{"id":"https://openalex.org/W2073143354","doi":"https://doi.org/10.1145/1139922.1139948","title":"What academic research tells us about service","display_name":"What academic research tells us about service","publication_year":2006,"publication_date":"2006-07-01","ids":{"openalex":"https://openalex.org/W2073143354","doi":"https://doi.org/10.1145/1139922.1139948","mag":"2073143354"},"language":"en","primary_location":{"id":"doi:10.1145/1139922.1139948","is_oa":false,"landing_page_url":"https://doi.org/10.1145/1139922.1139948","pdf_url":null,"source":{"id":"https://openalex.org/S103482838","display_name":"Communications of the ACM","issn_l":"0001-0782","issn":["0001-0782","1557-7317"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Communications of the ACM","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/A5037954003","display_name":"Roland T. Rust","orcid":"https://orcid.org/0000-0003-2433-7719"},"institutions":[{"id":"https://openalex.org/I66946132","display_name":"University of Maryland, College Park","ror":"https://ror.org/047s2c258","country_code":"US","type":"education","lineage":["https://openalex.org/I66946132"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Roland T. Rust","raw_affiliation_strings":["University of Maryland, College Park, MD"],"affiliations":[{"raw_affiliation_string":"University of Maryland, College Park, MD","institution_ids":["https://openalex.org/I66946132"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5045189027","display_name":"Carol Miu","orcid":null},"institutions":[{"id":"https://openalex.org/I66946132","display_name":"University of Maryland, College Park","ror":"https://ror.org/047s2c258","country_code":"US","type":"education","lineage":["https://openalex.org/I66946132"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Carol Miu","raw_affiliation_strings":["University of Maryland, College Park, MD"],"affiliations":[{"raw_affiliation_string":"University of Maryland, College Park, MD","institution_ids":["https://openalex.org/I66946132"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5037954003"],"corresponding_institution_ids":["https://openalex.org/I66946132"],"apc_list":null,"apc_paid":null,"fwci":42.84283863,"has_fulltext":false,"cited_by_count":164,"citation_normalized_percentile":{"value":0.99880421,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":91,"max":100},"biblio":{"volume":"49","issue":"7","first_page":"49","last_page":"54"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9990000128746033,"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"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9990000128746033,"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9919000267982483,"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/T10609","display_name":"Digital Marketing and Social Media","score":0.9847000241279602,"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/computer-science","display_name":"Computer science","score":0.5109578967094421},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4780755043029785},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.33174335956573486},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.2675023376941681},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.10770955681800842}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5109578967094421},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4780755043029785},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.33174335956573486},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.2675023376941681},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.10770955681800842}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/1139922.1139948","is_oa":false,"landing_page_url":"https://doi.org/10.1145/1139922.1139948","pdf_url":null,"source":{"id":"https://openalex.org/S103482838","display_name":"Communications of the ACM","issn_l":"0001-0782","issn":["0001-0782","1557-7317"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Communications of the ACM","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/8","display_name":"Decent work and economic