{"id":"https://openalex.org/W1965449646","doi":"https://doi.org/10.1108/08876040210436902","title":"Selecting and promoting service encounter elements in passenger rail transportation","display_name":"Selecting and promoting service encounter elements in passenger rail transportation","publication_year":2002,"publication_date":"2002-09-01","ids":{"openalex":"https://openalex.org/W1965449646","doi":"https://doi.org/10.1108/08876040210436902","mag":"1965449646"},"language":"en","primary_location":{"id":"doi:10.1108/08876040210436902","doi":"https://doi.org/10.1108/08876040210436902","is_oa":false,"landing_page_url":"https://doi.org/10.1108/08876040210436902","pdf_url":null,"source":{"id":"https://openalex.org/S180851279","display_name":"Journal of Services Marketing","issn_l":"0887-6045","issn":["0887-6045","2054-1651"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Services Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5091813737","display_name":"Carolyn Tripp","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I117942362","display_name":"Western Illinois University","ror":"https://ror.org/02sshz518","country_code":"US","type":"education","lineage":["https://openalex.org/I117942362"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Carolyn Tripp","raw_affiliation_strings":["Associate Professor of Marketing, Western Illinois University, Macomb, Illinois, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Associate Professor of Marketing, Western Illinois University, Macomb, Illinois, USA","institution_ids":["https://openalex.org/I117942362"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5076682858","display_name":"John T. Drea","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I117942362","display_name":"Western Illinois University","ror":"https://ror.org/02sshz518","country_code":"US","type":"education","lineage":["https://openalex.org/I117942362"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"John T. Drea","raw_affiliation_strings":["Associate Professor of Marketing, Western Illinois University, Macomb, Illionois, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Associate Professor of Marketing, Western Illinois University, Macomb, Illionois, USA","institution_ids":["https://openalex.org/I117942362"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I117942362"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":50,"citation_normalized_percentile":{"value":0.33861226,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"16","issue":"5","first_page":"432","last_page":"442"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.00019999999494757503,"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/T11114","display_name":"Service and Product Innovation","score":0.00019999999494757503,"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/service-components","display_name":"service components","score":0.5170000195503235},{"id":"https://openalex.org/keywords/repeat-purchase-behavior","display_name":"repeat purchase behavior","score":0.8989999890327454},{"id":"https://openalex.org/keywords/on-time-performance","display_name":"on-time performance","score":0.7139999866485596}],"concepts":[{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.7630937099456787},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7512022852897644},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6028856635093689},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.5828024744987488},{"id":"https://openalex.org/C98147612","wikidata":"https://www.wikidata.org/wiki/Q215599","display_name":"Promotion (chess)","level":3,"score":0.5804744362831116},{"id":"https://openalex.org/C2164484","wikidata":"https://www.wikidata.org/wiki/Q5170150","display_name":"Core (optical fiber)","level":2,"score":0.5300202965736389},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.517922580242157},{"id":"https://openalex.org/C116834253","wikidata":"https://www.wikidata.org/wiki/Q2039217","display_name":"Identification (biology)","level":2,"score":0.5175737142562866},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.5033885836601257},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.4950520098209381},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.4950346350669861},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.48375725746154785},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.1692599356174469},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.13822895288467407},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C59822182","wikidata":"https://www.wikidata.org/wiki/Q441","display_name":"Botany","level":1,"score":0.0},{"id":"https://openalex.org/C94625758","wikidata":"https://www.wikidata.org/wiki/Q7163","display_name":"Politics","level":2,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/08876040210436902","doi":"https://doi.org/10.1108/08876040210436902","is_oa":false,"landing_page_url":"https://doi.org/10.1108/08876040210436902","pdf_url":null,"source":{"id":"https://openalex.org/S180851279","display_name":"Journal of Services Marketing","issn_l":"0887-6045","issn":["0887-6045","2054-1651"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Services Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"id":"https://metadata.un.org/sdg/9","score":0.49000000953674316,"display_name":"Industry, innovation and infrastructure"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":19,"referenced_works":["https://openalex.org/W270302939","https://openalex.org/W1494675967","https://openalex.org/W1502783911","https://openalex.org/W1689771227","https://openalex.org/W1969112416","https://openalex.org/W1979907230","https://openalex.org/W1983488389","https://openalex.org/W1991190330","https://openalex.org/W1992193527","https://openalex.org/W2027526741","https://openalex.org/W2028184439","https://openalex.org/W2053600189","https://openalex.org/W2056888702","https://openalex.org/W2073131592","https://openalex.org/W2149608872","https://openalex.org/W2151405035","https://openalex.org/W2156022826","https://openalex.org/W2414791004","https://openalex.org/W3183875433"],"related_works":["https://openalex.org/W2536401674","https://openalex.org/W4200599330","https://openalex.org/W2073345837","https://openalex.org/W2617787189","https://openalex.org/W601735700","https://openalex.org/W2001936785","https://openalex.org/W2296181058","https://openalex.org/W4365514549","https://openalex.org/W7215311386","https://openalex.org/W2330320363"],"abstract_inverted_index":{"A":[0],"critical":[1],"issue":[2],"in":[3],"the":[4,12,25,56,71,76,96],"effective":[5],"development":[6],"and":[7,28,43,47,62,86],"promotion":[8],"of":[9,14,55,67,80],"services":[10],"is":[11],"identification":[13],"which":[15],"service":[16,26,37,45,60,78,97],"components":[17],"are":[18,106],"most":[19,90],"closely":[20],"related":[21,92],"to":[22,51,93],"attitude":[23,94],"toward":[24,95],"provider":[27],"repeat":[29,103],"purchase":[30,104],"behavior.":[31],"The":[32],"present":[33,72],"study":[34],"disaggregates":[35],"a":[36,53,65],"(passenger":[38],"rail":[39],"transportation)":[40],"into":[41],"pre\u2010core":[42],"core":[44,77],"performances,":[46],"uses":[48],"these":[49],"elements":[50,79],"create":[52],"model":[54],"effects":[57],"on":[58],"relevant":[59],"attitudes":[61],"intentions.":[63],"Using":[64],"sample":[66],"2,529":[68],"Amtrak":[69],"riders,":[70],"research":[73],"finds":[74],"that":[75],"on\u2010board":[81],"conditions,":[82,85],"cafe":[83],"car":[84],"on\u2010time":[87],"performance":[88],"were":[89],"strongly":[91],"provider.":[98],"Advertising":[99],"implications":[100],"for":[101],"developing":[102],"behavior":[105],"discussed.":[107]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":5},{"year":2016,"cited_by_count":3},{"year":2015,"cited_by_count":5},{"year":2014,"cited_by_count":5},{"year":2012,"cited_by_count":3}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}