{"id":"https://openalex.org/W2906860796","doi":"https://doi.org/10.1108/jstp-09-2017-0149","title":"Moderating effects of service separation on customer relationships with service firms","display_name":"Moderating effects of service separation on customer relationships with service firms","publication_year":2018,"publication_date":"2018-12-28","ids":{"openalex":"https://openalex.org/W2906860796","doi":"https://doi.org/10.1108/jstp-09-2017-0149","mag":"2906860796"},"language":"en","primary_location":{"id":"doi:10.1108/jstp-09-2017-0149","doi":"https://doi.org/10.1108/jstp-09-2017-0149","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jstp-09-2017-0149","pdf_url":null,"source":{"id":"https://openalex.org/S4210224898","display_name":"Journal of Service Theory and Practice","issn_l":"2055-6225","issn":["2055-6225","2055-6233"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-70","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 Service Theory and Practice","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://espace.curtin.edu.au/bitstream/20.500.11937/73770/2/74055.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5034521807","display_name":"Faisal Alhathal","orcid":"https://orcid.org/0000-0002-7111-5011","observed_orcids":["https://orcid.org/0000-0002-7111-5011"]},"institutions":[{"id":"https://openalex.org/I120238654","display_name":"Saudi Electronic University","ror":"https://ror.org/05ndh7v49","country_code":"SA","type":"education","lineage":["https://openalex.org/I120238654"]}],"countries":["SA"],"is_corresponding":false,"raw_author_name":"Faisal T. Alhathal","raw_affiliation_strings":["Department of Business Administration, Saudi Electronic University, Riyadh, Saudi Arabia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Administration, Saudi Electronic University, Riyadh, Saudi Arabia","institution_ids":["https://openalex.org/I120238654"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100679053","display_name":"Piyush Sharma","orcid":"https://orcid.org/0000-0002-6953-3652","observed_orcids":["https://orcid.org/0000-0002-6953-3652","https://orcid.org/0000-0002-8705-8699","https://orcid.org/0000-0001-7814-2138","https://orcid.org/0000-0003-2038-6783"]},"institutions":[{"id":"https://openalex.org/I205640436","display_name":"Curtin University","ror":"https://ror.org/02n415q13","country_code":"AU","type":"education","lineage":["https://openalex.org/I205640436"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Piyush Sharma","raw_affiliation_strings":["School of Marketing, Curtin University, Bentley, Australia"],"raw_orcid":"https://orcid.org/0000-0002-6953-3652","affiliations":[{"raw_affiliation_string":"School of Marketing, Curtin University, Bentley, Australia","institution_ids":["https://openalex.org/I205640436"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5055517515","display_name":"Russel Philip John Kingshott","orcid":"https://orcid.org/0000-0003-3749-9813","observed_orcids":["https://orcid.org/0000-0003-3749-9813"]},"institutions":[{"id":"https://openalex.org/I205640436","display_name":"Curtin University","ror":"https://ror.org/02n415q13","country_code":"AU","type":"education","lineage":["https://openalex.org/I205640436"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Russel P.J. Kingshott","raw_affiliation_strings":["School of Marketing, Curtin Business School, Bentley, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Marketing, Curtin Business School, Bentley, Australia","institution_ids":["https://openalex.org/I205640436"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":5.3774,"has_fulltext":true,"cited_by_count":22,"citation_normalized_percentile":{"value":0.94853978,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"29","issue":"1","first_page":"71","last_page":"92"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9990000128746033,"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":0.9990000128746033,"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/T12128","display_name":"AI in Service Interactions","score":9.999999747378752e-05,"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"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":9.999999747378752e-05,"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/customer-relationships","display_name":"customer