{"id":"https://openalex.org/W3045963156","doi":"https://doi.org/10.1108/jsit-10-2019-0217","title":"Influencing factors in online tourism service quality: a fuzzy cognitive map based on customers\u2019 perceptions","display_name":"Influencing factors in online tourism service quality: a fuzzy cognitive map based on customers\u2019 perceptions","publication_year":2020,"publication_date":"2020-07-27","ids":{"openalex":"https://openalex.org/W3045963156","doi":"https://doi.org/10.1108/jsit-10-2019-0217","mag":"3045963156"},"language":"en","primary_location":{"id":"doi:10.1108/jsit-10-2019-0217","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jsit-10-2019-0217","pdf_url":null,"source":{"id":"https://openalex.org/S39868070","display_name":"Journal of Systems and Information Technology","issn_l":"1328-7265","issn":["1328-7265","1758-8847"],"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":"Journal of Systems and Information Technology","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/A5031723050","display_name":"Lan Xu","orcid":"https://orcid.org/0000-0003-3040-8640"},"institutions":[{"id":"https://openalex.org/I4210096899","display_name":"Jiangsu University of Science and Technology","ror":"https://ror.org/00tyjp878","country_code":"CN","type":"education","lineage":["https://openalex.org/I4210096899"]},{"id":"https://openalex.org/I9842412","display_name":"Nanjing University of Aeronautics and Astronautics","ror":"https://ror.org/01scyh794","country_code":"CN","type":"education","lineage":["https://openalex.org/I9842412"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Lan Xu","raw_affiliation_strings":["School of Economics and Management, Jiangsu University of Science and Technology, Zhenjiang, China and School of Economics and Management, Nanjing University of Aeronautics and Astronautics, Nanjing, China"],"affiliations":[{"raw_affiliation_string":"School of Economics and Management, Jiangsu University of Science and Technology, Zhenjiang, China and School of Economics and Management, Nanjing University of Aeronautics and Astronautics, Nanjing, China","institution_ids":["https://openalex.org/I9842412","https://openalex.org/I4210096899"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5040071327","display_name":"Xianlei Lu","orcid":"https://orcid.org/0000-0002-8821-8754"},"institutions":[{"id":"https://openalex.org/I4210096899","display_name":"Jiangsu University of Science and Technology","ror":"https://ror.org/00tyjp878","country_code":"CN","type":"education","lineage":["https://openalex.org/I4210096899"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Xianlei Lu","raw_affiliation_strings":["School of Economics and Management, Jiangsu University of Science and Technology, Zhenjiang, China"],"affiliations":[{"raw_affiliation_string":"School of Economics and Management, Jiangsu University of Science and Technology, Zhenjiang, China","institution_ids":["https://openalex.org/I4210096899"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5031723050"],"corresponding_institution_ids":["https://openalex.org/I4210096899","https://openalex.org/I9842412"],"apc_list":null,"apc_paid":null,"fwci":0.6628,"has_fulltext":false,"cited_by_count":9,"citation_normalized_percentile":{"value":0.75803314,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"22","issue":"4","first_page":"309","last_page":"328"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12805","display_name":"Cognitive Science and Mapping","score":0.9979000091552734,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12805","display_name":"Cognitive Science and Mapping","score":0.9979000091552734,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T13062","display_name":"Cognitive Computing and Networks","score":0.914900004863739,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/tourism","display_name":"Tourism","score":0.6439924836158752},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.6112253665924072},{"id":"https://openalex.org/keywords/fuzzy-cognitive-map","display_name":"Fuzzy cognitive map","score":0.6012217998504639},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5721908211708069},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5559817552566528},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.5460023283958435},{"id":"https://openalex.org/keywords/originality","display_name":"Originality","score":0.4617784917354584},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.43016183376312256},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.41392916440963745},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4023604691028595},{"id":"https://openalex.org/keywords/fuzzy-logic","display_name":"Fuzzy logic","score":0.39237433671951294},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.37600022554397583},{"id":"https://openalex.org/keywords/fuzzy-set","display_name":"Fuzzy set","score":0.20526260137557983},{"id":"https://openalex.org/keywords/fuzzy-number","display_name":"Fuzzy number","score":0.10504984855651855},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.0983380377292633},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.09396106004714966}],"concepts":[{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.6439924836158752},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6112253665924072},{"id":"https://openalex.org/C5041914","wikidata":"https://www.wikidata.org/wiki/Q5511107","display_name":"Fuzzy cognitive