{"id":"https://openalex.org/W2029448352","doi":"https://doi.org/10.1108/08876041111161032","title":"Too much of a good thing: curvilinear effects in the evaluation of services and the mediating role of trust","display_name":"Too much of a good thing: curvilinear effects in the evaluation of services and the mediating role of trust","publication_year":2011,"publication_date":"2011-09-13","ids":{"openalex":"https://openalex.org/W2029448352","doi":"https://doi.org/10.1108/08876041111161032","mag":"2029448352"},"language":"en","primary_location":{"id":"doi:10.1108/08876041111161032","doi":"https://doi.org/10.1108/08876041111161032","is_oa":false,"landing_page_url":"https://doi.org/10.1108/08876041111161032","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","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://papers.ssrn.com/Sol3/Delivery.cfm/SSRN_ID1270611_code1017425.pdf?abstractid=1147115&mirid=1","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5088557594","display_name":"Pavlos A. Vlachos","orcid":"https://orcid.org/0000-0002-0885-7143","observed_orcids":["https://orcid.org/0000-0002-0885-7143"]},"institutions":[{"id":"https://openalex.org/I230915877","display_name":"The American College of Greece","ror":"https://ror.org/03vkake80","country_code":"GR","type":"nonprofit","lineage":["https://openalex.org/I230915877"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"Pavlos A. Vlachos","raw_affiliation_strings":["Graduate School of Deree, The American College of Greece, Aghia Paraskevi, Greece"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Graduate School of Deree, The American College of Greece, Aghia Paraskevi, Greece","institution_ids":["https://openalex.org/I230915877"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5013101701","display_name":"Adam Vrechopoulos","orcid":"https://orcid.org/0000-0001-8105-2926","observed_orcids":["https://orcid.org/0000-0001-8105-2926"]},"institutions":[{"id":"https://openalex.org/I73142707","display_name":"Athens University of Economics and Business","ror":"https://ror.org/03s262162","country_code":"GR","type":"education","lineage":["https://openalex.org/I73142707"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"Adam P. Vrechopoulos","raw_affiliation_strings":["Department of Management Science and Technology, Athens University of Economics and Business, Athens, Greece"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management Science and Technology, Athens University of Economics and Business, Athens, Greece","institution_ids":["https://openalex.org/I73142707"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5019363248","display_name":"Katerina C. Pramatari","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I73142707","display_name":"Athens University of Economics and Business","ror":"https://ror.org/03s262162","country_code":"GR","type":"education","lineage":["https://openalex.org/I73142707"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"K. Pramatari","raw_affiliation_strings":["Department of Management Science and Technology, Athens University of Economics and Business, Athens, Greece"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management Science and Technology, Athens University of Economics and Business, Athens, Greece","institution_ids":["https://openalex.org/I73142707"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.7839,"has_fulltext":false,"cited_by_count":13,"citation_normalized_percentile":{"value":0.92127921,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":97},"biblio":{"volume":"25","issue":"6","first_page":"440","last_page":"450"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"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":1.0,"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":0.0,"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/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0,"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/curvilinear-effects","display_name":"curvilinear effects","score":0.7990000247955322},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.6639999747276306},{"id":"https://openalex.org/keywords/consumer-trust","display_name":"consumer trust","score":0.9679999947547913},{"id":"https://openalex.org/keywords/word-of-mouth","display_name":"word of mouth","score":0.8479999899864197},{"id":"https://openalex.org/keywords/relationship-marketing","display_name":"relationship