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

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
523 1                   SERVICE QUALITY//CUSTOMER SATISFACTION//CUSTOMER LOYALTY 3369

Terms with highest relevance score


rank Category termType chi_square shrOfCwithTerm shrOfTermInClass termInClass
1 SERVICE QUALITY authKW 2036155 16% 40% 548
2 CUSTOMER SATISFACTION authKW 1972540 17% 37% 570
3 CUSTOMER LOYALTY authKW 1484871 9% 55% 289
4 SERVQUAL authKW 619734 3% 65% 102
5 CUSTOMER SERVICES QUALITY authKW 520981 3% 59% 95
6 LOYALTY authKW 501162 6% 28% 194
7 PERCEIVED VALUE authKW 487709 4% 40% 131
8 INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT journal 266327 3% 28% 100
9 MANAGING SERVICE QUALITY journal 262001 2% 39% 72
10 JOURNAL OF SERVICES MARKETING journal 217678 3% 23% 101

Web of Science journal categories


chi_square_rank Category chi_square shrOfCwithTerm shrOfTermInClass termInClass
1 Business 138371 38% 1% 1269
2 Management 96278 37% 1% 1247
3 Hospitality, Leisure, Sport & Tourism 69097 13% 2% 445
4 Transportation 1505 2% 0% 73
5 Psychology, Applied 1413 3% 0% 116
6 Information Science & Library Science 565 2% 0% 76
7 Operations Research & Management Science 421 3% 0% 101
8 Economics 295 4% 0% 142
9 Engineering, Industrial 264 2% 0% 61
10 Environmental Studies 199 2% 0% 57

Address terms


chi_square_rank term chi_square shrOfCwithTerm shrOfTermInClass termInClass
1 TOURISM CONVENT 115537 1% 46% 27
2 MKT 106978 10% 3% 334
3 HOSPITALITY TOURISM MANAGEMENT 50622 2% 9% 61
4 BUSINESS ADM 46893 11% 1% 368
5 TOURISM MANAGEMENT 44275 2% 9% 52
6 TOURISM HOSPITALITY CULINARY MANAGEMENT 28059 0% 100% 3
7 MKT MKT 24062 0% 23% 11
8 FOOD TECHNOL MKT MANAGEMENT 23378 0% 50% 5
9 HOTEL TOURISM MANAGEMENT 21684 2% 4% 53
10 WYDZIAL INZYNIERII PRODUKCJI 21043 0% 75% 3

Journals


chi_square_rank term chi_square shrOfCwithTerm shrOfTermInClass termInClass
1 INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT 266327 3% 28% 100
2 MANAGING SERVICE QUALITY 262001 2% 39% 72
3 JOURNAL OF SERVICES MARKETING 217678 3% 23% 101
4 TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 210583 5% 14% 167
5 SERVICE INDUSTRIES JOURNAL 169084 5% 11% 167
6 JOURNAL OF SERVICE RESEARCH 98399 2% 17% 62
7 INTERNATIONAL JOURNAL OF BANK MARKETING 96765 1% 24% 44
8 INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT 86932 3% 9% 102
9 INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT 82470 2% 12% 76
10 TOTAL QUALITY MANAGEMENT 64165 2% 11% 64

Author Key Words


chi_square_rank term chi_square shrOfCwithTerm shrOfTermInClass termInClass LCSH search Wikipedia search
1 SERVICE QUALITY 2036155 16% 40% 548 Search SERVICE+QUALITY Search SERVICE+QUALITY
2 CUSTOMER SATISFACTION 1972540 17% 37% 570 Search CUSTOMER+SATISFACTION Search CUSTOMER+SATISFACTION
3 CUSTOMER LOYALTY 1484871 9% 55% 289 Search CUSTOMER+LOYALTY Search CUSTOMER+LOYALTY
4 SERVQUAL 619734 3% 65% 102 Search SERVQUAL Search SERVQUAL
5 CUSTOMER SERVICES QUALITY 520981 3% 59% 95 Search CUSTOMER+SERVICES+QUALITY Search CUSTOMER+SERVICES+QUALITY
6 LOYALTY 501162 6% 28% 194 Search LOYALTY Search LOYALTY
7 PERCEIVED VALUE 487709 4% 40% 131 Search PERCEIVED+VALUE Search PERCEIVED+VALUE
8 RELATIONSHIP MARKETING 207147 3% 20% 109 Search RELATIONSHIP+MARKETING Search RELATIONSHIP+MARKETING
9 SATISFACTION 180073 8% 7% 286 Search SATISFACTION Search SATISFACTION
10 SWITCHING BARRIERS 179570 1% 80% 24 Search SWITCHING+BARRIERS Search SWITCHING+BARRIERS

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 13320 SERVICE FAILURE//SERVICE RECOVERY//PERCEIVED JUSTICE
2 27587 IMPORTANCE PERFORMANCE ANALYSIS//THREE FACTOR THEORY//MANUFACTURED HOUSING
3 11753 ATMOSPHERICS//AMBIENT SCENT//CONSUMER DECISION MAKING STYLES
4 5353 SERVICE DOMINANT LOGIC//VALUE CO CREATION//SERVITIZATION
5 19603 LOYALTY PROGRAMS//SWITCHING COSTS//REWARD PROGRAMS
6 2093 INDUSTRIAL MARKETING MANAGEMENT//JOURNAL OF BUSINESS & INDUSTRIAL MARKETING//BUYER SELLER RELATIONSHIPS
7 10038 CUSTOMER RELATIONSHIP MANAGEMENT//CUSTOMER LIFETIME VALUE//CHURN PREDICTION
8 96 TECHNOLOGY ACCEPTANCE MODEL//TECHNOLOGY ACCEPTANCE//TAM
9 21394 BRAND PERSONALITY//SELF CONGRUITY//DESTINATION PERSONALITY
10 23192 FORMATIVE MEASUREMENT//HUMAN OURCE MANAGEMENT ORG HRMO//MULTIVARIATE EIGENVALUE PROBLEM

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