{"id":"https://openalex.org/W2345101533","doi":"https://doi.org/10.1007/s12525-016-0221-6","title":"Bank employees\u2019 internal and external perspectives on e-service quality, satisfaction and loyalty","display_name":"Bank employees\u2019 internal and external perspectives on e-service quality, satisfaction and loyalty","publication_year":2016,"publication_date":"2016-04-27","ids":{"openalex":"https://openalex.org/W2345101533","doi":"https://doi.org/10.1007/s12525-016-0221-6","mag":"2345101533"},"language":"en","primary_location":{"id":"doi:10.1007/s12525-016-0221-6","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s12525-016-0221-6","pdf_url":null,"source":{"id":"https://openalex.org/S137519996","display_name":"Electronic Markets","issn_l":"1019-6781","issn":["1019-6781","1422-8890"],"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":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Electronic Markets","raw_type":"journal-article"},"type":"article","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/A5048203967","display_name":"Gjoko Stamenkov","orcid":"https://orcid.org/0000-0003-1133-2919"},"institutions":[{"id":"https://openalex.org/I182202855","display_name":"South East European University","ror":"https://ror.org/00m04y575","country_code":"MK","type":"education","lineage":["https://openalex.org/I182202855"]}],"countries":["MK"],"is_corresponding":false,"raw_author_name":"Gjoko Stamenkov","raw_affiliation_strings":["South East European University, Ilindenska n.335, 1200, Tetovo, Republic of Macedonia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"South East European University, Ilindenska n.335, 1200, Tetovo, Republic of Macedonia","institution_ids":["https://openalex.org/I182202855"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5071122548","display_name":"Zamir Dika","orcid":null},"institutions":[{"id":"https://openalex.org/I182202855","display_name":"South East European University","ror":"https://ror.org/00m04y575","country_code":"MK","type":"education","lineage":["https://openalex.org/I182202855"]}],"countries":["MK"],"is_corresponding":false,"raw_author_name":"Zamir Dika","raw_affiliation_strings":["South East European University, Ilindenska n.335, 1200, Tetovo, Republic of Macedonia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"South East European University, Ilindenska n.335, 1200, Tetovo, Republic of Macedonia","institution_ids":["https://openalex.org/I182202855"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":{"value":2590,"currency":"EUR","value_usd":3190},"apc_paid":null,"fwci":3.0902,"has_fulltext":false,"cited_by_count":20,"citation_normalized_percentile":{"value":0.91926426,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":98},"biblio":{"volume":"26","issue":"3","first_page":"291","last_page":"309"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998000264167786,"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":0.9998000264167786,"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/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9923999905586243,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/moderation","display_name":"Moderation","score":0.7244300842285156},{"id":"https://openalex.org/keywords/loyalty","display_name":"Loyalty","score":0.7131218910217285},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.6178756356239319},{"id":"https://openalex.org/keywords/perspective","display_name":"Perspective (graphical)","score":0.6016438603401184},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.5780037045478821},{"id":"https://openalex.org/keywords/expectancy-theory","display_name":"Expectancy theory","score":0.5514979958534241},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5494765639305115},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.5174798965454102},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5081150531768799},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.4644966125488281},{"id":"https://openalex.org/keywords/theory-of-reasoned-action","display_name":"Theory of reasoned action","score":0.4505119025707245},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.4406088888645172},{"id":"https://openalex.org/keywords/empirical-research","display_name":"Empirical research","score":0.4116674065589905},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.3189024031162262},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.09643250703811646}],"concepts":[{"id":"https://openalex.org/C93225998","wikidata":"https://www.wikidata.org/wiki/Q1941972","display_name":"Moderation","level":2,"score":0.7244300842285156},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.7131218910217285},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6178756356239319},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.6016438603401184},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5780037045478821},{"id":"https://openalex.org/C188353592","wikidata":"https://www.wikidata.org/wiki/Q450586","display_name":"Expectancy theory","level":2,"score":0.5514979958534241},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5494765639305115},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5174798965454102},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5081150531768799},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4644966125488281},{"id":"https://openalex.org/C123269153","wikidata":"https://www.wikidata.org/wiki/Q1897038","display_name":"Theory of reasoned action","level":2,"score":0.4505119025707245},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4406088888645172},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.4116674065589905},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.3189024031162262},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.09643250703811646},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","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/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","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},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/s12525-016-0221-6","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s12525-016-0221-6","pdf_url":null,"source":{"id":"https://openalex.org/S137519996","display_name":"Electronic