{"id":"https://openalex.org/W2090717710","doi":"https://doi.org/10.1108/msq-03-2013-0045","title":"Positive social behaviors and suggestive selling in the same service encounter","display_name":"Positive social behaviors and suggestive selling in the same service encounter","publication_year":2013,"publication_date":"2013-06-20","ids":{"openalex":"https://openalex.org/W2090717710","doi":"https://doi.org/10.1108/msq-03-2013-0045","mag":"2090717710"},"language":"en","primary_location":{"id":"doi:10.1108/msq-03-2013-0045","doi":"https://doi.org/10.1108/msq-03-2013-0045","is_oa":false,"landing_page_url":"https://doi.org/10.1108/msq-03-2013-0045","pdf_url":null,"source":{"id":"https://openalex.org/S4210192430","display_name":"Managing Service Quality","issn_l":"0960-4529","issn":["0960-4529","1758-8030"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core"],"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":"Managing Service Quality: An International Journal","raw_type":"journal-article"},"volume":null,"type":"article","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/A5057469390","display_name":"Magnus S\u00f6derlund","orcid":"https://orcid.org/0000-0001-5123-2037","observed_orcids":["https://orcid.org/0000-0001-5123-2037"]},"institutions":[{"id":"https://openalex.org/I180242103","display_name":"Stockholm School of Economics","ror":"https://ror.org/01s5jzh92","country_code":"SE","type":"education","lineage":["https://openalex.org/I180242103"]}],"countries":["SE"],"is_corresponding":true,"raw_author_name":"Magnus S\u00f6derlund","raw_affiliation_strings":["Center for Consumer Marketing, Stockholm School of Economics, Stockholm, Sweden"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Center for Consumer Marketing, Stockholm School of Economics, Stockholm, Sweden","institution_ids":["https://openalex.org/I180242103"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5057469390"],"corresponding_institution_ids":["https://openalex.org/I180242103"],"apc_list":null,"apc_paid":null,"fwci":3.6694,"has_fulltext":false,"cited_by_count":17,"citation_normalized_percentile":{"value":0.93602135,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":97},"biblio":{"volume":"23","issue":"4","first_page":"305","last_page":"320"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9678000211715698,"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":0.9678000211715698,"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":0.00860000029206276,"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/T12128","display_name":"AI in Service Interactions","score":0.008100000210106373,"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/positive-social-behavior","display_name":"positive social behavior","score":0.8679999709129333},{"id":"https://openalex.org/keywords/service-encounters","display_name":"service encounters","score":0.7509999871253967},{"id":"https://openalex.org/keywords/rapport-building","display_name":"rapport building","score":0.6809999942779541},{"id":"https://openalex.org/keywords/contrast-effects","display_name":"contrast effects","score":0.7160000205039978},{"id":"https://openalex.org/keywords/customer-purchase-intention","display_name":"customer purchase intention","score":0.5429999828338623}],"concepts":[{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5879870057106018},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5634178519248962},{"id":"https://openalex.org/C2780957641","wikidata":"https://www.wikidata.org/wiki/Q1999796","display_name":"Spell","level":2,"score":0.5540058612823486},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.534809947013855},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4612821936607361},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.46111488342285156},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4570995569229126},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.37175896763801575},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.3523269295692444},{"id":"https://openalex.org/C11012388","wikidata":"https://www.wikidata.org/wiki/Q170658","display_name":"Creativity","level":2,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C19165224","wikidata":"https://www.wikidata.org/wiki/Q23404","display_name":"Anthropology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/msq-03-2013-0045","doi":"https://doi.org/10.1108/msq-03-2013-0045","is_oa":false,"landing_page_url":"https://doi.org/10.1108/msq-03-2013-0045","pdf_url":null,"source":{"id":"https://openalex.org/S4210192430","display_name":"Managing Service Quality","issn_l":"0960-4529","issn":["0960-4529","1758-8030"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core"],"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":"Managing Service Quality: An International