{"id":"https://openalex.org/W2079487396","doi":"https://doi.org/10.4018/jssmet.2013010104","title":"Measurement of Service Efficiency in Different Types of Banking Services","display_name":"Measurement of Service Efficiency in Different Types of Banking Services","publication_year":2013,"publication_date":"2013-01-01","ids":{"openalex":"https://openalex.org/W2079487396","doi":"https://doi.org/10.4018/jssmet.2013010104","mag":"2079487396"},"language":"en","primary_location":{"id":"doi:10.4018/jssmet.2013010104","is_oa":false,"landing_page_url":"https://doi.org/10.4018/jssmet.2013010104","pdf_url":null,"source":{"id":"https://openalex.org/S149715497","display_name":"International Journal of Service Science Management Engineering and Technology","issn_l":"1947-959X","issn":["1947-959X","1947-9603"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Service Science, Management, Engineering, and 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/A5034125542","display_name":"Markku Tinnil\u00e4","orcid":null},"institutions":[{"id":"https://openalex.org/I9927081","display_name":"Aalto University","ror":"https://ror.org/020hwjq30","country_code":"FI","type":"education","lineage":["https://openalex.org/I9927081"]}],"countries":["FI"],"is_corresponding":true,"raw_author_name":"Markku Tinnil\u00e4","raw_affiliation_strings":["Department of Information and Service Economy, Aalto University School of Business, Aalto University, Aalto, Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Information and Service Economy, Aalto University School of Business, Aalto University, Aalto, Finland","institution_ids":["https://openalex.org/I9927081"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5034125542"],"corresponding_institution_ids":["https://openalex.org/I9927081"],"apc_list":null,"apc_paid":null,"fwci":3.6491,"has_fulltext":false,"cited_by_count":24,"citation_normalized_percentile":{"value":0.93336199,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"4","issue":"1","first_page":"47","last_page":"67"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9919999837875366,"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":0.9919999837875366,"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/T11437","display_name":"Digital Platforms and Economics","score":0.9904000163078308,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and 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/T11114","display_name":"Service and Product Innovation","score":0.9864000082015991,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.7062139511108398},{"id":"https://openalex.org/keywords/type-of-service","display_name":"Type of service","score":0.6534761786460876},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.4883398711681366},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.44807955622673035},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.43223798274993896},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.23157230019569397}],"concepts":[{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.7062139511108398},{"id":"https://openalex.org/C159091166","wikidata":"https://www.wikidata.org/wiki/Q2635669","display_name":"Type of service","level":3,"score":0.6534761786460876},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.4883398711681366},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.44807955622673035},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.43223798274993896},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.23157230019569397},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.4018/jssmet.2013010104","is_oa":false,"landing_page_url":"https://doi.org/10.4018/jssmet.2013010104","pdf_url":null,"source":{"id":"https://openalex.org/S149715497","display_name":"International Journal of Service Science Management Engineering and Technology","issn_l":"1947-959X","issn":["1947-959X","1947-9603"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Service Science, Management, Engineering, and Technology","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:igg:jssmet:v:4:y:2013:i:1:p:47-67","is_oa":false,"landing_page_url":"https://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/jssmet.2013010104","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":48,"referenced_works":["https://openalex.org/W46820516","https://openalex.org/W1493357745","https://openalex.org/W1512965346","https://openalex.org/W1532816059","https://openalex.org/W1928067646","https://openalex.org/W1967229606","https://openalex.org/W1972467724","https://openalex.org/W1972970784","https://openalex.org/W1973695731","https://openalex.org/W1977083732","https://openalex.org/W1989859547","https://openalex.org/W1990260952","https://openalex.org/W2008925078","https://openalex.org/W2010060246","https://openalex.org/W2014631656","https://openalex.org/W2016874821","https://openalex.org/W2025322996","https://openalex.org/W2027532824","https://openalex.org/W2027620438","https://openalex.org/W2028839466","https://openalex.org/W2038617385","https://openalex.org/W2040714583","https://openalex.org/W2041745922","https://openalex.org/W2042113379","https://openalex.org/W2044729466","https://openalex.org/W2049164075","https://openalex.org/W2049758189","https://openalex.org/W2054922835","https://openalex.org/W2059767861","https://openalex.org/W2060841925","https://openalex.org/W2068502375","https://openalex.org/W2071612295","https://openalex.org/W2071667615","https://openalex.org/W2079999762","https://openalex.org/W2083861052","https://openalex.org/W2091041791","https://openalex.org/W2091138204","https://openalex.org/W2091296032","https://openalex.org/W2092654392","https://openalex.org/W2098903928","https://openalex.org/W2108176465","https://openalex.org/W2111652331","https://openalex.org/W2121054805","https://openalex.org/W2130762239","https://openalex.org/W2131757366","https://openalex.org/W2134178928","https://openalex.org/W2161621264","https://openalex.org/W2526095635"],"related_works":["https://openalex.org/W2748952813","https://openalex.org/W2390279801","https://openalex.org/W2358668433","https://openalex.org/W2376932109","https://openalex.org/W1985418137","https://openalex.org/W584363803","https://openalex.org/W1965457424","https://openalex.org/W2381367409","https://openalex.org/W1995704456","https://openalex.org/W4244673863"],"abstract_inverted_index":{"As":[0],"the":[1,9,17,29,60,77,93,96,108,123,130],"share":[2],"of":[3,11,38,62,65,76,95,110,116,129,148],"services":[4,39,104,126,132],"in":[5,107,127],"economies":[6],"grow":[7],"globally,":[8],"efficiency":[10,61,112,149],"service":[12,21,111,152],"production":[13],"becomes":[14],"crucial.":[15],"Despite":[16],"many":[18,87],"studies":[19],"on":[20,119],"efficiency,":[22],"it":[23],"has":[24,81,125],"proven":[25],"difficult":[26],"to":[27,42,47],"find":[28],"right":[30],"measures.":[31],"The":[32,67,114],"main":[33,131],"reason":[34],"is":[35,74,118,136,140],"wide":[36],"range":[37],"from":[40,45],"simple":[41],"complex,":[43],"and":[44,80,84,100,145],"mass":[46],"professional":[48],"services.":[49,66],"Consequently,":[50],"there":[51],"are":[52,154],"no":[53],"commonly":[54],"accepted":[55],"measurement":[56],"frameworks":[57],"for":[58,142,150],"comparing":[59],"different":[63],"types":[64,105,153],"Service":[68,97],"process":[69,98],"matrix":[70,99],"developed":[71],"by":[72,86],"Schmenner":[73],"one":[75],"most":[78],"widespread":[79],"been":[82],"extended":[83],"applied":[85],"other":[88],"researchers.":[89],"This":[90],"paper":[91],"uses":[92],"classification":[94],"its":[101],"four":[102],"basic":[103],"recognized":[106],"analysis":[109,117],"measurement.":[113],"focus":[115],"banking":[120],"services,":[121],"as":[122],"industry":[124],"all":[128,151],"categories.":[133],"Each":[134],"category":[135],"analysed":[137],"separately,":[138],"literature":[139],"reviewed":[141],"suitable":[143,146],"measures":[144,147],"proposed.":[155]},"counts_by_year":[{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":3},{"year":2018,"cited_by_count":9},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":3}],"updated_date":"2026-06-11T06:19:23.411458","created_date":"2016-06-24T00:00:00"}
