{"id":"https://openalex.org/W2946235288","doi":null,"title":"Service Guarantees and Opportunistic Behavior in a Leisure Setting: The Influence of Selected Personal and Situational Variables","display_name":"Service Guarantees and Opportunistic Behavior in a Leisure Setting: The Influence of Selected Personal and Situational Variables","publication_year":2005,"publication_date":"2005-10-18","ids":{"openalex":"https://openalex.org/W2946235288","mag":"2946235288"},"language":"en","primary_location":{"id":"mag:2946235288","doi":null,"is_oa":false,"landing_page_url":"https://js.sagamorepub.com/jpra/article/download/1420/1387","pdf_url":null,"source":{"id":"https://openalex.org/S2764507170","display_name":"Journal of Park and Recreation Administration","issn_l":"0735-1968","issn":["0735-1968","2160-6862"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","jufo-1","poland-40","russia-white-list-3"],"host_organization":"https://openalex.org/P4365328847","host_organization_name":"Sagamore-Venture Publishing","host_organization_lineage":["https://openalex.org/P4365328847"],"host_organization_lineage_names":["Sagamore-Venture Publishing"],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"Journal of Park and Recreation Administration","raw_type":null},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"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/A5076706562","display_name":"Yvonne Bernier","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Yvonne Bernier","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5111923772","display_name":"Ronald E. McCarville","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Ronald E. McCarville","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":0.0,"has_fulltext":false,"cited_by_count":3,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":93},"biblio":{"volume":"23","issue":"4","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"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":0.9994999766349792,"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":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"}},{"id":"https://openalex.org/T11793","display_name":"Recreation, Leisure, Wilderness Management","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1409","display_name":"Tourism, Leisure and Hospitality 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"}}],"keywords":[{"id":"https://openalex.org/keywords/service-guarantees","display_name":"service guarantees","score":0.9950000047683716},{"id":"https://openalex.org/keywords/money-back-guarantee","display_name":"money-back guarantee","score":0.6430000066757202},{"id":"https://openalex.org/keywords/fraud","display_name":"fraud","score":0.5509999990463257},{"id":"https://openalex.org/keywords/opportunism","display_name":"opportunism","score":0.8370000123977661},{"id":"https://openalex.org/keywords/participant-satisfaction","display_name":"participant satisfaction","score":0.5899999737739563},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.6309999823570251},{"id":"https://openalex.org/keywords/ski-resorts","display_name":"ski resorts","score":0.5400000214576721},{"id":"https://openalex.org/keywords/material-gain","display_name":"material gain","score":0.5400000214576721},{"id":"https://openalex.org/keywords/personal-contact","display_name":"personal contact","score":0.6549999713897705},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.6389999985694885},{"id":"https://openalex.org/keywords/machiavellianism","display_name":"Machiavellianism","score":0.9879999756813049},{"id":"https://openalex.org/keywords/cheating-behavior","display_name":"cheating","score":0.4180000126361847},{"id":"https://openalex.org/keywords/consumer-behavior","display_name":"consumer behavior","score":0.3310000002384186},{"id":"https://openalex.org/keywords/refunds","display_name":"refunds","score":0.49399998784065247},{"id":"https://openalex.org/keywords/complaint-behavior","display_name":"complaint behavior","score":0.4440000057220459},{"id":"https://openalex.org/keywords/organizational-size","display_name":"organizational size","score":0.5809999704360962},{"id":"https://openalex.org/keywords/hypothetical-scenarios","display_name":"hypothetical scenarios","score":0.3880000114440918}],"concepts":[{"id":"https://openalex.org/C48947383","wikidata":"https://www.wikidata.org/wiki/Q830719","display_name":"Visitor pattern","level":2,"score":0.736237645149231},{"id":"https://openalex.org/C9114305","wikidata":"https://www.wikidata.org/wiki/Q1428317","display_name":"Situational