{"id":"https://openalex.org/W2077595013","doi":"https://doi.org/10.1108/14637159910249126","title":"Mapping customers\u2019 service experience for operations improvement","display_name":"Mapping customers\u2019 service experience for operations improvement","publication_year":1999,"publication_date":"1999-03-01","ids":{"openalex":"https://openalex.org/W2077595013","doi":"https://doi.org/10.1108/14637159910249126","mag":"2077595013"},"language":"en","primary_location":{"id":"doi:10.1108/14637159910249126","is_oa":false,"landing_page_url":"https://doi.org/10.1108/14637159910249126","pdf_url":null,"source":{"id":"https://openalex.org/S2508752","display_name":"Business Process Management Journal","issn_l":"1463-7154","issn":["1463-7154","1758-4116"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Business Process Management Journal","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/A5113846673","display_name":"Mitchell M. Tseng","orcid":null},"institutions":[{"id":"https://openalex.org/I200769079","display_name":"Hong Kong University of Science and Technology","ror":"https://ror.org/00q4vv597","country_code":"HK","type":"education","lineage":["https://openalex.org/I200769079"]}],"countries":["HK"],"is_corresponding":false,"raw_author_name":"Mitchell M. Tseng","raw_affiliation_strings":["Hong Kong University of Science and Technology, Hong Kong","Hong Kong University of Science and Technology; Hong Kong"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Hong Kong University of Science and Technology, Hong Kong","institution_ids":["https://openalex.org/I200769079"]},{"raw_affiliation_string":"Hong Kong University of Science and Technology; Hong Kong","institution_ids":["https://openalex.org/I200769079"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5102123390","display_name":"Qinhai Ma","orcid":null},"institutions":[{"id":"https://openalex.org/I200769079","display_name":"Hong Kong University of Science and Technology","ror":"https://ror.org/00q4vv597","country_code":"HK","type":"education","lineage":["https://openalex.org/I200769079"]}],"countries":["HK"],"is_corresponding":false,"raw_author_name":"Ma Qinhai","raw_affiliation_strings":["Hong Kong University of Science and Technology, Hong Kong","Hong Kong University of Science and Technology; Hong Kong"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Hong Kong University of Science and Technology, Hong Kong","institution_ids":["https://openalex.org/I200769079"]},{"raw_affiliation_string":"Hong Kong University of Science and Technology; Hong Kong","institution_ids":["https://openalex.org/I200769079"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5045308232","display_name":"Chuan\u2010Jun Su","orcid":"https://orcid.org/0000-0003-3734-6876"},"institutions":[{"id":"https://openalex.org/I200769079","display_name":"Hong Kong University of Science and Technology","ror":"https://ror.org/00q4vv597","country_code":"HK","type":"education","lineage":["https://openalex.org/I200769079"]}],"countries":["HK"],"is_corresponding":false,"raw_author_name":"Chuan\u2010Jun Su","raw_affiliation_strings":["Hong Kong University of Science and Technology, Hong Kong","Hong Kong University of Science and Technology; Hong Kong"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Hong Kong University of Science and Technology, Hong Kong","institution_ids":["https://openalex.org/I200769079"]},{"raw_affiliation_string":"Hong Kong University of Science and Technology; Hong Kong","institution_ids":["https://openalex.org/I200769079"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I200769079"],"apc_list":null,"apc_paid":null,"fwci":1.9436,"has_fulltext":false,"cited_by_count":121,"citation_normalized_percentile":{"value":0.88074313,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":91,"max":99},"biblio":{"volume":"5","issue":"1","first_page":"50","last_page":"64"},"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/T11536","display_name":"Consumer Retail Behavior Studies","score":0.989300012588501,"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/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9767000079154968,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.7146638035774231},{"id":"https://openalex.org/keywords/service-guarantee","display_name":"Service guarantee","score":0.6918042898178101},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.5960037708282471},{"id":"https://openalex.org/keywords/service-level-objective","display_name":"Service level objective","score":0.545021116733551},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.4938262403011322},{"id":"https://openalex.org/keywords/service-system","display_name":"Service system","score":0.49127310514450073},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.49054473638534546},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.45830678939819336},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.43999359011650085},{"id":"https://openalex.org/keywords/consumption","display_name":"Consumption (sociology)","score":0.4369382858276367},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.42425382137298584}],"concepts":[{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.7146638035774231},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.6918042898178101},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.5960037708282471},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.545021116733551},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4938262403011322},{"id":"https://openalex.org/C15587899","wikidata":"https://www.wikidata.org/wiki/Q7455812","display_name":"Service system","level":3,"score":0.49127310514450073},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.49054473638534546},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.45830678939819336},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.43999359011650085},{"id":"https://openalex.org/C30772137","wikidata":"https://www.wikidata.org/wiki/Q5164762","display_name":"Consumption (sociology)","level":2,"score":0.4369382858276367},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.42425382137298584},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1108/14637159910249126","is_oa":false,"landing_page_url":"https://doi.org/10.1108/14637159910249126","pdf_url":null,"source":{"id":"https://openalex.org/S2508752","display_name":"Business Process Management Journal","issn_l":"1463-7154","issn":["1463-7154","1758-4116"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Business Process Management Journal","raw_type":"journal-article"},{"id":"pmh:oai:repository.ust.hk:1783.1-471","is_oa":false,"landing_page_url":"http://www.scopus.com/record/display.url?eid=2-s2.0-0006426755&origin=inward","pdf_url":null,"source":{"id":"https://openalex.org/S4306401796","display_name":"Rare & Special e-Zone (The Hong Kong University of Science and Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I200769079","host_organization_name":"Hong Kong University of Science and Technology","host_organization_lineage":["https://openalex.org/I200769079"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure","score":0.5400000214576721}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":21,"referenced_works":["https://openalex.org/W17805075","https://openalex.org/W649462448","https://openalex.org/W1689771227","https://openalex.org/W1970284708","https://openalex.org/W1978466266","https://openalex.org/W1997176931","https://openalex.org/W2025635217","https://openalex.org/W2031501865","https://openalex.org/W2037827846","https://openalex.org/W2038125955","https://openalex.org/W2049785651","https://openalex.org/W2050127949","https://openalex.org/W2051603279","https://openalex.org/W2071903407","https://openalex.org/W2079072704","https://openalex.org/W2082676828","https://openalex.org/W2120523603","https://openalex.org/W2120539481","https://openalex.org/W3035994932","https://openalex.org/W4249135598","https://openalex.org/W6600704056"],"related_works":["https://openalex.org/W2133079869","https://openalex.org/W1969008554","https://openalex.org/W4220762673","https://openalex.org/W4247942852","https://openalex.org/W2301887030","https://openalex.org/W2075467564","https://openalex.org/W2230507463","https://openalex.org/W2090977055","https://openalex.org/W2181754809","https://openalex.org/W2034170328"],"abstract_inverted_index":{"The":[0,60],"growing":[1],"importance":[2],"of":[3,19,34,74,82,86,99,109,114,121,124],"the":[4,12,66,72,83,92,97,106,112,128],"service":[5,22,27,55,67,87,100,107,122,138],"sector":[6],"in":[7,11,21,44,65],"almost":[8],"every":[9],"economy":[10],"world":[13],"has":[14],"created":[15],"a":[16,118],"significant":[17],"amount":[18],"interest":[20],"operations.":[23],"In":[24,91],"practice,":[25],"many":[26],"sectors":[28],"have":[29],"sought":[30],"and":[31,42,89,133],"made":[32],"use":[33],"various":[35],"enhancement":[36],"programs":[37],"to":[38,47],"improve":[39],"their":[40],"operations":[41,56,68,101,139],"performance":[43],"an":[45],"attempt":[46],"hold":[48],"competitive":[49],"success.":[50],"As":[51],"most":[52],"researchers":[53],"recognize,":[54],"link":[57],"with":[58],"customers.":[59],"customers":[61,110,125],"as":[62],"participants":[63],"act":[64],"system":[69],"driven":[70],"by":[71,103],"goal":[73],"sufficing":[75],"his/her":[76],"added":[77],"values.":[78],"This":[79],"is":[80,131],"one":[81],"distinctive":[84],"features":[85],"production":[88],"consumption.":[90],"paper,":[93],"first,":[94],"we":[95],"propose":[96],"idea":[98],"improvement":[102,140],"mapping":[104],"objectively":[105],"experience":[108,123],"from":[111],"view":[113],"customer":[115],"journey.":[116],"Second,":[117],"portraying":[119],"scheme":[120],"based":[126],"on":[127,137],"IDEF3":[129],"technique":[130],"proposed,":[132],"last,":[134],"some":[135],"implications":[136],"are":[141],"given.":[142]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":15},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":7},{"year":2019,"cited_by_count":10},{"year":2018,"cited_by_count":9},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":10},{"year":2015,"cited_by_count":4},{"year":2014,"cited_by_count":7},{"year":2013,"cited_by_count":5},{"year":2012,"cited_by_count":3}],"updated_date":"2026-05-21T06:26:12.895304","created_date":"2025-10-10T00:00:00"}
