{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,21]],"date-time":"2026-03-21T19:04:50Z","timestamp":1774119890289,"version":"3.50.1"},"reference-count":103,"publisher":"Informa UK Limited","issue":"15-16","funder":[{"name":"FCT \u2013 Funda\u00e7\u00e3o para a Ci\u00eancia e a Tecnologia"}],"content-domain":{"domain":["www.tandfonline.com"],"crossmark-restriction":true},"short-container-title":["The Service Industries Journal"],"published-print":{"date-parts":[[2016,12,9]]},"DOI":"10.1080\/02642069.2016.1272596","type":"journal-article","created":{"date-parts":[[2017,1,12]],"date-time":"2017-01-12T15:21:29Z","timestamp":1484234489000},"page":"827-845","update-policy":"https:\/\/doi.org\/10.1080\/tandf_crossmark_01","source":"Crossref","is-referenced-by-count":10,"title":["Impact of tacit knowledge on customer loyalty"],"prefix":"10.1080","volume":"36","author":[{"given":"Carla Alexandra Barbosa","family":"Pereira","sequence":"first","affiliation":[{"name":"Management and Economics Department, University of Beira Interior &amp; NECE \u2013 N\u00facleo de Estudos em Ci\u00eancias Empresariais, Covilh\u00e3, Portugal"}]},{"given":"Helena Maria Batista","family":"Alves","sequence":"additional","affiliation":[{"name":"Management and Economics Department, University of Beira Interior &amp; NECE \u2013 N\u00facleo de Estudos em Ci\u00eancias Empresariais, Covilh\u00e3, Portugal"}]},{"given":"Jo\u00e3o Jos\u00e9 Matos","family":"Ferreira","sequence":"additional","affiliation":[{"name":"Management and Economics Department, University of Beira Interior &amp; NECE \u2013 N\u00facleo de Estudos em Ci\u00eancias Empresariais, Covilh\u00e3, Portugal"}]}],"member":"301","published-online":{"date-parts":[[2017,1,12]]},"reference":[{"key":"CIT0001","doi-asserted-by":"publisher","DOI":"10.1016\/j.annals.2006.06.010"},{"key":"CIT0002","doi-asserted-by":"publisher","DOI":"10.1108\/03090560910946990"},{"key":"CIT0003","doi-asserted-by":"publisher","DOI":"10.1016\/j.annals.2006.03.014"},{"key":"CIT0004","doi-asserted-by":"publisher","DOI":"10.1007\/s11747-009-0163-z"},{"key":"CIT0005","doi-asserted-by":"publisher","DOI":"10.1007\/BF02723327"},{"key":"CIT0006","doi-asserted-by":"publisher","DOI":"10.1016\/S0160-7383(99)00108-5"},{"key":"CIT0007","doi-asserted-by":"publisher","DOI":"10.1080\/0267257X.1994.9964304"},{"key":"CIT0008","doi-asserted-by":"publisher","DOI":"10.1177\/014920639101700108"},{"key":"CIT0009a","doi-asserted-by":"publisher","DOI":"10.1177\/0092070304263332"},{"key":"CIT0009","doi-asserted-by":"publisher","DOI":"10.1080\/0267257X.1996.9964425"},{"key":"CIT0010","volume-title":"Marketing services: Competing through quality","author":"Berry L.","year":"1991"},{"key":"CIT0011","doi-asserted-by":"publisher","DOI":"10.1016\/S0261-5177(01)00035-8"},{"key":"CIT0012","doi-asserted-by":"publisher","DOI":"10.1177\/009207039502300403"},{"key":"CIT0013","doi-asserted-by":"publisher","DOI":"10.1016\/S1441-3582(03)70133-5"},{"key":"CIT0014","doi-asserted-by":"publisher","DOI":"10.1002\/kpm.163"},{"key":"CIT0015","doi-asserted-by":"publisher","DOI":"10.1016\/j.annals.2008.02.006"},{"key":"CIT0016","doi-asserted-by":"publisher","DOI":"10.1108\/09596110110395893"},{"key":"CIT0017","first-page":"13","volume-title":"Quantitative methods in tourism economics","author":"Camp\u00f3n A.","year":"2012"},{"issue":"1","key":"CIT0018","first-page":"70","volume":"11","author":"Camp\u00f3n-Cerro A. M.","year":"2015","journal-title":"Tourism & Management