{"id":"https://openalex.org/W4213310241","doi":"https://doi.org/10.1108/imds-07-2021-0417","title":"High-contact services of the transient and high-uncertainty type: managing customer experience","display_name":"High-contact services of the transient and high-uncertainty type: managing customer experience","publication_year":2022,"publication_date":"2022-02-15","ids":{"openalex":"https://openalex.org/W4213310241","doi":"https://doi.org/10.1108/imds-07-2021-0417"},"language":"en","primary_location":{"id":"doi:10.1108/imds-07-2021-0417","is_oa":false,"landing_page_url":"https://doi.org/10.1108/imds-07-2021-0417","pdf_url":null,"source":{"id":"https://openalex.org/S37320504","display_name":"Industrial Management & Data Systems","issn_l":"0263-5577","issn":["0263-5577","1758-5783"],"is_oa":false,"is_in_doaj":false,"is_core":true,"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":"Industrial Management &amp; Data Systems","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://pure.ulster.ac.uk/en/publications/7dd507db-3bcc-437b-a042-0ecc35c38c7d","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5005732531","display_name":"Rachel W.Y. Yee","orcid":"https://orcid.org/0000-0001-9698-5681"},"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":"Rachel W.Y. Yee","raw_affiliation_strings":["Institute of Textiles and Clothing, The Hong Kong Polytechnic University, Kowloon, Hong Kong"],"raw_orcid":"https://orcid.org/0000-0001-9698-5681","affiliations":[{"raw_affiliation_string":"Institute of Textiles and Clothing, The Hong Kong Polytechnic University, Kowloon, Hong Kong","institution_ids":["https://openalex.org/I14243506"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5000823480","display_name":"Thomas Y. Choi","orcid":"https://orcid.org/0000-0002-7605-0675"},"institutions":[{"id":"https://openalex.org/I55732556","display_name":"Arizona State University","ror":"https://ror.org/03efmqc40","country_code":"US","type":"education","lineage":["https://openalex.org/I55732556"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Thomas Y. Choi","raw_affiliation_strings":["Department of Supply Chain Management, Arizona State University, Tempe, Arizona, USA"],"raw_orcid":"https://orcid.org/0000-0002-7605-0675","affiliations":[{"raw_affiliation_string":"Department of Supply Chain Management, Arizona State University, Tempe, Arizona, USA","institution_ids":["https://openalex.org/I55732556"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5075142864","display_name":"Andy C.L. Yeung","orcid":"https://orcid.org/0000-0003-0630-7372"},"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":"Andy C.L. Yeung","raw_affiliation_strings":["Department of Logistics and Maritime Studies, The Hong Kong Polytechnic University, Kowloon, Hong Kong"],"raw_orcid":"https://orcid.org/0000-0003-0630-7372","affiliations":[{"raw_affiliation_string":"Department of Logistics and Maritime Studies, The Hong Kong Polytechnic University, Kowloon, Hong Kong","institution_ids":["https://openalex.org/I14243506"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5032676950","display_name":"T.C.E. Cheng","orcid":"https://orcid.org/0000-0001-5127-6419"},"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":"T.C.E. Cheng","raw_affiliation_strings":["Department of Logistics and Maritime Studies, The Hong Kong Polytechnic University, Kowloon, Hong Kong"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Logistics and Maritime Studies, The Hong Kong Polytechnic University, Kowloon, Hong Kong","institution_ids":["https://openalex.org/I14243506"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.4286,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":{"value":0.66740224,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":95},"biblio":{"volume":"122","issue":"3","first_page":"752","last_page":"773"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998000264167786,"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":0.9998000264167786,"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":0.9976000189781189,"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":0.9876999855041504,"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/originality","display_name":"Originality","score":0.5816333293914795},{"id":"https://openalex.org/keywords/conceptualization","display_name":"Conceptualization","score":0.5580713152885437},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.48630914092063904},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.467960923910141},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.43964046239852905},{"id":"https://openalex.org/keywords/contingency-theory","display_name":"Contingency theory","score":0.4158448874950409},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4153156280517578},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.4133811593055725},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.4109839200973511},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.3774685263633728},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.37072938680648804},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.36041367053985596},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.34138500690460205},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.14647871255874634}],"concepts":[{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.5816333293914795},{"id":"https://openalex.org/C90734943","wikidata":"https://www.wikidata.org/wiki/Q17008777","display_name":"Conceptualization","level":2,"score":0.5580713152885437},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.48630914092063904},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.467960923910141},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.43964046239852905},{"id":"https://openalex.org/C60297154","wikidata":"https://www.wikidata.org/wiki/Q1434943","display_name":"Contingency