{"id":"https://openalex.org/W2962901325","doi":"https://doi.org/10.1108/ijbm-02-2019-0045","title":"Service quality in a post-crisis context: emotional effects and behaviours","display_name":"Service quality in a post-crisis context: emotional effects and behaviours","publication_year":2019,"publication_date":"2019-07-18","ids":{"openalex":"https://openalex.org/W2962901325","doi":"https://doi.org/10.1108/ijbm-02-2019-0045","mag":"2962901325"},"language":"en","primary_location":{"id":"doi:10.1108/ijbm-02-2019-0045","doi":"https://doi.org/10.1108/ijbm-02-2019-0045","is_oa":true,"landing_page_url":"https://doi.org/10.1108/ijbm-02-2019-0045","pdf_url":"https://www.emerald.com/insight/content/doi/10.1108/IJBM-02-2019-0045/full/pdf?title=service-quality-in-a-post-crisis-context-emotional-effects-and-behaviours","source":{"id":"https://openalex.org/S170810187","display_name":"International Journal of Bank Marketing","issn_l":"0265-2323","issn":["0265-2323","1758-5937"],"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-100","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":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Bank Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://www.emerald.com/insight/content/doi/10.1108/IJBM-02-2019-0045/full/pdf?title=service-quality-in-a-post-crisis-context-emotional-effects-and-behaviours","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5052649336","display_name":"Manuel Idrovo Arguello","orcid":"https://orcid.org/0000-0003-2046-7129","observed_orcids":["https://orcid.org/0000-0003-2046-7129"]},"institutions":[{"id":"https://openalex.org/I10902133","display_name":"Universitat Jaume I","ror":"https://ror.org/02ws1xc11","country_code":"ES","type":"education","lineage":["https://openalex.org/I10902133"]}],"countries":["ES"],"is_corresponding":false,"raw_author_name":"Manuel Idrovo Arguello","raw_affiliation_strings":["Department of Marketing, Universitat Jaume I, Castell\u00f3n, Spain"],"raw_orcid":"https://orcid.org/0000-0003-2046-7129","affiliations":[{"raw_affiliation_string":"Department of Marketing, Universitat Jaume I, Castell\u00f3n, Spain","institution_ids":["https://openalex.org/I10902133"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5057381677","display_name":"Diego Monferrer","orcid":"https://orcid.org/0000-0001-7996-1151","observed_orcids":["https://orcid.org/0000-0001-7996-1151"]},"institutions":[{"id":"https://openalex.org/I10902133","display_name":"Universitat Jaume I","ror":"https://ror.org/02ws1xc11","country_code":"ES","type":"education","lineage":["https://openalex.org/I10902133"]}],"countries":["ES"],"is_corresponding":false,"raw_author_name":"Diego Monferrer Tirado","raw_affiliation_strings":["Department of Business Administration and Marketing, Universitat Jaume I, Castell\u00f3n, Spain"],"raw_orcid":"https://orcid.org/0000-0001-7996-1151","affiliations":[{"raw_affiliation_string":"Department of Business Administration and Marketing, Universitat Jaume I, Castell\u00f3n, Spain","institution_ids":["https://openalex.org/I10902133"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5038857906","display_name":"Marta M. Estrada","orcid":"https://orcid.org/0000-0002-3644-4514","observed_orcids":["https://orcid.org/0000-0002-3644-4514"]},"institutions":[{"id":"https://openalex.org/I10902133","display_name":"Universitat Jaume I","ror":"https://ror.org/02ws1xc11","country_code":"ES","type":"education","lineage":["https://openalex.org/I10902133"]}],"countries":["ES"],"is_corresponding":false,"raw_author_name":"Marta Estrada Guill\u00e9n","raw_affiliation_strings":["Department of Business Administration and Marketing, Universitat Jaume I, Castell\u00f3n, Spain"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Administration and Marketing, Universitat Jaume