{"id":"https://openalex.org/W4308522440","doi":"https://doi.org/10.1007/s10479-022-05045-z","title":"Value co-destruction causing customers to stop service usage: a topic modelling analysis of dental service complaint data","display_name":"Value co-destruction causing customers to stop service usage: a topic modelling analysis of dental service complaint data","publication_year":2022,"publication_date":"2022-11-08","ids":{"openalex":"https://openalex.org/W4308522440","doi":"https://doi.org/10.1007/s10479-022-05045-z"},"language":"en","primary_location":{"id":"doi:10.1007/s10479-022-05045-z","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s10479-022-05045-z","pdf_url":"https://link.springer.com/content/pdf/10.1007/s10479-022-05045-z.pdf","source":{"id":"https://openalex.org/S57667410","display_name":"Annals of Operations Research","issn_l":"0254-5330","issn":["0254-5330","1572-9338"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Annals of Operations Research","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://link.springer.com/content/pdf/10.1007/s10479-022-05045-z.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":null,"display_name":"Hikaru Goto","orcid":"https://orcid.org/0000-0002-9001-569X"},"institutions":[{"id":"https://openalex.org/I177738480","display_name":"Japan Advanced Institute of Science and Technology","ror":"https://ror.org/03frj4r98","country_code":"JP","type":"education","lineage":["https://openalex.org/I177738480"]}],"countries":["JP"],"is_corresponding":false,"raw_author_name":"Hikaru Goto","raw_affiliation_strings":["School of Knowledge Science, Japan Advanced Institute of Science and Technology, Nomi, Ishikawa, Japan"],"raw_orcid":"https://orcid.org/0000-0002-9001-569X","affiliations":[{"raw_affiliation_string":"School of Knowledge Science, Japan Advanced Institute of Science and Technology, Nomi, Ishikawa, Japan","institution_ids":["https://openalex.org/I177738480"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5065622716","display_name":"H. M. Belal","orcid":"https://orcid.org/0000-0001-6737-1445"},"institutions":[{"id":"https://openalex.org/I63098007","display_name":"Liverpool John Moores University","ror":"https://ror.org/04zfme737","country_code":"GB","type":"education","lineage":["https://openalex.org/I63098007"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"H. M. Belal","raw_affiliation_strings":["Liverpool Business School, Liverpool John Moores University, Liverpool, Merseyside, UK"],"raw_orcid":"https://orcid.org/0000-0001-6737-1445","affiliations":[{"raw_affiliation_string":"Liverpool Business School, Liverpool John Moores University, Liverpool, Merseyside, UK","institution_ids":["https://openalex.org/I63098007"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5082214121","display_name":"Kunio Shirahada","orcid":"https://orcid.org/0000-0003-3432-1948"},"institutions":[{"id":"https://openalex.org/I177738480","display_name":"Japan Advanced Institute of Science and Technology","ror":"https://ror.org/03frj4r98","country_code":"JP","type":"education","lineage":["https://openalex.org/I177738480"]}],"countries":["JP"],"is_corresponding":true,"raw_author_name":"Kunio Shirahada","raw_affiliation_strings":["School of Knowledge Science, Japan Advanced Institute of Science and Technology, Nomi, Ishikawa, Japan"],"raw_orcid":"https://orcid.org/0000-0003-3432-1948","affiliations":[{"raw_affiliation_string":"School of Knowledge Science, Japan Advanced Institute of Science and Technology, Nomi, Ishikawa, Japan","institution_ids":["https://openalex.org/I177738480"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5082214121"],"corresponding_institution_ids":["https://openalex.org/I177738480"],"apc_list":{"value":2390,"currency":"EUR","value_usd":2990},"apc_paid":{"value":2390,"currency":"EUR","value_usd":2990},"fwci":0.9863,"has_fulltext":true,"cited_by_count":8,"citation_normalized_percentile":{"value":0.79950422,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":94,"max":98},"biblio":{"volume":"348","issue":"3","first_page":"1691","last_page":"1711"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9995999932289124,"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"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9995999932289124,"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9991999864578247,"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/T10145","display_name":"Consumer Behavior in Brand Consumption and Identification","score":0.9793999791145325,"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/complaint","display_name":"Complaint","score":0.6438422799110413},{"id":"https://openalex.org/keywords/type-of-service","display_name":"Type of