theory","level":2,"score":0.4158448874950409},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4153156280517578},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.4133811593055725},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4109839200973511},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3774685263633728},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.37072938680648804},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.36041367053985596},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.34138500690460205},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.14647871255874634},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C11012388","wikidata":"https://www.wikidata.org/wiki/Q170658","display_name":"Creativity","level":2,"score":0.0},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","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}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.1108/imds-07-2021-0417","is_oa":false,"landing_page_url":"https://doi.org/10.1108/imds-07-2021-0417","pdf_url":null,"source":{"id":"https://openalex.org/S37320504","display_name":"Industrial Management & Data Systems","issn_l":"0263-5577","issn":["0263-5577","1758-5783"],"is_oa":false,"is_in_doaj":false,"is_core":true,"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":"Industrial Management &amp; Data Systems","raw_type":"journal-article"},{"id":"pmh:oai:ira.lib.polyu.edu.hk:10397/92251","is_oa":false,"landing_page_url":"http://hdl.handle.net/10397/92251","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,"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":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Journal/Magazine Article"},{"id":"pmh:oai:pure.atira.dk:openaire/7dd507db-3bcc-437b-a042-0ecc35c38c7d","is_oa":true,"landing_page_url":"https://pure.ulster.ac.uk/en/publications/7dd507db-3bcc-437b-a042-0ecc35c38c7d","pdf_url":null,"source":{"id":"https://openalex.org/S4306402454","display_name":"Ulster University Research Portal (Ulster University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I138801177","host_organization_name":"University of Ulster","host_organization_lineage":["https://openalex.org/I138801177"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Yee, R W Y, Choi, T, Yeung, A & Cheng, E 2022, 'High-contact Services of the Transient and High-uncertainty Type: Managing Customer Experience', Industrial Management and Data Systems, vol. 122, no. 3, pp. 752-773. https://doi.org/10.1108/IMDS-07-2021-0417","raw_type":"article"},{"id":"pmh:oai:pure.atira.dk:publications/7dd507db-3bcc-437b-a042-0ecc35c38c7d","is_oa":true,"landing_page_url":"http://www.scopus.com/inward/record.url?scp=85125065661&partnerID=8YFLogxK","pdf_url":null,"source":{"id":"https://openalex.org/S4306402454","display_name":"Ulster University Research Portal (Ulster University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I138801177","host_organization_name":"University of Ulster","host_organization_lineage":["https://openalex.org/I138801177"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Yee , R W Y , Choi , T , Yeung , A &amp; Cheng , E 2022 , ' High-contact Services of the Transient and High-uncertainty Type: Managing Customer Experience ' , Industrial Management and Data Systems , vol. 122 , no. 3 , pp. 752-773 . https://doi.org/10.1108/IMDS-07-2021-0417","raw_type":"article"}],"best_oa_location":{"id":"pmh:oai:pure.atira.dk:openaire/7dd507db-3bcc-437b-a042-0ecc35c38c7d","is_oa":true,"landing_page_url":"https://pure.ulster.ac.uk/en/publications/7dd507db-3bcc-437b-a042-0ecc35c38c7d","pdf_url":null,"source":{"id":"https://openalex.org/S4306402454","display_name":"Ulster University Research Portal (Ulster University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I138801177","host_organization_name":"University of Ulster","host_organization_lineage":["https://openalex.org/I138801177"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Yee, R W Y, Choi, T, Yeung, A & Cheng, E 2022, 'High-contact Services of the Transient and High-uncertainty Type: Managing Customer Experience', Industrial Management and Data Systems, vol. 122, no. 3, pp. 752-773. https://doi.org/10.1108/IMDS-07-2021-0417","raw_type":"article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":79,"referenced_works":["https://openalex.org/W1276172464","https://openalex.org/W1512965346","https://openalex.org/W1567853885","https://openalex.org/W1971711030","https://openalex.org/W1972447557","https://openalex.org/W1978104695","https://openalex.org/W1987634243","https://openalex.org/W1990051383","https://openalex.org/W1996339572","https://openalex.org/W2001386495","https://openalex.org/W2013502477","https://openalex.org/W2014259308","https://openalex.org/W2014527709","https://openalex.org/W2015847414","https://openalex.org/W2022950201","https://openalex.org/W2028654780","https://openalex.org/W2028992555","https://openalex.org/W2031830754","https://openalex.org/W2035303902","https://openalex.org/W2035546400","https://openalex.org/W2040278068","https://openalex.org/W2047655553","https://openalex.org/W2075272160","https://openalex.org/W2079144688","https://openalex.org/W2082343356