{"id":"https://openalex.org/W3135056607","doi":"https://doi.org/10.3390/su13052783","title":"The Antecedents and Consequences of Rapport between Customers and Salespersons in the Tourism Industry","display_name":"The Antecedents and Consequences of Rapport between Customers and Salespersons in the Tourism Industry","publication_year":2021,"publication_date":"2021-03-04","ids":{"openalex":"https://openalex.org/W3135056607","doi":"https://doi.org/10.3390/su13052783","mag":"3135056607"},"language":"en","primary_location":{"id":"doi:10.3390/su13052783","doi":"https://doi.org/10.3390/su13052783","is_oa":true,"landing_page_url":"https://doi.org/10.3390/su13052783","pdf_url":"https://www.mdpi.com/2071-1050/13/5/2783/pdf?version=1615254789","source":{"id":"https://openalex.org/S10134376","display_name":"Sustainability","issn_l":"2071-1050","issn":["2071-1050"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","poland-100","russia-white-list-1","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":"Sustainability","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://www.mdpi.com/2071-1050/13/5/2783/pdf?version=1615254789","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5027733699","display_name":"Jinsoo Hwang","orcid":"https://orcid.org/0000-0001-6243-8524","observed_orcids":["https://orcid.org/0000-0001-6243-8524","https://orcid.org/0000-0003-1270-0453"]},"institutions":[{"id":"https://openalex.org/I28777354","display_name":"Sejong University","ror":"https://ror.org/00aft1q37","country_code":"KR","type":"education","lineage":["https://openalex.org/I28777354"]}],"countries":["KR"],"is_corresponding":false,"raw_author_name":"Jinsoo Hwang","raw_affiliation_strings":["The College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 143-747, Korea"],"raw_orcid":"https://orcid.org/0000-0001-6243-8524","affiliations":[{"raw_affiliation_string":"The College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 143-747, Korea","institution_ids":["https://openalex.org/I28777354"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5088451675","display_name":"Kwang\u2010Woo Lee","orcid":"https://orcid.org/0000-0001-6187-1457","observed_orcids":["https://orcid.org/0000-0001-6187-1457","https://orcid.org/0000-0002-8882-2492","https://orcid.org/0000-0003-0700-2298"]},"institutions":[{"id":"https://openalex.org/I9323808","display_name":"Daegu University","ror":"https://ror.org/01zqccq48","country_code":"KR","type":"education","lineage":["https://openalex.org/I9323808"]}],"countries":["KR"],"is_corresponding":true,"raw_author_name":"Kwang-Woo Lee","raw_affiliation_strings":["Department of Tourism Management, College of Economics and Business Administration, Daegu University, Daegu 712-714, Korea"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Tourism Management, College of Economics and Business Administration, Daegu University, Daegu 712-714, Korea","institution_ids":["https://openalex.org/I9323808"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5029343434","display_name":"Seongseop Kim","orcid":"https://orcid.org/0000-0002-9213-6540","observed_orcids":["https://orcid.org/0000-0002-9213-6540"]},"institutions":[{"id":"https://openalex.org/I14243506","display_name":"Hong Kong Polytechnic University","ror":"https://ror.org/0030zas98","country_code":"HK","type":"education","lineage":["https://openalex.org/I14243506"]}],"countries":["HK"],"is_corresponding":false,"raw_author_name":"Seongseop (Sam) Kim","raw_affiliation_strings":["School of Hotel and Tourism Management Hong Kong Polytechnic University, Hong Kong, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Hotel and Tourism Management Hong Kong Polytechnic University, Hong Kong, China","institution_ids":["https://openalex.org/I14243506"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5088451675"],"corresponding_institution_ids":["https://openalex.org/I9323808"],"apc_list":{"value":1900,"currency":"CHF","value_usd":2052},"apc_paid":{"value":1900,"currency":"CHF","value_usd":2052},"fwci":3.1523,"has_fulltext":true,"cited_by_count":16,"citation_normalized_percentile":{"value":0.91082336,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":93,"max":98},"biblio":{"volume":"13","issue":"5","first_page":"2783","last_page":"2783"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9897000193595886,"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":0.9897000193595886,"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/T11536","display_name":"Consumer Retail Behavior Studies","score":0.005200000014156103,"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/T12128","display_name":"AI in Service Interactions","score":0.0012000000569969416,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-dominant-logic","display_name":"service-dominant logic","score":0.8640000224113464},{"id":"https://openalex.org/keywords/duty-free-shops","display_name":"duty-free shops","score":0.8659999966621399},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.7509999871253967},{"id":"https://openalex.org/keywords/brand-preference","display_name":"brand preference","score":1.0},{"id":"https://openalex.org/keywords/word-of-mouth","display_name":"word of mouth","score":0.9049999713897705},{"id":"https://openalex.org/keywords/interpersonal-interaction","display_name":"interpersonal interaction","score":0.4440000057220459},{"id":"https://openalex.org/keywords/developmental-interactions","display_name":"developmental