I, Castell\u00f3n, Spain","institution_ids":["https://openalex.org/I10902133"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I10902133"],"apc_list":null,"apc_paid":null,"fwci":3.1526,"has_fulltext":true,"cited_by_count":20,"citation_normalized_percentile":{"value":0.91309574,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":93,"max":98},"biblio":{"volume":"38","issue":"1","first_page":"175","last_page":"198"},"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/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":0.9994999766349792,"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/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/T11536","display_name":"Consumer Retail Behavior Studies","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/service-quality","display_name":"service quality","score":0.8889999985694885},{"id":"https://openalex.org/keywords/bank-branches","display_name":"bank branches","score":0.7269999980926514},{"id":"https://openalex.org/keywords/post-crisis-banking","display_name":"post-crisis banking","score":0.7490000128746033},{"id":"https://openalex.org/keywords/financial-crises","display_name":"financial crisis","score":0.6880000233650208},{"id":"https://openalex.org/keywords/consumer-emotions","display_name":"consumer emotions","score":0.7990000247955322},{"id":"https://openalex.org/keywords/consumer-behavior","display_name":"consumer behavior","score":0.48399999737739563},{"id":"https://openalex.org/keywords/servicescape","display_name":"servicescape","score":0.7310000061988831},{"id":"https://openalex.org/keywords/staff-quality","display_name":"employee quality","score":0.7620000243186951},{"id":"https://openalex.org/keywords/service-outcomes","display_name":"service outcomes","score":0.7089999914169312},{"id":"https://openalex.org/keywords/social-service-quality","display_name":"quality of social services","score":0.7409999966621399},{"id":"https://openalex.org/keywords/customer-engagement","display_name":"customer engagement","score":0.7429999709129333},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"customer advocacy","score":0.9860000014305115},{"id":"https://openalex.org/keywords/spanish-banking-sector","display_name":"Spanish banking sector","score":0.5559999942779541}],"concepts":[{"id":"https://openalex.org/C2776115432","wikidata":"https://www.wikidata.org/wiki/Q7455855","display_name":"Servicescape","level":3,"score":0.9759888648986816},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6963972449302673},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6562076807022095},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6522297263145447},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.570843517780304},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5681425333023071},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.5380323529243469},{"id":"https://openalex.org/C68489960","wikidata":"https://www.wikidata.org/wiki/Q2370659","display_name":"Transactional leadership","level":2,"score":0.5294698476791382},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5101292729377747},{"id":"https://openalex.org/C33676613","wikidata":"https://www.wikidata.org/wiki/Q13415176","display_name":"Dimension (graph theory)","level":2,"score":0.4958256185054779},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4304327964782715},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.29812148213386536},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C202444582","wikidata":"https://www.wikidata.org/wiki/Q837863","display_name":"Pure mathematics","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","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},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1108/ijbm-02-2019-0045","doi":"https://doi.org/10.1108/ijbm-02-2019-0045","is_oa":true,"landing_page_url":"https://doi.org/10.1108/ijbm-02-2019-0045","pdf_url":"https://www.emerald.com/insight/content/doi/10.1108/IJBM-02-2019-0045/full/pdf?title=service-quality-in-a-post-crisis-context-emotional-effects-and-behaviours","source":{"id":"https://openalex.org/S170810187","display_name":"International Journal of Bank Marketing","issn_l":"0265-2323","issn":["0265-2323","1758-5937"],"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-100","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":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Bank