{"id":"https://openalex.org/W2127352697","doi":"https://doi.org/10.1093/iwc/iwt008","title":"Comments on Lascu and Clow (2008)","display_name":"Comments on Lascu and Clow (2008)","publication_year":2013,"publication_date":"2013-04-04","ids":{"openalex":"https://openalex.org/W2127352697","doi":"https://doi.org/10.1093/iwc/iwt008","mag":"2127352697"},"language":"en","primary_location":{"id":"doi:10.1093/iwc/iwt008","is_oa":false,"landing_page_url":"https://doi.org/10.1093/iwc/iwt008","pdf_url":null,"source":{"id":"https://openalex.org/S23117883","display_name":"Interacting with Computers","issn_l":"0953-5438","issn":["0953-5438","1873-7951"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310311648","host_organization_name":"Oxford University Press","host_organization_lineage":["https://openalex.org/P4310311648","https://openalex.org/P4310311647"],"host_organization_lineage_names":["Oxford University Press","University of Oxford"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Interacting with Computers","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/A5026237393","display_name":"Jeff Sauro","orcid":null},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"J. Sauro","raw_affiliation_strings":["Measuring Usability LLC, 201 Steele St Suite #200, Denver, CO 80206, USA"],"affiliations":[{"raw_affiliation_string":"Measuring Usability LLC, 201 Steele St Suite #200, Denver, CO 80206, USA","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5026237393"],"corresponding_institution_ids":[],"apc_list":{"value":2635,"currency":"GBP","value_usd":3232},"apc_paid":null,"fwci":0.9846,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":{"value":0.83893916,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":94,"max":96},"biblio":{"volume":"25","issue":"4","first_page":"302","last_page":"303"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994000196456909,"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":0.9994000196456909,"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":0.9965000152587891,"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":0.991599977016449,"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/interactivity","display_name":"Interactivity","score":0.8195130825042725},{"id":"https://openalex.org/keywords/reliability","display_name":"Reliability (semiconductor)","score":0.6491749286651611},{"id":"https://openalex.org/keywords/disadvantage","display_name":"Disadvantage","score":0.648604154586792},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.6203227043151855},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6109787821769714},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.5262799859046936},{"id":"https://openalex.org/keywords/scale","display_name":"Scale (ratio)","score":0.5259385704994202},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.5203658938407898},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.44175273180007935},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.3786379098892212},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.3770052194595337},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.37563133239746094},{"id":"https://openalex.org/keywords/applied-psychology","display_name":"Applied psychology","score":0.3405856490135193},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.29872068762779236},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.20253852009773254},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.13388606905937195},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.10272473096847534}],"concepts":[{"id":"https://openalex.org/C144430266","wikidata":"https://www.wikidata.org/wiki/Q839721","display_name":"Interactivity","level":2,"score":0.8195130825042725},{"id":"https://openalex.org/C43214815","wikidata":"https://www.wikidata.org/wiki/Q7310987","display_name":"Reliability (semiconductor)","level":3,"score":0.6491749286651611},{"id":"https://openalex.org/C2777673361","wikidata":"https://www.wikidata.org/wiki/Q5281228","display_name":"Disadvantage","level":2,"score":0.648604154586792},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6203227043151855},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6109787821769714},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5262799859046936},{"id":"https://openalex.org/C2778755073","wikidata":"https://www.wikidata.org/wiki/Q10858537","display_name":"Scale (ratio)","level":2,"score":0.5259385704994202},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5203658938407898},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.44175273180007935},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3786379098892212},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3770052194595337},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.37563133239746094},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.3405856490135193},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.29872068762779236},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.20253852009773254},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.13388606905937195},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.10272473096847534},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","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/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"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/C163258240","wikidata":"https://www.wikidata.org/wiki/Q25342","display_name":"Power (physics)","level":2,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1093/iwc/iwt008","is_oa":false,"landing_page_url":"https://doi.org/10.1093/iwc/iwt008","pdf_url":null,"source":{"id":"https://openalex.org/S23117883","display_name":"Interacting with Computers","issn_l":"0953-5438","issn":["0953-5438","1873-7951"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310311648","host_organization_name":"Oxford University Press","host_organization_lineage":["https://openalex.org/P4310311648","https://openalex.org/P4310311647"],"host_organization_lineage_names":["Oxford University Press","University of Oxford"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Interacting with Computers","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":1,"referenced_works":["https://openalex.org/W2025662800"],"related_works":["https://openalex.org/W2319020389","https://openalex.org/W3029938882","https://openalex.org/W4378716112","https://openalex.org/W2565660988","https://openalex.org/W2927101929","https://openalex.org/W3199658468","https://openalex.org/W2961858274","https://openalex.org/W2354159374","https://openalex.org/W2182535154","https://openalex.org/W3153014576"],"abstract_inverted_index":{"Lascu":[0],"and":[1,19],"Clow":[2],"provide":[3],"a":[4,13],"helpful":[5,68],"literature":[6],"review":[7],"into":[8],"web":[9],"site":[10],"satisfaction,":[11],"detail":[12],"repeatable":[14],"process":[15],"for":[16],"other":[17],"researchers":[18],"propose":[20],"their":[21,80],"own":[22],"scale":[23,40],"of":[24,37,43,49,57],"website":[25],"interactivity":[26],"with":[27,30,79],"four":[28],"subscales":[29],"low-to-strong":[31],"internal":[32],"reliability.":[33],"The":[34],"major":[35],"disadvantage":[36],"the":[38,44],"new":[39],"is":[41],"one-third":[42],"15-item":[45],"questionnaire":[46],"measures":[47,56],"aspects":[48],"customer":[50],"service":[51],"center":[52],"quality.":[53],"Although":[54],"such":[55],"\u2018Customer":[58],"Centeredness\u2019":[59],"are":[60],"important,":[61],"it":[62],"tends":[63],"to":[64,69],"be":[65],"less":[66],"universally":[67],"many":[70],"large":[71],"e-commerce":[72],"websites":[73],"which":[74],"have":[75],"little":[76],"telephonic":[77],"interaction":[78],"customers.":[81]},"counts_by_year":[{"year":2013,"cited_by_count":2}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
