{"id":"https://openalex.org/W2762224223","doi":"https://doi.org/10.1504/ijads.2018.10008502","title":"Performance Assessment Model for Bank Clients Services and Business Development Process: A Constructivist Proposal","display_name":"Performance Assessment Model for Bank Clients Services and Business Development Process: A Constructivist Proposal","publication_year":2017,"publication_date":"2017-10-15","ids":{"openalex":"https://openalex.org/W2762224223","doi":"https://doi.org/10.1504/ijads.2018.10008502","mag":"2762224223"},"language":"en","primary_location":{"id":"doi:10.1504/ijads.2018.10008502","is_oa":true,"landing_page_url":"https://doi.org/10.1504/ijads.2018.10008502","pdf_url":"https://doi.org/10.1504/ijads.2018.10008502","source":{"id":"https://openalex.org/S12980254","display_name":"International Journal of Applied Decision Sciences","issn_l":"1755-8077","issn":["1755-8077","1755-8085"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Applied Decision Sciences","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://doi.org/10.1504/ijads.2018.10008502","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5008770657","display_name":"Leonardo Ensslin","orcid":"https://orcid.org/0000-0001-7963-4679"},"institutions":[{"id":"https://openalex.org/I4210088382","display_name":"Universidade do Sul de Santa Catarina","ror":"https://ror.org/006qssd78","country_code":"BR","type":"education","lineage":["https://openalex.org/I4210088382"]}],"countries":["BR"],"is_corresponding":true,"raw_author_name":"Leonardo Ensslin","raw_affiliation_strings":["University of Southern Santa Catarina, Florianopolis, SC, Brazil"],"affiliations":[{"raw_affiliation_string":"University of Southern Santa Catarina, Florianopolis, SC, Brazil","institution_ids":["https://openalex.org/I4210088382"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5012439629","display_name":"Sandra Rolim Ensslin","orcid":"https://orcid.org/0000-0001-7420-8507"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Sandra Ensslin","raw_affiliation_strings":["Federal University of Santa Catarina. Florian\u00f3polis, SC, Brazil"],"affiliations":[{"raw_affiliation_string":"Federal University of Santa Catarina. Florian\u00f3polis, SC, Brazil","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5047164840","display_name":"Ademar Dutra","orcid":"https://orcid.org/0000-0001-5289-9482"},"institutions":[{"id":"https://openalex.org/I4210088382","display_name":"Universidade do Sul de Santa Catarina","ror":"https://ror.org/006qssd78","country_code":"BR","type":"education","lineage":["https://openalex.org/I4210088382"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Ademar Dutra","raw_affiliation_strings":["University of Southern Santa Catarina, Florianopolis, SC, Brazil"],"affiliations":[{"raw_affiliation_string":"University of Southern Santa Catarina, Florianopolis, SC, Brazil","institution_ids":["https://openalex.org/I4210088382"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5050672076","display_name":"Vin\u00edcius Dezem","orcid":"https://orcid.org/0009-0007-8332-2273"},"institutions":[{"id":"https://openalex.org/I126460647","display_name":"Universidade Federal do Rio Grande","ror":"https://ror.org/05hpfkn88","country_code":"BR","type":"education","lineage":["https://openalex.org/I126460647"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Vinicius Dezem","raw_affiliation_strings":["Federal University of Rio Grande, Rio Grande \u2013 RS, Brazil"],"affiliations":[{"raw_affiliation_string":"Federal University of Rio Grande, Rio Grande \u2013 RS, Brazil","institution_ids":["https://openalex.org/I126460647"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5040409083","display_name":"Andr\u00e9 Andrade Longaray","orcid":"https://orcid.org/0000-0002-2908-9390"},"institutions":[{"id":"https://openalex.org/I4210088382","display_name":"Universidade do Sul de Santa Catarina","ror":"https://ror.org/006qssd78","country_code":"BR","type":"education","lineage":["https://openalex.org/I4210088382"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Andre Longaray","raw_affiliation_strings":["University of Southern Santa Catarina, Florianopolis, SC, Brazil"],"affiliations":[{"raw_affiliation_string":"University of Southern Santa Catarina, Florianopolis, SC, Brazil","institution_ids":["https://openalex.org/I4210088382"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":5,"corresponding_author_ids":["https://openalex.org/A5008770657"],"corresponding_institution_ids":["https://openalex.org/I4210088382"],"apc_list":null,"apc_paid":null,"fwci":1.3943,"has_fulltext":false,"cited_by_count":11,"citation_normalized_percentile":{"value":0.86082043,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"11","issue":"1","first_page":"1","last_page":"1"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9550999999046326,"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":0.9550999999046326,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.6754981279373169},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5896713733673096},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.5593403577804565},{"id":"https://openalex.org/keywords/business-model","display_name":"Business