","https://openalex.org/W2086943355","https://openalex.org/W2092654392","https://openalex.org/W2093397834","https://openalex.org/W2096370644","https://openalex.org/W2097325919","https://openalex.org/W2098579733","https://openalex.org/W2099723202","https://openalex.org/W2101703359","https://openalex.org/W2102456622","https://openalex.org/W2105112566","https://openalex.org/W2106607599","https://openalex.org/W2106772961","https://openalex.org/W2112218185","https://openalex.org/W2116456350","https://openalex.org/W2119268845","https://openalex.org/W2119935557","https://openalex.org/W2129754420","https://openalex.org/W2144336601","https://openalex.org/W2153838988","https://openalex.org/W2162082099","https://openalex.org/W2166215655","https://openalex.org/W2188429209","https://openalex.org/W2204070227","https://openalex.org/W2344853056","https://openalex.org/W2359596115","https://openalex.org/W2405939335","https://openalex.org/W2411535302","https://openalex.org/W2414966778","https://openalex.org/W2417356642","https://openalex.org/W2479308485","https://openalex.org/W2560558410","https://openalex.org/W2565147981","https://openalex.org/W2614079052","https://openalex.org/W2767044301","https://openalex.org/W2768542655","https://openalex.org/W2787607764","https://openalex.org/W2890589370","https://openalex.org/W2899490580","https://openalex.org/W2901514310","https://openalex.org/W2924489232","https://openalex.org/W2931838652","https://openalex.org/W2937948062","https://openalex.org/W2944775872","https://openalex.org/W2990168761","https://openalex.org/W2998861309","https://openalex.org/W3008209006","https://openalex.org/W3088492162","https://openalex.org/W3201476799","https://openalex.org/W4235678817","https://openalex.org/W4239439007","https://openalex.org/W4244236946","https://openalex.org/W4244645563","https://openalex.org/W4252007752","https://openalex.org/W4376849371"],"related_works":["https://openalex.org/W2133079869","https://openalex.org/W2301887030","https://openalex.org/W2808736867","https://openalex.org/W4243713506","https://openalex.org/W4220762673","https://openalex.org/W2269539645","https://openalex.org/W2549510740","https://openalex.org/W2230507463","https://openalex.org/W2086070283","https://openalex.org/W1188031628"],"abstract_inverted_index":{"Purpose":[0],"Many":[1],"small-to-medium":[2],"sized":[3],"service":[4,16,44,59,67,81,138,258,278],"shops":[5,42,139],"(e.g.":[6],"jewelry":[7],"shops,":[8],"fine-dining":[9],"restaurants":[10],"etc.)":[11],"operate":[12,244],"in":[13,22,66,140,256,277],"a":[14,77,124,180,257,269],"unique":[15],"environment.":[17],"They":[18],"often":[19],"face":[20],"customers":[21,47,132],"transit":[23],"(i.e.":[24,34],"transient":[25,73,236,263],"delivery)":[26],"and":[27,61,72,92,94,106,116,131,165,237,262,282],"with":[28,69,216,260],"minimal":[29],"information":[30],"of":[31,63,80,161,183,234,271],"their":[32],"preferences":[33],"high":[35],"uncertainty).":[36],"This":[37,121],"study":[38,122],"investigates":[39],"how":[40,212],"such":[41],"create":[43],"experience":[45,82,252],"to":[46,58,102,133,149,156,207,219,246],"by":[48],"focusing":[49],"on":[50,76,98,224],"three":[51,171,241],"constructs,":[52],"namely,":[53],"customer":[54,99,225,249],"orientation,":[55],"management":[56],"commitment":[57],"quality":[60,62],"leader-member":[64],"exchange":[65],"systems":[68,78],"the":[70,84,104,107,111,114,151,162,170,184,191,194,202,209,235],"uncertain":[71],"nature.":[74],"Building":[75],"approach":[79,127,204],"design,":[83],"authors":[85,112,176,189,228],"examine":[86],"all":[87,240],"possible":[88],"effects":[89,91,164,168],"(main":[90],"two-way":[93,105,166],"three-way":[95,108,185],"interaction":[96,109,167,186],"effects)":[97],"experience.":[100,226,250],"Specifically,":[101],"frame":[103],"effects,":[110],"adopt":[113],"contingency":[115],"configuration":[117,195,203,210],"approaches,":[118],"respectively.":[119],"Design/methodology/approach":[120],"employs":[123],"multiple":[125],"respondent":[126],"involving":[128],"managers,":[129],"employees":[130],"collect":[134],"data":[135],"from":[136,193],"225":[137],"Hong":[141],"Kong.":[142],"Hierarchically":[143],"moderated":[144],"regression":[145],"analysis":[146],"is":[147,205,253],"employed":[148],"analyze":[150,190],"collected":[152],"data.":[153],"Findings":[154],"Contrary":[155],"our":[157],"initial":[158],"conceptualization,":[159],"most":[160],"direct":[163],"among":[169,274],"constructs":[172,242],"are":[173],"insignificant.":[174],"The":[175,188,198,227],"do,":[177],"however,":[178],"uncover":[179],"significant":[181],"effect":[182,223],"term.":[187],"results":[192],"perspective.":[196],"Originality/value":[197],"finding":[199],"suggests":[200],"that":[201,230],"necessary":[206],"determine":[208],"concerning":[211],"design":[213,272],"elements":[214],"align":[215],"one":[217],"another":[218],"generate":[220],"an":[221],"integrative":[222],"conclude":[229],"for":[231],"high-contact":[232],"services":[233],"high-uncertainty":[238,261],"type,":[239],"must":[243],"simultaneously":[245],"evoke":[247],"favorable":[248],"Customer":[251],"holistically":[254],"developed":[255],"system":[259],"nature,":[264],"requiring":[265],"simultaneous":[266],"alignment":[267],"across":[268],"range":[270],"choices":[273],"those":[275],"involved":[276],"delivery":[279],"(manager,":[280],"employee":[281],"customer).":[283]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":1}],"updated_date":"2026-05-21T06:26:12.895304","created_date":"2025-10-10T00:00:00"}