marketing","score":0.6159999966621399},{"id":"https://openalex.org/keywords/diminishing-returns","display_name":"diminishing returns","score":0.6690000295639038},{"id":"https://openalex.org/keywords/service-evaluation","display_name":"service evaluation","score":0.5789999961853027},{"id":"https://openalex.org/keywords/supermarket-retailing","display_name":"supermarket retail","score":0.6480000019073486},{"id":"https://openalex.org/keywords/economic-value","display_name":"economic value","score":0.49300000071525574},{"id":"https://openalex.org/keywords/customer-relationships","display_name":"customer relationships","score":0.39800000190734863}],"concepts":[{"id":"https://openalex.org/C98343798","wikidata":"https://www.wikidata.org/wiki/Q1790208","display_name":"Curvilinear coordinates","level":2,"score":0.6584762334823608},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6096773743629456},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.48614737391471863},{"id":"https://openalex.org/C2780795282","wikidata":"https://www.wikidata.org/wiki/Q1221094","display_name":"Services marketing","level":3,"score":0.4683966636657715},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.37472790479660034},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3081247806549072},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.19669917225837708},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1108/08876041111161032","doi":"https://doi.org/10.1108/08876041111161032","is_oa":false,"landing_page_url":"https://doi.org/10.1108/08876041111161032","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"},{"id":"mag:3125266308","doi":null,"is_oa":true,"landing_page_url":"https://papers.ssrn.com/Sol3/Delivery.cfm/SSRN_ID1270611_code1017425.pdf?abstractid=1147115&mirid=1","pdf_url":null,"source":{"id":"https://openalex.org/S4210172589","display_name":"SSRN Electronic Journal","issn_l":"1556-5068","issn":["1556-5068"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1318003438","host_organization_name":"RELX Group (Netherlands)","host_organization_lineage":["https://openalex.org/I1318003438"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"SSRN Electronic Journal","raw_type":null},{"id":"mag:2285262895","doi":null,"is_oa":false,"landing_page_url":"https://works.bepress.com/pavlosvlachos/2/download/","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":null,"is_accepted":false,"is_published":false,"raw_source_name":"Journal of Services Marketing","raw_type":null}],"best_oa_location":{"id":"mag:3125266308","doi":null,"is_oa":true,"landing_page_url":"https://papers.ssrn.com/Sol3/Delivery.cfm/SSRN_ID1270611_code1017425.pdf?abstractid=1147115&mirid=1","pdf_url":null,"source":{"id":"https://openalex.org/S4210172589","display_name":"SSRN Electronic Journal","issn_l":"1556-5068","issn":["1556-5068"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1318003438","host_organization_name":"RELX Group (Netherlands)","host_organization_lineage":["https://openalex.org/I1318003438"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"SSRN Electronic Journal","raw_type":null},"sustainable_development_goals":[],"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":48,"referenced_works":["https://openalex.org/W85321011","https://openalex.org/W1602550108","https://openalex.org/W1608836379","https://openalex.org/W1973687016","https://openalex.org/W1979432935","https://openalex.org/W1979907230","https://openalex.org/W1985771617","https://openalex.org/W1986440703","https://openalex.org/W1988946268","https://openalex.org/W1991383542","https://openalex.org/W1992803803","https://openalex.org/W2009926593","https://openalex.org/W2020750583","https://openalex.org/W2025705616","https://openalex.org/W2037710531","https://openalex.org/W2043651170","https://openalex.org/W2049377101","https://openalex.org/W2062146188","https://openalex.org/W2092511216","https://openalex.org/W2096060544","https://openalex.org/W2097829847","https://openalex.org/W2104057213","https://openalex.org/W2110612952","https://openalex.org/W2115208512","https://openalex.org/W2115612291","https://openalex.org/W2120993987","https://openalex.org/W2122912498","https://openalex.org/W2125852772","https://openalex.org/W2134325158","https://openalex.org/W2136407476","https://openalex.org/W2137247419","https://