{"id":"https://openalex.org/W2005266743","doi":"https://doi.org/10.1109/ijcss.2012.51","title":"The Impacts of Employees' Emotions on Service Responsibility Attribution When Customers Participate in Services","display_name":"The Impacts of Employees' Emotions on Service Responsibility Attribution When Customers Participate in Services","publication_year":2012,"publication_date":"2012-05-01","ids":{"openalex":"https://openalex.org/W2005266743","doi":"https://doi.org/10.1109/ijcss.2012.51","mag":"2005266743"},"language":"en","primary_location":{"id":"doi:10.1109/ijcss.2012.51","doi":"https://doi.org/10.1109/ijcss.2012.51","is_oa":false,"landing_page_url":"https://doi.org/10.1109/ijcss.2012.51","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2012 International Joint Conference on Service Sciences","raw_type":"proceedings-article"},"parent_works":[],"lineage":["https://openalex.org/W2005266743"],"child_works_count":0,"type":"conference-paper","is_traditional":true,"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/A5100944015","display_name":"DU Yan-yan","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I24943067","display_name":"Fudan University","ror":"https://ror.org/013q1eq08","country_code":"CN","type":"education","lineage":["https://openalex.org/I24943067"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Yanyan Du","raw_affiliation_strings":["Department ofMarketing, Fudan University, Shanghai, China","[Dept. of Marketing, Fudan Univ., Shanghai, China]"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department ofMarketing, Fudan University, Shanghai, China","institution_ids":["https://openalex.org/I24943067"]},{"raw_affiliation_string":"[Dept. of Marketing, Fudan Univ., Shanghai, China]","institution_ids":["https://openalex.org/I24943067"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5067623852","display_name":"Lijin Qiu","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I24943067","display_name":"Fudan University","ror":"https://ror.org/013q1eq08","country_code":"CN","type":"education","lineage":["https://openalex.org/I24943067"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Lijin Qiu","raw_affiliation_strings":["Department ofMarketing, Fudan University, Shanghai, China","[Dept. of Marketing, Fudan Univ., Shanghai, China]"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department ofMarketing, Fudan University, Shanghai, China","institution_ids":["https://openalex.org/I24943067"]},{"raw_affiliation_string":"[Dept. of Marketing, Fudan Univ., Shanghai, China]","institution_ids":["https://openalex.org/I24943067"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5101547153","display_name":"Yunhui Huang","orcid":"https://orcid.org/0000-0001-9049-7361","observed_orcids":["https://orcid.org/0000-0001-9049-7361"]},"institutions":[{"id":"https://openalex.org/I24943067","display_name":"Fudan University","ror":"https://ror.org/013q1eq08","country_code":"CN","type":"education","lineage":["https://openalex.org/I24943067"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Yunhui Huang","raw_affiliation_strings":["Department ofMarketing, Fudan University, Shanghai, China","[Dept. of Marketing, Fudan Univ., Shanghai, China]"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department ofMarketing, Fudan University, Shanghai, China","institution_ids":["https://openalex.org/I24943067"]},{"raw_affiliation_string":"[Dept. of Marketing, Fudan Univ., Shanghai, China]","institution_ids":["https://openalex.org/I24943067"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I24943067"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":93},"biblio":{"volume":"44","issue":null,"first_page":"164","last_page":"168"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.7314000129699707,"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":0.7314000129699707,"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/T12284","display_name":"Emotional Labor in Professions","score":0.25,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.0052999998442828655,"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/self-serving-bias","display_name":"self-serving bias","score":0.9760000109672546},{"id":"https://openalex.org/keywords/emotional-contagion","display_name":"emotional contagion","score":0.6729999780654907},{"id":"https://openalex.org/keywords/emotion-management","display_name":"emotional management","score":0.6819999814033508},{"id":"https://openalex.org/keywords/need-for-cognition","display_name":"need for cognition","score":0.968999981880188},{"id":"https://openalex.org/keywords/need-for-affect","display_name":"need for affect","score":0.996999979019165},{"id":"https://openalex.org/keywords/personality-traits","display_name":"personality