Class information for:
Level 1: SERVICE FAILURE//SERVICE RECOVERY//PERCEIVED JUSTICE

Basic class information
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
2 4 ECONOMICS//POLITICAL SCIENCE//EDUCATION & EDUCATIONAL RESEARCH 1996300
9 3       BUSINESS//MANAGEMENT//MKT 148837
253 2             BUSINESS//ADVANCES IN CONSUMER RESEARCH//JOURNAL OF ADVERTISING RESEARCH 19652
13320 1                   SERVICE FAILURE//SERVICE RECOVERY//PERCEIVED JUSTICE 876

Terms with highest relevance score


rank Category termType chi_square shrOfCwithTerm shrOfTermInClass termInClass
1 SERVICE FAILURE authKW 4236337 18% 75% 158
2 SERVICE RECOVERY authKW 4038879 18% 72% 155
3 PERCEIVED JUSTICE authKW 749329 3% 77% 27
4 COMPLAINT MANAGEMENT authKW 661322 3% 74% 25
5 RECOVERY SATISFACTION authKW 334856 1% 85% 11
6 COMPLAINT HANDLING authKW 319994 1% 68% 13
7 JUSTICE THEORY authKW 315052 2% 52% 17
8 SERVICE FAILURE AND RECOVERY authKW 242838 1% 75% 9
9 COMPLAINING BEHAVIOR authKW 230247 1% 80% 8
10 COMPLAINTS authKW 188707 4% 15% 36

Web of Science journal categories


chi_square_rank Category chi_square shrOfCwithTerm shrOfTermInClass termInClass
1 Business 87189 58% 0% 512
2 Hospitality, Leisure, Sport & Tourism 13392 11% 0% 100
3 Management 12910 27% 0% 234
4 Psychology, Applied 635 4% 0% 39
5 Psychology, Social 191 3% 0% 24
6 Sociology 117 3% 0% 22
7 Economics 115 5% 0% 43
8 Operations Research & Management Science 97 3% 0% 25
9 Communication 67 1% 0% 11
10 Ethics 67 1% 0% 9

Address terms


chi_square_rank term chi_square shrOfCwithTerm shrOfTermInClass termInClass
1 MKT 75602 16% 1% 143
2 UNISINOS BUSINESS 46252 0% 43% 3
3 TOURISM CONVENT 39012 1% 14% 8
4 ABORAT INNOVAT OURCE CONSERVING ENIV 35977 0% 100% 1
5 AREA MERCADOTECNIA 35977 0% 100% 1
6 ASIA PACIFIC EXECUT MBA PROGRAM 35977 0% 100% 1
7 BUSINESS ADM BWZ 35977 0% 100% 1
8 BUSINESS STUDIES BWZ 35977 0% 100% 1
9 CATEDRAT ESCUELA UNIV COMERCIALIZAC INVEST MERC 35977 0% 100% 1
10 CHAIR COMMERCIAL SPACE CUSTOMER SERV MANAGEMENT 35977 0% 100% 1

Journals


chi_square_rank term chi_square shrOfCwithTerm shrOfTermInClass termInClass
1 JOURNAL OF SERVICE RESEARCH 173796 5% 12% 42
2 JOURNAL OF SERVICES MARKETING 151796 5% 10% 43
3 INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT 64015 3% 7% 25
4 MANAGING SERVICE QUALITY 56170 2% 9% 17
5 JOURNAL OF CONSUMER AFFAIRS 36864 3% 4% 28
6 INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT 35011 4% 3% 33
7 JOURNAL OF SERVICE MANAGEMENT 33099 2% 6% 16
8 SERVICE INDUSTRIES JOURNAL 23859 4% 2% 32
9 JOURNAL OF RETAILING 23349 3% 3% 25
10 ADVANCES IN CONSUMER RESEARCH 22535 4% 2% 39

Author Key Words


chi_square_rank term chi_square shrOfCwithTerm shrOfTermInClass termInClass LCSH search Wikipedia search
1 SERVICE FAILURE 4236337 18% 75% 158 Search SERVICE+FAILURE Search SERVICE+FAILURE
2 SERVICE RECOVERY 4038879 18% 72% 155 Search SERVICE+RECOVERY Search SERVICE+RECOVERY
3 PERCEIVED JUSTICE 749329 3% 77% 27 Search PERCEIVED+JUSTICE Search PERCEIVED+JUSTICE
4 COMPLAINT MANAGEMENT 661322 3% 74% 25 Search COMPLAINT+MANAGEMENT Search COMPLAINT+MANAGEMENT
5 RECOVERY SATISFACTION 334856 1% 85% 11 Search RECOVERY+SATISFACTION Search RECOVERY+SATISFACTION
6 COMPLAINT HANDLING 319994 1% 68% 13 Search COMPLAINT+HANDLING Search COMPLAINT+HANDLING
7 JUSTICE THEORY 315052 2% 52% 17 Search JUSTICE+THEORY Search JUSTICE+THEORY
8 SERVICE FAILURE AND RECOVERY 242838 1% 75% 9 Search SERVICE+FAILURE+AND+RECOVERY Search SERVICE+FAILURE+AND+RECOVERY
9 COMPLAINING BEHAVIOR 230247 1% 80% 8 Search COMPLAINING+BEHAVIOR Search COMPLAINING+BEHAVIOR
10 COMPLAINTS 188707 4% 15% 36 Search COMPLAINTS Search COMPLAINTS

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.

Classes with closest relation at Level 1


rank cluster_id2 link
1 523 SERVICE QUALITY//CUSTOMER SATISFACTION//CUSTOMER LOYALTY
2 5353 SERVICE DOMINANT LOGIC//VALUE CO CREATION//SERVITIZATION
3 3919 ONLINE REVIEWS//WORD OF MOUTH//ELECTRONIC WORD OF MOUTH
4 11753 ATMOSPHERICS//AMBIENT SCENT//CONSUMER DECISION MAKING STYLES
5 30144 PATIENTS RIGHTS//PATIENT COMPLAINTS//PATIENT RIGHTS
6 21394 BRAND PERSONALITY//SELF CONGRUITY//DESTINATION PERSONALITY
7 33625 CONSUMER BOYCOTT//CONSUMER BOYCOTTS//FACTORY RELOCATION
8 11779 EMOTIONAL LABOR//EMOTIONAL LABOUR//SURFACE ACTING
9 5494 ORGANIZATIONAL JUSTICE//PROCEDURAL JUSTICE//INTERACTIONAL JUSTICE
10 11795 SALES MANAGEMENT//SALES FORCE//SALES PERFORMANCE

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