{"id":"https://openalex.org/W2988080331","doi":"https://doi.org/10.1016/j.jretconser.2019.101978","title":"Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors","display_name":"Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors","publication_year":2019,"publication_date":"2019-11-04","ids":{"openalex":"https://openalex.org/W2988080331","doi":"https://doi.org/10.1016/j.jretconser.2019.101978","mag":"2988080331"},"language":"en","primary_location":{"id":"doi:10.1016/j.jretconser.2019.101978","doi":"https://doi.org/10.1016/j.jretconser.2019.101978","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.jretconser.2019.101978","pdf_url":null,"source":{"id":"https://openalex.org/S25235501","display_name":"Journal of Retailing and Consumer Services","issn_l":"0969-6989","issn":["0969-6989","1873-1384"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Retailing and Consumer Services","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/A5001498392","display_name":"Omar S. Itani","orcid":"https://orcid.org/0000-0003-2258-7837","observed_orcids":["https://orcid.org/0000-0003-2258-7837"]},"institutions":[{"id":"https://openalex.org/I56306041","display_name":"Lebanese American University","ror":"https://ror.org/00hqkan37","country_code":"LB","type":"education","lineage":["https://openalex.org/I56306041"]}],"countries":["LB"],"is_corresponding":true,"raw_author_name":"Omar S. Itani","raw_affiliation_strings":["Department of Marketing, Adnan Kassar School of Business, Lebanese American University - Beirut, Lebanon"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, Adnan Kassar School of Business, Lebanese American University - Beirut, Lebanon","institution_ids":["https://openalex.org/I56306041"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5049132430","display_name":"Fernando Jaramillo","orcid":"https://orcid.org/0000-0003-3756-788X","observed_orcids":["https://orcid.org/0000-0003-3756-788X"]},"institutions":[{"id":"https://openalex.org/I189196454","display_name":"The University of Texas at Arlington","ror":"https://ror.org/019kgqr73","country_code":"US","type":"education","lineage":["https://openalex.org/I189196454"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Fernando Jaramillo","raw_affiliation_strings":["Department of Marketing, University of Texas Arlington, Box 19469, 701 S. West Street, Business Building, 234B, Arlington, TX, 76019, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, University of Texas Arlington, Box 19469, 701 S. West Street, Business Building, 234B, Arlington, TX, 76019, USA","institution_ids":["https://openalex.org/I189196454"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5065248647","display_name":"Bert Paesbrugghe","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I1294671590","display_name":"Centre National de la Recherche Scientifique","ror":"https://ror.org/02feahw73","country_code":"FR","type":"government","lineage":["https://openalex.org/I1294671590"]},{"id":"https://openalex.org/I4210148300","display_name":"Institut d'Economie Scientifique Et de Gestion","ror":"https://ror.org/04jqeag92","country_code":"FR","type":"education","lineage":["https://openalex.org/I181827316","https://openalex.org/I4210148300"]},{"id":"https://openalex.org/I4210159017","display_name":"Lille \u00c9conomie Management","ror":"https://ror.org/05bz47575","country_code":"FR","type":"facility","lineage":["https://openalex.org/I1294671590","https://openalex.org/I181827316","https://openalex.org/I2279609970","https://openalex.org/I2802487185","https://openalex.org/I4210148300","https://openalex.org/I4210150854","https://openalex.org/I4210159017","https://openalex.org/I44563897"]}],"countries":["FR"],"is_corresponding":false,"raw_author_name":"Bert Paesbrugghe","raw_affiliation_strings":["IESEG School of Management LEM-CNRS 9221, 1 Parvis de La D\u00e9fense, 92800, Puteaux, France"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IESEG School of Management LEM-CNRS 9221, 1 Parvis de La D\u00e9fense, 92800, Puteaux, France","institution_ids":["https://openalex.org/I1294671590","https://openalex.org/I4210148300","https://openalex.org/I4210159017"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":5,"corresponding_author_ids":["https://openalex.org/A5001498392"],"corresponding_institution_ids":["https://openalex.org/I56306041"],"apc_list":{"value":1300,"currency":"USD","value_usd":1300},"apc_paid":null,"fwci":8.7667,"has_fulltext":false,"cited_by_count":53,"citation_normalized_percentile":{"value":0.97349919,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":96,"max":99},"biblio":{"volume":"53","issue":null,"first_page":"101978","last_page":"101978"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9976000189781189,"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":0.9976000189781189,"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":0.00139999995008111,"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":0.0005000000237487257,"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-value","display_name":"customer