{"id":"https://openalex.org/W181485755","doi":null,"title":"Managing Perceptions Through Process Visibility to Improve Online Customer Outcomes","display_name":"Managing Perceptions Through Process Visibility to Improve Online Customer Outcomes","publication_year":2005,"publication_date":"2005-08-30","ids":{"openalex":"https://openalex.org/W181485755","mag":"181485755"},"language":"en","primary_location":{"id":"pmh:oai:d-scholarship.pitt.edu:9145","doi":null,"is_oa":true,"landing_page_url":"https://d-scholarship.pitt.edu/9145/1/crmcosta_etd2005.pdf","pdf_url":"http://d-scholarship.pitt.edu/9145/1/crmcosta_etd2005.pdf","source":{"id":"https://openalex.org/S4306402372","display_name":"D-Scholarship@Pitt (University of Pittsburgh)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I170201317","host_organization_name":"University of Pittsburgh","host_organization_lineage":["https://openalex.org/I170201317"],"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":"PeerReviewed"},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://d-scholarship.pitt.edu/9145/1/crmcosta_etd2005.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5018410922","display_name":"Claudia Regina Macedo da Costa","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Claudia Regina Macedo da Costa","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5018410922"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9531000256538391,"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"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9531000256538391,"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"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.034299999475479126,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.00279999990016222,"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/process-visibility","display_name":"process visibility","score":0.9919999837875366},{"id":"https://openalex.org/keywords/order-fulfillment","display_name":"order fulfillment","score":0.6919999718666077},{"id":"https://openalex.org/keywords/e-commerce","display_name":"e-commerce","score":0.8510000109672546},{"id":"https://openalex.org/keywords/procedural-justice","display_name":"procedural justice","score":0.7900000214576721},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.878000020980835},{"id":"https://openalex.org/keywords/service-satisfaction","display_name":"service satisfaction","score":0.9869999885559082},{"id":"https://openalex.org/keywords/repurchase-intention","display_name":"repurchase intention","score":0.9909999966621399},{"id":"https://openalex.org/keywords/word-of-mouth","display_name":"word of mouth","score":0.9120000004768372},{"id":"https://openalex.org/keywords/consumer-perception","display_name":"consumer perception","score":0.3970000147819519}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.652552604675293},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5982619524002075},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.561008095741272},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.5604314208030701},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.5382584929466248},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.502265453338623},{"id":"https://openalex.org/C123403432","wikidata":"https://www.wikidata.org/wiki/Q654068","display_name":"Visibility","level":2,"score":0.4987010955810547},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.4946422278881073},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.4321359395980835},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.42514973878860474},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.3550903797149658},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.32769161462783813},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.26240044832229614},{"id":"https://openalex.org/C120665830","wikidata":"https://www.wikidata.org/wiki/Q14620","display_name":"Optics","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:d-scholarship.pitt.edu:9145","doi":null,"is_oa":true,"landing_page_url":"https://d-scholarship.pitt.edu/9145/1/crmcosta_etd2005.pdf","pdf_url":"http://d-scholarship.pitt.edu/9145/1/crmcosta_etd2005.pdf","source":{"id":"https://openalex.org/S4306402372","display_name":"D-Scholarship@Pitt (University of Pittsburgh)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I170201317","host_organization_name":"University of Pittsburgh","host_organization_lineage":["https://openalex.org/I170201317"],"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":"PeerReviewed"},{"id":"mag:181485755","doi":null,"is_oa":false,"landing_page_url":"http://d-scholarship.pitt.edu/9145/1/crmcosta_etd2005.pdf","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:d-scholarship.pitt.edu:9145","doi":null,"is_oa":true,"landing_page_url":"https://d-scholarship.pitt.edu/9145/1/crmcosta_etd2005.pdf","pdf_url":"http://d-scholarship.pitt.edu/9145/1/crmcosta_etd2005.pdf","source":{"id":"https://openalex.org/S4306402372","display_name":"D-Scholarship@Pitt (University of Pittsburgh)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I170201317","host_organization_name":"University of Pittsburgh","host_organization_lineage":["https://openalex.org/I170201317"],"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":"PeerReviewed"},"sustainable_development_goals":[{"display_name":"Peace, justice, and strong institutions","score":0.47620001435279846,"id":"https://metadata.un.org/sdg/16"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W181485755.pdf","grobid_xml":"https://content.openalex.org/works/W181485755.grobid-xml"},"referenced_works_count":83,"referenced_works":["https://openalex.org/W186727601","https://openalex.org/W188995525","https://openalex.org/W617090691","https://openalex.org/W629109147","https://openalex.org/W1506731825","https://openalex.org/W1508215576","https://openalex.org/W1521696108","https://openalex.org/W1532648817","https://openalex.org/W1543209321","https://openalex.org/W1549078745","https://openalex.org/W1560880354","https://openalex.org/W1594945480","https://openalex.org/W1597676647","https://openalex.org/W1846223488","https://openalex.org/W1965842920","https://openalex.org/W1968612550","https://openalex.org/W1970492996","https://openalex.org/W1970905456","https://openalex.org/W1971440513","https://openalex.org/W1979907230","https://openalex.org/W1983364918","https://openalex.org/W1985331628","https://openalex.org/W1986936900","https://openalex.org/W1988487435","https://openalex.org/W1995188464","https://openalex.org/W1995561053","https://openalex.org/W1997201796","https://openalex.org/W1997869247","https://openalex.org/W2010427130","https://openalex.org/W2010935154","https://openalex.org/W2012565975","https://openalex.org/W2015247717","https://openalex.org/W2017624521","https://openalex.org/W2017759197","https://openalex.org/W2022699253","https://openalex.org/W2025281711","https://openalex.org/W2025908688","https://openalex.org/W2025926893","https://openalex.org/W2027501190","https://openalex.org/W2028184439","https://openalex.org/W2028200830","https://openalex.org/W2031564884","https://openalex.org/W2031973899","https://openalex.org/W2033916854","https://openalex.org/W2034618188","https://openalex.org/W2036437125","https://openalex.org/W2040384293","https://openalex.org/W2042124062","https://openalex.org/W2043490517","https://openalex.org/W2043947871","https://openalex.org/W2044298660","https://openalex.org/W2046841600","https://openalex.org/W2059955887","https://openalex.org/W2061609477","https://openalex.org/W2079772740","https://openalex.org/W2080620141","https://openalex.org/W2080682532","https://openalex.org/W2094439750","https://openalex.org/W2096320953","https://openalex.org/W2104651100","https://openalex.org/W2106627813","https://openalex.org/W2107971134","https://openalex.org/W2110506823","https://openalex.org/W2119673451","https://openalex.org/W2142822317","https://openalex.org/W2143846011","https://openalex.org/W2145520874","https://openalex.org/W2146272101","https://openalex.org/W2146385426","https://openalex.org/W2149278053","https://openalex.org/W2152544573","https://openalex.org/W2156948047","https://openalex.org/W2159306398","https://openalex.org/W2160204751","https://openalex.org/W2221615568","https://openalex.org/W2313319791","https://openalex.org/W2325102231","https://openalex.org/W2330452718","https://