{"id":"https://openalex.org/W2096851959","doi":null,"title":"Service Work and Employee Experience of the Service Encounter","display_name":"Service Work and Employee Experience of the Service Encounter","publication_year":2009,"publication_date":"2009-01-01","ids":{"openalex":"https://openalex.org/W2096851959","mag":"2096851959"},"language":"en","primary_location":{"id":"pmh:oai:DiVA.org:kau-5003","doi":null,"is_oa":true,"landing_page_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-5003","pdf_url":null,"source":{"id":"https://openalex.org/S4306402133","display_name":"Digitala vetenskapliga arkivet (Diva) (Karlstad University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I43968019","host_organization_name":"Karlstad University","host_organization_lineage":["https://openalex.org/I43968019"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/report"},"volume":null,"type":"report","is_traditional":false,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-5003","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5103214642","display_name":"Lars Ivarsson","orcid":"https://orcid.org/0000-0002-7061-9955","observed_orcids":["https://orcid.org/0000-0002-7061-9955"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Lars Ivarsson","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5108364659","display_name":"Patrik Larsson","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Patrik Larsson","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":8,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":1.0,"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"}},"topics":[{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":1.0,"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/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":9.999999747378752e-05,"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/T10154","display_name":"Customer Service Quality and Loyalty","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/service-sector-employment","display_name":"service sector employment","score":0.7900000214576721},{"id":"https://openalex.org/keywords/employee-experience","display_name":"employee experience","score":0.777999997138977},{"id":"https://openalex.org/keywords/service-encounters","display_name":"service encounters","score":0.9700000286102295},{"id":"https://openalex.org/keywords/customer-identification","display_name":"customer identification","score":0.4880000054836273},{"id":"https://openalex.org/keywords/rapport","display_name":"rapport","score":0.8100000023841858},{"id":"https://openalex.org/keywords/aesthetic-labor","display_name":"aesthetic labour","score":0.746999979019165},{"id":"https://openalex.org/keywords/routinization","display_name":"routinization","score":0.8799999952316284},{"id":"https://openalex.org/keywords/subordination","display_name":"subordination","score":0.5130000114440918},{"id":"https://openalex.org/keywords/emotional-labor","display_name":"emotional labor","score":0.5139999985694885},{"id":"https://openalex.org/keywords/gender-differences","display_name":"gender differences","score":0.5429999828338623},{"id":"https://openalex.org/keywords/occupational-stress","display_name":"occupational stress","score":0.5199999809265137},{"id":"https://openalex.org/keywords/shop-assistants","display_name":"shop assistants","score":0.7120000123977661},{"id":"https://openalex.org/keywords/receptionists","display_name":"receptionists","score":0.8519999980926514},{"id":"https://openalex.org/keywords/travel-agents","display_name":"travel agents","score":0.902999997138977}],"concepts":[{"id":"https://openalex.org/C2909903884","wikidata":"https://www.wikidata.org/wiki/Q1722406","display_name":"Receptionists","level":2,"score":0.7237221002578735},{"id":"https://openalex.org/C122980154","wikidata":"https://www.wikidata.org/wiki/Q205555","display_name":"Feeling","level":2,"score":0.5493872761726379},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5399290323257446},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.469255656003952},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.45054706931114197},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4360434114933014},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.39538562297821045},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.37901628017425537},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.3249673843383789},{"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/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.0},{"id":"https://openalex.org/C159110408","wikidata":"https://www.wikidata.org/wiki/Q121176","display_name":"Nursing","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:DiVA.org:kau-5003","doi":null,"is_oa":true,"landing_page_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-5003","pdf_url":null,"source":{"id":"https://openalex.org/S4306402133","display_name":"Digitala vetenskapliga arkivet (Diva) (Karlstad University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I43968019","host_organization_name":"Karlstad University","host_organization_lineage":["https://openalex.org/I43968019"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/report"},{"id":"mag:2096851959","doi":null,"is_oa":false,"landing_page_url":"http://kau.diva-portal.org/smash/get/diva2:279823/fulltext01","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:DiVA.org:kau-5003","doi":null,"is_oa":true,"landing_page_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-5003","pdf_url":null,"source":{"id":"https://openalex.org/S4306402133","display_name":"Digitala vetenskapliga arkivet (Diva) (Karlstad University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I43968019","host_organization_name":"Karlstad