ethics","level":2,"score":0.7298421859741211},{"id":"https://openalex.org/C110269972","wikidata":"https://www.wikidata.org/wiki/Q184872","display_name":"Recreation","level":2,"score":0.6547183990478516},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.5515527129173279},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.5413091778755188},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.527470052242279},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4812855124473572},{"id":"https://openalex.org/C85502023","wikidata":"https://www.wikidata.org/wiki/Q157171","display_name":"Renting","level":2,"score":0.4657963216304779},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.43838363885879517},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.42408332228660583},{"id":"https://openalex.org/C27415008","wikidata":"https://www.wikidata.org/wiki/Q7256382","display_name":"Psychological intervention","level":2,"score":0.41408485174179077},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.4046822786331177},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.32755404710769653},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.23165056109428406},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.11543965339660645},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C147176958","wikidata":"https://www.wikidata.org/wiki/Q77590","display_name":"Civil engineering","level":1,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C118552586","wikidata":"https://www.wikidata.org/wiki/Q7867","display_name":"Psychiatry","level":1,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"mag:2946235288","doi":null,"is_oa":false,"landing_page_url":"https://js.sagamorepub.com/jpra/article/download/1420/1387","pdf_url":null,"source":{"id":"https://openalex.org/S2764507170","display_name":"Journal of Park and Recreation Administration","issn_l":"0735-1968","issn":["0735-1968","2160-6862"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","jufo-1","poland-40","russia-white-list-3"],"host_organization":"https://openalex.org/P4365328847","host_organization_name":"Sagamore-Venture Publishing","host_organization_lineage":["https://openalex.org/P4365328847"],"host_organization_lineage_names":["Sagamore-Venture Publishing"],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"Journal of Park and Recreation Administration","raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":31,"referenced_works":["https://openalex.org/W7813166","https://openalex.org/W24918630","https://openalex.org/W52481783","https://openalex.org/W294786544","https://openalex.org/W601499551","https://openalex.org/W1196821773","https://openalex.org/W1493988441","https://openalex.org/W1505076872","https://openalex.org/W1531387534","https://openalex.org/W1560880354","https://openalex.org/W1574378514","https://openalex.org/W1967169350","https://openalex.org/W1991119101","https://openalex.org/W1991169378","https://openalex.org/W1995561053","https://openalex.org/W2012457626","https://openalex.org/W2026368098","https://openalex.org/W2031564884","https://openalex.org/W2061742916","https://openalex.org/W2070054856","https://openalex.org/W2073168015","https://openalex.org/W2083873307","https://openalex.org/W2094125479","https://openalex.org/W2120133842","https://openalex.org/W2147725405","https://openalex.org/W2234287353","https://openalex.org/W2334658549","https://openalex.org/W2418883792","https://openalex.org/W2472532806","https://openalex.org/W3037229824","https://openalex.org/W3109252881"],"related_works":["https://openalex.org/W219988414","https://openalex.org/W1502773485","https://openalex.org/W2470897740","https://openalex.org/W2147725405","https://openalex.org/W2910292676","https://openalex.org/W7096282225","https://openalex.org/W6992081743","https://openalex.org/W2248257429","https://openalex.org/W7112760133","https://openalex.org/W2591061626"],"abstract_inverted_index":{"Enhancing":[0],"participant":[1,22],"satisfaction":[2,23],"is":[3,13,91],"an":[4,102,113],"ongoing":[5],"concern":[6],"for":[7,39,243,284,401,405],"leisure":[8,473],"providers.":[9],"The":[10,70,161],"service":[11,89,308],"guarantee":[12,28,218],"one":[14],"tool":[15],"that":[16,54,124,212,240,259,280,291,354,367,388,424,450],"has":[17],"been":[18,31],"promoted":[19],"to":[20,66,76,96,108,142,156,219,226,278,298,342,352,378,386,410,436,456,464,477,488],"increase":[21],"and":[24,80,168,246,302,339],"subsequent":