value","score":0.7250000238418579},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9990000128746033},{"id":"https://openalex.org/keywords/sportsmanship","display_name":"sportsmanship","score":0.5879999995231628},{"id":"https://openalex.org/keywords/empathy","display_name":"empathy","score":0.8379999995231628},{"id":"https://openalex.org/keywords/information-communication","display_name":"information communication","score":0.8009999990463257},{"id":"https://openalex.org/keywords/inducement","display_name":"inducement","score":0.7870000004768372},{"id":"https://openalex.org/keywords/diligence","display_name":"diligence","score":0.7509999871253967}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7370163798332214},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6562551856040955},{"id":"https://openalex.org/C2779326394","wikidata":"https://www.wikidata.org/wiki/Q995616","display_name":"Sportsmanship","level":2,"score":0.5468215942382812},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5435736775398254},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5402133464813232},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5217029452323914},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.49653393030166626},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.4373261630535126},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.26861339807510376},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.08857998251914978},{"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/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.0},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.0}],"mesh":[],"locations_count":5,"locations":[{"id":"doi:10.1016/j.jretconser.2019.101978","doi":"https://doi.org/10.1016/j.jretconser.2019.101978","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.jretconser.2019.101978","pdf_url":null,"source":{"id":"https://openalex.org/S25235501","display_name":"Journal of Retailing and Consumer Services","issn_l":"0969-6989","issn":["0969-6989","1873-1384"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Retailing and Consumer Services","raw_type":"journal-article"},{"id":"pmh:oai:scholarworks.utrgv.edu:marketing_fac-1070","doi":null,"is_oa":false,"landing_page_url":"https://scholarworks.utrgv.edu/marketing_fac/71","pdf_url":null,"source":{"id":"https://openalex.org/S4306402611","display_name":"ScholarWorks @ UTRGV (The University of Texas Rio Grande Valley)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I2802326326","host_organization_name":"The University of Texas Rio Grande Valley","host_organization_lineage":["https://openalex.org/I2802326326"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Marketing Faculty Publications and Presentations","raw_type":"text"},{"id":"pmh:oai:HAL:hal-02987189v1","doi":null,"is_oa":false,"landing_page_url":"https://hal.science/hal-02987189","pdf_url":null,"source":{"id":"https://openalex.org/S4306402512","display_name":"HAL","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4405252976","host_organization_name":"Centre pour la Communication Scientifique Directe","host_organization_lineage":["https://openalex.org/I4405252976"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Journal of retailing and consumer services, 2020, 53, pp.101978. ⟨10.1016/j.jretconser.2019.101978⟩","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:RePEc:eee:joreco:v:53:y:2020:i:c:s0969698919306113","doi":null,"is_oa":false,"landing_page_url":"http://www.sciencedirect.com/science/article/pii/S0969698919306113","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"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":"article"},{"id":"pmh:oai:archive.ugent.be:8673005","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/1854/LU-8673005","pdf_url":null,"source":{"id":"https://openalex.org/S4306400478","display_name":"Ghent University Academic Bibliography (Ghent University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I32597200","host_organization_name":"Ghent University","host_organization_lineage":["https://openalex.org/I32597200"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"ISSN: 