Journal","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":78,"referenced_works":["https://openalex.org/W612835343","https://openalex.org/W647362518","https://openalex.org/W1483679835","https://openalex.org/W1506738637","https://openalex.org/W1740101751","https://openalex.org/W1784443493","https://openalex.org/W1966212996","https://openalex.org/W1969854667","https://openalex.org/W1973780715","https://openalex.org/W1979439403","https://openalex.org/W1979769848","https://openalex.org/W1984361750","https://openalex.org/W1987595265","https://openalex.org/W1991218014","https://openalex.org/W1995561053","https://openalex.org/W1995723859","https://openalex.org/W1996812234","https://openalex.org/W1999485963","https://openalex.org/W2004081852","https://openalex.org/W2006309742","https://openalex.org/W2007246684","https://openalex.org/W2010981072","https://openalex.org/W2013924478","https://openalex.org/W2016891555","https://openalex.org/W2018832113","https://openalex.org/W2028441304","https://openalex.org/W2028960233","https://openalex.org/W2031408566","https://openalex.org/W2036862235","https://openalex.org/W2038010376","https://openalex.org/W2038488833","https://openalex.org/W2040203738","https://openalex.org/W2043947871","https://openalex.org/W2044332457","https://openalex.org/W2046865678","https://openalex.org/W2049520557","https://openalex.org/W2050581347","https://openalex.org/W2051629346","https://openalex.org/W2054831314","https://openalex.org/W2055693517","https://openalex.org/W2056659254","https://openalex.org/W2056824631","https://openalex.org/W2057305875","https://openalex.org/W2060058855","https://openalex.org/W2060067448","https://openalex.org/W2063169022","https://openalex.org/W2064861448","https://openalex.org/W2068980004","https://openalex.org/W2072856481","https://openalex.org/W2075964274","https://openalex.org/W2083260987","https://openalex.org/W2083411588","https://openalex.org/W2085187045","https://openalex.org/W2087873372","https://openalex.org/W2087909268","https://openalex.org/W2093745265","https://openalex.org/W2096413970","https://openalex.org/W2097829847","https://openalex.org/W2124585477","https://openalex.org/W2126541869","https://openalex.org/W2128847913","https://openalex.org/W2130555421","https://openalex.org/W2135526934","https://openalex.org/W2139020302","https://openalex.org/W2139601979","https://openalex.org/W2139675726","https://openalex.org/W2141307631","https://openalex.org/W2142327262","https://openalex.org/W2148799739","https://openalex.org/W2156807512","https://openalex.org/W2245912375","https://openalex.org/W2313304402","https://openalex.org/W2322756736","https://openalex.org/W2509048352","https://openalex.org/W2568386191","https://openalex.org/W4285719527","https://openalex.org/W4389414524","https://openalex.org/W6637580432"],"related_works":["https://openalex.org/W2894942916","https://openalex.org/W2121086397","https://openalex.org/W2148587842","https://openalex.org/W2058148578","https://openalex.org/W1734755662","https://openalex.org/W2027709916","https://openalex.org/W2134008000","https://openalex.org/W2029740419","https://openalex.org/W2558416528","https://openalex.org/W1970438257"],"abstract_inverted_index":{"Purpose":[0],"This":[1,96],"study":[2],"aims":[3],"to":[4,27,77,186,199,216],"examine":[5],"customers\u2019":[6],"reactions":[7,212],"in":[8,11,20,40,49,83,90,101,139,188,192,203],"service":[9,42,58,127,193,222],"encounters":[10,194],"which":[12],"the":[13,54,57,84,91,104,110,123,131,142,146,151,211,220],"customer":[14],"contact":[15],"person":[16],"(CCP)":[17],"initially":[18],"engages":[19],"positive":[21,50,135,169,189],"social":[22,51,136,170,190],"behaviors":[23,171,191],"and":[24,117],"then":[25],"turns":[26],"suggestive":[28,65,68,72,86,94,120,153,164,174],"selling.":[29,73,95,175],"Design/methodology/approach":[30],"An":[31],"experimental":[32],"between\u2010subjects":[33],"design":[34],"was":[35,149],"employed.":[36],"The":[37],"participants":[38,60],"interacted":[39],"a":[41,45,126,158],"encounter":[43,128],"with":[44,168],"CCP":[46],"who":[47,183],"engaged":[48],"behaviors.":[52,137],"At":[53],"end":[55,124],"of":[56,103,125,133,141,213],"encounter,":[59],"were":[61,81],"exposed":[62,215],"to:":[63],"no":[64],"selling;":[66,69],"congruent":[67,163],"or":[70],"incongruent":[71,152,173],"Findings":[74],"Customers\u2019":[75],"intentions":[76],"buy":[78],"additional":[79],"products":[80],"lower":[82],"two":[85],"selling":[87,121,165],"conditions":[88],"than":[89,172],"condition":[92],"without":[93],"outcome":[97],"should":[98],"be":[99],"viewed":[100],"light":[102],"contrast":[105],"effect":[106],"that":[107,156,180],"occurs":[108],"when":[109],"CCP's":[111],"role":[112],"comprises":[113],"both":[114,217],"rapport\u2010building":[115],"activities":[116,218],"sales":[118,154,204],"activities:":[119],"near":[122],"may":[129],"\u201cbreak":[130],"spell\u201d":[132],"initial":[134],"However,":[138,206],"terms":[140],"customer's":[143],"attitude":[144],"toward":[145],"CCP,":[147],"it":[148],"mainly":[150],"attempt":[155],"had":[157],"negative":[159],"effect,":[160],"presumably":[161],"because":[162],"contrasts":[166],"less":[167],"Originality/value":[176],"Researchers":[177],"have":[178,209],"acknowledged":[179],"many":[181],"CCPs":[182],"are":[184,195],"instructed":[185],"engage":[187,202],"under":[196],"increasing":[197],"pressure":[198],"also":[200],"actively":[201],"efforts.":[205],"few":[207],"studies":[208],"examined":[210],"customers":[214],"within":[219],"same":[221],"encounter.":[223]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":4},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":2},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}