University","host_organization_lineage":["https://openalex.org/I43968019"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/report"},"sustainable_development_goals":[{"display_name":"Decent work and economic growth","score":0.7257999777793884,"id":"https://metadata.un.org/sdg/8"}],"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":72,"referenced_works":["https://openalex.org/W66592817","https://openalex.org/W261000608","https://openalex.org/W626609860","https://openalex.org/W651970327","https://openalex.org/W1484386398","https://openalex.org/W1566996776","https://openalex.org/W1605935650","https://openalex.org/W1689771227","https://openalex.org/W1901865882","https://openalex.org/W1966519615","https://openalex.org/W1970187688","https://openalex.org/W1973915444","https://openalex.org/W1979694378","https://openalex.org/W1982004847","https://openalex.org/W1983415385","https://openalex.org/W1986957370","https://openalex.org/W1991500470","https://openalex.org/W1992054400","https://openalex.org/W1994171867","https://openalex.org/W1995561053","https://openalex.org/W1996565319","https://openalex.org/W1996821239","https://openalex.org/W2002263080","https://openalex.org/W2004016169","https://openalex.org/W2008529651","https://openalex.org/W2008915199","https://openalex.org/W2010110724","https://openalex.org/W2016723315","https://openalex.org/W2017307983","https://openalex.org/W2020003178","https://openalex.org/W2023854480","https://openalex.org/W2029740419","https://openalex.org/W2033486518","https://openalex.org/W2037511097","https://openalex.org/W2040203738","https://openalex.org/W2041419490","https://openalex.org/W2041838387","https://openalex.org/W2047180361","https://openalex.org/W2073677498","https://openalex.org/W2081526855","https://openalex.org/W2089189334","https://openalex.org/W2094260684","https://openalex.org/W2095419634","https://openalex.org/W2096237158","https://openalex.org/W2099334376","https://openalex.org/W2100287030","https://openalex.org/W2100676695","https://openalex.org/W2102188926","https://openalex.org/W2102514924","https://openalex.org/W2116640472","https://openalex.org/W2119737940","https://openalex.org/W2121423398","https://openalex.org/W2123851281","https://openalex.org/W2124088225","https://openalex.org/W2125950905","https://openalex.org/W2150191426","https://openalex.org/W2150527935","https://openalex.org/W2152315790","https://openalex.org/W2153109382","https://openalex.org/W2157057634","https://openalex.org/W2159700307","https://openalex.org/W2160268132","https://openalex.org/W2160783530","https://openalex.org/W2167147550","https://openalex.org/W2175227141","https://openalex.org/W2313909126","https://openalex.org/W2338963909","https://openalex.org/W2413752889","https://openalex.org/W2725535628","https://openalex.org/W2799071688","https://openalex.org/W3146915667","https://openalex.org/W4243211108"],"related_works":["https://openalex.org/W2067718403","https://openalex.org/W2803855441","https://openalex.org/W2921879855","https://openalex.org/W824179126","https://openalex.org/W2084785805","https://openalex.org/W2913219036","https://openalex.org/W71095576","https://openalex.org/W1989183324","https://openalex.org/W2565981238","https://openalex.org/W2162127399"],"abstract_inverted_index":{"Due":[0],"to":[1,56,84,171,178,196],"the":[2,23,28,46,50,63,129,137,189],"very":[3],"nature":[4],"of":[5,11,31,49,88,131,153,164,188],"service":[6,51,148],"work,":[7,98],"a":[8,82,85,151,162],"vast":[9],"majority":[10],"research":[12,145],"has":[13],"focused":[14],"on":[15,35],"interpersonal":[16],"aspects.":[17],"There":[18],"are":[19,150,181],"mainly":[20],"two":[21],"perspectives;":[22],"first":[24],"takes":[25],"departure":[26],"from":[27,71,80],"customers\u2019":[29],"point":[30],"view":[32],"and":[33,38,59,69,99,122,134,136,156,166,180],"focus":[34],"customer":[36,124],"satisfaction":[37],"business":[39],"success.The":[40],"second,":[41],"rather":[42],"critical,":[43],"perspective":[44],"highlights":[45],"employees\u2019":[47],"experiences":[48],"interaction.":[52],"Our":[53,144],"purpose":[54],"is":[55,78,205],"combine,":[57],"summarize,":[58],"test":[60],"\u2013":[61,67],"often":[62,182],"oreticaland":[64],"sometimes":[65],"normative":[66],"proposals":[68],"statements":[70],"both":[72],"these":[73],"perspectives.":[74],"The":[75,114,168],"empirical":[76],"data":[77],"derived":[79],"(a)":[81],"questionnaire":[83],"random":[86],"sample":[87],"2000":[89],"Swedish":[90],"employees":[91,169,190],"with":[92,103,139,198],"daily":[93],"customer/client":[94],"contact":[95],"in":[96],"their":[97,173],"(b)":[100],"in-depth":[101],"interviews":[102],"21":[104],"employees,":[105],"working":[106],"as":[107,119,159,161,186],"shop":[108],"assistants,":[109],"receptionists,":[110],"travel":[111],"agents":[112],"etc.":[113],"study":[115],"covers":[116],"areas":[117],"such":[118],"routinization;":[120],"superiority":[121],"subordination;":[123],"identification;":[125],"rapport;":[126],"aesthetic":[127],"labour;":[128],"use":[130],"humour,":[132],"charm":[133],"flirt;":[135],"dealing":[138],"troublesome":[140,199],"or":[141,200],"rude":[142,201],"customers.":[143,202],"shows":[146],"how":[147],"encounters":[149],"source":[152,163],"well-being,":[154],"satisfaction,":[155],"commercial":[157],"success,":[158],"well":[160],"control":[165],"stress.":[167],"have":[170,195],"suppress":[172],"own":[174],"feelings;":[175],"they":[176,193],"lie":[177],"customers,":[179],"mistreated.":[183],"As":[184],"many":[185],"half":[187],"state":[191],"that":[192],"regularly":[194],"deal":[197],"This":[203],"situation":[204],"even":[206],"worse":[207],"for":[208],"women.":[209]},"counts_by_year":[{"year":2022,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2012,"cited_by_count":1}],"updated_date":"2026-10-12T09:40:04.860316","created_date":"2016-06-24T00:00:00"}