growth","score":0.5199999809265137}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":112,"referenced_works":["https://openalex.org/W10259981","https://openalex.org/W48382272","https://openalex.org/W128033230","https://openalex.org/W148760918","https://openalex.org/W169794968","https://openalex.org/W177275850","https://openalex.org/W358413981","https://openalex.org/W397370801","https://openalex.org/W565638796","https://openalex.org/W567874639","https://openalex.org/W578300925","https://openalex.org/W578584382","https://openalex.org/W918885930","https://openalex.org/W1495419098","https://openalex.org/W1497856011","https://openalex.org/W1502388085","https://openalex.org/W1526333779","https://openalex.org/W1529975861","https://openalex.org/W1532073982","https://openalex.org/W1534198929","https://openalex.org/W1537547771","https://openalex.org/W1540940861","https://openalex.org/W1551905080","https://openalex.org/W1556261887","https://openalex.org/W1601618420","https://openalex.org/W1602374198","https://openalex.org/W1604909128","https://openalex.org/W1608238977","https://openalex.org/W1714132059","https://openalex.org/W1727507497","https://openalex.org/W1964735047","https://openalex.org/W1965868677","https://openalex.org/W1967042038","https://openalex.org/W1967371805","https://openalex.org/W1967564341","https://openalex.org/W1970441067","https://openalex.org/W1970955382","https://openalex.org/W1972755324","https://openalex.org/W1975352827","https://openalex.org/W1975525977","https://openalex.org/W1979907230","https://openalex.org/W1988640842","https://openalex.org/W1996293917","https://openalex.org/W2004201361","https://openalex.org/W2010078021","https://openalex.org/W2013820510","https://openalex.org/W2018361521","https://openalex.org/W2020440142","https://openalex.org/W2023760245","https://openalex.org/W2028184439","https://openalex.org/W2050768357","https://openalex.org/W2065231053","https://openalex.org/W2072831243","https://openalex.org/W2075801888","https://openalex.org/W2078046106","https://openalex.org/W2080633489","https://openalex.org/W2082298179","https://openalex.org/W2091579301","https://openalex.org/W2101045954","https://openalex.org/W2107971134","https://openalex.org/W2118953194","https://openalex.org/W2119748171","https://openalex.org/W2124990143","https://openalex.org/W2130914035","https://openalex.org/W2135526934","https://openalex.org/W2135866537","https://openalex.org/W2137112378","https://openalex.org/W2140877597","https://openalex.org/W2142418121","https://openalex.org/W2145251909","https://openalex.org/W2145785612","https://openalex.org/W2146257737","https://openalex.org/W2150194963","https://openalex.org/W2150704630","https://openalex.org/W2151517224","https://openalex.org/W2151527246","https://openalex.org/W2156576935","https://openalex.org/W2158139600","https://openalex.org/W2168605160","https://openalex.org/W2215973396","https://openalex.org/W2302133561","https://openalex.org/W2317866279","https://openalex.org/W2329029318","https://openalex.org/W2481286965","https://openalex.org/W2486137291","https://openalex.org/W2490979969","https://openalex.org/W2626239712","https://openalex.org/W2789682599","https://openalex.org/W2795705015","https://openalex.org/W2798544580","https://openalex.org/W2801912492","https://openalex.org/W2895084344","https://openalex.org/W3104060564","https://openalex.org/W3124355776","https://openalex.org/W3125048458","https://openalex.org/W4211136176","https://openalex.org/W4230900875","https://openalex.org/W4236361279","https://openalex.org/W4238208558","https://openalex.org/W4240671868","https://openalex.org/W4240983158","https://openalex.org/W4240991674","https://openalex.org/W4251859756","https://openalex.org/W4285719527","https://openalex.org/W4388147587","https://openalex.org/W6600853261","https://openalex.org/W6606880982","https://openalex.org/W6631830515","https://openalex.org/W6670041938","https://openalex.org/W6722270915","https://openalex.org/W6761253602","https://openalex.org/W6785680958"],"related_works":["https://openalex.org/W2899084033","https://openalex.org/W2748952813","https://openalex.org/W2390279801","https://openalex.org/W2358668433","https://openalex.org/W2376932109","https://openalex.org/W2382290278","https://openalex.org/W2350741829","https://openalex.org/W2130043461","https://openalex.org/W2530322880","https://openalex.org/W1596801655"],"abstract_inverted_index":{"A":[0],"computing-driven":[1],"revolution":[2],"is":[3],"under":[4],"way":[5],"in":[6,22],"the":[7,12],"global":[8],"economy":[9],"guided":[10],"by":[11],"principle":[13],"that":[14],"every":[15],"business":[16,21],"must":[17],"become":[18],"a":[19],"service":[20],"order":[23],"to":[24],"survive.":[25]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":6},{"year":2019,"cited_by_count":5},{"year":2018,"cited_by_count":4},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":4},{"year":2015,"cited_by_count":6},{"year":2014,"cited_by_count":13},{"year":2013,"cited_by_count":9},{"year":2012,"cited_by_count":13}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
