{"id":"https://openalex.org/W3164899992","doi":"https://doi.org/10.1080/21515581.2021.1927063","title":"Customer trust and perceived service quality in the healthcare sector: Customer aggressive behaviour as a mediator","display_name":"Customer trust and perceived service quality in the healthcare sector: Customer aggressive behaviour as a mediator","publication_year":2020,"publication_date":"2020-07-02","ids":{"openalex":"https://openalex.org/W3164899992","doi":"https://doi.org/10.1080/21515581.2021.1927063","mag":"3164899992"},"language":"en","primary_location":{"id":"doi:10.1080/21515581.2021.1927063","doi":"https://doi.org/10.1080/21515581.2021.1927063","is_oa":false,"landing_page_url":"https://doi.org/10.1080/21515581.2021.1927063","pdf_url":null,"source":{"id":"https://openalex.org/S4210224819","display_name":"Journal of Trust Research","issn_l":"2151-5581","issn":["2151-5581","2151-559X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","cwts-core","dongbi-c","jufo-1","norway-1","poland-40","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Trust Research","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"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/A5089858260","display_name":"Amit Gur","orcid":"https://orcid.org/0000-0002-3991-442X","observed_orcids":["https://orcid.org/0000-0002-3991-442X"]},"institutions":[{"id":"https://openalex.org/I116660002","display_name":"The Max Stern Yezreel Valley College","ror":"https://ror.org/05qz2dz14","country_code":"IL","type":"education","lineage":["https://openalex.org/I116660002"]}],"countries":["IL"],"is_corresponding":true,"raw_author_name":"Amit Gur","raw_affiliation_strings":["The Max Stern Yezreel Valley College, Health Care Systems Management, The Max Stern Academic College of Yezreel Valley"],"raw_orcid":"https://orcid.org/0000-0002-3991-442X","affiliations":[{"raw_affiliation_string":"The Max Stern Yezreel Valley College, Health Care Systems Management, The Max Stern Academic College of Yezreel Valley","institution_ids":["https://openalex.org/I116660002"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5089858260"],"corresponding_institution_ids":["https://openalex.org/I116660002"],"apc_list":null,"apc_paid":null,"fwci":1.7477,"has_fulltext":false,"cited_by_count":15,"citation_normalized_percentile":{"value":0.88197493,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":87,"max":99},"biblio":{"volume":"10","issue":"2","first_page":"113","last_page":"133"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.88919997215271,"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"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.88919997215271,"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/T11647","display_name":"Workplace Violence and Bullying","score":0.06159999966621399,"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/T11722","display_name":"Patient Satisfaction in Healthcare","score":0.026499999687075615,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/consumer-trust","display_name":"consumer trust","score":0.949999988079071},{"id":"https://openalex.org/keywords/perceived-service-quality","display_name":"perceived service quality","score":0.9100000262260437},{"id":"https://openalex.org/keywords/healthcare-workers","display_name":"healthcare workers","score":0.6620000004768372},{"id":"https://openalex.org/keywords/primary-health-care-center","display_name":"primary health centers","score":0.8999999761581421},{"id":"https://openalex.org/keywords/social-exchange-theory","display_name":"social exchange theory","score":0.8840000033378601},{"id":"https://openalex.org/keywords/trust-in-healthcare","display_name":"trust in healthcare","score":0.47099998593330383},{"id":"https://openalex.org/keywords/mediation","display_name":"mediation","score":0.5040000081062317},{"id":"https://openalex.org/keywords/physician-patient-relationship","display_name":"physician-patient relationship","score":0.460999995470047},{"id":"https://openalex.org/keywords/healthcare-service-quality","display_name":"healthcare service quality","score":0.4440000057220459}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6837260127067566},{"id":"https://openalex.org/C179420905","wikidata":"https://www.wikidata.org/wiki/Q223871","display_name":"Mediation","level":2,"score":0.6570513844490051},{"id":"https://openalex.org/C160735492","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Health care","level":2,"score":0.6447663307189941},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6271467208862305},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.557394802570343},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.525327205657959},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5161667466163635},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5046514272689819},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.47856834530830383},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.40755122900009155},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.3375011682510376},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.08583098649978638},{"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/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","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/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","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/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","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}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1080/21515581.2021.1927063","doi":"https://doi.org/10.1080/21515581.2021.1927063","is_oa":false,"landing_page_url":"https://doi.org/10.1080/21515581.2021.1927063","pdf_url":null,"source":{"id":"https://openalex.org/S4210224819","display_name":"Journal of Trust Research","issn_l":"2151-5581","issn":["2151-5581","2151-559X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","cwts-core","dongbi-c","jufo-1","norway-1","poland-40","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Trust Research","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:taf:jtrust:v:10:y:2020:i:2:p:113-133","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10.1080/21515581.2021.1927063","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"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.8048999905586243,"id":"https://metadata.un.org/sdg/3","display_name":"Good