relationships","score":0.875},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.8619999885559082},{"id":"https://openalex.org/keywords/relational-trust","display_name":"relational trust","score":0.9580000042915344},{"id":"https://openalex.org/keywords/affective-commitment","display_name":"affective commitment","score":0.9990000128746033},{"id":"https://openalex.org/keywords/social-benefits","display_name":"social benefits","score":0.7279999852180481},{"id":"https://openalex.org/keywords/service-delivery-modes","display_name":"service delivery modes","score":0.7699999809265137},{"id":"https://openalex.org/keywords/face-to-face-interaction","display_name":"face-to-face interaction","score":0.878000020980835},{"id":"https://openalex.org/keywords/retail-banking-customers","display_name":"retail banking customers","score":0.7789999842643738},{"id":"https://openalex.org/keywords/moderating-effect","display_name":"moderating effect","score":0.8600000143051147}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7236505746841431},{"id":"https://openalex.org/C153083717","wikidata":"https://www.wikidata.org/wiki/Q6535263","display_name":"Leverage (statistics)","level":2,"score":0.6516322493553162},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5853601694107056},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.5738404989242554},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.5167381167411804},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4975419342517853},{"id":"https://openalex.org/C2775930393","wikidata":"https://www.wikidata.org/wiki/Q1941439","display_name":"Mobile banking","level":2,"score":0.4486008286476135},{"id":"https://openalex.org/C2780559388","wikidata":"https://www.wikidata.org/wiki/Q1247189","display_name":"Mobile service","level":3,"score":0.4479064345359802},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4442906975746155},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.43487632274627686},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.4259300231933594},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.25294825434684753},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.141689270734787},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.12911689281463623},{"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/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.0},{"id":"https://openalex.org/C11012388","wikidata":"https://www.wikidata.org/wiki/Q170658","display_name":"Creativity","level":2,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1108/jstp-09-2017-0149","doi":"https://doi.org/10.1108/jstp-09-2017-0149","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jstp-09-2017-0149","pdf_url":null,"source":{"id":"https://openalex.org/S4210224898","display_name":"Journal of Service Theory and Practice","issn_l":"2055-6225","issn":["2055-6225","2055-6233"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-70","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 Service Theory and Practice","raw_type":"journal-article"},{"id":"pmh:oai:espace.curtin.edu.au:20.500.11937/73770","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/20.500.11937/73770","pdf_url":"https://espace.curtin.edu.au/bitstream/20.500.11937/73770/2/74055.pdf","source":{"id":"https://openalex.org/S4306401790","display_name":"eSpace (Curtin University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I205640436","host_organization_name":"Curtin University","host_organization_lineage":["https://openalex.org/I205640436"],"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":"Journal Article"}],"best_oa_location":{"id":"pmh:oai:espace.curtin.edu.au:20.500.11937/73770","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/20.500.11937/73770","pdf_url":"https://espace.curtin.edu.au/bitstream/20.500.11937/73770/2/74055.pdf","source":{"id":"https://openalex.org/S4306401790","display_name":"eSpace (Curtin University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I205640436","host_organization_name":"Curtin