model","score":0.41848433017730713},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4164343774318695},{"id":"https://openalex.org/keywords/structural-equation-modeling","display_name":"Structural equation modeling","score":0.4157814383506775},{"id":"https://openalex.org/keywords/accounting","display_name":"Accounting","score":0.4032478332519531},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.3508971929550171},{"id":"https://openalex.org/keywords/industrial-organization","display_name":"Industrial organization","score":0.3507775068283081},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.2569013237953186}],"concepts":[{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.6754981279373169},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5896713733673096},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5593403577804565},{"id":"https://openalex.org/C4216890","wikidata":"https://www.wikidata.org/wiki/Q815823","display_name":"Business model","level":2,"score":0.41848433017730713},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4164343774318695},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.4157814383506775},{"id":"https://openalex.org/C121955636","wikidata":"https://www.wikidata.org/wiki/Q4116214","display_name":"Accounting","level":1,"score":0.4032478332519531},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3508971929550171},{"id":"https://openalex.org/C40700","wikidata":"https://www.wikidata.org/wiki/Q1411783","display_name":"Industrial organization","level":1,"score":0.3507775068283081},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2569013237953186},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1504/ijads.2018.10008502","is_oa":true,"landing_page_url":"https://doi.org/10.1504/ijads.2018.10008502","pdf_url":"https://doi.org/10.1504/ijads.2018.10008502","source":{"id":"https://openalex.org/S12980254","display_name":"International Journal of Applied Decision Sciences","issn_l":"1755-8077","issn":["1755-8077","1755-8085"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Applied Decision Sciences","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.1504/ijads.2018.10008502","is_oa":true,"landing_page_url":"https://doi.org/10.1504/ijads.2018.10008502","pdf_url":"https://doi.org/10.1504/ijads.2018.10008502","source":{"id":"https://openalex.org/S12980254","display_name":"International Journal of Applied Decision Sciences","issn_l":"1755-8077","issn":["1755-8077","1755-8085"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Applied Decision Sciences","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/16","score":0.699999988079071,"display_name":"Peace, Justice and strong institutions"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2762224223.pdf","grobid_xml":"https://content.openalex.org/works/W2762224223.grobid-xml"},"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2303173273","https://openalex.org/W2024934382","https://openalex.org/W2513767888","https://openalex.org/W1971798297","https://openalex.org/W3147308590","https://openalex.org/W1528049813","https://openalex.org/W1968285868","https://openalex.org/W4388140417","https://openalex.org/W2364043478","https://openalex.org/W3153451317"],"abstract_inverted_index":{"The":[0,58,70],"banking":[1],"sector":[2],"has":[3],"been":[4],"characterised":[5],"by":[6,13],"ongoing":[7],"evolution":[8],"in":[9,15,18],"service":[10],"rendering,":[11],"driven":[12],"advances":[14],"technology,":[16],"changes":[17],"client":[19],"profiles,":[20],"and":[21,25,43,56,78,91,97,99],"susceptibility":[22],"to":[23,38],"political":[24],"economic":[26],"issues.":[27],"This":[28],"article":[29],"describes":[30],"the":[31,40,51,67,75,86,102,105,114],"development":[32,45],"stages":[33],"of":[34,53,80,85,104,113],"a":[35,63,110],"decision-aid":[36],"system":[37],"manage":[39],"customer":[41],"relations":[42],"business":[44],"process":[46],"with":[47,95],"bank":[48],"clients,":[49],"using":[50,66],"perceptions":[52],"both":[54],"managers":[55,88],"clients.":[57],"investigation":[59],"was":[60],"conducted":[61],"through":[62],"case":[64],"study,":[65],"constructivist":[68],"MCDA.":[69],"elaborated":[71],"model":[72],"allowed":[73],"for":[74],"structured":[76],"identification":[77],"evaluation":[79],"99":[81],"descriptors.":[82],"Through":[83],"use":[84],"model,":[87],"gained":[89],"focus":[90],"confidence,":[92],"customers":[93],"reacted":[94],"gratitude":[96],"loyalty,":[98],"stakeholders":[100],"realised":[101],"importance":[103],"approach":[106],"as":[107],"they":[108],"had":[109],"clear":[111],"understanding":[112],"goals.":[115]},"counts_by_year":[{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":6},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
