{"id":"https://openalex.org/W3209968419","doi":"https://doi.org/10.1016/j.emj.2021.10.010","title":"Customer integration, fairness perceptions, and silent endurance in digital versus human service interactions","display_name":"Customer integration, fairness perceptions, and silent endurance in digital versus human service interactions","publication_year":2021,"publication_date":"2021-10-31","ids":{"openalex":"https://openalex.org/W3209968419","doi":"https://doi.org/10.1016/j.emj.2021.10.010","mag":"3209968419"},"language":"en","primary_location":{"id":"doi:10.1016/j.emj.2021.10.010","doi":"https://doi.org/10.1016/j.emj.2021.10.010","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.emj.2021.10.010","pdf_url":null,"source":{"id":"https://openalex.org/S105567970","display_name":"European Management Journal","issn_l":"0263-2373","issn":["0263-2373","1873-5681"],"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/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":"European Management Journal","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/A5065637846","display_name":"Mario Schaarschmidt","orcid":"https://orcid.org/0000-0003-3594-0687","observed_orcids":["https://orcid.org/0000-0003-3594-0687"]},"institutions":[{"id":"https://openalex.org/I206945453","display_name":"Paderborn University","ror":"https://ror.org/058kzsd48","country_code":"DE","type":"education","lineage":["https://openalex.org/I206945453"]}],"countries":["DE"],"is_corresponding":true,"raw_author_name":"Mario Schaarschmidt","raw_affiliation_strings":["Paderborn University, Services and Technology Marketing, Warburger Stra\u00dfe 100, 33098, Paderborn, Germany"],"raw_orcid":"https://orcid.org/0000-0003-3594-0687","affiliations":[{"raw_affiliation_string":"Paderborn University, Services and Technology Marketing, Warburger Stra\u00dfe 100, 33098, Paderborn, Germany","institution_ids":["https://openalex.org/I206945453"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5047804140","display_name":"Gianfranco Walsh","orcid":"https://orcid.org/0000-0002-7010-3633","observed_orcids":["https://orcid.org/0000-0002-7010-3633","https://orcid.org/0009-0000-3445-8528"]},"institutions":[{"id":"https://openalex.org/I114112103","display_name":"Leibniz University Hannover","ror":"https://ror.org/0304hq317","country_code":"DE","type":"education","lineage":["https://openalex.org/I114112103"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Gianfranco Walsh","raw_affiliation_strings":["Leibniz University Hannover, Institute for Marketing and Management, K\u00f6nigsworther Platz 1, 30167 Hannove, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Leibniz University Hannover, Institute for Marketing and Management, K\u00f6nigsworther Platz 1, 30167 Hannove, Germany","institution_ids":["https://openalex.org/I114112103"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5068129730","display_name":"David B. Dose","orcid":"https://orcid.org/0000-0001-9791-8907","observed_orcids":["https://orcid.org/0000-0001-9791-8907"]},"institutions":[{"id":"https://openalex.org/I23923803","display_name":"University of Exeter","ror":"https://ror.org/03yghzc09","country_code":"GB","type":"education","lineage":["https://openalex.org/I23923803"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"David B. Dose","raw_affiliation_strings":["University of Exeter Business School, Department of Management, Rennes Dr, Exeter, EX4 4PU, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Exeter Business School, Department of Management, Rennes Dr, Exeter, EX4 4PU, UK","institution_ids":["https://openalex.org/I23923803"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5047328613","display_name":"Sonja Christ\u2010Brendem\u00fchl","orcid":"https://orcid.org/0000-0002-8107-1761","observed_orcids":["https://orcid.org/0000-0002-8107-1761"]},"institutions":[{"id":"https://openalex.org/I2802076133","display_name":"University of Koblenz and Landau","ror":"https://ror.org/01j9f6752","country_code":"DE","type":"education","lineage":["https://openalex.org/I2802076133"]},{"id":"https://openalex.org/I4387153937","display_name":"Universit\u00e4t Koblenz","ror":"https://ror.org/0433e6t24","country_code":"DE","type":"education","lineage":["https://openalex.org/I4387153937"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Sonja Christ-Brendem\u00fchl","raw_affiliation_strings":["University of Koblenz-Landau, Institute for Management, Universit\u00e4tsstrasse 1, 56070, Koblenz, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Koblenz-Landau, Institute for Management, Universit\u00e4tsstrasse 1, 56070, Koblenz, Germany","institution_ids":["https://openalex.org/I2802076133","https://openalex.org/I4387153937"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":5,"corresponding_author_ids":["https://openalex.org/A5065637846"],"corresponding_institution_ids":["https://openalex.org/I206945453"],"apc_list":{"value":1540,"currency":"USD","value_usd":1540},"apc_paid":null,"fwci":1.4674,"has_fulltext":false,"cited_by_count":17,"citation_normalized_percentile":{"value":0.85274936,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":87,"max":98},"biblio":{"volume":"41","issue":"1","first_page":"34","last_page":"46"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9639000296592712,"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":0.9639000296592712,"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/T11114","display_name":"Service and Product