{"id":"https://openalex.org/W2402822356","doi":"https://doi.org/10.1007/978-3-319-22759-7_72","title":"Quality of Service in Small and Medium Enterprises","display_name":"Quality of Service in Small and Medium Enterprises","publication_year":2015,"publication_date":"2015-01-01","ids":{"openalex":"https://openalex.org/W2402822356","doi":"https://doi.org/10.1007/978-3-319-22759-7_72","mag":"2402822356"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-319-22759-7_72","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-319-22759-7_72","pdf_url":null,"source":{"id":"https://openalex.org/S4210185096","display_name":"IFIP advances in information and communication technology","issn_l":"1868-422X","issn":["1868-422X","1868-4238"],"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":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IFIP Advances in Information and Communication Technology","raw_type":"book-chapter"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://inria.hal.science/hal-01431153","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5058584893","display_name":"Claudio Lira Meirelles","orcid":null},"institutions":[{"id":"https://openalex.org/I4210111188","display_name":"Universidade Paulista","ror":"https://ror.org/020v13m88","country_code":"BR","type":"education","lineage":["https://openalex.org/I4210111188"]}],"countries":["BR"],"is_corresponding":true,"raw_author_name":"Claudio L. Meirelles","raw_affiliation_strings":["P\u00f3s-Graduate Program in Production Engineering, Paulista University-UNIP, S\u00e3o Paulo, Brazil"],"affiliations":[{"raw_affiliation_string":"P\u00f3s-Graduate Program in Production Engineering, Paulista University-UNIP, S\u00e3o Paulo, Brazil","institution_ids":["https://openalex.org/I4210111188"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5079109642","display_name":"M\u00e1rcia Terra da Silva","orcid":"https://orcid.org/0000-0002-5314-4978"},"institutions":[{"id":"https://openalex.org/I17974374","display_name":"Universidade de S\u00e3o Paulo","ror":"https://ror.org/036rp1748","country_code":"BR","type":"education","lineage":["https://openalex.org/I17974374"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Marcia de Terra Silva","raw_affiliation_strings":["University of Sao Paulo, Rua Dr. Bacelar, 1212, Sao Paulo, SP, 04026-000, Brazil"],"affiliations":[{"raw_affiliation_string":"University of Sao Paulo, Rua Dr. Bacelar, 1212, Sao Paulo, SP, 04026-000, Brazil","institution_ids":["https://openalex.org/I17974374"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5035519802","display_name":"Jos\u00e9 Benedito Sacomano","orcid":"https://orcid.org/0000-0002-4877-3139"},"institutions":[{"id":"https://openalex.org/I4210111188","display_name":"Universidade Paulista","ror":"https://ror.org/020v13m88","country_code":"BR","type":"education","lineage":["https://openalex.org/I4210111188"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Jose B. Sacomano","raw_affiliation_strings":["P\u00f3s-Graduate Program in Production Engineering, Paulista University-UNIP, S\u00e3o Paulo, Brazil"],"affiliations":[{"raw_affiliation_string":"P\u00f3s-Graduate Program in Production Engineering, Paulista University-UNIP, S\u00e3o Paulo, Brazil","institution_ids":["https://openalex.org/I4210111188"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5058584893"],"corresponding_institution_ids":["https://openalex.org/I4210111188"],"apc_list":null,"apc_paid":null,"fwci":1.3609,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":{"value":0.85612301,"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":"628","last_page":"636"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9995999932289124,"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":0.9995999932289124,"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":0.98580002784729,"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/T12738","display_name":"Corporate Identity and Reputation","score":0.972100019454956,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and 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"}}],"keywords":[{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.8633979558944702},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.7273905277252197},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.6952788829803467},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.6584045886993408},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5955120921134949},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.5827637314796448},{"id":"https://openalex.org/keywords/product","display_name":"Product (mathematics)","score":0.5708533525466919},{"id":"https://openalex.org/keywords/tourism","display_name":"Tourism","score":0.5214478373527527},{"id":"https://openalex.org/keywords/small-and-medium-sized-enterprises","display_name":"Small and medium-sized enterprises","score":0.4768146872520447},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.4500364661216736},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.11219751834869385},{"id":"https://openalex.org/keywords/geography","display_name":"Geography","score":0.09193456172943115}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.8633979558944702},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7273905277252197},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6952788829803467},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6584045886993408},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5955120921134949},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5827637314796448},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.5708533525466919},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.5214478373527527},{"id":"https://openalex.org/C48879800","wikidata":"https://www.wikidata.org/wiki/Q622439","display_name":"Small and medium-sized enterprises","level":2,"score":0.4768146872520447},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4500364661216736},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.11219751834869385},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.09193456172943115},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"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/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/978-3-319-22759-7_72","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-319-22759-7_72","pdf_url":null,"source":{"id":"https://openalex.org/S4210185096","display_name":"IFIP advances in information and communication technology","issn_l":"1868-422X","issn":["1868-422X","1868-4238"],"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":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IFIP Advances in Information and Communication Technology","raw_type":"book-chapter"},{"id":"pmh:oai:HAL:hal-01431153v1","is_oa":true,"landing_page_url":"https://inria.hal.science/hal-01431153","pdf_url":null,"source":{"id":"https://openalex.org/S4306402512","display_name":"HAL (Le Centre pour la Communication Scientifique Directe)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1294671590","host_organization_name":"Centre National de la Recherche Scientifique","host_organization_lineage":["https://openalex.org/I1294671590"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"IFIP International Conference on Advances in Production Management Systems (APMS), Sep 2015, Tokyo, Japan. pp.628-636, &#x27E8;10.1007/978-3-319-22759-7_72&#x27E9;","raw_type":"Conference papers"}],"best_oa_location":{"id":"pmh:oai:HAL:hal-01431153v1","is_oa":true,"landing_page_url":"https://inria.hal.science/hal-01431153","pdf_url":null,"source":{"id":"https://openalex.org/S4306402512","display_name":"HAL (Le Centre pour la Communication Scientifique Directe)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1294671590","host_organization_name":"Centre National de la Recherche Scientifique","host_organization_lineage":["https://openalex.org/I1294671590"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"IFIP International Conference on Advances in Production Management Systems (APMS), Sep 2015, Tokyo, Japan. pp.628-636, &#x27E8;10.1007/978-3-319-22759-7_72&#x27E9;","raw_type":"Conference papers"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/8","score":0.6399999856948853,"display_name":"Decent work and economic growth"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":20,"referenced_works":["https://openalex.org/W1501850874","https://openalex.org/W1644391831","https://openalex.org/W1689771227","https://openalex.org/W1915377641","https://openalex.org/W1972120160","https://openalex.org/W2028809046","https://openalex.org/W2039190617","https://openalex.org/W2058919933","https://openalex.org/W2075202983","https://openalex.org/W2081770608","https://openalex.org/W2093413764","https://openalex.org/W2102212245","https://openalex.org/W2102226030","https://openalex.org/W2129979184","https://openalex.org/W2145487121","https://openalex.org/W2214173977","https://openalex.org/W2240181372","https://openalex.org/W2745667898","https://openalex.org/W3197853960","https://openalex.org/W4250040931"],"related_works":["https://openalex.org/W2039989613","https://openalex.org/W2561290166","https://openalex.org/W3017066641","https://openalex.org/W2295992782","https://openalex.org/W2334765428","https://openalex.org/W3034370789","https://openalex.org/W2155538461","https://openalex.org/W2883190652","https://openalex.org/W2221765817","https://openalex.org/W1482263704"],"abstract_inverted_index":null,"counts_by_year":[{"year":2022,"cited_by_count":1},{"year":2015,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