1873-1384","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8","score":0.48510000109672546}],"sustainable_development_goals_aurora":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":106,"referenced_works":["https://openalex.org/W1521832","https://openalex.org/W795709198","https://openalex.org/W919187098","https://openalex.org/W1165513011","https://openalex.org/W1469798711","https://openalex.org/W1481122935","https://openalex.org/W1487792987","https://openalex.org/W1689771227","https://openalex.org/W1766929297","https://openalex.org/W1775008920","https://openalex.org/W1966055854","https://openalex.org/W1966317382","https://openalex.org/W1966836267","https://openalex.org/W1968219313","https://openalex.org/W1970438257","https://openalex.org/W1971052396","https://openalex.org/W1971313179","https://openalex.org/W1973437001","https://openalex.org/W1979422830","https://openalex.org/W1985720015","https://openalex.org/W1986624246","https://openalex.org/W1987475070","https://openalex.org/W1992479842","https://openalex.org/W1994367353","https://openalex.org/W1997176931","https://openalex.org/W2001193333","https://openalex.org/W2004452297","https://openalex.org/W2015285454","https://openalex.org/W2015808835","https://openalex.org/W2021949104","https://openalex.org/W2024972102","https://openalex.org/W2030539295","https://openalex.org/W2031538476","https://openalex.org/W2032211638","https://openalex.org/W2032292825","https://openalex.org/W2034420572","https://openalex.org/W2036063909","https://openalex.org/W2038702827","https://openalex.org/W2040484478","https://openalex.org/W2046752514","https://openalex.org/W2050547794","https://openalex.org/W2056689801","https://openalex.org/W2056749799","https://openalex.org/W2069576320","https://openalex.org/W2074139218","https://openalex.org/W2078854905","https://openalex.org/W2080372296","https://openalex.org/W2082576224","https://openalex.org/W2085596420","https://openalex.org/W2088998721","https://openalex.org/W2090674963","https://openalex.org/W2091233403","https://openalex.org/W2092468029","https://openalex.org/W2099463741","https://openalex.org/W2106096361","https://openalex.org/W2113531783","https://openalex.org/W2119508317","https://openalex.org/W2122910380","https://openalex.org/W2123430461","https://openalex.org/W2126840412","https://openalex.org/W2127645958","https://openalex.org/W2134111791","https://openalex.org/W2135526934","https://openalex.org/W2139020302","https://openalex.org/W2139898527","https://openalex.org/W2140993818","https://openalex.org/W2145027532","https://openalex.org/W2146601354","https://openalex.org/W2152171016","https://openalex.org/W2152953165","https://openalex.org/W2157805790","https://openalex.org/W2169495330","https://openalex.org/W2183299514","https://openalex.org/W2228017875","https://openalex.org/W2235888989","https://openalex.org/W2239954938","https://openalex.org/W2273583750","https://openalex.org/W2274549808","https://openalex.org/W2289752878","https://openalex.org/W2333057539","https://openalex.org/W2337375262","https://openalex.org/W2339769240","https://openalex.org/W2473619294","https://openalex.org/W2581321023","https://openalex.org/W2584353375","https://openalex.org/W2587796858","https://openalex.org/W2624839742","https://openalex.org/W2727972328","https://openalex.org/W2753866995","https://openalex.org/W2765744325","https://openalex.org/W2773381736","https://openalex.org/W2790117440","https://openalex.org/W2792068355","https://openalex.org/W2802097824","https://openalex.org/W2904371509","https://openalex.org/W2912214692","https://openalex.org/W2943340063","https://openalex.org/W2967498091","https://openalex.org/W2967591581","https://openalex.org/W2971371376","https://openalex.org/W2999668011","https://openalex.org/W3121735269","https://openalex.org/W3121934114","https://openalex.org/W3125429397","https://openalex.org/W4235511225","https://openalex.org/W6756777932"],"related_works":["https://openalex.org/W2005157918","https://openalex.org/W2771922576","https://openalex.org/W2058787488","https://openalex.org/W2495175751","https://openalex.org/W2113531783","https://openalex.org/W2778685920","https://openalex.org/W2523062639","https://openalex.org/W2979625543","https://openalex.org/W2071703139","https://openalex.org/W2735218708"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":4},{"year":2025,"cited_by_count":7},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":14},{"year":2022,"cited_by_count":8},{"year":2021,"cited_by_count":9},{"year":2020,"cited_by_count":8}],"updated_date":"2026-10-25T09:29:13.331239","created_date":"2019-11-22T00:00:00"}