service","score":0.5506699085235596},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5166509747505188},{"id":"https://openalex.org/keywords/perspective","display_name":"Perspective (graphical)","score":0.4921268820762634},{"id":"https://openalex.org/keywords/value","display_name":"Value (mathematics)","score":0.4811912178993225},{"id":"https://openalex.org/keywords/qualitative-research","display_name":"Qualitative research","score":0.4562462866306305},{"id":"https://openalex.org/keywords/exploratory-research","display_name":"Exploratory research","score":0.451903760433197},{"id":"https://openalex.org/keywords/qualitative-property","display_name":"Qualitative property","score":0.4357694983482361},{"id":"https://openalex.org/keywords/health-care","display_name":"Health care","score":0.4292581081390381},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4166279137134552},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.38916516304016113},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.34813183546066284},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.2706601619720459},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.2189246416091919},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.1429031491279602},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.12658438086509705}],"concepts":[{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.6438422799110413},{"id":"https://openalex.org/C159091166","wikidata":"https://www.wikidata.org/wiki/Q2635669","display_name":"Type of service","level":3,"score":0.5506699085235596},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5166509747505188},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.4921268820762634},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.4811912178993225},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.4562462866306305},{"id":"https://openalex.org/C85973986","wikidata":"https://www.wikidata.org/wiki/Q1091731","display_name":"Exploratory research","level":2,"score":0.451903760433197},{"id":"https://openalex.org/C87156501","wikidata":"https://www.wikidata.org/wiki/Q7268708","display_name":"Qualitative property","level":2,"score":0.4357694983482361},{"id":"https://openalex.org/C160735492","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Health care","level":2,"score":0.4292581081390381},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4166279137134552},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.38916516304016113},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.34813183546066284},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.2706601619720459},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2189246416091919},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.1429031491279602},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.12658438086509705},{"id":"https://openalex.org/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C19165224","wikidata":"https://www.wikidata.org/wiki/Q23404","display_name":"Anthropology","level":1,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1007/s10479-022-05045-z","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s10479-022-05045-z","pdf_url":"https://link.springer.com/content/pdf/10.1007/s10479-022-05045-z.pdf","source":{"id":"https://openalex.org/S57667410","display_name":"Annals of Operations Research","issn_l":"0254-5330","issn":["0254-5330","1572-9338"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Annals of Operations Research","raw_type":"journal-article"},{"id":"pmh:oai:researchonline.ljmu.ac.uk:17946","is_oa":false,"landing_page_url":"https://orcid.org/0000-0001-6737-1445","pdf_url":null,"source":{"id":"https://openalex.org/S4306401246","display_name":"Liverpool John Moores University","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I63098007","host_organization_name":"Liverpool John Moores University","host_organization_lineage":["https://openalex.org/I63098007"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":null,"raw_type":"Article"},{"id":"pmh:oai:RePEc:spr:annopr:v:348:y:2025:i:3:d:10.1007_s10479-022-05045-z","is_oa":false,"landing_page_url":"http://link.springer.com/10.1007/s10479-022-05045-z","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":{"id":"doi:10.1007/s10479-022-05045-z","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s10479-022-05045-z","pdf_url":"https://link.springer.com/content/pdf/10.1007/s10479-022-05045-z.pdf","source":{"id":"https://openalex.org/S57667410","display_name":"Annals of Operations Research","issn_l":"0254-5330","issn":["0254-5330","1572-9338"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Annals of Operations Research","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/16","display_name":"Peace, Justice and strong