Class information for:
Level 1: CUSTOMER SATISFACTION//SERVICE QUALITY//SERVICE RECOVERY

Basic class information
ID Publications Average number
of references		 Avg. shr. active
ref. in WoS
214 3863 54.6 47%


Bar chart of Publication_year

Last years might be incomplete

Classes in level above (level 2)


ID, lev.
above		 Publications Label for level above
158 21929 BUSINESS//JOURNAL OF ADVERTISING RESEARCH//ADVANCES IN CONSUMER RESEARCH

Terms with highest relevance score


Rank Term Type of term Relevance score
(tfidf)		 Class's shr.
of term's tot.
occurrences		 Shr. of publ.
in class containing
term		 Num. of
publ. in
class
1 CUSTOMER SATISFACTION Author keyword 186 29% 14% 541
2 SERVICE QUALITY Author keyword 170 29% 13% 493
3 SERVICE RECOVERY Author keyword 151 65% 4% 142
4 SERVICE FAILURE Author keyword 114 68% 3% 101
5 CUSTOMER LOYALTY Author keyword 113 38% 6% 236
6 CUSTOMER SERVICES QUALITY Author keyword 78 60% 2% 85
7 JOURNAL OF SERVICES MARKETING Journal 71 42% 3% 131
8 MANAGING SERVICE QUALITY Journal 68 51% 2% 95
9 INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT Journal 67 39% 4% 136
10 SERVICE FAILURES Author keyword 63 76% 1% 44

Web of Science journal categories

Author Key Words


Rank Web of Science journal category Relevance score
(tfidf)		 Class's shr.
of term's tot.
occurrences		 Shr. of publ.
in class containing
term		 Num. of
publ. in
class		 LCSH search Wikipedia search
1 CUSTOMER SATISFACTION 186 29% 14% 541 Search CUSTOMER+SATISFACTION Search CUSTOMER+SATISFACTION
2 SERVICE QUALITY 170 29% 13% 493 Search SERVICE+QUALITY Search SERVICE+QUALITY
3 SERVICE RECOVERY 151 65% 4% 142 Search SERVICE+RECOVERY Search SERVICE+RECOVERY
4 SERVICE FAILURE 114 68% 3% 101 Search SERVICE+FAILURE Search SERVICE+FAILURE
5 CUSTOMER LOYALTY 113 38% 6% 236 Search CUSTOMER+LOYALTY Search CUSTOMER+LOYALTY
6 CUSTOMER SERVICES QUALITY 78 60% 2% 85 Search CUSTOMER+SERVICES+QUALITY Search CUSTOMER+SERVICES+QUALITY
7 SERVICE FAILURES 63 76% 1% 44 Search SERVICE+FAILURES Search SERVICE+FAILURES
8 LOYALTY 59 28% 5% 184 Search LOYALTY Search LOYALTY
9 PERCEIVED VALUE 48 35% 3% 111 Search PERCEIVED+VALUE Search PERCEIVED+VALUE
10 SERVQUAL 42 39% 2% 84 Search SERVQUAL Search SERVQUAL

Key Words Plus


Rank Web of Science journal category Relevance score
(tfidf)		 Class's shr.
of term's tot.
occurrences		 Shr. of publ.
in class containing
term		 Num. of
publ. in
class
1 CUSTOMER SATISFACTION 334 35% 20% 782
2 CONSUMER PERCEPTIONS 290 48% 12% 447
3 SERVICE QUALITY 186 27% 15% 582
4 LOYALTY 151 28% 12% 467
5 CONSUMER SATISFACTION 141 38% 8% 296
6 BEHAVIORAL INTENTIONS 131 40% 7% 253
7 MULTIPLE ITEM SCALE 123 56% 4% 149
8 SERVQUAL SCALE 120 65% 3% 113
9 PERCEIVED JUSTICE 104 76% 2% 73
10 COMPARISON STANDARD 73 76% 1% 51

