{"id":"https://openalex.org/W2027264158","doi":"https://doi.org/10.1300/j118v24n04_05","title":"What Is Your Library's Friendliness Factor?","display_name":"What Is Your Library's Friendliness Factor?","publication_year":2005,"publication_date":"2005-12-01","ids":{"openalex":"https://openalex.org/W2027264158","doi":"https://doi.org/10.1300/j118v24n04_05","mag":"2027264158"},"language":"en","primary_location":{"id":"doi:10.1300/j118v24n04_05","is_oa":false,"landing_page_url":"https://doi.org/10.1300/j118v24n04_05","pdf_url":null,"source":{"id":"https://openalex.org/S92883533","display_name":"Public Library Quarterly","issn_l":"0161-6846","issn":["0161-6846","1541-1540"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Public Library Quarterly","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/A5063652442","display_name":"Mary Wilkins Jordan","orcid":null},"institutions":[{"id":"https://openalex.org/I114027177","display_name":"University of North Carolina at Chapel Hill","ror":"https://ror.org/0130frc33","country_code":"US","type":"education","lineage":["https://openalex.org/I114027177"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Mary Wilkins Jordan","raw_affiliation_strings":["University of North Carolina , Chapel Hill E-mail: wilkinsj@email.unc.edu"],"affiliations":[{"raw_affiliation_string":"University of North Carolina , Chapel Hill E-mail: wilkinsj@email.unc.edu","institution_ids":["https://openalex.org/I114027177"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5063652442"],"corresponding_institution_ids":["https://openalex.org/I114027177"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.17776208,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":"24","issue":"4","first_page":"81","last_page":"99"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9975000023841858,"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":0.9975000023841858,"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":0.9793000221252441,"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":0.9139000177383423,"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/customer-service","display_name":"Customer service","score":0.5798302888870239},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5785337686538696},{"id":"https://openalex.org/keywords/feeling","display_name":"Feeling","score":0.5597096085548401},{"id":"https://openalex.org/keywords/factor","display_name":"Factor (programming language)","score":0.5523974895477295},{"id":"https://openalex.org/keywords/measure","display_name":"Measure (data warehouse)","score":0.5394358038902283},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.4373742938041687},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.3973059356212616},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.3889201283454895},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.3641276955604553},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.35226577520370483},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.3375436067581177},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.32896992564201355},{"id":"https://openalex.org/keywords/public-relations","display_name":"Public relations","score":0.32106804847717285},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.22652405500411987},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.12973281741142273},{"id":"https://openalex.org/keywords/database","display_name":"Database","score":0.09748464822769165}],"concepts":[{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.5798302888870239},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5785337686538696},{"id":"https://openalex.org/C122980154","wikidata":"https://www.wikidata.org/wiki/Q205555","display_name":"Feeling","level":2,"score":0.5597096085548401},{"id":"https://openalex.org/C2781039887","wikidata":"https://www.wikidata.org/wiki/Q1391724","display_name":"Factor (programming language)","level":2,"score":0.5523974895477295},{"id":"https://openalex.org/C2780009758","wikidata":"https://www.wikidata.org/wiki/Q6804172","display_name":"Measure (data warehouse)","level":2,"score":0.5394358038902283},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4373742938041687},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3973059356212616},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3889201283454895},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.3641276955604553},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.35226577520370483},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3375436067581177},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.32896992564201355},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.32106804847717285},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.22652405500411987},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.12973281741142273},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.09748464822769165},{"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/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1300/j118v24n04_05","is_oa":false,"landing_page_url":"https://doi.org/10.1300/j118v24n04_05","pdf_url":null,"source":{"id":"https://openalex.org/S92883533","display_name":"Public Library Quarterly","issn_l":"0161-6846","issn":["0161-6846","1541-1540"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Public Library Quarterly","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":8,"referenced_works":["https://openalex.org/W1565107257","https://openalex.org/W1567100902","https://openalex.org/W1593350625","https://openalex.org/W1974403464","https://openalex.org/W2121913725","https://openalex.org/W2154140298","https://openalex.org/W2165497646","https://openalex.org/W2790901075"],"related_works":["https://openalex.org/W2291261743","https://openalex.org/W1540119434","https://openalex.org/W4229598134","https://openalex.org/W2335262298","https://openalex.org/W2765982327","https://openalex.org/W2071657884","https://openalex.org/W213396585","https://openalex.org/W2068152137","https://openalex.org/W2358660055","https://openalex.org/W4237671428"],"abstract_inverted_index":{"ABSTRACT":[0],"Providing":[1],"good":[2,35],"customer":[3,12,36],"service":[4,13,37],"is":[5,14],"important":[6],"in":[7,87],"public":[8],"libraries.":[9],"But":[10],"measuring":[11],"difficult.":[15],"This":[16],"article":[17,81],"looks":[18],"at":[19],"one":[20],"method":[21],"of":[22,34,41,56],"measurement:":[23],"developing":[24],"the":[25,32,39,54,57,65],"Friendliness":[26,78],"Factor.":[27],"Individual":[28],"libraries":[29,71,97],"can":[30,52],"define":[31],"elements":[33],"and":[38,74,91],"kinds":[40],"staff":[42],"training":[43],"needed":[44],"to":[45,84,98],"achieve":[46],"those":[47],"elements.":[48],"And,":[49],"then":[50],"they":[51],"measure":[53],"results":[55],"friendly":[58],"feeling":[59],"their":[60,77,101],"patrons":[61],"experience":[62],"when":[63],"visiting":[64],"library.":[66],"In":[67],"this":[68],"study,":[69],"30":[70],"were":[72],"visited":[73],"evaluated":[75],"on":[76],"Factors.":[79],"The":[80],"includes":[82],"questions":[83],"be":[85],"used":[86],"a":[88,93],"friendliness":[89],"survey":[90],"provides":[92],"simple":[94],"methodology":[95],"for":[96,100],"adopt":[99],"own":[102],"use.":[103]},"counts_by_year":[{"year":2018,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":1}],"updated_date":"2026-02-25T21:11:00.739837","created_date":"2025-10-10T00:00:00"}