institutions","score":0.8199999928474426}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4308522440.pdf","grobid_xml":"https://content.openalex.org/works/W4308522440.grobid-xml"},"referenced_works_count":66,"referenced_works":["https://openalex.org/W122108692","https://openalex.org/W919187098","https://openalex.org/W1753361524","https://openalex.org/W1880262756","https://openalex.org/W1957035816","https://openalex.org/W1969256959","https://openalex.org/W2017252921","https://openalex.org/W2022347145","https://openalex.org/W2059839108","https://openalex.org/W2062940315","https://openalex.org/W2066240089","https://openalex.org/W2098408912","https://openalex.org/W2117667023","https://openalex.org/W2126840412","https://openalex.org/W2128823042","https://openalex.org/W2131609001","https://openalex.org/W2133880275","https://openalex.org/W2135526934","https://openalex.org/W2137373114","https://openalex.org/W2143615203","https://openalex.org/W2158122897","https://openalex.org/W2159092757","https://openalex.org/W2159550836","https://openalex.org/W2172104004","https://openalex.org/W2174706414","https://openalex.org/W2273583750","https://openalex.org/W2296944348","https://openalex.org/W2310119800","https://openalex.org/W2398408595","https://openalex.org/W2409398131","https://openalex.org/W2414778007","https://openalex.org/W2524762050","https://openalex.org/W2525208905","https://openalex.org/W2563185281","https://openalex.org/W2582743722","https://openalex.org/W2607384897","https://openalex.org/W2611734786","https://openalex.org/W2612056700","https://openalex.org/W2644126351","https://openalex.org/W2673030656","https://openalex.org/W2726484792","https://openalex.org/W2754657437","https://openalex.org/W2766894136","https://openalex.org/W2782683037","https://openalex.org/W2787108405","https://openalex.org/W2787675405","https://openalex.org/W2790629405","https://openalex.org/W2791915030","https://openalex.org/W2794622651","https://openalex.org/W2883692167","https://openalex.org/W2890548887","https://openalex.org/W2905966796","https://openalex.org/W2913094522","https://openalex.org/W2922520913","https://openalex.org/W2956587785","https://openalex.org/W2966579178","https://openalex.org/W2976128218","https://openalex.org/W2991275257","https://openalex.org/W3003901924","https://openalex.org/W3110514696","https://openalex.org/W3138951883","https://openalex.org/W4220849462","https://openalex.org/W4238576754","https://openalex.org/W4249135598","https://openalex.org/W4295928933","https://openalex.org/W4296123388"],"related_works":["https://openalex.org/W2899084033","https://openalex.org/W2748952813","https://openalex.org/W2801229602","https://openalex.org/W2734990077","https://openalex.org/W2256340318","https://openalex.org/W2181494745","https://openalex.org/W3162039513","https://openalex.org/W3113119502","https://openalex.org/W4206348281","https://openalex.org/W3125555837"],"abstract_inverted_index":{"Abstract":[0],"This":[1,139],"study":[2,140],"aims":[3,32],"to":[4,19,25,33,103,132,135,142,154,159],"identify":[5,34],"the":[6,28,35,68,82,101,106,136,144],"types":[7,86,113],"of":[8,73,87,93,114],"value":[9],"co-destruction":[10],"(VCD)":[11],"emerging":[12],"in":[13,52,149],"healthcare":[14,150],"services":[15,151],"that":[16,110],"cause":[17,111],"patients":[18],"reduce":[20],"or":[21],"extinguish":[22],"their":[23],"intentions":[24],"continue":[26,104],"using":[27,105],"services;":[29],"it":[30],"also":[31],"VCD":[36,88,115,137],"antecedents.":[37],"Complaints":[38],"from":[39],"1075":[40],"dental":[41],"clinic":[42],"patients,":[43],"which":[44,94,147],"are":[45,50],"collected":[46],"as":[47],"textual":[48],"data,":[49],"analysed":[51],"this":[53],"study.":[54],"The":[55],"authors":[56],"adopt":[57],"an":[58],"exploratory":[59],"approach":[60],"comprising":[61],"a":[62,71,77,96,122],"quantitative":[63],"analysis":[64,79],"based":[65,80,120],"mainly":[66],"on":[67,81,100,121],"topic":[69],"model,":[70],"type":[72],"machine":[74],"learning,":[75],"and":[76,127,153],"qualitative":[78],"KJ":[83],"method.":[84],"Twelve":[85],"were":[89,116,130],"empirically":[90],"identified,":[91,117],"three":[92],"had":[95],"significant":[97],"negative":[98],"effect":[99],"intention":[102],"service.":[107],"Ten":[108],"antecedents":[109],"these":[112],"when":[118],"examined":[119],"multi-level":[123],"perspective,":[124],"institutional":[125],"factors":[126],"social":[128],"norms":[129],"found":[131],"be":[133],"related":[134],"process.":[138],"contributes":[141],"understanding":[143],"mechanisms":[145],"by":[146],"failures":[148],"occur":[152],"developing":[155],"effective":[156],"decision":[157],"making":[158],"overcome":[160],"them.":[161]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":4}],"updated_date":"2026-06-19T15:47:20.252518","created_date":"2025-10-10T00:00:00"}