Innovation","score":0.020899999886751175,"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":0.008299999870359898,"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-integration","display_name":"customer integration","score":0.9990000128746033},{"id":"https://openalex.org/keywords/distributive-fairness","display_name":"distributive fairness","score":0.8489999771118164},{"id":"https://openalex.org/keywords/perceived-fairness","display_name":"perceived fairness","score":0.7319999933242798},{"id":"https://openalex.org/keywords/fairness-heuristic-theory","display_name":"fairness heuristic theory","score":0.9380000233650208},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.35600000619888306}],"concepts":[{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.7119793891906738},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6717475652694702},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5566893219947815},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.5552242398262024},{"id":"https://openalex.org/C181907467","wikidata":"https://www.wikidata.org/wiki/Q17027869","display_name":"Human services","level":2,"score":0.5031289458274841},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4955397844314575},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3052701950073242},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.1666984260082245},{"id":"https://openalex.org/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.08693650364875793},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1016/j.emj.2021.10.010","doi":"https://doi.org/10.1016/j.emj.2021.10.010","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.emj.2021.10.010","pdf_url":null,"source":{"id":"https://openalex.org/S105567970","display_name":"European Management Journal","issn_l":"0263-2373","issn":["0263-2373","1873-5681"],"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/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":"European Management Journal","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:eee:eurman:v:41:y:2023:i:1:p:34-46","doi":null,"is_oa":false,"landing_page_url":"http://www.sciencedirect.com/science/article/pii/S0263237321001535","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":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":81,"referenced_works":["https://openalex.org/W1531890706","https://openalex.org/W1576276971","https://openalex.org/W1642981874","https://openalex.org/W1849190772","https://openalex.org/W1973519717","https://openalex.org/W1973817125","https://openalex.org/W1975231649","https://openalex.org/W1976978207","https://openalex.org/W1981167345","https://openalex.org/W1985268036","https://openalex.org/W1987261360","https://openalex.org/W1990363367","https://openalex.org/W1992200950","https://openalex.org/W1996070740","https://openalex.org/W2006668375","https://openalex.org/W2007066387","https://openalex.org/W2009070716","https://openalex.org/W2022531200","https://openalex.org/W2038702827","https://openalex.org/W2045713114","https://openalex.org/W2046273528","https://openalex.org/W2049777193","https://openalex.org/W2064444630","https://openalex.org/W2070486738","https://openalex.org/W2073700017","https://openalex.org/W2076361923","https://openalex.org/W2081313293","https://openalex.org/W2087388936","https://openalex.org/W2089360619","https://openalex.org/W2092436123","https://openalex.org/W2093464038","https://openalex.org/W2106096361","https://openalex.org/W2106238254","https://openalex.org/W2123685436","https://openalex.org/W2126622066","https://openalex.org/W2130598879","https://openalex.org/W2142490263","https://openalex.org/W2150134970","https://openalex.org/W2150374637","https://openalex.org/W2156628236","https://openalex.org/W2156858831","https://openalex.org/W2163636927","https://openalex.org/W2166649938","https://openalex.org/W2169186090","https://openalex.org/W2170500788","https://openalex.org/W2192556578","https://openalex.org/W2206069868","https://openalex.org/W2296944348","https://openalex.org/W2313319791","https://openalex.org/W2339151880","https://openalex.org/W2463403973","https://openalex.org/W2488863528","https://openalex.org/W2498677278","https://openalex.org/W2560026790","https://openalex.org/W2603900985","https://openalex.org/W2604594381","https://openalex.org/W2616509004","https://openalex.org/W2617164812","https://openalex.org/W2754195331","https://openalex.org/W2797669880","https://openalex.org/W2884681640","https://openalex.org/W2892029246","https://openalex.org/W2915716177","https://openalex.org/W2941128398","https://openalex.org/W2941413648","https://openalex.org/W2951708184","https://openalex.org/W2970238658","https://openalex.org/W2991357025","https://openalex.org/W3005281253","https://openalex.org/W3009011232","https://openalex.org/W3013805585","https://openalex.org/W3015571773","https://openalex.org/W3018910327","https://openalex.org/W3027672271","https://openalex.org/W3048644511","https://openalex.org/W3088759326","https://openalex.org/W3123855605","https://openalex.org/W3155032624","https://openalex.org/W3179064949","https://openalex.org/W3193327210","https://openalex.org/W4243667233"],"related_works":["https://openalex.org/W2997959181","https://openalex.org/W2042221801","https://openalex.org/W2782780954","https://openalex.org/W429829340","https://openalex.org/W4408102772","https://openalex.org/W2023809573","https://openalex.org/W2156154133","https://openalex.org/W2505312283","https://openalex.org/W1528134778","https://openalex.org/W2127679154"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":5},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2021-11-08T00:00:00"}