Markets","issn_l":"1019-6781","issn":["1019-6781","1422-8890"],"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":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Electronic Markets","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:spr:elmark:v:26:y:2016:i:3:d:10.1007_s12525-016-0221-6","is_oa":false,"landing_page_url":"http://link.springer.com/10.1007/s12525-016-0221-6","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":null,"sustainable_development_goals":[],"awards":[],"funders":[{"id":"https://openalex.org/F4320310174","display_name":"University of Pittsburgh","ror":"https://ror.org/01an3r305"}],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":134,"referenced_works":["https://openalex.org/W87345122","https://openalex.org/W126858688","https://openalex.org/W195845004","https://openalex.org/W205793710","https://openalex.org/W316873382","https://openalex.org/W772483589","https://openalex.org/W1492017688","https://openalex.org/W1506588391","https://openalex.org/W1530534970","https://openalex.org/W1533867010","https://openalex.org/W1538264000","https://openalex.org/W1542558466","https://openalex.org/W1543209321","https://openalex.org/W1563791530","https://openalex.org/W1565838829","https://openalex.org/W1568412984","https://openalex.org/W1571413925","https://openalex.org/W1572145800","https://openalex.org/W1574378514","https://openalex.org/W1574655732","https://openalex.org/W1585650195","https://openalex.org/W1594945480","https://openalex.org/W1596452301","https://openalex.org/W1665332082","https://openalex.org/W1683742771","https://openalex.org/W1689771227","https://openalex.org/W1721421031","https://openalex.org/W1791587663","https://openalex.org/W1898610025","https://openalex.org/W1965098416","https://openalex.org/W1965574139","https://openalex.org/W1968171365","https://openalex.org/W1970908276","https://openalex.org/W1971684258","https://openalex.org/W1974776399","https://openalex.org/W1977167088","https://openalex.org/W1986440703","https://openalex.org/W1992394819","https://openalex.org/W1994742470","https://openalex.org/W1996137064","https://openalex.org/W1996991921","https://openalex.org/W1997176931","https://openalex.org/W1997333822","https://openalex.org/W1998781686","https://openalex.org/W2001916972","https://openalex.org/W2007465020","https://openalex.org/W2007738521","https://openalex.org/W2010227918","https://openalex.org/W2011457410","https://openalex.org/W2011639028","https://openalex.org/W2012802483","https://openalex.org/W2017624521","https://openalex.org/W2022727669","https://openalex.org/W2023407407","https://openalex.org/W2026368098","https://openalex.org/W2028184439","https://openalex.org/W2028738935","https://openalex.org/W2028915062","https://openalex.org/W2029337151","https://openalex.org/W2030180774","https://openalex.org/W2033384279","https://openalex.org/W2036063909","https://openalex.org/W2036149274","https://openalex.org/W2036389121","https://openalex.org/W2038421189","https://openalex.org/W2040586266","https://openalex.org/W2044207520","https://openalex.org/W2044744663","https://openalex.org/W2047229071","https://openalex.org/W2051978915","https://openalex.org/W2055077282","https://openalex.org/W2055570665","https://openalex.org/W2057012437","https://openalex.org/W2059146912","https://openalex.org/W2059284263","https://openalex.org/W2060042435","https://openalex.org/W2062709194","https://openalex.org/W2064608319","https://openalex.org/W2068322856","https://openalex.org/W2071535931","https://openalex.org/W2073462901","https://openalex.org/W2078814875","https://openalex.org/W2081477027","https://openalex.org/W2082563645","https://openalex.org/W2086790753","https://openalex.org/W2087750581","https://openalex.org/W2090054320","https://openalex.org/W2093336754","https://openalex.org/W2094013842","https://openalex.org/W2096099424","https://openalex.org/W2098216047","https://openalex.org/W2099078684","https://openalex.org/W2100379340","https://openalex.org/W2102467277","https://openalex.org/W2120115642","https://openalex.org/W2120489714","https://openalex.org/W2124815418","https://openalex.org/W2138821455","https://openalex.org/W2141167937","https://openalex.org/W2141410691","https://openalex.org/W2145168242","https://openalex.org/W2146691185","https://openalex.org/W2150045466","https://openalex.org/W2150376909","https://openalex.org/W2151694441","https://openalex.org/W2153086829","https://openalex.org/W2153913349","https://openalex.org/W2157015985","https://openalex.org/W2158809862","https://openalex.org/W2160251866","https://openalex.org/W2168569455","https://openalex.org/W2329395632","https://openalex.org/W2751998548","https://openalex.org/W2809171079","https://openalex.org/W2891100457","https://openalex.org/W3012479489","https://openalex.org/W3015634246","https://openalex.org/W3121411908","https://openalex.org/W3123458587","https://openalex.org/W3124360010","https://openalex.org/W3124865537","https://openalex.org/W3125976894","https://openalex.org/W3150118085","https://openalex.org/W3157407122","https://openalex.org/W4213318625","https://openalex.org/W4236523229","https://openalex.org/W4300471567","https://openalex.org/W6632540144","https://openalex.org/W6634140337","https://openalex.org/W6634536132","https://openalex.org/W6635749982","https://openalex.org/W6744010852","https://openalex.org/W6989257115","https://openalex.org/W7030239333"],"related_works":["https://openalex.org/W1989585135","https://openalex.org/W2080970762","https://openalex.org/W1985572018","https://openalex.org/W1976150372","https://openalex.org/W322915960","https://openalex.org/W2089544520","https://openalex.org/W3204378448","https://openalex.org/W3213249975","https://openalex.org/W2094607796","https://openalex.org/W2526890829"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":5},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}