{"id":"https://openalex.org/W7128185901","doi":"https://doi.org/10.1108/jeim-03-2025-0163","title":"Unveiling customer service experience knowledge in metaverse platforms: an application of embodied social presence theory approach","display_name":"Unveiling customer service experience knowledge in metaverse platforms: an application of embodied social presence theory approach","publication_year":2025,"publication_date":"2025-08-12","ids":{"openalex":"https://openalex.org/W7128185901","doi":"https://doi.org/10.1108/jeim-03-2025-0163"},"language":"en","primary_location":{"id":"doi:10.1108/jeim-03-2025-0163","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jeim-03-2025-0163","pdf_url":null,"source":{"id":"https://openalex.org/S141478581","display_name":"Journal of Enterprise Information Management","issn_l":"1741-0398","issn":["1741-0398","1758-7409"],"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":"Journal of Enterprise Information Management","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/A5018462035","display_name":"Rekha Attri","orcid":"https://orcid.org/0000-0001-6759-5684"},"institutions":[{"id":"https://openalex.org/I26771391","display_name":"Jaipuria Institute of Management","ror":"https://ror.org/038dhfq97","country_code":"IN","type":"education","lineage":["https://openalex.org/I26771391"]}],"countries":["IN"],"is_corresponding":true,"raw_author_name":"Rekha Attri","raw_affiliation_strings":["Jaipuria Institute of Management \u2013 Indore Campus , ,"],"raw_orcid":"https://orcid.org/0000-0001-6759-5684","affiliations":[{"raw_affiliation_string":"Jaipuria Institute of Management \u2013 Indore Campus , ,","institution_ids":["https://openalex.org/I26771391"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5093384533","display_name":"Diana Korayim","orcid":null},"institutions":[{"id":"https://openalex.org/I134359838","display_name":"Alfaisal University","ror":"https://ror.org/00cdrtq48","country_code":"SA","type":"education","lineage":["https://openalex.org/I134359838"]}],"countries":["SA"],"is_corresponding":false,"raw_author_name":"Diana Korayim","raw_affiliation_strings":["Alfaisal University , ,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Alfaisal University , ,","institution_ids":["https://openalex.org/I134359838"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5125286746","display_name":"Nourah O. Alshaghdali","orcid":null},"institutions":[{"id":"https://openalex.org/I106778892","display_name":"Princess Nourah bint Abdulrahman University","ror":"https://ror.org/05b0cyh02","country_code":"SA","type":"education","lineage":["https://openalex.org/I106778892"]}],"countries":["SA"],"is_corresponding":false,"raw_author_name":"Nourah O. Alshaghdali","raw_affiliation_strings":["Department of Business, College of Business Administration, Princess Nourah bint Abdulrahman University , ,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business, College of Business Administration, Princess Nourah bint Abdulrahman University , ,","institution_ids":["https://openalex.org/I106778892"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5042731836","display_name":"Dhruv Galgotia","orcid":null},"institutions":[{"id":"https://openalex.org/I155125381","display_name":"Galgotias University","ror":"https://ror.org/02w8ba206","country_code":"IN","type":"education","lineage":["https://openalex.org/I155125381"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Dhruv Galgotia","raw_affiliation_strings":["School of Business, Galgotias University , ,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Business, Galgotias University , ,","institution_ids":["https://openalex.org/I155125381"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5085514564","display_name":"Steven T. Walsh","orcid":"https://orcid.org/0000-0002-0942-3099"},"institutions":[{"id":"https://openalex.org/I68812265","display_name":"Anderson University - South Carolina","ror":"https://ror.org/01gmrmd93","country_code":"US","type":"education","lineage":["https://openalex.org/I68812265"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Steven T. Walsh","raw_affiliation_strings":["Anderson School of Management, University of New Mexico , , ,"],"raw_orcid":"https://orcid.org/0000-0002-0942-3099","affiliations":[{"raw_affiliation_string":"Anderson School of Management, University of New Mexico , , ,","institution_ids":["https://openalex.org/I68812265"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":5,"corresponding_author_ids":["https://openalex.org/A5018462035"],"corresponding_institution_ids":["https://openalex.org/I26771391"],"apc_list":null,"apc_paid":null,"fwci":1.5238,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.88001872,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":91,"max":95},"biblio":{"volume":"39","issue":"2","first_page":"485","last_page":"505"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10648","display_name":"Virtual