{"id":"https://openalex.org/W2979519892","doi":"https://doi.org/10.3390/bs9100109","title":"Providing Excellent Customer Service Is Therapeutic: Insights from an Implicit Association Neuromarketing Study","display_name":"Providing Excellent Customer Service Is Therapeutic: Insights from an Implicit Association Neuromarketing Study","publication_year":2019,"publication_date":"2019-10-14","ids":{"openalex":"https://openalex.org/W2979519892","doi":"https://doi.org/10.3390/bs9100109","mag":"2979519892","pmid":"https://pubmed.ncbi.nlm.nih.gov/31615003","pmcid":"https://www.ncbi.nlm.nih.gov/pmc/articles/6826515"},"language":"en","primary_location":{"id":"doi:10.3390/bs9100109","doi":"https://doi.org/10.3390/bs9100109","is_oa":true,"landing_page_url":"http://dx.doi.org/10.3390/bs9100109","pdf_url":"https://www.mdpi.com/2076-328X/9/10/109/pdf?version=1571123132","source":{"id":"https://openalex.org/S4210194710","display_name":"Behavioral Sciences","issn_l":"2076-328X","issn":["2076-328X"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","doaj","jufo-1","ki-jl-1","norway-1","poland-40","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Behavioral Sciences","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","doaj","pubmed"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://www.mdpi.com/2076-328X/9/10/109/pdf?version=1571123132","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5009778442","display_name":"Gemma Anne Calvert","orcid":"https://orcid.org/0000-0002-5487-8076","observed_orcids":["https://orcid.org/0000-0002-5487-8076"]},"institutions":[{"id":"https://openalex.org/I172675005","display_name":"Nanyang Technological University","ror":"https://ror.org/02e7b5302","country_code":"SG","type":"education","lineage":["https://openalex.org/I172675005"]}],"countries":["SG"],"is_corresponding":true,"raw_author_name":"Gemma Anne Calvert","raw_affiliation_strings":["Nanyang Business School, Nanyang Technological University, 50 Nanyang Avenue, Singapore 639798, Singapore"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Nanyang Business School, Nanyang Technological University, 50 Nanyang Avenue, Singapore 639798, Singapore","institution_ids":["https://openalex.org/I172675005"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5102012133","display_name":"Abhishek Pathak","orcid":"https://orcid.org/0000-0003-2779-9265","observed_orcids":["https://orcid.org/0000-0003-2779-9265"]},"institutions":[{"id":"https://openalex.org/I177639307","display_name":"University of Dundee","ror":"https://ror.org/03h2bxq36","country_code":"GB","type":"education","lineage":["https://openalex.org/I177639307"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Abhishek Pathak","raw_affiliation_strings":["School of Business, 4 Nethergate, University of Dundee, Dundee DD1 4HN, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Business, 4 Nethergate, University of Dundee, Dundee DD1 4HN, UK","institution_ids":["https://openalex.org/I177639307"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5108419951","display_name":"Elison Ai Ching Lim","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I172675005","display_name":"Nanyang Technological University","ror":"https://ror.org/02e7b5302","country_code":"SG","type":"education","lineage":["https://openalex.org/I172675005"]}],"countries":["SG"],"is_corresponding":false,"raw_author_name":"Lim Elison Ai Ching","raw_affiliation_strings":["Nanyang Business School, Nanyang Technological University, 50 Nanyang Avenue, Singapore 639798, Singapore"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Nanyang Business School, Nanyang Technological University, 50 Nanyang Avenue, Singapore 639798, Singapore","institution_ids":["https://openalex.org/I172675005"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5012775908","display_name":"Geraldine Trufil","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Geraldine Trufil","raw_affiliation_strings":["Split Second Research Limited, London E1 8FA, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Split Second Research Limited, London E1 8FA, UK","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5022957126","display_name":"Eamon Philip Fulcher","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Eamon Philip Fulcher","raw_affiliation_strings":["Split Second Research Limited, London E1 8FA, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Split Second Research Limited, London E1 8FA, UK","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5009778442"],"corresponding_institution_ids":["https://openalex.org/I172675005"],"apc_list":{"value":1000,"currency":"CHF","value_usd":1013},"apc_paid":{"value":1000,"currency":"CHF","value_usd":1013},"fwci":2.4555,"has_fulltext":true,"cited_by_count":19,"citation_normalized_percentile":{"value":0.89818019,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":93,"max":98},"biblio":{"volume":"9","issue":"10","first_page":"109","last_page":"109"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.7567999958992004,"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":0.7567999958992004,"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":0.2312999963760376,"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/T11114","display_name":"Service and Product Innovation","score":0.0032999999821186066,"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-service","display_name":"customer service","score":0.9729999899864197},{"id":"https://openalex.org/keywords/implicit-associations","display_name":"implicit