Marketing","raw_type":"journal-article"},{"id":"pmh:oai:dnet:repositoriun::c3640126624199ec260873024b900e02","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10234/184207","pdf_url":null,"source":{"id":"https://openalex.org/S4306402641","display_name":"LA Referencia (Red Federada de Repositorios Institucionales de Publicaciones Cient\u00edficas)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4383465926","host_organization_name":"LA Referencia","host_organization_lineage":["https://openalex.org/I4383465926"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:repositori.uji.es:10234/184207","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10234/184207","pdf_url":null,"source":{"id":"https://openalex.org/S4306400303","display_name":"Repositori UJI (Universitat Jaume I)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I10902133","host_organization_name":"Universitat Jaume I","host_organization_lineage":["https://openalex.org/I10902133"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"doi:10.1108/ijbm-02-2019-0045","doi":"https://doi.org/10.1108/ijbm-02-2019-0045","is_oa":true,"landing_page_url":"https://doi.org/10.1108/ijbm-02-2019-0045","pdf_url":"https://www.emerald.com/insight/content/doi/10.1108/IJBM-02-2019-0045/full/pdf?title=service-quality-in-a-post-crisis-context-emotional-effects-and-behaviours","source":{"id":"https://openalex.org/S170810187","display_name":"International Journal of Bank Marketing","issn_l":"0265-2323","issn":["0265-2323","1758-5937"],"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-100","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":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Bank Marketing","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2962901325.pdf","grobid_xml":"https://content.openalex.org/works/W2962901325.grobid-xml"},"referenced_works_count":93,"referenced_works":["https://openalex.org/W93022447","https://openalex.org/W1432172627","https://openalex.org/W1525196160","https://openalex.org/W1549493899","https://openalex.org/W1557138528","https://openalex.org/W1570801585","https://openalex.org/W1584259234","https://openalex.org/W1589087446","https://openalex.org/W1689771227","https://openalex.org/W1966763002","https://openalex.org/W1966840533","https://openalex.org/W1969333857","https://openalex.org/W1972423467","https://openalex.org/W1974773993","https://openalex.org/W1977578381","https://openalex.org/W1977818320","https://openalex.org/W1981324120","https://openalex.org/W1986672401","https://openalex.org/W1988065538","https://openalex.org/W1989528006","https://openalex.org/W1991623719","https://openalex.org/W1992193527","https://openalex.org/W1997790437","https://openalex.org/W2008657779","https://openalex.org/W2010760330","https://openalex.org/W2012671855","https://openalex.org/W2014462997","https://openalex.org/W2015536632","https://openalex.org/W2024076948","https://openalex.org/W2030565437","https://openalex.org/W2030741364","https://openalex.org/W2031686141","https://openalex.org/W2033276371","https://openalex.org/W2034420572","https://openalex.org/W2035880114","https://openalex.org/W2038125955","https://openalex.org/W2046334327","https://openalex.org/W2048914061","https://openalex.org/W2052194544","https://openalex.org/W2061192447","https://openalex.org/W2066466439","https://openalex.org/W2070979498","https://openalex.org/W2071666535","https://openalex.org/W2075704366","https://openalex.org/W2080593835","https://openalex.org/W2081403835","https://openalex.org/W2081700147","https://openalex.org/W2082383398","https://openalex.org/W2087750581","https://openalex.org/W2092338200","https://openalex.org/W2094013842","https://openalex.org/W2098362615","https://openalex.org/W2106096361","https://openalex.org/W2108724496","https://openalex.org/W2110380098","https://openalex.org/W2115379661","https://openalex.org/W2118047774","https://openalex.org/W2123654171","https://openalex.org/W2126449786","https://openalex.org/W2132850081","https://openalex.org/W2134884007","https://openalex.org/W2138630279","https://openalex.org/W2139796938","https://openalex.org/W2149608872","https://openalex.org/W2150238850","https://openalex.org