Studies"},{"key":"CIT0019","doi-asserted-by":"publisher","DOI":"10.1080\/02642060902764780"},{"key":"CIT0020","doi-asserted-by":"publisher","DOI":"10.1016\/j.indmarman.2007.10.004"},{"key":"CIT0021","doi-asserted-by":"publisher","DOI":"10.1002\/jtr.810"},{"key":"CIT0022","doi-asserted-by":"publisher","DOI":"10.1016\/j.tourman.2006.07.007"},{"key":"CIT0023","doi-asserted-by":"publisher","DOI":"10.1108\/08876041011060440"},{"key":"CIT0024","doi-asserted-by":"publisher","DOI":"10.1080\/02642060801988191"},{"key":"CIT0025","doi-asserted-by":"publisher","DOI":"10.1177\/109467002237494"},{"key":"CIT0026","doi-asserted-by":"publisher","DOI":"10.3390\/su6096293"},{"key":"CIT0027","doi-asserted-by":"publisher","DOI":"10.1016\/S0022-4359(00)00028-2"},{"key":"CIT0028","doi-asserted-by":"publisher","DOI":"10.2307\/1252296"},{"key":"CIT0029","doi-asserted-by":"publisher","DOI":"10.2307\/1251817"},{"key":"CIT0030","doi-asserted-by":"publisher","DOI":"10.1108\/08876040010320957"},{"issue":"1","key":"CIT0031","first-page":"50","volume":"15","author":"Droege S.","year":"2003","journal-title":"Journal of Managerial Issues"},{"key":"CIT0032","doi-asserted-by":"publisher","DOI":"10.2307\/1251126"},{"key":"CIT0033","doi-asserted-by":"publisher","DOI":"10.1177\/1094670513490836"},{"key":"CIT0034","doi-asserted-by":"publisher","DOI":"10.1108\/09604520810859210"},{"key":"CIT0035","doi-asserted-by":"publisher","DOI":"10.2307\/41166664"},{"key":"CIT0036","doi-asserted-by":"publisher","DOI":"10.1108\/00251749410054774"},{"key":"CIT0037","doi-asserted-by":"publisher","DOI":"10.1016\/S1320-1646(96)70264-2"},{"key":"CIT0038","volume-title":"Service management and marketing: A customer relationship management approach","author":"Gr\u00f6nroos C","year":"2000"},{"key":"CIT0039","doi-asserted-by":"publisher","DOI":"10.1108\/08858620410523981"},{"key":"CIT0040","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.64.3.34.18030"},{"key":"CIT0041","doi-asserted-by":"publisher","DOI":"10.1108\/13673271111137466"},{"key":"CIT0042","doi-asserted-by":"publisher","DOI":"10.1108\/03090569110139166"},{"key":"CIT0043","doi-asserted-by":"publisher","DOI":"10.1177\/0092070398263006"},{"key":"CIT0044","doi-asserted-by":"publisher","DOI":"10.1177\/0730888400027003004"},{"key":"CIT0045","doi-asserted-by":"publisher","DOI":"10.1177\/0092070398262002"},{"key":"CIT0046","volume-title":"Multivariate data analysis","author":"Hair J.","year":"2010","edition":"7"},{"key":"CIT0047","doi-asserted-by":"publisher","DOI":"10.1177\/109467050141006"},{"key":"CIT0048","doi-asserted-by":"publisher","DOI":"10.1080\/14616680600922039"},{"key":"CIT0049","doi-asserted-by":"publisher","DOI":"10.1016\/j.tourman.2006.08.009"},{"key":"CIT0050","doi-asserted-by":"publisher","DOI":"10.1177\/1094670502004003006"},{"key":"CIT0051","doi-asserted-by":"publisher","DOI":"10.1108\/eb054547"},{"key":"CIT0052","doi-asserted-by":"publisher","DOI":"10.1080\/02642060600850717"},{"issue":"2","key":"CIT0053","doi-asserted-by":"crossref","first-page":"256","DOI":"10.1080\/00222216.1998.11949829","volume":"30","author":"Iwasaki Y.","year":"1998","journal-title":"Journal of Leisure Research"},{"key":"CIT0054a","doi-asserted-by":"publisher","DOI":"10.1108\/03090560810903691"},{"key":"CIT0054","doi-asserted-by":"publisher","DOI":"10.1108\/08858621011058106"},{"key":"CIT0055","doi-asserted-by":"publisher","DOI":"10.1108\/08876041011017862"},{"key":"CIT0056","doi-asserted-by":"publisher","DOI":"10.1108\/08876040710726284"},{"key":"CIT0057","doi-asserted-by":"publisher","DOI":"10.1108\/02634509910301124"},{"key":"CIT0058","volume-title":"Structural