University","host_organization_lineage":["https://openalex.org/I205640436"],"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":"Journal Article"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"id":"https://metadata.un.org/sdg/16","score":0.699999988079071,"display_name":"Peace, justice, and strong institutions"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2906860796.pdf","grobid_xml":"https://content.openalex.org/works/W2906860796.grobid-xml"},"referenced_works_count":140,"referenced_works":["https://openalex.org/W62824994","https://openalex.org/W103428947","https://openalex.org/W598013761","https://openalex.org/W1445218118","https://openalex.org/W1484864026","https://openalex.org/W1498139898","https://openalex.org/W1513943390","https://openalex.org/W1514246602","https://openalex.org/W1543209321","https://openalex.org/W1564211670","https://openalex.org/W1565016907","https://openalex.org/W1565427011","https://openalex.org/W1654874180","https://openalex.org/W1660732960","https://openalex.org/W1700208790","https://openalex.org/W1917304459","https://openalex.org/W1933750417","https://openalex.org/W1964633059","https://openalex.org/W1965574139","https://openalex.org/W1968743566","https://openalex.org/W1971052900","https://openalex.org/W1972156166","https://openalex.org/W1973028484","https://openalex.org/W1973687016","https://openalex.org/W1976453214","https://openalex.org/W1976543439","https://openalex.org/W1978466266","https://openalex.org/W1979907230","https://openalex.org/W1988600566","https://openalex.org/W1991670833","https://openalex.org/W1992200950","https://openalex.org/W1995382051","https://openalex.org/W1995561053","https://openalex.org/W1996070740","https://openalex.org/W1996361343","https://openalex.org/W1997452337","https://openalex.org/W2002390923","https://openalex.org/W2003146859","https://openalex.org/W2004486400","https://openalex.org/W2007658434","https://openalex.org/W2008888264","https://openalex.org/W2011913840","https://openalex.org/W2013053449","https://openalex.org/W2013907620","https://openalex.org/W2015789329","https://openalex.org/W2017613618","https://openalex.org/W2018713904","https://openalex.org/W2020750583","https://openalex.org/W2023550987","https://openalex.org/W2025754362","https://openalex.org/W2025806075","https://openalex.org/W2028763248","https://openalex.org/W2029722609","https://openalex.org/W2030483771","https://openalex.org/W2032365241","https://openalex.org/W2037710531","https://openalex.org/W2040036186","https://openalex.org/W2042103178","https://openalex.org/W2042113379","https://openalex.org/W2044086157","https://openalex.org/W2046573457","https://openalex.org/W2047207497","https://openalex.org/W2047361420","https://openalex.org/W2047491386","https://openalex.org/W2048814455","https://openalex.org/W2049716823","https://openalex.org/W2055570665","https://openalex.org/W2058680269","https://openalex.org/W2060855982","https://openalex.org/W2061003166","https://openalex.org/W2062709194","https://openalex.org/W2068569565","https://openalex.org/W2068875190","https://openalex.org/W2070951272","https://openalex.org/W2071535931","https://openalex.org/W2076942984","https://openalex.org/W2077040059","https://openalex.org/W2077617176","https://openalex.org/W2079058128","https://openalex.org/W2082623270","https://openalex.org/W2083637914","https://openalex.org/W2084009184","https://openalex.org/W2090974496","https://openalex.org/W2093114961","https://openalex.org/W2094260684","https://openalex.org/W2095223400","https://openalex.org/W2095291943","https://openalex.org/W2095743576","https://openalex.org/W2096010043","https://openalex.org/W2097829847","https://openalex.org/W2098418305","https://openalex.org/W2099055477","https://openalex.org/W2102097552","https://openalex.org/W2102467277","https://openalex.org/W2109174512","https://openalex.org/W2118110334","https://openalex.org/W2122912498","https://openalex.org/W2123380611","https://openalex.org/W2124060395","https://openalex.org/W2126840412","https://openalex.org/W2133880275","https://openalex.org/W2135387426","https://openalex.org/W2135526934","https://openalex.org/W2137247419","https://openalex.org/W2142418121","https://openalex.org/W2142988015","https://openalex.org/W2143470547","