{"id":"https://openalex.org/W2010243307","doi":"https://doi.org/10.1016/j.jretconser.2012.10.005","title":"Interpersonal service quality, self-service technology (SST) service quality, and retail patronage","display_name":"Interpersonal service quality, self-service technology (SST) service quality, and retail patronage","publication_year":2012,"publication_date":"2012-11-01","ids":{"openalex":"https://openalex.org/W2010243307","doi":"https://doi.org/10.1016/j.jretconser.2012.10.005","mag":"2010243307"},"language":"en","primary_location":{"id":"doi:10.1016/j.jretconser.2012.10.005","doi":"https://doi.org/10.1016/j.jretconser.2012.10.005","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.jretconser.2012.10.005","pdf_url":null,"source":{"id":"https://openalex.org/S25235501","display_name":"Journal of Retailing and Consumer Services","issn_l":"0969-6989","issn":["0969-6989","1873-1384"],"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/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Retailing and Consumer Services","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/A5100609101","display_name":"Hyun\u2010Joo Lee","orcid":"https://orcid.org/0000-0003-2837-3434","observed_orcids":["https://orcid.org/0000-0003-2837-3434"]},"institutions":[{"id":"https://openalex.org/I115475287","display_name":"Oklahoma State University","ror":"https://ror.org/01g9vbr38","country_code":"US","type":"education","lineage":["https://openalex.org/I115475287"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Hyun-Joo Lee","raw_affiliation_strings":["Department of Design, Housing and Merchandising, Oklahoma State University, 439 Human Sciences, Stillwater, OK 74078, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Design, Housing and Merchandising, Oklahoma State University, 439 Human Sciences, Stillwater, OK 74078, USA","institution_ids":["https://openalex.org/I115475287"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5029675390","display_name":"Kiseol Yang","orcid":"https://orcid.org/0000-0001-9920-5732","observed_orcids":["https://orcid.org/0000-0001-9920-5732"]},"institutions":[{"id":"https://openalex.org/I123534392","display_name":"University of North Texas","ror":"https://ror.org/00v97ad02","country_code":"US","type":"education","lineage":["https://openalex.org/I123534392"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Kiseol Yang","raw_affiliation_strings":["School of Merchandising and Hospitality Management, University of North Texas, 1155 Union Circle 311100, Denton, TX 76203-5017, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Merchandising and Hospitality Management, University of North Texas, 1155 Union Circle 311100, Denton, TX 76203-5017, USA","institution_ids":["https://openalex.org/I123534392"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5100609101"],"corresponding_institution_ids":["https://openalex.org/I115475287"],"apc_list":{"value":4510,"currency":"USD","value_usd":4510},"apc_paid":null,"fwci":12.958,"has_fulltext":false,"cited_by_count":126,"citation_normalized_percentile":{"value":0.98326266,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":97,"max":100},"biblio":{"volume":"20","issue":"1","first_page":"51","last_page":"57"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8389000296592712,"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":0.8389000296592712,"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/T11536","display_name":"Consumer Retail Behavior Studies","score":0.1386999934911728,"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":0.008899999782443047,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/retail-patronage","display_name":"retail patronage","score":0.9490000009536743},{"id":"https://openalex.org/keywords/patronage-intention","display_name":"patronage intention","score":0.7559999823570251},{"id":"https://openalex.org/keywords/technology-anxiety","display_name":"technology anxiety","score":0.9509999752044678},{"id":"https://openalex.org/keywords/need-for-interaction","display_name":"need for interaction","score":0.9990000128746033},{"id":"https://openalex.org/keywords/age","display_name":"age","score":0.49399998784065247},{"id":"https://openalex.org/keywords/moderating-effect","display_name":"moderating effect","score":0.8220000267028809},{"id":"https://openalex.org/keywords/individual-characteristics","display_name":"individual characteristics","score":0.6010000109672546}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7845641374588013},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7096495032310486},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6546534895896912},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.629863977432251},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6296349763870239},{"id":"https://openalex.org/C164850336","wikidata":"https://www.wikidata.org/wiki/Q3685487","display_name":"Interpersonal communication","level":2,"score":0.5838246941566467},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.4602009952068329},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.41346675157546997},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.33487382531166077},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.29258978366851807},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.26200583577156067},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.0921204686164856},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1016/j.jretconser.2012.10.005","doi":"https://doi.org/10.1016/j.jretconser.2012.10.005","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.jretconser.2012.10.005","pdf_url":null,"source":{"id":"https://openalex.org/S25235501","display_name":"Journal of Retailing and Consumer Services","issn_l":"0969-6989","issn":["0969-6989","1873-1384"],"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/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Retailing and Consumer Services","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:eee:joreco:v:20:y:2013:i:1:p:51-57","doi":null,"is_oa":false,"landing_page_url":"http://www.sciencedirect.com/science/article/pii/S0969698912001257","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"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":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9","score":0.4300000071525574}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":34,"referenced_works":["https://openalex.org/W571989929","https://openalex.org/W1942133575","https://openalex.org/W1976978207","https://openalex.org/W1979907230","https://openalex.org/W1986440703","https://openalex.org/W1991693749","https://openalex.org/W1994978625","https://openalex.org/W2005691168","https://openalex.org/W2023669794","https://openalex.org/W2026368098","https://openalex.org/W2029483732","https://openalex.org/W2032177814","https://openalex.org/W2034499714","https://openalex.org/W2036063909","https://openalex.org/W2036389121","https://openalex.org/W2037846525","https://openalex.org/W2046669440","https://openalex.org/W2055851468","https://openalex.org/W2066096070","https://openalex.org/W2073462901","https://openalex.org/W2121747225","https://openalex.org/W2125700060","https://openalex.org/W2133388154","https://openalex.org/W2142418121","https://openalex.org/W2144336601","https://openalex.org/W2151167663","https://openalex.org/W2159213918","https://openalex.org/W2161277592","https://openalex.org/W2175227141","https://openalex.org/W2313161308","https://openalex.org/W2415857327","https://openalex.org/W2586817677","https://openalex.org/W2909546591","https://openalex.org/W4235678817"],"related_works":["https://openalex.org/W2740743157","https://openalex.org/W1516015339","https://openalex.org/W2805809454","https://openalex.org/W1994978625","https://openalex.org/W3015286486","https://openalex.org/W3100437849","https://openalex.org/W2045875866","https://openalex.org/W1974727520","https://openalex.org/W2070919816","https://openalex.org/W2979823479"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":7},{"year":2025,"cited_by_count":7},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":13},{"year":2022,"cited_by_count":10},{"year":2021,"cited_by_count":13},{"year":2020,"cited_by_count":19},{"year":2019,"cited_by_count":10},{"year":2018,"cited_by_count":5},{"year":2017,"cited_by_count":6},{"year":2016,"cited_by_count":11},{"year":2015,"cited_by_count":9},{"year":2014,"cited_by_count":7},{"year":2013,"cited_by_count":4}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}