[25],"loyalty.":[26],"Although":[27],"initiatives":[29],"have":[30,227,478],"used":[32,101],"successfully":[33],"in":[34,59,64,111,263,268,361,496],"a":[35,40,121,126,150,205,221,229,253,264,285,376],"variety":[36],"of":[37,42,72,88,163,200,207,235,249,294,314,325,337,498],"settings":[38],"number":[41],"years,":[43],"many":[44],"remain":[45],"skeptical":[46],"about":[47,209,413],"their":[48,350,411],"utility.":[49],"In":[50,287,396,415,441],"particular,":[51],"providers":[52,419,474],"fear":[53],"program":[55],"participants":[56,194,289,333],"may":[57],"engage":[58],"fraud":[60,326],"by":[61,358],"feigning":[62],"dissatisfaction":[63],"order":[65],"obtain":[67,220],"unwarranted":[68],"refunds.":[69],"purpose":[71],"this":[73],"study":[74,100],"was":[75,131,170,191,224,356],"explore":[77],"both":[78],"situational":[79],"personal":[81,295],"conditions":[82],"under":[83],"which":[84,112],"the":[85,118,137,164,210,217,241,247,250,269,300,312,362,394,402,416,442,453,479],"fraudulent":[86,265,315,499],"use":[87],"guarantees":[90],"more":[92,322,347,384,434],"or":[93,147,179,373,404],"less":[94],"likely":[95,277,323,348,357,385,435,476],"occur.":[97],"This":[99],"experimental":[103],"design.":[104],"Participants":[105,203],"were":[106,275,319,328,346,382,408],"exposed":[107],"hypothetical":[109],"scenarios":[110],"individual":[114],"named":[115],"Chris":[116,130,213,223,260,281],"spent":[117],"day":[119,165,234],"at":[120,172],"ski":[122],"center":[123,138],"offered":[125],"100%":[127],"money-back":[128],"guarantee.":[129],"described":[132,360],"either":[133,173],"as":[134,148,321],"having":[135],"visited":[136],"earlier":[139],"with":[140,153,334,371,452,471],"plans":[141,155],"return":[143,157],"(high":[144,181,482],"relationship":[145,159,251],"scenario)":[146,178],"being":[149],"first-time":[151],"visitor":[152],"no":[154],"(low":[158,175],"scenario).":[160,184],"price":[162],"(lift":[166],"tickets":[167],"rentals)":[169],"set":[171],"$35":[174],"material":[176,182,244,272],"gain":[177,183,245,273],"$125":[180],"A":[185],"2":[186,188],"?":[187],"factorial":[189],"design":[190],"used,":[192],"so":[193],"received":[195],"high":[196,292,335,340],"and/or":[197],"low":[198,270],"combinations":[199],"each":[201],"message.":[202],"answered":[204],"series":[206],"questions":[208],"likelihood":[211,313],"would":[214,261,282,310,390],"fraudulently":[215],"invoke":[216,299],"refund.":[222,286],"reported":[225,290,375],"had":[228,252],"satisfactory,":[230],"but":[231],"not":[232,383,432,459,491],"exceptional,":[233],"skiing.":[236],"Results":[238],"indicated":[239],"potential":[242],"extent":[248],"cumulative":[254],"effect":[255],"on":[256,439],"participants\u2019":[257],"predictions":[258,412],"act":[262],"manner.":[266],"Those":[267],"relationship/high":[271],"group":[274],"most":[276,369,427,462],"predict":[279,387],"ask":[283],"addition,":[288],"levels":[293,309,336],"contact":[296,481],"(required":[297],"guarantee)":[301],"exceptional":[303],"(rather":[304],"than":[305,327,349],"simply":[306],"adequate)":[307],"decrease":[311],"behavior.":[316,500],"Large":[317],"corporations":[318],"viewed":[320],"victims":[324],"smaller":[329],"operations.":[330],"Study":[332],"Machiavellianism":[338],"propensity":[341,455],"accept":[343],"cheating":[344,355,389,438],"behavior":[345],"counterparts":[351],"believe":[353],"characters":[359],"scenarios.":[363,395],"However,":[364],"we":[365],"found":[366],"those":[368,425,451,461],"involved":[370],"skiing":[372],"who":[374,426,485],"tendency":[377],"complain":[379,457],"when":[380],"dissatisfied":[381],"take":[391,429],"place":[392],"within":[393],"others":[397],"words,":[398],"neither":[399],"enthusiasm":[400],"activity,":[403],"complaining":[406],"itself,":[407],"related":[409],"cheating.":[414],"former":[417],"case,":[418,444],"can":[420,446],"be":[421,447],"comforted":[422,448],"knowing":[423,449],"often":[428],"part":[430],"are":[431,458,475,486],"any":[433,493],"support":[437],"guarantees.":[440],"latter":[443],"they":[445],"greatest":[454,480],"necessarily":[460],"willing":[463,487],"make":[465],"frivolous":[466],"complaints.":[467],"Taken":[468],"together,":[469],"users":[470],"whom":[472],"involvement":[483],"individuals":[484],"complain)":[489],"do":[490],"represent":[492],"additional":[494],"risk":[495],"terms":[497]},"counts_by_year":[{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1}],"updated_date":"2025-10-10T17:16:08.811792","created_date":"2019-05-29T00:00:00"}