associations","score":0.5759999752044678},{"id":"https://openalex.org/keywords/affective-priming","display_name":"affective priming","score":0.9330000281333923},{"id":"https://openalex.org/keywords/neuromarketing","display_name":"neuromarketing","score":0.7940000295639038},{"id":"https://openalex.org/keywords/emotional-responses","display_name":"emotional responses","score":0.5529999732971191},{"id":"https://openalex.org/keywords/physiological-responses","display_name":"physiological responses","score":0.8709999918937683},{"id":"https://openalex.org/keywords/employee-retention","display_name":"employee retention","score":0.7919999957084656},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9810000061988831},{"id":"https://openalex.org/keywords/positive-emotions","display_name":"positive emotions","score":0.3529999852180481},{"id":"https://openalex.org/keywords/service-encounters","display_name":"service encounters","score":0.40299999713897705}],"concepts":[{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.6577645540237427},{"id":"https://openalex.org/C122980154","wikidata":"https://www.wikidata.org/wiki/Q205555","display_name":"Feeling","level":2,"score":0.6438146829605103},{"id":"https://openalex.org/C81444415","wikidata":"https://www.wikidata.org/wiki/Q7243535","display_name":"Priming (agriculture)","level":3,"score":0.6026650667190552},{"id":"https://openalex.org/C142853389","wikidata":"https://www.wikidata.org/wiki/Q744778","display_name":"Association (psychology)","level":2,"score":0.5518449544906616},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5282812714576721},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5233665704727173},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.5080111026763916},{"id":"https://openalex.org/C2780451532","wikidata":"https://www.wikidata.org/wiki/Q759676","display_name":"Task (project management)","level":2,"score":0.4244289994239807},{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.4102194905281067},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.3933679461479187},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.366288423538208},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.3258112668991089},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3111664056777954},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.2037084400653839},{"id":"https://openalex.org/C542102704","wikidata":"https://www.wikidata.org/wiki/Q183257","display_name":"Psychotherapist","level":1,"score":0.08432582020759583},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.08002158999443054},{"id":"https://openalex.org/C100701293","wikidata":"https://www.wikidata.org/wiki/Q193838","display_name":"Germination","level":2,"score":0.0},{"id":"https://openalex.org/C201995342","wikidata":"https://www.wikidata.org/wiki/Q682496","display_name":"Systems engineering","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C59822182","wikidata":"https://www.wikidata.org/wiki/Q441","display_name":"Botany","level":1,"score":0.0}],"mesh":[],"locations_count":6,"locations":[{"id":"doi:10.3390/bs9100109","doi":"https://doi.org/10.3390/bs9100109","is_oa":true,"landing_page_url":"http://dx.doi.org/10.3390/bs9100109","pdf_url":"https://www.mdpi.com/2076-328X/9/10/109/pdf?version=1571123132","source":{"id":"https://openalex.org/S4210194710","display_name":"Behavioral Sciences","issn_l":"2076-328X","issn":["2076-328X"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","doaj","jufo-1","ki-jl-1","norway-1","poland-40","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Behavioral Sciences","raw_type":"journal-article"},{"id":"pmh:oai:pubmedcentral.nih.gov:6826515","doi":null,"is_oa":true,"landing_page_url":"https://www.ncbi.nlm.nih.gov/pmc/articles/6826515","pdf_url":null,"source":{"id":"https://openalex.org/S2764455111","display_name":"PubMed Central","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1299303238","host_organization_name":"National Institutes of Health","host_organization_lineage":["https://openalex.org/I1299303238"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Behav Sci (Basel)","raw_type":"Text"},{"id":"pmid:31615003","doi":null,"is_oa":false,"landing_page_url":"https://pubmed.ncbi.nlm.nih.gov/31615003","pdf_url":null,"source":{"id":"https://openalex.org/S4306525036","display_name":"PubMed","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1299303238","host_organization_name":"National Institutes of Health","host_organization_lineage":["https://openalex.org/I1299303238"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Behavioral sciences (Basel, Switzerland)","raw_type":"Journal Article"},{"id":"pmh:oai:discovery.dundee.ac.uk:openaire/2dae55eb-747c-4a0c-a61d-2818c263afea","doi":null,"is_oa":true,"landing_page_url":"https://discovery.dundee.ac.uk/files/39261197/Final_Published_Version.pdf","pdf_url":"https://discovery.dundee.ac.uk/ws/files/39261197/Final_Published_Version.pdf","source":{"id":"https://openalex.org/S4306400523","display_name":"Discovery Research Portal (University of Dundee)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I177639307","host_organization_name":"University of Dundee","host_organization_lineage":["https://openalex.org/I177639307"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Calvert, G A, Pathak, A, Ching, L E A, Trufil, G & Fulcher, E P 2019, 'Providing Excellent Customer Service Is Therapeutic : Insights from an Implicit Association Neuromarketing Study', Behavioral and Brain Sciences, vol. 9, no. 10, 109, pp. 1-17. https://doi.org/10.3390/bs9100109","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:doaj.org/article:49368b6523064ec48515218413664b74","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/49368b6523064ec48515218413664b74","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"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":"Behavioral Sciences, Vol 9, Iss 10, p 109 (2019)","raw_type":"article"},{"id":"pmh:oai:dr.ntu.edu.sg:10356/142121","doi":null,"is_oa":true,"landing_page_url":"https://hdl.handle.net/10356/142121","pdf_url":null,"source":{"id":"https://openalex.org/S4306402609","display_name":"DR-NTU (Nanyang Technological University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I172675005","host_organization_name":"Nanyang Technological University","host_organization_lineage":["https://openalex.org/I172675005"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Journal Article"}],"best_oa_location":{"id":"doi:10.3390/bs9100109","doi":"https://doi.org/10.3390/bs9100109","is_oa":true,"landing_page_url":"http://dx.doi.org/10.3390/bs9100109","pdf_url":"https://www.mdpi.com/2076-328X/9/10/109/pdf?version=1571123132","source":{"id":"https://openalex.org/S4210194710","display_name":"Behavioral Sciences","issn_l":"2076-328X","issn":["2076-328X"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","doaj","jufo-1","ki-jl-1","norway-1","poland-40","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Behavioral Sciences","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2979519892.pdf","grobid_xml":"https://content.openalex.org/works/W2979519892.grobid-xml"},"referenced_works_count":45,"referenced_works":["https://openalex.org/W235978909","https://openalex.org/W1490676200","https://openalex.org/W1561886032","https://openalex.org/W1964299562","https://openalex.org/W1971948521","https://openalex.org/W1982735577","https://openalex.org/W1991228153","https://openalex.org/W1997061718","https://openalex.org/W2014040133","https://openalex.org/W2022418680","https://openalex.org/W2023945307","https://openalex.org/W2028441304","https://openalex.org/W2041468403","https://openalex.org/W2054254337","https://openalex.org/W2056932995","https://openalex.org/W2062962404","https://openalex.org/W2063291293","https://openalex.org/W2063428570","https://openalex.org/W2074203542","https://openalex.org/W2074404186","https://openalex.org/W2086230172","https://openalex.org/W2087873372","https://openalex.org/W2097325919","https://openalex.org/W2097780989","https://openalex.org/W2102102353","https://openalex.org/W2107674768","https://openalex.org/W2110710591","https://openalex.org/W2113800396","https://openalex.org/W2117234353","https://openalex.org/W2121554843","https://openalex.org/W2124088225","https://openalex.org/W2141569049","https://openalex.org/W2162173963","https://openalex.org/W2168524464","https://openalex.org/W2333057539","https://openalex.org/W2335588146","https://openalex.org/W2341004386","https://openalex.org/W2437442434","https://openalex.org/W2559987799","https://openalex.org/W2794565613","https://openalex.org/W3014226489","https://openalex.org/W3122016286","https://openalex.org/W4233549127","https://openalex.org/W4238867963","https://openalex.org/W6821631152"],"related_works":["https://openalex.org/W2304088545","https://openalex.org/W1550408369","https://openalex.org/W1973563303","https://openalex.org/W2131273973","https://openalex.org/W4210844425","https://openalex.org/W7034369334","https://openalex.org/W2146612248","https://openalex.org/W2351216725","https://openalex.org/W2968741084","https://openalex.org/W4245863844"],"abstract_inverted_index":{"This":[0],"paper":[1],"reports":[2],"the":[3,15,20,42,66,105,119,122,130],"results":[4,87],"of":[5,14,18,24,79,121,129,132],"a":[6,76],"combined":[7],"biometric":[8],"and":[9,46,52,71,92,103,141],"implicit":[10,44,67],"affective":[11,61],"priming":[12,62],"study":[13,33],"emotional":[16,45],"consequences":[17],"being":[19],"provider":[21],"or":[22,27],"receiver":[23],"either":[25],"positive":[26,112],"negative":[28],"customer":[29,55,73,95,142],"service":[30,74,96,125],"experiences.":[31],"The":[32,116],"was":[34,97,108],"conducted":[35],"in":[36,75,127],"two":[37],"stages.":[38],"Study":[39,57],"1":[40],"captured":[41],"moment-by-moment":[43],"physiological":[47],"responses":[48],"associated":[49,110],"with":[50,69,111],"receiving":[51,93],"providing":[53],"good":[54,70,94],"service.":[56],"2":[58],"employed":[59],"an":[60],"task":[63],"to":[64],"evaluate":[65],"associations":[68],"poor":[72],"large":[77],"sample":[78],"1200":[80],"respondents":[81],"across":[82],"three":[83],"Western":[84],"countries.":[85],"Our":[86],"show":[88],"that":[89],"both":[90],"giving":[91],"perceived":[98],"as":[99],"pleasurable":[100],"(Study":[101,114],"1)":[102],"at":[104],"same":[106],"time,":[107],"implicitly":[109],"feelings":[113],"2).":[115],"authors":[117],"discuss":[118],"implications":[120],"research":[123],"for":[124],"providers":[126],"terms":[128],"impact":[131],"these":[133],"interactions":[134],"on":[135],"employee":[136],"wellbeing,":[137],"staff":[138],"retention":[139],"rates":[140],"satisfaction.":[143]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":5},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":2}],"updated_date":"2026-10-28T10:33:24.094632","created_date":"2019-10-18T00:00:00"}