Journals


Rank Web of Science journal category Relevance score
(tfidf)		 Class's shr.
of term's tot.
occurrences		 Shr. of publ.
in class containing
term		 Num. of
publ. in
class
1 JOURNAL OF SERVICES MARKETING 71 42% 3% 131
2 MANAGING SERVICE QUALITY 68 51% 2% 95
3 INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT 67 39% 4% 136
4 JOURNAL OF SERVICE RESEARCH 61 39% 3% 122
5 SERVICE INDUSTRIES JOURNAL 32 14% 5% 208
6 TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 22 14% 4% 145
7 INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT 20 14% 3% 129
8 JOURNAL OF RETAILING 15 12% 3% 112
9 JOURNAL OF THE ACADEMY OF MARKETING SCIENCE 11 12% 2% 84
10 JOURNAL OF SERVICE MANAGEMENT 11 22% 1% 44

Reviews


Title Publ. year Cit. Active
references		 % act. ref.
to same field
A Service Climate Synthesis and Future Research Agenda 2014 8 79 33%
Customer Experience Creation: Determinants, Dynamics and Management Strategies 2009 137 74 41%
Customer satisfaction: A meta-analysis of the empirical evidence 2001 398 44 84%
Some new thoughts on conceptualizing perceived service quality: A hierarchical approach 2001 434 62 73%
VALUE, SATISFACTION AND BEHAVIORAL INTENTIONS IN AN ADVENTURE TOURISM CONTEXT 2009 57 50 64%
Relationship quality as a predictor of B2B customer loyalty 2007 129 62 58%
Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students' travel behaviour 2006 143 41 56%
The four levels of loyalty and the pivotal role of trust: a study of online service dynamics 2004 227 76 51%
A longitudinal analysis of customer satisfaction and share of wallet: Investigating the moderating effect of customer characteristics 2007 105 70 56%
The critical incident technique in service research 2004 139 45 67%

Address terms


Rank Address term Relevance score
(tfidf)		 Class's shr.
of term's tot.
occurrences		 Shr. of publ.
in class containing
term		 Num. of
publ. in
class
1 TOURISM CONVENT 31 67% 0.7% 28
2 HOSPITALITY TOURISM MANAGEMENT 9 13% 1.7% 64
3 SERV INTELLIGENCE 7 56% 0.2% 9
4 TOURISM MANAGEMENT 6 12% 1.2% 48
5 MKT MKT 4 28% 0.3% 13
6 MKT SUBJECT GRP 4 75% 0.1% 3
7 WYDZIAL INZYNIERII PRODUKCJI 4 75% 0.1% 3
8 COMERCIALIZAC INVEST MERCADOS 4 28% 0.3% 12
9 HOSPITALITY MANAGEMENT DIETET 4 32% 0.3% 10
10 FOOD TECHNOL MKT MANAGEMENT 3 50% 0.1% 5

Related classes at same level (level 1)


Rank Relatedness score Related classes
1 0.0000265623 IMPORTANCE PERFORMANCE ANALYSIS//THREE FACTOR THEORY//GEN TOURISM MANAGEMENT
2 0.0000170133 BEHAVIORAL PERSPECTIVE MODEL//AMBIENT SCENT//STORE ATMOSPHERICS
3 0.0000119934 LOYALTY PROGRAMS//SWITCHING COSTS//LOYALTY PROGRAM
4 0.0000118755 SERVICE DOMINANT LOGIC//PRODUCT SERVICE SYSTEMS//JOURNAL OF SERVICE MANAGEMENT
5 0.0000117001 CUSTOMER LIFETIME VALUE//CUSTOMER RELATIONSHIP MANAGEMENT//CHURN PREDICTION
6 0.0000112849 FORMATIVE MEASUREMENT//GENERALIZED STRUCTURED COMPONENT ANALYSIS//HUMAN OURCE MANAGEMENT ORG HRMO
7 0.0000105600 INDUSTRIAL MARKETING MANAGEMENT//JOURNAL OF BUSINESS & INDUSTRIAL MARKETING//JOURNAL OF BUSINESS-TO-BUSINESS MARKETING
8 0.0000102505 INGN CIENCIAS ARQUITECTURA//BUDGET HOTELS//1 ISOBUTOXY 3 CHLOROPROPANOL
9 0.0000096016 ONLINE TRUST//TRUST IN E COMMERCE//INITIAL TRUST
10 0.0000089983 TECHNOLOGY ACCEPTANCE MODEL//INTERNATIONAL JOURNAL OF MOBILE COMMUNICATIONS//TECHNOLOGY ACCEPTANCE