https://openalex.org/W2144336601","https://openalex.org/W2148219776","https://openalex.org/W2150563888","https://openalex.org/W2151694441","https://openalex.org/W2152103757","https://openalex.org/W2155609509","https://openalex.org/W2155959475","https://openalex.org/W2158517811","https://openalex.org/W2158786704","https://openalex.org/W2159749564","https://openalex.org/W2164385948","https://openalex.org/W2166649938","https://openalex.org/W2171202955","https://openalex.org/W2178997849","https://openalex.org/W2240177435","https://openalex.org/W2272886288","https://openalex.org/W2294128374","https://openalex.org/W2345472524","https://openalex.org/W2466376409","https://openalex.org/W2549510740","https://openalex.org/W2577831766","https://openalex.org/W2579816824","https://openalex.org/W2589076201","https://openalex.org/W2589077375","https://openalex.org/W2735218708","https://openalex.org/W2768247210","https://openalex.org/W2802847671","https://openalex.org/W3015634246","https://openalex.org/W3126090267","https://openalex.org/W3126732555","https://openalex.org/W4235678817","https://openalex.org/W4243667233","https://openalex.org/W4244286381"],"related_works":["https://openalex.org/W2954243668","https://openalex.org/W2095427588","https://openalex.org/W2115262688","https://openalex.org/W7049147093","https://openalex.org/W161860743","https://openalex.org/W2801148076","https://openalex.org/W4390623039","https://openalex.org/W2182021996","https://openalex.org/W2068875190","https://openalex.org/W2474142229"],"abstract_inverted_index":{"Purpose":[0],"The":[1,193],"purpose":[2],"of":[3,11,17,33,66,83,122,141,174,198,216],"this":[4],"paper":[5,194],"is":[6],"to":[7,20,87,97,102,118,138,164,185,205],"examine":[8],"the":[9,15,28,31,81,84,120,129,169,172,196,213],"impact":[10,121,180],"service":[12,18,43,85,123,203],"separation":[13,77,124],"on":[14,181],"ability":[16,82],"firms":[19,86,149],"build":[21],"and":[22,41,94,101,143,152,160,177,218],"maintain":[23],"customer":[24,99,105,166,182],"relationships,":[25],"by":[26],"exploring":[27],"differences":[29],"in":[30,56,115,125],"strength":[32],"interrelationships":[34],"among":[35],"key":[36,163],"relational":[37,92],"constructs":[38],"between":[39,171],"separated":[40],"unseparated":[42],"delivery":[44],"modes.":[45],"Design/methodology/approach":[46],"A":[47],"field":[48],"survey":[49],"was":[50],"conducted":[51],"with":[52,128,202],"retail":[53,112],"banking":[54,113],"customers":[55,114,204],"Saudi":[57,116],"Arabia":[58,117],"(n=592)":[59],"using":[60,72,150],"a":[61],"structured":[62],"self-administered":[63],"questionnaire":[64],"consisting":[65],"well-established":[67],"scales.":[68],"Data":[69],"were":[70],"analyzed":[71],"AMOS":[73],"24.":[74],"Findings":[75],"Service":[76,148],"negatively":[78],"moderates":[79],"(weakens)":[80],"leverage":[88],"their":[89,126,178],"social":[90],"benefits,":[91],"trust":[93,159],"affective":[95],"commitment":[96,161],"increase":[98],"loyalty":[100],"strengthen":[103],"overall":[104],"relationships.":[106],"Research":[107],"limitations/implications":[108],"This":[109],"study":[110],"uses":[111],"test":[119],"relationship":[127,183],"bank;":[130],"hence,":[131],"its":[132],"findings":[133],"may":[134],"not":[135],"be":[136,156,186],"generalizable":[137],"other":[139],"types":[140],"services":[142],"cultural":[144],"settings.":[145],"Practical":[146],"implications":[147],"online":[151,217],"mobile":[153,219],"technologies":[154,176],"should":[155],"aware":[157],"that":[158,209],"remain":[162],"building":[165],"loyalty.":[167],"Hence,":[168],"trade-off":[170],"benefits":[173],"these":[175],"negative":[179],"needs":[184],"factored":[187],"into":[188],"managerial":[189],"decision":[190],"making.":[191],"Originality/value":[192],"highlights":[195],"importance":[197],"maintaining":[199],"face-to-face":[200],"interactions":[201],"create":[206],"robust":[207],"relationships":[208],"yield":[210],"loyalty,":[211],"despite":[212],"growing":[214],"popularity":[215],"technologies.":[220]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":7},{"year":2019,"cited_by_count":3}],"updated_date":"2026-10-17T09:40:24.721904","created_date":"2019-01-11T00:00:00"}