Reality Applications and Impacts","score":0.9521999955177307,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T10648","display_name":"Virtual Reality Applications and Impacts","score":0.9521999955177307,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.014800000004470348,"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"}},{"id":"https://openalex.org/T10888","display_name":"Augmented Reality Applications","score":0.002199999988079071,"subfield":{"id":"https://openalex.org/subfields/1707","display_name":"Computer Vision and Pattern Recognition"},"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/embodied-cognition","display_name":"Embodied cognition","score":0.8116000294685364},{"id":"https://openalex.org/keywords/metaverse","display_name":"Metaverse","score":0.6467000246047974},{"id":"https://openalex.org/keywords/social-worlds","display_name":"Social worlds","score":0.6182000041007996},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.6092000007629395},{"id":"https://openalex.org/keywords/conceptual-model","display_name":"Conceptual model","score":0.5263000130653381},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.39010000228881836},{"id":"https://openalex.org/keywords/affect","display_name":"Affect (linguistics)","score":0.3776000142097473}],"concepts":[{"id":"https://openalex.org/C100609095","wikidata":"https://www.wikidata.org/wiki/Q1335050","display_name":"Embodied cognition","level":2,"score":0.8116000294685364},{"id":"https://openalex.org/C53332860","wikidata":"https://www.wikidata.org/wiki/Q2632041","display_name":"Metaverse","level":3,"score":0.6467000246047974},{"id":"https://openalex.org/C2985059025","wikidata":"https://www.wikidata.org/wiki/Q4430254","display_name":"Social worlds","level":2,"score":0.6182000041007996},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6092000007629395},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5630000233650208},{"id":"https://openalex.org/C13606891","wikidata":"https://www.wikidata.org/wiki/Q2623243","display_name":"Conceptual model","level":2,"score":0.5263000130653381},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4036000072956085},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.39010000228881836},{"id":"https://openalex.org/C2776035688","wikidata":"https://www.wikidata.org/wiki/Q1606558","display_name":"Affect (linguistics)","level":2,"score":0.3776000142097473},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.3625999987125397},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.3569999933242798},{"id":"https://openalex.org/C14224292","wikidata":"https://www.wikidata.org/wiki/Q13600188","display_name":"Conceptual framework","level":2,"score":0.3560999929904938},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.3546999990940094},{"id":"https://openalex.org/C2776915394","wikidata":"https://www.wikidata.org/wiki/Q5196451","display_name":"Customer engagement","level":3,"score":0.30480000376701355},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3027999997138977},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.29319998621940613},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.2773999869823456},{"id":"https://openalex.org/C89785696","wikidata":"https://www.wikidata.org/wiki/Q2290753","display_name":"Theory of planned behavior","level":3,"score":0.27230000495910645},{"id":"https://openalex.org/C131158328","wikidata":"https://www.wikidata.org/wiki/Q1307337","display_name":"Social influence","level":2,"score":0.2703999876976013},{"id":"https://openalex.org/C2777802574","wikidata":"https://www.wikidata.org/wiki/Q18922868","display_name":"Customer knowledge","level":5,"score":0.2662999927997589},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2531000077724457},{"id":"https://openalex.org/C110379092","wikidata":"https://www.wikidata.org/wiki/Q1571836","display_name":"Social environment","level":2,"score":0.25060001015663147}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/jeim-03-2025-0163","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jeim-03-2025-0163","pdf_url":null,"source":{"id":"https://openalex.org/S141478581","display_name":"Journal of Enterprise Information Management","issn_l":"1741-0398","issn":["1741-0398","1758-7409"],"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":"Journal of Enterprise Information Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":72,"referenced_works":["https://openalex.org/W1867121244","https://openalex.org/W1878261120","https://openalex.org/W1985363313","https://openalex.org/W1987258130","https://openalex.org/W1988201884","https://openalex.org/W2018929717","https://openalex.org/W2058300759","https://openalex.org/W2098225165","https://openalex.org/W2101687080","https://openalex.org/W2105905333","https://openalex.org/W2149595999","https://openalex.org/W2513760693","https://openalex.org/W2805385227","https://openalex.org/W2896735034","https://openalex.org/W2902135653","https://openalex.org/W2905811773","https://openalex.org/W2964521507","https://openalex.org/W2991665672","https://openalex.org/W3094385582","https://openalex.org/W3102020160","https://openalex.org/W3119249775","https://openalex.org/W3122490494","https://openalex.org/W3165587445","https://openalex.org/W3194887681","https://openalex.org/W3194918482","https://openalex.org/W3194934968","https://openalex.org/W3195264514","https://openalex.org/W3197926781","https://openalex.org/W3211923951","https://openalex.org/W3216441824","https://openalex.org/W4211025420","https://openalex.org/W4220794124","https://openalex.org/W4281653211","https://openalex.org/W4296578189","https://openalex.org/W4298001257","https://openalex.org/W4298145260","https://openalex.org/W4304813831","https://openalex.org/W4312795092","https://openalex.org/W4313310852","https://openalex.org/W4313706441","https://openalex.org/W4318823375","https://openalex.org/W4319596587","https://openalex.org/W4319788547","https://openalex.org/W4320182306","https://openalex.org/W4321488266","https://openalex.org/W4322493955","https://openalex.org/W4327740109","https://openalex.org/W4362631268","https://openalex.org/W4365479018","https://openalex.org/W4366827612","https://openalex.org/W4367047002","https://openalex.org/W4367048645","https://openalex.org/W4375951773","https://openalex.org/W4376880966","https://openalex.org/W4377030520","https://openalex.org/W4377233208","https://openalex.org/W4379233238","https://openalex.org/W4381887344","https://openalex.org/W4384264551","https://openalex.org/W4384408266","https://openalex.org/W4385210972","https://openalex.org/W4386914649","https://openalex.org/W4387889175","https://openalex.org/W4389894794","https://openalex.org/W4391868111","https://openalex.org/W4396527487","https://openalex.org/W4402927614","https://openalex.org/W4403360374","https://openalex.org/W4405757638","https://openalex.org/W4408888639","https://openalex.org/W4409270188","https://openalex.org/W4412427635"],"related_works":[],"abstract_inverted_index":{"Purpose":[0],"The":[1,83],"metaverse,":[2,182],"which":[3,119,183],"offers":[4,149],"a":[5,94,160],"new,":[6],"immersive":[7],"environment":[8],"outside":[9],"traditional":[10],"Internet":[11],"platforms,":[12],"has":[13,93],"altered":[14],"digital":[15],"interactions.":[16],"Companies":[17],"seek":[18],"knowledge":[19,49,147],"in":[20,53,79,107,124,159,180,198],"this":[21],"massive":[22],"virtual":[23],"world":[24],"since":[25],"customers":[26],"are":[27],"increasingly":[28],"adopting":[29],"it":[30],"for":[31],"various":[32],"purposes.":[33],"This":[34],"study":[35,84,113,140,171],"uses":[36],"the":[37,43,48,80,89,91,100,108,112,122,143,170,175,181,199],"embodied":[38,165],"social":[39,166],"presence":[40,167],"theory":[41,168],"as":[42],"conceptual":[44],"framework":[45,177],"to":[46,63,133,142,152,155,186,195],"draw":[47],"on":[50,99],"customer":[51,77,105,135,157],"experience":[52,78,106,158],"metaverse.":[54,81,200],"Design/methodology/approach":[55],"Structural":[56],"equation":[57],"modeling":[58],"analyzed":[59],"289":[60],"data":[61],"points":[62],"investigate":[64],"how":[65],"interactivity,":[66],"nonverbal":[67],"communication,":[68],"presence,":[69],"agency,":[70,90],"context":[71,132,194],"and":[72,74,104,148,173,192],"environment,":[73],"embodiment":[75,103,123,191],"affect":[76],"Findings":[82],"findings":[85],"interestingly":[86],"suggest":[87],"that":[88,121],"moderator,":[92],"significant":[95],"but":[96,129],"negative":[97],"effect":[98],"relationship":[101],"between":[102],"metaverse":[109,125,161],"environment.":[110,162],"Further,":[111],"brings":[114],"out":[115],"an":[116],"intriguing":[117],"outcome,":[118],"states":[120],"alone":[126],"is":[127,184],"insufficient":[128],"requires":[130],"environmental":[131,193],"provide":[134],"experience.":[136],"Research":[137],"limitations/implications":[138],"Our":[139],"contributes":[141],"existing":[144,176],"body":[145],"of":[146,178],"valuable":[150],"insights":[151],"companies":[153],"looking":[154],"improve":[156],"Originality/value":[163],"Using":[164],"(ESPT),":[169],"challenges":[172],"expands":[174],"physicality":[179],"limited":[185],"physical":[187],"presence.":[188],"It":[189],"embraces":[190],"reconceptualize":[196],"\u201cpresence\u201d":[197]},"counts_by_year":[{"year":2025,"cited_by_count":1}],"updated_date":"2026-03-07T13:37:22.277990","created_date":"2026-02-08T00:00:00"}