openalex.org/W2139746788","https://openalex.org/W2148669563","https://openalex.org/W2155829245","https://openalex.org/W2156948047","https://openalex.org/W2164385948","https://openalex.org/W2170430750","https://openalex.org/W2323132578","https://openalex.org/W2323692791","https://openalex.org/W2332368680","https://openalex.org/W2340404085","https://openalex.org/W2419514087","https://openalex.org/W2465698871","https://openalex.org/W2992906311","https://openalex.org/W3121853126","https://openalex.org/W3122585423","https://openalex.org/W3126090267","https://openalex.org/W4243815928"],"related_works":["https://openalex.org/W2285262895","https://openalex.org/W1987804544","https://openalex.org/W2205227051","https://openalex.org/W2004096206","https://openalex.org/W2904669586","https://openalex.org/W2031638089","https://openalex.org/W2079928609","https://openalex.org/W2095291943","https://openalex.org/W2155951583","https://openalex.org/W1973687016"],"abstract_inverted_index":{"Purpose":[0],"The":[1,49,199],"satisfaction\u2010trust":[2,46,174],"paradigm":[3],"has":[4],"been":[5],"recently":[6],"criticized":[7],"regarding":[8],"its":[9,194],"ability":[10],"to":[11,20,40,141,181,246,262,271],"deliver":[12],"positive":[13,128],"consumer":[14,96,150,236],"behavioral":[15],"outcomes.":[16],"This":[17,225],"study":[18,53,82,179,203],"aims":[19],"argue":[21],"that":[22,95,114,164,205,232,267],"\u2013":[23,26],"amongst":[24],"others":[25],"a":[27,70,123,131,219,256],"reason":[28],"for":[29,42,51,148],"this":[30,52,202],"unpleasant":[31],"situation":[32],"may":[33,253],"be":[34,142,210],"the":[35,45,55,76,81,84,155,158,171,178,182,185,228],"failure":[36],"of":[37,61,78,89,177,184,201],"service":[38,106],"managers":[39,208],"account":[41],"non\u2010linearities":[43],"in":[44,66,117,126,170,187,212,231,264],"paradigm.":[47,175],"Design/methodology/approach":[48],"setting":[50],"was":[54],"supermarket":[56,67],"retail":[57],"channel.":[58],"A":[59],"total":[60],"942":[62],"respondents":[63],"were":[64],"\u201cintercepted\u201d":[65],"stores,":[68],"employing":[69],"face\u2010to\u2010face":[71],"personal":[72],"interviewing":[73],"method.":[74],"For":[75],"detection":[77],"curvilinear":[79,165],"effects":[80,108],"employed":[83],"two\u2010step":[85],"single":[86],"indicant":[87],"method":[88],"Ping.":[90],"Findings":[91,112],"It":[92],"is":[93,98],"posited":[94],"trust":[97,138,222,229,237,265],"an":[99],"important":[100],"intervening":[101],"variable":[102],"through":[103],"which":[104],"non\u2010linear":[105],"evaluation":[107],"translate":[109],"into":[110],"word\u2010of\u2010mouth.":[111],"imply":[113],"investing":[115],"resources":[116],"satisfaction":[118],"programs":[119],"do":[120,122,255],"not":[121,254],"good":[124,257],"job":[125,258],"building":[127,149],"word\u2010of\u2010mouth":[129],"from":[130,239],"point":[132],"on.":[133],"Economic":[134],"value":[135],"evaluations":[136],"and":[137,145,193],"judgments":[139],"seem":[140],"both":[143],"necessary":[144],"sufficient":[146],"conditions":[147],"relationships.":[151],"Research":[152],"limitations/implications":[153],"Theoretically,":[154],"work":[156],"extends":[157,227],"relationship":[159,206],"marketing":[160,207],"research":[161],"stream":[162],"suggesting":[163],"mechanisms":[166],"are":[167],"likely":[168],"present":[169,268],"well":[172],"accepted":[173],"Limitations":[176],"relate":[180],"generalization":[183],"findings":[186,200],"other":[188],"sectors":[189],"besides":[190],"grocery":[191],"retailing":[192],"cross\u2010sectional":[195],"nature.":[196],"Practical":[197],"implications":[198],"suggest":[204],"would":[209],"ill\u2010advised":[211],"their":[213,251],"investment":[214],"decisions":[215],"should":[216],"they":[217,260],"use":[218],"linear\u2010only":[220],"terms":[221],"model.":[223],"Originality/value":[224],"article":[226],"literature":[230],"it":[233],"investigates":[234],"whether":[235],"suffers":[238],"diminishing":[240,269],"returns.":[241],"Service":[242],"providers":[243],"who":[244],"strive":[245],"build":[247],"long\u2010term":[248],"relationships":[249],"with":[250],"customers":[252],"if":[259],"continue":[261],"invest":[263],"determinants":[266],"returns":[270],"scale.":[272]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":3},{"year":2013,"cited_by_count":4}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}