{"id":"https://openalex.org/W2475096160","doi":"https://doi.org/10.1007/s12927-016-0002-y","title":"Negative word of mouth intentions during self-service technology failures: The mediating role of regret","display_name":"Negative word of mouth intentions during self-service technology failures: The mediating role of regret","publication_year":2016,"publication_date":"2016-06-01","ids":{"openalex":"https://openalex.org/W2475096160","doi":"https://doi.org/10.1007/s12927-016-0002-y","mag":"2475096160"},"language":"en","primary_location":{"id":"doi:10.1007/s12927-016-0002-y","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s12927-016-0002-y","pdf_url":null,"source":{"id":"https://openalex.org/S4210232470","display_name":"Journal of Service Science Research","issn_l":"2093-0720","issn":["2093-0720","2093-0739"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Service Science Research","raw_type":"journal-article"},"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/A5100615893","display_name":"Seo Young Kim","orcid":"https://orcid.org/0000-0003-2564-9757"},"institutions":[{"id":"https://openalex.org/I139264467","display_name":"Seoul National University","ror":"https://ror.org/04h9pn542","country_code":"KR","type":"education","lineage":["https://openalex.org/I139264467"]}],"countries":["KR"],"is_corresponding":true,"raw_author_name":"Seo Young Kim","raw_affiliation_strings":["College of Business Administration, Seoul National University, Seoul, Korea"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business Administration, Seoul National University, Seoul, Korea","institution_ids":["https://openalex.org/I139264467"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5100615893"],"corresponding_institution_ids":["https://openalex.org/I139264467"],"apc_list":null,"apc_paid":null,"fwci":1.8788,"has_fulltext":false,"cited_by_count":8,"citation_normalized_percentile":{"value":0.89910927,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":96},"biblio":{"volume":"8","issue":"1","first_page":"41","last_page":"55"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9995999932289124,"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"}},"topics":[{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9995999932289124,"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9966999888420105,"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/T10145","display_name":"Consumer Behavior in Brand Consumption and Identification","score":0.9944000244140625,"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/regret","display_name":"Regret","score":0.9231438636779785},{"id":"https://openalex.org/keywords/mediation","display_name":"Mediation","score":0.735997200012207},{"id":"https://openalex.org/keywords/word-of-mouth","display_name":"Word of mouth","score":0.6756110191345215},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.6520283222198486},{"id":"https://openalex.org/keywords/negative-emotion","display_name":"Negative emotion","score":0.5973321795463562},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5539014339447021},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.5507708787918091},{"id":"https://openalex.org/keywords/blame","display_name":"Blame","score":0.5440331101417542},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.25836676359176636},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.22407054901123047},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.14101755619049072},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.12268337607383728}],"concepts":[{"id":"https://openalex.org/C50817715","wikidata":"https://www.wikidata.org/wiki/Q79895177","display_name":"Regret","level":2,"score":0.9231438636779785},{"id":"https://openalex.org/C179420905","wikidata":"https://www.wikidata.org/wiki/Q223871","display_name":"Mediation","level":2,"score":0.735997200012207},{"id":"https://openalex.org/C137913393","wikidata":"https://www.wikidata.org/wiki/Q15737157","display_name":"Word of mouth","level":2,"score":0.6756110191345215},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.6520283222198486},{"id":"https://openalex.org/C3020014160","wikidata":"https://www.wikidata.org/wiki/Q6987190","display_name":"Negative emotion","level":2,"score":0.5973321795463562},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5539014339447021},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.5507708787918091},{"id":"https://openalex.org/C2781466463","wikidata":"https://www.wikidata.org/wiki/Q621695","display_name":"Blame","level":2,"score":0.5440331101417542},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.25836676359176636},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.22407054901123047},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.14101755619049072},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.12268337607383728},{"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/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/s12927-016-0002-y","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s12927-016-0002-y","pdf_url":null,"source":{"id":"https://openalex.org/S4210232470","display_name":"Journal of Service Science Research","issn_l":"2093-0720","issn":["2093-0720","2093-0739"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Service Science Research","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":28,"referenced_works":["https://openalex.org/W1517701247","https://openalex.org/W1549054775","https://openalex.org/W1560880354","https://openalex.org/W1568392400","https://openalex.org/W1932564131","https://openalex.org/W1968612550","https://openalex.org/W1971052900","https://openalex.org/W1984871604","https://openalex.org/W1991347750","https://openalex.org/W2029637601","https://openalex.org/W2035883433","https://openalex.org/W2037671336","https://openalex.org/W2055851468","https://openalex.org/W2065589549","https://openalex.org/W2072323909","https://openalex.org/W2073774300","https://openalex.org/W2078831478","https://openalex.org/W2080964048","https://openalex.org/W2099594827","https://openalex.org/W2146031753","https://openalex.org/W2150563888","https://openalex.org/W2155564152","https://openalex.org/W2170739705","https://openalex.org/W2187558791","https://openalex.org/W2891972068","https://openalex.org/W2895084344","https://openalex.org/W4252884738","https://openalex.org/W4300471567"],"related_works":["https://openalex.org/W2971351794","https://openalex.org/W4376155396","https://openalex.org/W1947085858","https://openalex.org/W2174986909","https://openalex.org/W2527791220","https://openalex.org/W2101991911","https://openalex.org/W2366447499","https://openalex.org/W338543043","https://openalex.org/W4213204441","https://openalex.org/W2171084114"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":2},{"year":2021,"cited_by_count":2},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1}],"updated_date":"2026-08-15T07:11:24.734988","created_date":"2025-10-10T00:00:00"}
