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

Basic class information
Class id #P Avg. number of
references		 Database coverage
of references
427 3464 54.3 46%


Bar chart of Publication_year

Last years might be incomplete

Hierarchy of classes
The table includes all classes above and classes immediately below the current class.


Cluster id Level Cluster label #P
1 4 ECONOMICS//EDUCATION & EDUCATIONAL RESEARCH//PSYCHOL 3876184
294 3       COMMUNICATION//BUSINESS//PUBLIC RELATIONS REVIEW 41542
250 2             BUSINESS//ADVANCES IN CONSUMER RESEARCH//JOURNAL OF ADVERTISING RESEARCH 19820
427 1                   CUSTOMER SATISFACTION//SERVICE QUALITY//SERVICE FAILURE 3464

Terms with highest relevance score


rank Term termType Chi square Shr. of publ. in
class containing
term		 Class's shr. of
term's tot. occurrences		 #P with
term in
class
1 CUSTOMER SATISFACTION authKW 1617489 15% 36% 505
2 SERVICE QUALITY authKW 1553376 14% 37% 476
3 SERVICE FAILURE authKW 1097088 5% 79% 157
4 SERVICE RECOVERY authKW 1075358 5% 78% 157
5 CUSTOMER LOYALTY authKW 957209 6% 48% 225
6 SERVQUAL authKW 415778 2% 57% 83
7 LOYALTY authKW 378035 5% 26% 166
8 JOURNAL OF SERVICES MARKETING journal 329418 4% 31% 122
9 PERCEIVED VALUE authKW 313883 3% 35% 102
10 INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT journal 309214 3% 32% 111

Web of Science journal categories


Rank Term Chi square Shr. of publ. in
class containing
term		 Class's shr. of
term's tot. occurrences		 #P with term
in class
1 Business 163072 40% 1% 1382
2 Management 89591 35% 1% 1214
3 Hospitality, Leisure, Sport & Tourism 81007 14% 2% 481
4 Transportation 2320 3% 0% 90
5 Psychology, Applied 1634 4% 0% 126
6 Operations Research & Management Science 455 3% 0% 106
7 Economics 421 5% 0% 165
8 Information Science & Library Science 336 2% 0% 62
9 Engineering, Industrial 207 2% 0% 56
10 Sociology 194 2% 0% 60

Address terms


Rank Term Chi square Shr. of publ. in
class containing
term		 Class's shr. of
term's tot. occurrences		 #P with
term in
class
1 TOURISM CONVENT 171358 1% 59% 33
2 MKT 138275 11% 4% 371
3 HOSPITALITY TOURISM MANAGEMENT 58487 2% 10% 64
4 BUSINESS ADM 43707 10% 1% 356
5 TOURISM MANAGEMENT 34639 1% 9% 45
6 HOTEL TOURISM MANAGEMENT 29191 2% 5% 61
7 TOURISM HOSPITALITY CULINARY MANAGEMENT 26440 0% 100% 3
8 SERV INTELLIGENCE 22720 0% 37% 7
9 MKT MKT 22672 0% 23% 11
10 COMERCIALIZAC INVEST MERCADOS 22200 0% 23% 11

Journals


Rank Term Chi square Shr. of publ. in
class containing
term		 Class's shr. of
term's tot. occurrences		 #P with
term in
class
1 JOURNAL OF SERVICES MARKETING 329418 4% 31% 122
2 INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT 309214 3% 32% 111
3 JOURNAL OF SERVICE RESEARCH 250958 3% 29% 99
4 MANAGING SERVICE QUALITY 240060 2% 38% 71
5 SERVICE INDUSTRIES JOURNAL 175893 5% 12% 173
6 TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 132835 4% 11% 132
7 INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT 113943 3% 11% 118
8 INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT 85265 2% 13% 73
9 JOURNAL OF RETAILING 67298 2% 9% 85
10 JOURNAL OF TRAVEL & TOURISM MARKETING 58873 2% 11% 61

Author Key Words


Rank Term Chi square Shr. of publ. in
class containing
term		 Class's shr. of
term's tot. occurrences		 #P with
term in
class		 LCSH search Wikipedia search
1 CUSTOMER SATISFACTION 1617489 15% 36% 505 Search CUSTOMER+SATISFACTION Search CUSTOMER+SATISFACTION
2 SERVICE QUALITY 1553376 14% 37% 476 Search SERVICE+QUALITY Search SERVICE+QUALITY
3 SERVICE FAILURE 1097088 5% 79% 157 Search SERVICE+FAILURE Search SERVICE+FAILURE
4 SERVICE RECOVERY 1075358 5% 78% 157 Search SERVICE+RECOVERY Search SERVICE+RECOVERY
5 CUSTOMER LOYALTY 957209 6% 48% 225 Search CUSTOMER+LOYALTY Search CUSTOMER+LOYALTY
6 SERVQUAL 415778 2% 57% 83 Search SERVQUAL Search SERVQUAL
7 LOYALTY 378035 5% 26% 166 Search LOYALTY Search LOYALTY
8 PERCEIVED VALUE 313883 3% 35% 102 Search PERCEIVED+VALUE Search PERCEIVED+VALUE
9 CUSTOMER SERVICES QUALITY 282519 2% 48% 67 Search CUSTOMER+SERVICES+QUALITY Search CUSTOMER+SERVICES+QUALITY
10 SATISFACTION 164066 8% 7% 272 Search SATISFACTION Search SATISFACTION

Core articles
The table includes core articles in the class. The following variables is taken into account for the relevance score of an article in a cluster c:
(1) Number of references referring to publications in the class.
(2) Share of total number of active references referring to publications in the class.
(3) Age of the article. New articles get higher score than old articles.
(4) Citation rate, normalized to year.