map","level":5,"score":0.6012217998504639},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5721908211708069},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5559817552566528},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5460023283958435},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.4617784917354584},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.43016183376312256},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.41392916440963745},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4023604691028595},{"id":"https://openalex.org/C58166","wikidata":"https://www.wikidata.org/wiki/Q224821","display_name":"Fuzzy logic","level":2,"score":0.39237433671951294},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.37600022554397583},{"id":"https://openalex.org/C42011625","wikidata":"https://www.wikidata.org/wiki/Q1055058","display_name":"Fuzzy set","level":3,"score":0.20526260137557983},{"id":"https://openalex.org/C1883856","wikidata":"https://www.wikidata.org/wiki/Q3407463","display_name":"Fuzzy number","level":4,"score":0.10504984855651855},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.0983380377292633},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.09396106004714966},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","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/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","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/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C11012388","wikidata":"https://www.wikidata.org/wiki/Q170658","display_name":"Creativity","level":2,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/jsit-10-2019-0217","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jsit-10-2019-0217","pdf_url":null,"source":{"id":"https://openalex.org/S39868070","display_name":"Journal of Systems and Information Technology","issn_l":"1328-7265","issn":["1328-7265","1758-8847"],"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":"Journal of Systems and Information Technology","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.6100000143051147,"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":37,"referenced_works":["https://openalex.org/W288487516","https://openalex.org/W1541487736","https://openalex.org/W1544500929","https://openalex.org/W1969267249","https://openalex.org/W1993220938","https://openalex.org/W1997466440","https://openalex.org/W2004397454","https://openalex.org/W2006900100","https://openalex.org/W2011732626","https://openalex.org/W2016339133","https://openalex.org/W2018877216","https://openalex.org/W2033384279","https://openalex.org/W2041210869","https://openalex.org/W2047468302","https://openalex.org/W2047761734","https://openalex.org/W2057028662","https://openalex.org/W2059927669","https://openalex.org/W2075232248","https://openalex.org/W2078918430","https://openalex.org/W2083405498","https://openalex.org/W2085987034","https://openalex.org/W2089580616","https://openalex.org/W2099078684","https://openalex.org/W2151694441","https://openalex.org/W2200655543","https://openalex.org/W2434978565","https://openalex.org/W2520361111","https://openalex.org/W2551504042","https://openalex.org/W2596243603","https://openalex.org/W2765730052","https://openalex.org/W2769200500","https://openalex.org/W2807953275","https://openalex.org/W2943834037","https://openalex.org/W2951463354","https://openalex.org/W3000269310","https://openalex.org/W3019040395","https://openalex.org/W3154845841"],"related_works":["https://openalex.org/W2041415459","https://openalex.org/W2593155302","https://openalex.org/W2072812638","https://openalex.org/W3126095231","https://openalex.org/W2352855287","https://openalex.org/W4200071106","https://openalex.org/W2378906650","https://openalex.org/W2384288445","https://openalex.org/W2382526412","https://openalex.org/W2347474189"],"abstract_inverted_index":{"Purpose":[0],"This":[1],"study":[2,123],"aims":[3],"to":[4,14,32,44],"explore":[5],"the":[6,16,22,49,59,95,106,111,125,138,158,161],"influencing":[7,97,129,148],"factors":[8,20,98,130,149],"of":[9,24,113,128,131,142,147,150,160],"online":[10,100,132,151],"tourism":[11,101,133,152],"service":[12,34,67,89,102,114,134,153],"quality":[13,35,135,154],"clarify":[15],"relationship":[17],"between":[18],"such":[19],"and":[21,29,57,73,76,81,86,91,136,140],"degree":[23],"influence":[25],"so":[26],"that":[27,65],"targeted":[28],"effective":[30],"measures":[31],"improve":[33],"can":[36,108],"be":[37],"suggested.":[38],"Design/methodology/approach":[39],"A":[40],"questionnaire":[41],"is":[42,155],"used":[43],"obtain":[45],"original":[46],"data,":[47],"establish":[48,118],"fuzzy":[50],"cognitive":[51],"map":[52],"(FCM)":[53],"structure":[54],"chart":[55],"model":[56],"modify":[58],"model.":[60,162],"Findings":[61],"The":[62,145],"results":[63],"reveal":[64],"comprehensive":[66,69],"types,":[68],"information":[70,82],"provided,":[71],"true":[72],"accurate,":[74],"upgrade":[75],"update,":[77],"payment":[78],"security,":[79,83],"data":[80],"customer":[84],"rights":[85],"interests":[87],"protection,":[88],"friendliness":[90],"evaluation":[92,126],"processing":[93],"are":[94],"key":[96],"in":[99],"quality.":[103,115],"In":[104],"addition,":[105],"FCM":[107,120],"also":[109],"predict":[110],"improvement":[112],"Originality/value":[116],"To":[117],"an":[119],"model,":[121],"this":[122],"establishes":[124],"framework":[127],"identifies":[137],"cause":[139],"effect":[141],"26":[143],"indicators.":[144],"mechanism":[146],"explored":[156],"through":[157],"iteration":[159]},"counts_by_year":[{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}