health and well-being"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":97,"referenced_works":["https://openalex.org/W16182129","https://openalex.org/W1513162520","https://openalex.org/W1530374372","https://openalex.org/W1583556074","https://openalex.org/W1601325863","https://openalex.org/W1797901205","https://openalex.org/W1813376734","https://openalex.org/W1906685121","https://openalex.org/W1966422539","https://openalex.org/W1970609467","https://openalex.org/W1971425828","https://openalex.org/W1973107123","https://openalex.org/W1973687016","https://openalex.org/W1975458775","https://openalex.org/W1976876708","https://openalex.org/W1977714815","https://openalex.org/W1983772266","https://openalex.org/W1990488392","https://openalex.org/W1991440931","https://openalex.org/W1995810718","https://openalex.org/W1996051380","https://openalex.org/W1996214696","https://openalex.org/W1998480573","https://openalex.org/W2003371020","https://openalex.org/W2008073538","https://openalex.org/W2009184436","https://openalex.org/W2012634482","https://openalex.org/W2016312755","https://openalex.org/W2016756066","https://openalex.org/W2018018956","https://openalex.org/W2018133505","https://openalex.org/W2023580352","https://openalex.org/W2023828540","https://openalex.org/W2030670623","https://openalex.org/W2036218307","https://openalex.org/W2036389121","https://openalex.org/W2041236589","https://openalex.org/W2041419490","https://openalex.org/W2056399247","https://openalex.org/W2059813540","https://openalex.org/W2061265690","https://openalex.org/W2062343734","https://openalex.org/W2065092922","https://openalex.org/W2067841098","https://openalex.org/W2075097597","https://openalex.org/W2079072704","https://openalex.org/W2083369643","https://openalex.org/W2083579134","https://openalex.org/W2086059573","https://openalex.org/W2095069883","https://openalex.org/W2098874182","https://openalex.org/W2102776731","https://openalex.org/W2103415970","https://openalex.org/W2103416937","https://openalex.org/W2103931380","https://openalex.org/W2104294354","https://openalex.org/W2106092025","https://openalex.org/W2106096361","https://openalex.org/W2111652250","https://openalex.org/W2113800396","https://openalex.org/W2117087865","https://openalex.org/W2117463585","https://openalex.org/W2119721898","https://openalex.org/W2122422938","https://openalex.org/W2122770197","https://openalex.org/W2123288676","https://openalex.org/W2127679469","https://openalex.org/W2128496429","https://openalex.org/W2137627030","https://openalex.org/W2139349750","https://openalex.org/W2140294498","https://openalex.org/W2153015675","https://openalex.org/W2156580739","https://openalex.org/W2158839920","https://openalex.org/W2159318017","https://openalex.org/W2164385948","https://openalex.org/W2166601481","https://openalex.org/W2171695454","https://openalex.org/W2319940734","https://openalex.org/W2344137840","https://openalex.org/W2539300584","https://openalex.org/W2561441686","https://openalex.org/W2604437996","https://openalex.org/W2608096526","https://openalex.org/W2612636064","https://openalex.org/W2620497560","https://openalex.org/W2625889787","https://openalex.org/W2742128302","https://openalex.org/W2791417085","https://openalex.org/W2802370836","https://openalex.org/W2886957833","https://openalex.org/W2887747688","https://openalex.org/W3027506207","https://openalex.org/W3086910524","https://openalex.org/W4200201615","https://openalex.org/W4300286832","https://openalex.org/W4301168504"],"related_works":["https://openalex.org/W4385720497","https://openalex.org/W1966291255","https://openalex.org/W7096758642","https://openalex.org/W4409651868","https://openalex.org/W4211084071","https://openalex.org/W2472273321","https://openalex.org/W4409781306","https://openalex.org/W4214949222","https://openalex.org/W4390291638","https://openalex.org/W1973527065"],"abstract_inverted_index":{"Most":[0],"healthcare":[1,25,38,58,92,122,172,186],"providers":[2,59,93,123,187],"experience":[3],"some":[4],"form":[5],"of":[6,48,62,72,83,137,163,181],"aggressive":[7,17],"behaviour":[8,18],"by":[9,36,98,128],"patients":[10],"and":[11,24,64,95,105,177,185],"their":[12],"relatives":[13],"(i.e.":[14],"customers).":[15],"Customer":[16],"(CAB)":[19],"is":[20],"detrimental":[21],"to":[22,30,52,134,156,190],"customers":[23,184],"providers,":[26,129],"as":[27,29,126,149],"well":[28],"the":[31,37,42,46,49,68,73,84,99,108,161,164],"overall":[32],"service":[33,70,140,192],"quality":[34,71,193],"provided":[35,97],"organisation.":[39,100],"Drawing":[40],"on":[41],"Social":[43],"Exchange":[44],"Theory,":[45],"purpose":[47],"study":[50,146],"was":[51,147,154],"examine":[53],"whether":[54],"customers\u2019":[55],"trust":[56,120,182],"in":[57,65,117,121,131,144,188],"decreases":[60],"incidents":[61],"CAB":[63,125,143],"turn":[66,132],"improves":[67],"perceived":[69,139],"clinic.":[74],"Data":[75],"were":[76,103],"collected":[77],"from":[78],"45":[79],"primary":[80],"care":[81],"clinics":[82],"same":[85],"organisation,":[86],"including":[87],"three":[88],"sources:":[89],"Customers":[90],"(N=579);":[91],"(N=398);":[94],"data":[96,102],"The":[101,111],"aggregated":[104],"analysed":[106],"at":[107],"clinic":[109],"level.":[110],"results":[112],"confirmed":[113],"a":[114,150,179],"mediation":[115],"model":[116],"which":[118,130],"customer":[119],"reduced":[124],"experienced":[127],"led":[133],"higher":[135],"levels":[136],"clinics\u2019":[138],"quality.":[141],"As":[142],"this":[145],"examined":[148],"mediating":[151],"factor,":[152],"it":[153],"possible":[155],"investigate":[157],"its":[158],"role":[159],"within":[160],"context":[162],"organisational":[165],"dynamic.":[166],"Practically,":[167],"these":[168],"findings":[169],"suggest":[170],"that":[171],"organisations":[173],"should":[174],"proactively":[175],"create":[176],"nurture":[178],"culture":[180],"between":[183],"order":[189],"promote":[191],"through":[194],"reducing":[195],"CAB.":[196]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":3},{"year":2022,"cited_by_count":8},{"year":2021,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2021-06-07T00:00:00"}