{"id":"https://openalex.org/W3000762437","doi":"https://doi.org/10.1108/josm-01-2019-0013","title":"Trapped in a service encounter","display_name":"Trapped in a service encounter","publication_year":2019,"publication_date":"2019-12-24","ids":{"openalex":"https://openalex.org/W3000762437","doi":"https://doi.org/10.1108/josm-01-2019-0013","mag":"3000762437"},"language":"en","primary_location":{"id":"doi:10.1108/josm-01-2019-0013","doi":"https://doi.org/10.1108/josm-01-2019-0013","is_oa":false,"landing_page_url":"https://doi.org/10.1108/josm-01-2019-0013","pdf_url":null,"source":{"id":"https://openalex.org/S107183665","display_name":"Journal of service management","issn_l":"1757-5818","issn":["1757-5818","1757-5826"],"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-2","norway-1","poland-140","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 Management","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/A5068861121","display_name":"Sabine Flie\u00df","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I120691247","display_name":"FernUniversit\u00e4t in Hagen","ror":"https://ror.org/04tkkr536","country_code":"DE","type":"education","lineage":["https://openalex.org/I120691247"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Sabine Fliess","raw_affiliation_strings":["Department of Service Management, University of Hagen, Hagen, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Service Management, University of Hagen, Hagen, Germany","institution_ids":["https://openalex.org/I120691247"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5061162999","display_name":"Maarten Volkers","orcid":"https://orcid.org/0000-0003-0548-0800","observed_orcids":["https://orcid.org/0000-0003-0548-0800"]},"institutions":[{"id":"https://openalex.org/I120691247","display_name":"FernUniversit\u00e4t in Hagen","ror":"https://ror.org/04tkkr536","country_code":"DE","type":"education","lineage":["https://openalex.org/I120691247"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Maarten Volkers","raw_affiliation_strings":["Department of Service Management, University of Hagen, Hagen, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Service Management, University of Hagen, Hagen, Germany","institution_ids":["https://openalex.org/I120691247"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I120691247"],"apc_list":null,"apc_paid":null,"fwci":5.26,"has_fulltext":false,"cited_by_count":33,"citation_normalized_percentile":{"value":0.94890305,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":93,"max":99},"biblio":{"volume":"31","issue":"1","first_page":"79","last_page":"114"},"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/T12284","display_name":"Emotional Labor in Professions","score":0.00039999998989515007,"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":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-lock-in","display_name":"customer lock-in","score":0.9670000076293945},{"id":"https://openalex.org/keywords/customer-well-being","display_name":"customer well-being","score":0.8550000190734863},{"id":"https://openalex.org/keywords/coping-strategies","display_name":"coping strategies","score":0.9739999771118164},{"id":"https://openalex.org/keywords/service-encounters","display_name":"service encounters","score":0.5519999861717224},{"id":"https://openalex.org/keywords/frontline-workers","display_name":"frontline workers","score":0.656000018119812}],"concepts":[{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.5574432611465454},{"id":"https://openalex.org/C156325361","wikidata":"https://www.wikidata.org/wiki/Q1152864","display_name":"Grounded theory","level":3,"score":0.5463393926620483},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.5448699593544006},{"id":"https://openalex.org/C73282008","wikidata":"https://www.wikidata.org/wiki/Q1759895","display_name":"Coping (psychology)","level":2,"score":0.5248615741729736},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5095853805541992},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.488443523645401},{"id":"https://openalex.org/C85973986","wikidata":"https://www.wikidata.org/wiki/Q1091731","display_name":"Exploratory research","level":2,"score":0.4869745671749115},{"id":"https://openalex.org/C2779707562","wikidata":"https://www.wikidata.org/wiki/Q1140525","display_name":"Critical Incident Technique","level":2,"score":0.47495102882385254},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.4359854757785797},{"id":"https://openalex.org/C179518139","wikidata":"https://www.wikidata.org/wiki/Q5140297","display_name":"Coding (social sciences)","level":2,"score":0.43121904134750366},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.41414642333984375},{"id":"https://openalex.org/C174839445","wikidata":"https://www.wikidata.org/wiki/Q1134386","display_name":"Lock (firearm)","level":2,"score":0.41030627489089966},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3342137336730957},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.25000619888305664},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.2025865614414215},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.15858343243598938},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.12900611758232117},{"id":"https://openalex.org/C118552586","wikidata":"https://www.wikidata.org/wiki/Q7867","display_name":"Psychiatry","level":1,"score":0.0},{"id":"https://openalex.org/C19165224","wikidata":"https://www.wikidata.org/wiki/Q23404","display_name":"Anthropology","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/josm-01-2019-0013","doi":"https://doi.org/10.1108/josm-01-2019-0013","is_oa":false,"landing_page_url":"https://doi.org/10.1108/josm-01-2019-0013","pdf_url":null,"source":{"id":"https://openalex.org/S107183665","display_name":"Journal of service management","issn_l":"1757-5818","issn":["1757-5818","1757-5826"],"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-2","norway-1","poland-140","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 Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Good health and well-being","score":0.46810001134872437,"id":"https://metadata.un.org/sdg/3"}],"sustainable_development_goals_aurora":[{"display_name":"Peace, justice, and strong institutions","score":0.4099999964237213,"id":"https://metadata.un.org/sdg/16"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":119,"referenced_works":["https://openalex.org/W114379268","https://openalex.org/W1485979117","https://openalex.org/W1514925923","https://openalex.org/W1524994608","https://openalex.org/W1570631927","https://openalex.org/W1932564131","https://openalex.org/W1965364054","https://openalex.org/W1966405853","https://openalex.org/W1968577530","https://openalex.org/W1975280925","https://openalex.org/W1977115487","https://openalex.org/W1977606316","https://openalex.org/W1978466266","https://openalex.org/W1980483962","https://openalex.org/W1981425990","https://openalex.org/W1983690147","https://openalex.org/W1984696843","https://openalex.org/W1993326409","https://openalex.org/W2001623341","https://openalex.org/W2002027130","https://openalex.org/W2006397401","https://openalex.org/W2008073538","https://openalex.org/W2013161201","https://openalex.org/W2013419753","https://openalex.org/W2014818400","https://openalex.org/W2017207314","https://openalex.org/W2017252921","https://openalex.org/W2020228341","https://openalex.org/W2020538541","https://openalex.org/W2020584686","https://openalex.org/W2024140722","https://openalex.org/W2026003563","https://openalex.org/W2031146438","https://openalex.org/W2033703984","https://openalex.org/W2036678259","https://openalex.org/W2036732195","https://openalex.org/W2038125955","https://openalex.org/W2042124062","https://openalex.org/W2045713114","https://openalex.org/W2050318754","https://openalex.org/W2052698473","https://openalex.org/W2053050475","https://openalex.org/W2059927525","https://openalex.org/W2061504941","https://openalex.org/W2062193161","https://openalex.org/W2066240089","https://openalex.org/W2070141529","https://openalex.org/W2072117561","https://openalex.org/W2072527224","https://openalex.org/W2077640793","https://openalex.org/W2078219616","https://openalex.org/W2081053894","https://openalex.org/W2081155210","https://openalex.org/W2081696973","https://openalex.org/W2082598676","https://openalex.org/W2086121586","https://openalex.org/W2089583696","https://openalex.org/W2089712218","https://openalex.org/W2091741834","https://openalex.org/W2097829847","https://openalex.org/W2098335992","https://openalex.org/W2098408912","https://openalex.org/W2099770459","https://openalex.org/W2102751073","https://openalex.org/W2106997448","https://openalex.org/W2107354492","https://openalex.org/W2107461833","https://openalex.org/W2108414166","https://openalex.org/W2110735430","https://openalex.org/W2111208684","https://openalex.org/W2118641154","https://openalex.org/W2118871117","https://openalex.org/W2119925109","https://openalex.org/W2122517769","https://openalex.org/W2125706233","https://openalex.org/W2126699236","https://openalex.org/W2127090861","https://openalex.org/W2127228059","https://openalex.org/W2128847913","https://openalex.org/W2129492808","https://openalex.org/W2130168387","https://openalex.org/W2131628941","https://openalex.org/W2135312898","https://openalex.org/W2146542842","https://openalex.org/W2159550836","https://openalex.org/W2163636927","https://openalex.org/W2164309533","https://openalex.org/W2164715962","https://openalex.org/W2165155944","https://openalex.org/W2165893637","https://openalex.org/W2171873230","https://openalex.org/W2172146051","https://openalex.org/W2206069868","https://openalex.org/W2313304565","https://openalex.org/W2322324549","https://openalex.org/W2325814130","https://openalex.org/W2399064331","https://openalex.org/W2510635831","https://openalex.org/W2588752472","https://openalex.org/W2609687897","https://openalex.org/W2623080879","https://openalex.org/W2724119576","https://openalex.org/W2745522913","https://openalex.org/W2754799758","https://openalex.org/W2767547010","https://openalex.org/W2792847665","https://openalex.org/W2899494164","https://openalex.org/W2912624509","https://openalex.org/W2958352199","https://openalex.org/W3025702560","https://openalex.org/W3123290002","https://openalex.org/W3123898547","https://openalex.org/W3124694287","https://openalex.org/W3126140319","https://openalex.org/W3138446150","https://openalex.org/W4253823475","https://openalex.org/W4407710508","https://openalex.org/W6637095626","https://openalex.org/W6990084068"],"related_works":["https://openalex.org/W6887963928","https://openalex.org/W3155032624","https://openalex.org/W2072527224","https://openalex.org/W2602237514","https://openalex.org/W3193327210","https://openalex.org/W2902495724","https://openalex.org/W4381187028","https://openalex.org/W2206069868","https://openalex.org/W607009993","https://openalex.org/W1770367964"],"abstract_inverted_index":{"Purpose":[0],"The":[1],"purpose":[2],"of":[3,90,103,156,191,266],"this":[4,28],"paper":[5],"is":[6,171,253],"to":[7,25,37,108,137,162,177,201,230,262],"explore":[8],"the":[9,38,119,135,227,241],"reasons":[10],"why":[11,267],"customers":[12,69,107,239,268],"often":[13],"cannot":[14],"or":[15,139,141],"do":[16],"not":[17],"exit":[18],"a":[19,88,96,110,172,250,254,263],"negative":[20,42,111,157,270],"service":[21,43,68,192,206,219,251],"encounter":[22,252],"(lock-in)":[23],"and":[24,32,46,48,55,123,148,185,272,281],"discuss":[26],"how":[27,41,49,218,273],"affects":[29],"their":[30,146,279],"well-being":[31,54,147,184],"coping":[33,149,186,242],"responses.":[34,57],"This":[35,170,213,259],"contributes":[36,261],"research":[39,195,214,260],"on":[40,118,198],"encounters":[44,51,207],"emerge":[45],"evolve":[47],"such":[50,274],"impact":[52],"customer":[53,181],"subsequent":[56],"Design/methodology/approach":[58],"An":[59],"inductive,":[60],"exploratory":[61],"approach":[62],"was":[63,85],"used.":[64],"Interviews":[65],"with":[66,87,240],"20":[67],"yielded":[70],"over":[71,164],"90":[72],"detailed":[73],"lock-in":[74,122,161,203,223,248],"experiences":[75,280],"across":[76,188],"25":[77],"different":[78,152,189],"services.":[79],"A":[80],"multi-step,":[81],"iterative":[82],"coding":[83,91],"process":[84],"used":[86],"mixture":[89],"techniques":[92],"that":[93,105,159,175],"stem":[94],"from":[95],"grounded":[97],"theory":[98],"approach.":[99],"Findings":[100],"Four":[101],"categories":[102],"factors":[104,179],"caused":[106,160],"endure":[109,269],"event":[112],"were":[113,166],"identified":[114],"(physical":[115],"lock-in,":[116,182],"dependency":[117],"service,":[120],"social":[121],"psychological":[124],"lock-in).":[125],"Customers":[126],"either":[127],"experienced":[128],"inner":[129],"turmoil":[130],"(if":[131],"they":[132],"perceived":[133],"having":[134],"option":[136],"stay":[138],"leave)":[140],"felt":[142],"captive;":[143],"both":[144],"impacted":[145],"strategies":[150,187],"in":[151,208,233,278],"ways.":[153],"Three":[154],"characteristics":[155],"events":[158,271],"persist":[163],"time":[165],"identified.":[167],"Research":[168],"limitations/implications":[169],"qualitative":[173],"study":[174],"aims":[176],"identify":[178],"behind":[180],"reduced":[183],"types":[190],"encounters.":[193],"Future":[194],"may":[196],"build":[197],"these":[199],"themes":[200],"investigate":[202],"during":[204,244,249],"specific":[205],"greater":[209],"depth.":[210],"Practical":[211],"implications":[212],"provides":[215],"insights":[216],"regarding":[217],"providers":[220],"can":[221,237],"anticipate":[222],"situations.":[224],"In":[225],"addition,":[226],"findings":[228],"point":[229],"several":[231],"ways":[232],"which":[234],"frontline":[235],"employees":[236],"assist":[238],"process,":[243],"lock-in.":[245],"Originality/value":[246],"Customer":[247],"common,":[255],"yet":[256],"unexplored":[257],"phenomenon.":[258],"better":[264],"understanding":[265],"perceptions":[275],"are":[276],"reflected":[277],"behaviors.":[282]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":8},{"year":2023,"cited_by_count":4},{"year":2022,"cited_by_count":6},{"year":2021,"cited_by_count":7},{"year":2020,"cited_by_count":2}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2020-01-30T00:00:00"}
