{"id":"https://openalex.org/W2123111820","doi":"https://doi.org/10.1007/978-3-540-78246-9_55","title":"Are Critical Incidents Really Critical for a Customer Relationship? A MIMIC Approach","display_name":"Are Critical Incidents Really Critical for a Customer Relationship? A MIMIC Approach","publication_year":2008,"publication_date":"2008-01-01","ids":{"openalex":"https://openalex.org/W2123111820","doi":"https://doi.org/10.1007/978-3-540-78246-9_55","mag":"2123111820"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-540-78246-9_55","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-540-78246-9_55","pdf_url":null,"source":{"id":"https://openalex.org/S4210194094","display_name":"Studies in classification, data analysis, and knowledge organization","issn_l":"1431-8814","issn":["1431-8814","2198-3321"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Studies in Classification, Data Analysis, and Knowledge Organization","raw_type":"book-chapter"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5041253721","display_name":"Marcel Paulssen","orcid":"https://orcid.org/0000-0003-4389-1512"},"institutions":[{"id":"https://openalex.org/I39343248","display_name":"Humboldt-Universit\u00e4t zu Berlin","ror":"https://ror.org/01hcx6992","country_code":"DE","type":"education","lineage":["https://openalex.org/I39343248"]}],"countries":["DE"],"is_corresponding":true,"raw_author_name":"Marcel Paulssen","raw_affiliation_strings":["Institut f\u00fcr Marketing, Humboldt-Universit\u00c4t zu Berlin, 10178, Berlin, Germany"],"affiliations":[{"raw_affiliation_string":"Institut f\u00fcr Marketing, Humboldt-Universit\u00c4t zu Berlin, 10178, Berlin, Germany","institution_ids":["https://openalex.org/I39343248"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5108770496","display_name":"Angela Sommerfeld","orcid":null},"institutions":[{"id":"https://openalex.org/I39343248","display_name":"Humboldt-Universit\u00e4t zu Berlin","ror":"https://ror.org/01hcx6992","country_code":"DE","type":"education","lineage":["https://openalex.org/I39343248"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Angela Sommerfeld","raw_affiliation_strings":["Institut f\u00fcr Marketing, Humboldt-Universit\u00c4t zu Berlin, 10178, Berlin, Germany"],"affiliations":[{"raw_affiliation_string":"Institut f\u00fcr Marketing, Humboldt-Universit\u00c4t zu Berlin, 10178, Berlin, Germany","institution_ids":["https://openalex.org/I39343248"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5041253721"],"corresponding_institution_ids":["https://openalex.org/I39343248"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.10364465,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":null,"issue":null,"first_page":"463","last_page":"470"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9901000261306763,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10145","display_name":"Consumer Behavior in Brand Consumption and Identification","score":0.9865999817848206,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/critical-incident-technique","display_name":"Critical Incident Technique","score":0.7169472575187683},{"id":"https://openalex.org/keywords/loyalty","display_name":"Loyalty","score":0.6930821537971497},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.5057277679443359},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.49577125906944275},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.4934312403202057},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.4867551326751709},{"id":"https://openalex.org/keywords/loyalty-business-model","display_name":"Loyalty business model","score":0.48254626989364624},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.46653512120246887},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.44848570227622986},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.4433372914791107},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.4281958043575287},{"id":"https://openalex.org/keywords/sample","display_name":"Sample (material)","score":0.4257001280784607},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4233784079551697}],"concepts":[{"id":"https://openalex.org/C2779707562","wikidata":"https://www.wikidata.org/wiki/Q1140525","display_name":"Critical Incident Technique","level":2,"score":0.7169472575187683},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.6930821537971497},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5057277679443359},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.49577125906944275},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4934312403202057},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4867551326751709},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.48254626989364624},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.46653512120246887},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.44848570227622986},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4433372914791107},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.4281958043575287},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.4257001280784607},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4233784079551697},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-540-78246-9_55","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-540-78246-9_55","pdf_url":null,"source":{"id":"https://openalex.org/S4210194094","display_name":"Studies in classification, data analysis, and knowledge organization","issn_l":"1431-8814","issn":["1431-8814","2198-3321"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Studies in Classification, Data Analysis, and Knowledge Organization","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":28,"referenced_works":["https://openalex.org/W1524994608","https://openalex.org/W1549054775","https://openalex.org/W1571998446","https://openalex.org/W1971440513","https://openalex.org/W1983046674","https://openalex.org/W1985771617","https://openalex.org/W1995561053","https://openalex.org/W2001916972","https://openalex.org/W2008544042","https://openalex.org/W2035883433","https://openalex.org/W2038438776","https://openalex.org/W2042696365","https://openalex.org/W2059334100","https://openalex.org/W2059955887","https://openalex.org/W2060479366","https://openalex.org/W2065245475","https://openalex.org/W2088661631","https://openalex.org/W2122509472","https://openalex.org/W2133469585","https://openalex.org/W2137247419","https://openalex.org/W2155255398","https://openalex.org/W2158810025","https://openalex.org/W2162500554","https://openalex.org/W2895084344","https://openalex.org/W2917388694","https://openalex.org/W3011865677","https://openalex.org/W4292811746","https://openalex.org/W4298091299"],"related_works":["https://openalex.org/W2389397154","https://openalex.org/W3024507329","https://openalex.org/W4389143236","https://openalex.org/W2469901228","https://openalex.org/W2123217435","https://openalex.org/W2141148255","https://openalex.org/W3113150333","https://openalex.org/W2277816436","https://openalex.org/W3015043872","https://openalex.org/W1988526719"],"abstract_inverted_index":null,"counts_by_year":[{"year":2022,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}