interactions","score":0.828000009059906},{"id":"https://openalex.org/keywords/relational-interaction","display_name":"relational interaction","score":0.7300000190734863}],"concepts":[{"id":"https://openalex.org/C137913393","wikidata":"https://www.wikidata.org/wiki/Q15737157","display_name":"Word of mouth","level":2,"score":0.6678624153137207},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.664070725440979},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6079116463661194},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5946958661079407},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5909006595611572},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.581608772277832},{"id":"https://openalex.org/C2779103253","wikidata":"https://www.wikidata.org/wiki/Q878070","display_name":"Duty","level":2,"score":0.572683572769165},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5172184705734253},{"id":"https://openalex.org/C40722632","wikidata":"https://www.wikidata.org/wiki/Q5160137","display_name":"Confirmatory factor analysis","level":3,"score":0.5132687091827393},{"id":"https://openalex.org/C2781249084","wikidata":"https://www.wikidata.org/wiki/Q908656","display_name":"Preference","level":2,"score":0.5031725764274597},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.48437532782554626},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.46409907937049866},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.44457584619522095},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.44114017486572266},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.33892297744750977},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.13534855842590332},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.08668044209480286},{"id":"https://openalex.org/C27206212","wikidata":"https://www.wikidata.org/wiki/Q34178","display_name":"Theology","level":1,"score":0.0},{"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/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","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/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"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/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.3390/su13052783","doi":"https://doi.org/10.3390/su13052783","is_oa":true,"landing_page_url":"https://doi.org/10.3390/su13052783","pdf_url":"https://www.mdpi.com/2071-1050/13/5/2783/pdf?version=1615254789","source":{"id":"https://openalex.org/S10134376","display_name":"Sustainability","issn_l":"2071-1050","issn":["2071-1050"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","poland-100","russia-white-list-1","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":"Sustainability","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:gam:jsusta:v:13:y:2021:i:5:p:2783-:d:510723","doi":null,"is_oa":false,"landing_page_url":"https://www.mdpi.com/2071-1050/13/5/2783/","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:doaj.org/article:1a656f7d4c694c97912389d8ca55458d","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/1a656f7d4c694c97912389d8ca55458d","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":"Sustainability, Vol 13, Iss 2783, p 2783 (2021)","raw_type":"article"},{"id":"pmh:oai:ira.lib.polyu.edu.hk:10397/91168","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10397/91168","pdf_url":null,"source":{"id":"https://openalex.org/S4306400205","display_name":"PolyU Institutional Research Archive (Hong Kong Polytechnic University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I14243506","host_organization_name":"Hong Kong Polytechnic University","host_organization_lineage":["https://openalex.org/I14243506"],"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/Magazine Article"}],"best_oa_location":{"id":"doi:10.3390/su13052783","doi":"https://doi.org/10.3390/su13052783","is_oa":true,"landing_page_url":"https://doi.org/10.3390/su13052783","pdf_url":"https://www.mdpi.com/2071-1050/13/5/2783/pdf?version=1615254789","source":{"id":"https://openalex.org/S10134376","display_name":"Sustainability","issn_l":"2071-1050","issn":["2071-1050"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","poland-100","russia-white-list-1","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":"Sustainability","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":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W3135056607.pdf","grobid_xml":"https://content.openalex.org/works/W3135056607.grobid-xml"},"referenced_works_count":102,"referenced_works":["https://openalex.org/W4523243","https://openalex.org/W111845666","https://openalex.org/W1491620527","https://openalex.org/W1492108257","https://openalex.org/W1500914608","https://openalex.org/W1503831981","https://openalex.org/W1510762207","https://openalex.org/W1550522855","https://openalex.org/W1556596299","https://openalex.org/W1566717585","https://openalex.org/W1578515221","https://openalex.org/W1605364071","https://openalex.org/W1965110318","https://openalex.org/W1968157477","https://openalex.org/W1969854667","https://openalex.org/W1972517369","https://openalex.org/W1978155736","https://openalex.org/W1978825503","https://openalex.org/W1985234314","https://openalex.org/W1985419904","https://openalex.org/W1988447536","https://openalex.org/W1988540086","https://openalex.org/W1990363367","https://openalex.org/W1991045324","https://openalex.org/W1991305482","https://openalex.org/W1995561053","https://openalex.org/W1997243097","https://openalex.org/W2003689071","https://openalex.org/W2009244932","https://openalex.org/W2023705787","https://openalex.org/W2024832643","https://openalex.org/W2028184439","https://openalex.org/W2028809046","https://openalex.org/W2029758834","https://openalex.org/W2032698586","https://openalex.org/W2043842361","https://openalex.org/W2044327917","https://openalex.org/W2051932288","https://openalex.org/W2060855982","https://openalex.org/W2062093135","https://openalex.org/W2064657204","https://openalex.org/W2073670934","https://openalex.org/W2076125233","https://openalex.org/W2079374500","https://openalex.org/W2080630161","https://openalex.org/W2081424092","https://openalex.org/W2084151917","https://openalex.org/W2085089829","https://openalex.org/W2093282014","https://openalex.org/W2093505263","https://openalex.org/W2093920788","https://openalex.org/W2096512731","https://openalex.org/W2099716295","https://openalex.org/W2102215629","https://openalex.org/W2109174512","https://openalex.org/W2110612952","https://openalex.org/W2112584744","https://openalex.org/W2112929174","https://openalex.org/W2115048287","https://openalex.org/W2124088225","https://openalex.org/W2124513302","https://openalex.org/W2126840412","https://openalex.org/W2127481569","https://openalex.org/W2127812904","https://openalex.org/W2129692524","https://openalex.org/W2134591614","https://openalex.org/W2135852081","https://openalex.org/W2136115867","https://openalex.org/W2137247419","https://openalex.org/W2137332062","https://openalex.org/W2140476057","https://openalex.org/W2144749179","https://openalex.org/W2146449293","https://openalex.org/W2147490991","https://openalex.org/W2148219776","https://openalex.org/W2148646703","https://openalex.org/W2149955099","https://openalex.org/W2160783530","https://openalex.org/W2165713436","https://openalex.org/W2283165657","https://openalex.org/W2299999933","https://openalex.org/W2322233365","https://openalex.org/W2329397635","https://openalex.org/W2333057539","https://openalex.org/W2335642945","https://openalex.org/W2409001342","https://openalex.org/W2492115824","https://openalex.org/W2530105377","https://openalex.org/W2598318668","https://openalex.org/W2755344692","https://openalex.org/W2756100770","https://openalex.org/W2883666776","https://openalex.org/W2988868748","https://openalex.org/W3016684561","https://openalex.org/W3026646911","https://openalex.org/W3034473391","https://openalex.org/W3035102690","https://openalex.org/W3126012494","https://openalex.org/W4230637740","https://openalex.org/W4243667233","https://openalex.org/W4285719527","https://openalex.org/W6735382050"],"related_works":["https://openalex.org/W2160783530","https://openalex.org/W2076125233","https://openalex.org/W2038232078","https://openalex.org/W7138196447","https://openalex.org/W2345986751","https://openalex.org/W3117955525","https://openalex.org/W3139444156","https://openalex.org/W2605239107","https://openalex.org/W3187610646","https://openalex.org/W2414462384"],"abstract_inverted_index":{"This":[0],"study":[1,21,88,154],"examined":[2],"the":[3,14,53,95,98,127,164,191],"antecedents":[4],"and":[5,11,34,58,101,140,172],"consequences":[6],"of":[7,16,25,55,97,116,129,152,160,177,193],"rapport":[8,47,132],"between":[9],"customers":[10],"salespersons":[12],"in":[13,52,62,80,126,144,186],"context":[15],"duty-free":[17,83,161],"shops.":[18],"Specifically,":[19],"this":[20,87,153,180,187],"proposed":[22],"six":[23],"sub-dimensions":[24,115],"service-dominant":[26,117],"orientation":[27],"(i.e.,":[28],"relational,":[29],"ethical,":[30],"individuated,":[31],"empowered,":[32],"concerted,":[33],"developmental":[35],"interactions).":[36],"These":[37],"dimensions":[38],"have":[39,76],"a":[40,78,81,134,194],"positive":[41,135],"influence":[42],"on":[43,137],"rapport.":[44,130],"In":[45,85],"addition,":[46,86],"is":[48],"hypothesized":[49],"to":[50,93,105,183],"aid":[51],"formation":[54,128],"customer":[56,138],"satisfaction":[57,139],"brand":[59,141],"preference,":[60,142],"which":[61,143],"turn":[63,145],"positively":[64,146],"affects":[65,147],"word-of-mouth":[66,148],"communications.":[67,149],"Data":[68,109],"were":[69],"collected":[70],"from":[71],"649":[72],"Chinese":[73],"shoppers":[74],"who":[75],"purchased":[77],"product":[79],"Korean":[82],"shop.":[84],"employed":[89],"confirmatory":[90],"factor":[91],"analysis":[92,110],"check":[94],"adequacy":[96],"measurement":[99],"items":[100],"structural":[102],"equation":[103],"modeling":[104],"test":[106],"11":[107],"hypotheses.":[108],"results":[111],"indicated":[112],"that":[113],"five":[114],"orientation,":[118],"excluding":[119],"individuated":[120],"interaction,":[121],"play":[122],"an":[123,174],"important":[124],"role":[125],"Furthermore,":[131,179],"has":[133],"effect":[136],"The":[150],"findings":[151],"offer":[155],"valuable":[156],"insights":[157],"for":[158,168],"managers":[159],"stores":[162],"into":[163],"most":[165],"effective":[166],"methods":[167],"managing":[169],"their":[170],"operations":[171],"providing":[173],"appropriate":[175],"blend":[176],"products.":[178],"paper":[181],"contributes":[182],"theoretical":[184],"understanding":[185],"area":[188],"by":[189],"improving":[190],"acceptability":[192],"commonly":[195],"believed":[196],"shopper":[197],"behavior":[198],"model.":[199]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":6},{"year":2022,"cited_by_count":2}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2021-03-15T00:00:00"}