traits","score":0.7689999938011169},{"id":"https://openalex.org/keywords/service-outcomes","display_name":"service outcomes","score":0.5189999938011169}],"concepts":[{"id":"https://openalex.org/C143299363","wikidata":"https://www.wikidata.org/wiki/Q900584","display_name":"Attribution","level":2,"score":0.8835729360580444},{"id":"https://openalex.org/C2776035688","wikidata":"https://www.wikidata.org/wiki/Q1606558","display_name":"Affect (linguistics)","level":2,"score":0.7778477668762207},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6868258118629456},{"id":"https://openalex.org/C50094484","wikidata":"https://www.wikidata.org/wiki/Q849538","display_name":"Attribution bias","level":3,"score":0.5382857322692871},{"id":"https://openalex.org/C178300618","wikidata":"https://www.wikidata.org/wiki/Q1898509","display_name":"Extant taxon","level":2,"score":0.532062828540802},{"id":"https://openalex.org/C187288502","wikidata":"https://www.wikidata.org/wiki/Q641118","display_name":"Personality","level":2,"score":0.49593600630760193},{"id":"https://openalex.org/C169900460","wikidata":"https://www.wikidata.org/wiki/Q2200417","display_name":"Cognition","level":2,"score":0.4679621160030365},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.45901384949684143},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.41945379972457886},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.40699824690818787},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3569261431694031},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.3203277587890625},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.08911478519439697},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C78458016","wikidata":"https://www.wikidata.org/wiki/Q840400","display_name":"Evolutionary biology","level":1,"score":0.0},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/ijcss.2012.51","doi":"https://doi.org/10.1109/ijcss.2012.51","is_oa":false,"landing_page_url":"https://doi.org/10.1109/ijcss.2012.51","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2012 International Joint Conference on Service Sciences","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":26,"referenced_works":["https://openalex.org/W1975600556","https://openalex.org/W1978475561","https://openalex.org/W1988558440","https://openalex.org/W1993923089","https://openalex.org/W2005672346","https://openalex.org/W2018255452","https://openalex.org/W2022389219","https://openalex.org/W2023292494","https://openalex.org/W2036862235","https://openalex.org/W2049175262","https://openalex.org/W2080941968","https://openalex.org/W2085126443","https://openalex.org/W2096610461","https://openalex.org/W2116298850","https://openalex.org/W2120090068","https://openalex.org/W2124088225","https://openalex.org/W2137972155","https://openalex.org/W2139095040","https://openalex.org/W2142239958","https://openalex.org/W2146870360","https://openalex.org/W2149414854","https://openalex.org/W2166649938","https://openalex.org/W3011372146","https://openalex.org/W3201749625","https://openalex.org/W4285719527","https://openalex.org/W6775336304"],"related_works":["https://openalex.org/W2767119368","https://openalex.org/W2477278198","https://openalex.org/W2523782240","https://openalex.org/W4210844425","https://openalex.org/W7042977225","https://openalex.org/W132207430","https://openalex.org/W4409349458","https://openalex.org/W2146870360","https://openalex.org/W2153263520","https://openalex.org/W2353920540"],"abstract_inverted_index":{"The":[0],"existence":[1],"of":[2,10,34,42,75,89],"self-serving":[3],"bias":[4],"in":[5,13,26],"the":[6,40,65,86],"customers'":[7,54,72],"responsibility":[8,73,103],"attribution":[9,74],"service":[11,27,35,50,76,80,102],"outcomes":[12,77],"which":[14],"they":[15],"participate":[16],"has":[17],"never":[18],"been":[19],"empirically":[20],"tested.":[21],"As":[22],"an":[23,58],"important":[24],"branch":[25],"management,":[28],"extant":[29],"research":[30],"on":[31,39,48,70,79,101],"emotion":[32,82],"management":[33],"employees":[36],"mainly":[37],"draws":[38],"theory":[41],"emotional":[43],"contagion,":[44],"but":[45],"goes":[46],"silent":[47],"how":[49,71],"employee's":[51,81],"emotions":[52],"affect":[53,100],"cognitive":[55],"judgments.":[56],"In":[57],"attempt":[59],"to":[60],"fill":[61],"these":[62],"two":[63,90],"gaps,":[64],"current":[66],"study":[67],"sheds":[68],"light":[69],"depends":[78],"displays":[83],"and":[84,97],"analyzes":[85],"moderating":[87],"effects":[88],"personality":[91],"traits":[92],"-":[93],"need":[94,98],"for":[95,99],"cognition":[96],"attribution.":[104]},"counts_by_year":[{"year":2022,"cited_by_count":1}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}