Rank Reference # ref.
in cl.		 Shr. of ref. in
cl.		 Citations
1 CRONIN, JJ , BRADY, MK , HULT, GTM , (2000) ASSESSING THE EFFECTS OF QUALITY, VALUE, AND CUSTOMER SATISFACTION ON CONSUMER BEHAVIORAL INTENTIONS IN SERVICE ENVIRONMENTS.JOURNAL OF RETAILING. VOL. 76. ISSUE 2. P. 193 -218 45 79% 1121
2 KIM, MG , WANG, CY , MATTILA, AS , (2010) THE RELATIONSHIP BETWEEN CONSUMER COMPLAINING BEHAVIOR AND SERVICE RECOVERY.INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT. VOL. 22. ISSUE 7. P. 975 -991 60 83% 18
3 LAI, IKW , (2015) THE ROLES OF VALUE, SATISFACTION, AND COMMITMENT IN THE EFFECT OF SERVICE QUALITY ON CUSTOMER LOYALTY IN HONG KONG-STYLE TEA RESTAURANTS.CORNELL HOSPITALITY QUARTERLY. VOL. 56. ISSUE 1. P. 118 -138 56 68% 3
4 FU, H , WU, DC , HUANG, SS , SONG, HY , GONG, JH , (2015) MONETARY OR NONMONETARY COMPENSATION FOR SERVICE FAILURE? A STUDY OF CUSTOMER PREFERENCES UNDER VARIOUS LOCI OF CAUSALITY.INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT. VOL. 46. ISSUE . P. 55 -64 47 84% 0
5 CHIH, WH , WANG, KY , HSU, LC , CHENG, IS , (2012) FROM DISCONFIRMATION TO SWITCHING: AN EMPIRICAL INVESTIGATION OF SWITCHING INTENTIONS AFTER SERVICE FAILURE AND RECOVERY.SERVICE INDUSTRIES JOURNAL. VOL. 32. ISSUE 8. P. 1305-1321 46 87% 4
6 SZYMANSKI, DM , HENARD, DH , (2001) CUSTOMER SATISFACTION: A META-ANALYSIS OF THE EMPIRICAL EVIDENCE.JOURNAL OF THE ACADEMY OF MARKETING SCIENCE. VOL. 29. ISSUE 1. P. 16 -35 38 86% 464
7 NIKBIN, D , MARIMUTHU, M , HYUN, SS , ISMAIL, I , (2015) RELATIONSHIPS OF PERCEIVED JUSTICE TO SERVICE RECOVERY, SERVICE FAILURE ATTRIBUTIONS, RECOVERY SATISFACTION, AND LOYALTY IN THE CONTEXT OF AIRLINE TRAVELERS.ASIA PACIFIC JOURNAL OF TOURISM RESEARCH. VOL. 20. ISSUE 3. P. 239 -262 39 87% 3
8 CLEMES, MD , GAN, C , REN, M , (2011) SYNTHESIZING THE EFFECTS OF SERVICE QUALITY, VALUE, AND CUSTOMER SATISFACTION ON BEHAVIORAL INTENTIONS IN THE MOTEL INDUSTRY: AN EMPIRICAL ANALYSIS.JOURNAL OF HOSPITALITY & TOURISM RESEARCH. VOL. 35. ISSUE 4. P. 530-568 40 87% 26
9 VARELA-NEIRA, C , VAZQUEZ-CASIELLES, R , IGLESIAS, V , (2010) LACK OF PREFERENTIAL TREATMENT: EFFECTS ON DISSATISFACTION AFTER A SERVICE FAILURE.JOURNAL OF SERVICE MANAGEMENT. VOL. 21. ISSUE 1. P. 45-68 51 73% 7
10 NEIRA, CV , CASIELLES, RV , ARGUELLES, VI , (2009) DEFECTION BEHAVIOR IN A SERVICE FAILURE AND RECOVERY CONTEXT.CUADERNOS DE ECONOMIA Y DIRECCION DE LA EMPRESA. VOL. . ISSUE 40. P. 143-169 47 82% 0

Classes with closest relation at Level 1


Rank Class id link
1 28599 IMPORTANCE PERFORMANCE ANALYSIS//THREE FACTOR THEORY//GEN TOURISM MANAGEMENT
2 14151 SERVICESCAPE//ATMOSPHERICS//AMBIENT SCENT
3 9382 CUSTOMER RELATIONSHIP MANAGEMENT//CUSTOMER LIFETIME VALUE//LOYALTY PROGRAMS
4 4297 SERVICE DOMINANT LOGIC//VALUE CO CREATION//SERVICE INNOVATION
5 2057 ONLINE SHOPPING//ELECTRONIC COMMERCE//E COMMERCE
6 2118 INDUSTRIAL MARKETING MANAGEMENT//JOURNAL OF BUSINESS & INDUSTRIAL MARKETING//RELATIONSHIP MARKETING
7 11056 SALES MANAGEMENT//SALES FORCE//SALES PERFORMANCE
8 23992 FORMATIVE MEASUREMENT//HUMAN OURCE MANAGEMENT ORG HRMO//CAUSAL INDICATORS
9 7706 BRAND EXTENSIONS//BRAND EQUITY//BRAND PERSONALITY
10 1569 DESTINATION IMAGE//HOSPITALITY, LEISURE, SPORT & TOURISM//ANNALS OF TOURISM RESEARCH

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