/W2153270935","https://openalex.org/W2153674408","https://openalex.org/W2157575844","https://openalex.org/W2161537835","https://openalex.org/W2175227141","https://openalex.org/W2209976290","https://openalex.org/W2254664211","https://openalex.org/W2277158031","https://openalex.org/W2279102894","https://openalex.org/W2286725107","https://openalex.org/W2331540347","https://openalex.org/W2380334158","https://openalex.org/W2416572746","https://openalex.org/W2467696562","https://openalex.org/W2489852417","https://openalex.org/W2507225911","https://openalex.org/W2522676660","https://openalex.org/W2739388751","https://openalex.org/W2769911796","https://openalex.org/W2786737307","https://openalex.org/W2911848713","https://openalex.org/W2940573867","https://openalex.org/W2948414147","https://openalex.org/W2978684226","https://openalex.org/W3121636161","https://openalex.org/W4235678817","https://openalex.org/W4241244867","https://openalex.org/W4243667233"],"related_works":["https://openalex.org/W2279102894","https://openalex.org/W4412105330","https://openalex.org/W4381429190","https://openalex.org/W2791403536","https://openalex.org/W3043195454","https://openalex.org/W3187223806","https://openalex.org/W4410907970","https://openalex.org/W1589087446","https://openalex.org/W2036129464","https://openalex.org/W4365453744"],"abstract_inverted_index":{"Purpose":[0],"The":[1,65],"purpose":[2],"of":[3,11,17,45,59,74,77,92,96,106,113,127,143,158,160,169,180,211,215],"this":[4],"paper":[5,148,198],"is":[6],"to":[7,55,166,226],"analyse":[8],"the":[9,18,25,31,57,60,68,72,75,86,90,93,107,116,120,136,141,156,161,167,172,178,209,212,227],"influence":[10,76,134,159],"service":[12,79,94,117,170,184,216],"quality":[13,80,95,142,168,217],"dimensions":[14,91,138,163,214],"as":[15,185,223,225],"determinants":[16,105],"emotional":[19,181],"and":[20,102,110,205,221,235,242],"relational":[21,111],"behaviours":[22,112],"experienced":[23,34,229],"by":[24,35,119,230],"client":[26],"in":[27,30,164,171,188],"bank":[28,151,173],"branches":[29],"post-crisis":[32],"context":[33],"Spanish":[36],"financial":[37],"institutions.":[38],"Design/methodology/approach":[39],"Data":[40],"taken":[41],"from":[42],"a":[43,78,128,193],"total":[44],"1,125":[46],"customers":[47,232],"were":[48],"analysed":[49],"through":[50],"structural":[51],"equations":[52],"modelling":[53],"(EQS6.1)":[54],"test":[56],"relationships":[58,191],"proposed":[61],"model\u2019s":[62],"variables.":[63],"Findings":[64],"results":[66],"support":[67],"hypotheses":[69],"stated,":[70],"with":[71],"exception":[73],"dimension":[81],"(servicescape)":[82],"on":[83,135,155,208,239],"emotions":[84,109,228],"during":[85,183,233],"service.":[87,144],"In":[88],"fact,":[89],"an":[97,201],"intangible":[98],"nature":[99],"(personnel,":[100],"outcome":[101,220],"social)":[103,222],"are":[104],"positive":[108],"clients":[114],"around":[115],"provided":[118],"branches.":[121],"For":[122],"its":[123,236],"part,":[124],"servicescape":[125],"quality,":[126],"more":[129],"tangible":[130],"nature,":[131],"exerts":[132],"indirect":[133],"other":[137],"that":[139],"compose":[140],"Practical":[145],"implications":[146],"This":[147,197],"provides":[149],"senior":[150],"executives":[152],"established":[153],"evidence":[154],"degree":[157],"different":[162,213],"relation":[165],"branch.":[174],"Furthermore,":[175],"it":[176],"emphasises":[177],"importance":[179],"factors":[182],"essential":[186],"elements":[187],"strengthening":[189],"customer\u2013staff":[190],"under":[192],"non-transactional":[194],"dynamic.":[195],"Originality/value":[196],"has":[199],"adopted":[200],"analytical":[202],"holistic,":[203],"theoretical":[204],"empirical":[206],"perspective":[207],"impact":[210],"(servicescape,":[218],"personnel,":[219],"well":[224],"banking":[231],"services":[234],"lasting":[237],"effect":[238],"customer":[240,243],"engagement":[241],"advocacy.":[244]},"counts_by_year":[{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":6},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":4}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2019-07-30T00:00:00"}