{"id":"https://openalex.org/W2136304995","doi":"https://doi.org/10.1080/03637751.2015.1024916","title":"What Can You Do for Me? Communication Methods Customers Use to Solicit Personalization within the Service Encounter","display_name":"What Can You Do for Me? Communication Methods Customers Use to Solicit Personalization within the Service Encounter","publication_year":2015,"publication_date":"2015-03-25","ids":{"openalex":"https://openalex.org/W2136304995","doi":"https://doi.org/10.1080/03637751.2015.1024916","mag":"2136304995"},"language":"en","primary_location":{"id":"doi:10.1080/03637751.2015.1024916","doi":"https://doi.org/10.1080/03637751.2015.1024916","is_oa":false,"landing_page_url":"https://doi.org/10.1080/03637751.2015.1024916","pdf_url":null,"source":{"id":"https://openalex.org/S173776643","display_name":"Communication Monographs","issn_l":"0363-7751","issn":["0363-7751","1479-5787"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","jufo-3","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Communication Monographs","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/A5053225712","display_name":"Heidi Kevoe\u2010Feldman","orcid":"https://orcid.org/0000-0001-8724-8487","observed_orcids":["https://orcid.org/0000-0001-8724-8487"]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Heidi Kevoe-Feldman","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5053225712"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.7173,"has_fulltext":false,"cited_by_count":4,"citation_normalized_percentile":{"value":0.81849885,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":94},"biblio":{"volume":"82","issue":"4","first_page":"510","last_page":"534"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.7207000255584717,"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":0.7207000255584717,"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/T12284","display_name":"Emotional Labor in Professions","score":0.15440000593662262,"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":0.07970000058412552,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-personalization","display_name":"customer personalization","score":0.699999988079071},{"id":"https://openalex.org/keywords/personalized-services","display_name":"personalized services","score":0.8109999895095825},{"id":"https://openalex.org/keywords/service-encounters","display_name":"service encounters","score":0.781000018119812},{"id":"https://openalex.org/keywords/customer-representatives","display_name":"customer representatives","score":0.6759999990463257},{"id":"https://openalex.org/keywords/personalized-attention","display_name":"individualized attention","score":0.7440000176429749},{"id":"https://openalex.org/keywords/customer-expectations","display_name":"customer expectations","score":0.5049999952316284},{"id":"https://openalex.org/keywords/organizational-communication","display_name":"organizational communication","score":0.578000009059906}],"concepts":[{"id":"https://openalex.org/C183003079","wikidata":"https://www.wikidata.org/wiki/Q1000371","display_name":"Personalization","level":2,"score":0.8669496774673462},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6949574947357178},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.6429208517074585},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.5585169792175293},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.5215180516242981},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.4403301179409027},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.4395424723625183},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.42373350262641907},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4060249924659729},{"id":"https://openalex.org/C108827166","wikidata":"https://www.wikidata.org/wiki/Q175975","display_name":"Internet privacy","level":1,"score":0.3590834140777588},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.35409295558929443},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3082042932510376},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2534582018852234},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.24100720882415771},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1080/03637751.2015.1024916","doi":"https://doi.org/10.1080/03637751.2015.1024916","is_oa":false,"landing_page_url":"https://doi.org/10.1080/03637751.2015.1024916","pdf_url":null,"source":{"id":"https://openalex.org/S173776643","display_name":"Communication Monographs","issn_l":"0363-7751","issn":["0363-7751","1479-5787"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","jufo-3","norway-1","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Communication Monographs","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":35,"referenced_works":["https://openalex.org/W32308872","https://openalex.org/W644273409","https://openalex.org/W1513874694","https://openalex.org/W1963779035","https://openalex.org/W1972161144","https://openalex.org/W1980298376","https://openalex.org/W1984218255","https://openalex.org/W2006948423","https://openalex.org/W2008848697","https://openalex.org/W2027432875","https://openalex.org/W2029926137","https://openalex.org/W2030638771","https://openalex.org/W2036062444","https://openalex.org/W2038783318","https://openalex.org/W2040203738","https://openalex.org/W2043795874","https://openalex.org/W2045863507","https://openalex.org/W2061044045","https://openalex.org/W2064014746","https://openalex.org/W2070068493","https://openalex.org/W2070830293","https://openalex.org/W2072970110","https://openalex.org/W2086299222","https://openalex.org/W2095504063","https://openalex.org/W2100287030","https://openalex.org/W2114228275","https://openalex.org/W2121722108","https://openalex.org/W2132340863","https://openalex.org/W2165006180","https://openalex.org/W2329397635","https://openalex.org/W2498260772","https://openalex.org/W2499862880","https://openalex.org/W2910234278","https://openalex.org/W4239277842","https://openalex.org/W4252590271"],"related_works":["https://openalex.org/W2016028516","https://openalex.org/W2133079869","https://openalex.org/W2269539645","https://openalex.org/W2530755953","https://openalex.org/W2301887030","https://openalex.org/W2549510740","https://openalex.org/W2808736867","https://openalex.org/W2154017244","https://openalex.org/W2168158826","https://openalex.org/W2034170328"],"abstract_inverted_index":{"When":[0],"customers":[1,63],"call":[2],"a":[3,9,34,40,44],"service":[4,38,45,73,94],"organization":[5],"to":[6,23,51,65,81],"inquire":[7],"about":[8],"problem":[10],"with":[11,26],"their":[12,27],"account":[13],"or":[14],"order,":[15],"they":[16],"often":[17],"find":[18],"themselves":[19],"dependent":[20],"on":[21,88,102],"representatives":[22],"assist":[24],"them":[25],"needs.":[28],"One":[29],"could":[30],"argue":[31],"that,":[32],"from":[33],"customer's":[35],"perspective,":[36],"personalized":[37],"is":[39,54],"reasonable":[41],"expectation":[42],"within":[43,93],"encounter.":[46,74],"By":[47],"tracking":[48],"customers'":[49],"orientation":[50],"when":[52],"personalization":[53,92],"relevant":[55],"for":[56,99],"them,":[57],"this":[58,78],"article":[59,79],"describes":[60],"communication":[61,103],"methods":[62],"use":[64],"solicit":[66],"individualized":[67],"attention":[68],"in":[69,77,105],"an":[70],"otherwise":[71],"scripted":[72],"The":[75],"findings":[76],"contribute":[80],"the":[82,89],"body":[83],"of":[84,91],"work":[85],"that":[86],"focuses":[87],"accomplishment":[90],"encounters,":[95],"and":[96],"have":[97],"implications":[98],"future":[100],"research":[101],"practices":[104],"organizational":[106],"contexts.":[107]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":1}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2025-10-10T00:00:00"}