openalex.org/W2496881573","https://openalex.org/W2590724043","https://openalex.org/W2740580754","https://openalex.org/W2743214024","https://openalex.org/W2975824187"],"related_works":["https://openalex.org/W1207826444","https://openalex.org/W3125738729","https://openalex.org/W2050544990","https://openalex.org/W2106823012","https://openalex.org/W2512823643","https://openalex.org/W7204767087","https://openalex.org/W2511131195","https://openalex.org/W3147272089","https://openalex.org/W1971605260","https://openalex.org/W4252808030"],"abstract_inverted_index":{"Although":[0],"electronic":[1,299,315,343],"commerce":[2,300,344],"technology":[3,50],"often":[4],"reduces":[5],"overall":[6],"costs,":[7],"it":[8,294],"also":[9,309],"creates":[10],"a":[11,26,52,129,160,166,200,214,336],"discontinuity":[12,30,118,274,307],"in":[13,115,122,261,263],"the":[14,19,22,33,41,47,67,81,84,110,139,224,239,273,280],"order":[15],"fulfillment":[16,23,68,136,142,147],"segment":[17],"of":[18,40,46,54,83,97,104,112,141,174,226,241,314],"buying":[20,209,221],"process:":[21],"process":[24,61,69,113,137,195,227,242,256,270],"becomes":[25],"\"black":[27],"box.\"":[28],"This":[29,332],"means":[31],"that":[32,194,255,269,293],"customer":[34,44,78,89,92,123,150,204,218,245,281,286],"does":[35],"not":[36,212],"have":[37],"complete":[38],"information":[39,65],"purchase":[42],"affecting":[43],"perceptions":[45],"transaction.":[48],"Information":[49],"provides":[51],"variety":[53],"ways":[55],"for":[56,146],"firms":[57],"to":[58,72,108,339],"make":[59],"this":[60,105,117,252],"more":[62,282],"visible.":[63],"Providing":[64],"about":[66],"is":[70,107,128,157,165,254,267,292,301],"expected":[71],"increase":[73],"perceived":[74,319],"justice":[75,237],"by":[76,197,276,342],"reducing":[77],"anxiety,":[79],"enhancing":[80],"fairness":[82],"transaction;":[85],"and":[86,99,119,132,144,176,207,232,284,297,322],"ultimately":[87],"improving":[88],"outcomes,":[90],"mainly":[91],"satisfaction,":[93,95],"service":[94,230],"word":[96],"mouth":[98],"repurchase":[100,233],"intention.":[101,234],"The":[102,125,163,180,247,288,306],"objective":[103],"study":[106,253,334],"analyze":[109],"role":[111],"visibility":[114,196,228,243,257,271],"mitigating":[116],"its":[120],"impact":[121,202,216,225,240],"outcomes.":[124,205,219,246,287],"research":[126,333],"method":[127],"scenario-based":[130],"experiment":[131],"factors":[133],"involved":[134],"are":[135],"visibility,":[138],"presence":[140],"problems":[143],"compensation":[145],"problems.":[148],"Also":[149],"prior":[151],"experience":[152,210,222],"with":[153,170],"online":[154,208,264],"retail":[155],"channels":[156],"used":[158],"as":[159],"control":[161],"variable.":[162],"design":[164],"between-subjects,":[167],"incomplete":[168],"2x2x2,":[169],"an":[171,188],"unbalanced":[172],"number":[173],"participants":[175,181],"two":[177],"missing":[178],"cells.":[179],"were":[182],"153":[183],"undergraduate":[184],"business":[185,326],"students":[186],"from":[187,251,303],"American":[189],"northeast":[190],"university.The":[191],"results":[192],"show":[193,213],"itself":[198],"has":[199],"positive":[201],"on":[203,217,229,244],"Compensation":[206],"did":[211],"direct":[215],"Online":[220],"moderates":[223],"satisfaction":[231],"Lastly":[235],"procedural":[236],"mediates":[238],"major":[248,289],"practical":[249],"implication":[250,291],"should":[258],"be":[259,340],"taken":[260],"consideration":[262],"designs.":[265],"It":[266],"shown":[268],"alleviates":[272],"introduced":[275],"computer":[277],"mediation,":[278],"making":[279],"satisfied,":[283],"increasing":[285],"theoretical":[290],"demonstrates":[295],"how":[296],"why":[298],"different":[302],"traditional":[304],"commerce.":[305],"will":[308],"affect":[310],"other":[311],"behavioral":[312],"aspects":[313],"commerce,":[316],"like":[317,325],"trust,":[318],"risk,":[320],"etc;":[321],"technical":[323],"aspects,":[324],"integration,":[327],"web":[328],"site":[329],"design,":[330],"etc.":[331],"opens":[335],"new":[337],"path":[338],"followed":[341],"researchers.":[345]},"counts_by_year":[],"updated_date":"2026-10-27T15:51:10.671819","created_date":"2016-06-24T00:00:00"}