equation modeling: Foundations and extensions","volume":"10","author":"Kaplan D","year":"2000"},{"key":"CIT0059","doi-asserted-by":"publisher","DOI":"10.1080\/02642060802311286"},{"key":"CIT0060","doi-asserted-by":"publisher","DOI":"10.1300\/J073v17n01_05"},{"key":"CIT0061","doi-asserted-by":"publisher","DOI":"10.1080\/01490400902837787"},{"key":"CIT0062","doi-asserted-by":"publisher","DOI":"10.3200\/JRLP.139.6.495-512"},{"key":"CIT0063","doi-asserted-by":"publisher","DOI":"10.1080\/10548408.2010.481580"},{"key":"CIT0064","doi-asserted-by":"publisher","DOI":"10.1080\/10548400802402321"},{"key":"CIT0065","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhm.2010.10.007"},{"key":"CIT0066","doi-asserted-by":"publisher","DOI":"10.1108\/08876040710746516"},{"key":"CIT0067","doi-asserted-by":"publisher","DOI":"10.1108\/13612020410560018"},{"key":"CIT0068","doi-asserted-by":"publisher","DOI":"10.1108\/09564230910936869"},{"key":"CIT0069","doi-asserted-by":"publisher","DOI":"10.1300\/J073v18n01_05"},{"key":"CIT0070","doi-asserted-by":"publisher","DOI":"10.2307\/1252308"},{"key":"CIT0071","first-page":"96","author":"Nonaka I.","year":"1991","journal-title":"Harvard Business Review"},{"key":"CIT0072","doi-asserted-by":"publisher","DOI":"10.1287\/orsc.5.1.14"},{"key":"CIT0073","doi-asserted-by":"publisher","DOI":"10.2307\/41165942"},{"key":"CIT0074","doi-asserted-by":"publisher","DOI":"10.1108\/03090560010331225"},{"key":"CIT0075","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.73.5.1"},{"key":"CIT0076","doi-asserted-by":"publisher","DOI":"10.1080\/09652549600000005"},{"key":"CIT0077","doi-asserted-by":"publisher","DOI":"10.1108\/02634500510597337"},{"key":"CIT0078","doi-asserted-by":"publisher","DOI":"10.1108\/09564230810903514"},{"key":"CIT0079","doi-asserted-by":"publisher","DOI":"10.1002\/jtr.799"},{"key":"CIT0080","doi-asserted-by":"publisher","DOI":"10.2307\/3069445"},{"key":"CIT0081","doi-asserted-by":"publisher","DOI":"10.1108\/03090569610106626"},{"key":"CIT0082","doi-asserted-by":"publisher","DOI":"10.1016\/S0261-5177(99)00099-0"},{"issue":"12","key":"CIT0083","first-page":"46","volume":"81","author":"Reichheld F. F.","year":"2003","journal-title":"Harvard Business Review"},{"key":"CIT0084","doi-asserted-by":"publisher","DOI":"10.1016\/S0261-5177(98)00104-6"},{"key":"CIT0085","doi-asserted-by":"publisher","DOI":"10.1016\/S0022-4359(99)80002-5"},{"key":"CIT0086","doi-asserted-by":"publisher","DOI":"10.1108\/08876049910266059"},{"key":"CIT0087","doi-asserted-by":"publisher","DOI":"10.1016\/0007-6813(94)90029-9"},{"key":"CIT0088","doi-asserted-by":"publisher","DOI":"10.1111\/j.1745-493X.1997.tb00024.x"},{"key":"CIT0089","doi-asserted-by":"publisher","DOI":"10.1080\/00223989909599766"},{"key":"CIT0090","doi-asserted-by":"publisher","DOI":"10.1177\/014920630102700610"},{"key":"CIT0091","doi-asserted-by":"publisher","DOI":"10.1108\/13555850810909777"},{"key":"CIT0092","volume-title":"The essential guide to knowledge management: E-business and CRM applications","author":"Tiwana A.","year":"2000"},{"issue":"5","key":"CIT0093","first-page":"43","volume":"10","author":"Tschetter J.","year":"2010","journal-title":"The Journal of Applied Business and Economics"},{"key":"CIT0094","doi-asserted-by":"publisher","DOI":"10.1108\/08858620410524007"},{"key":"CIT0095","doi-asserted-by":"publisher","DOI":"10.1108\/03090560610648075"},{"key":"CIT0096","doi-asserted-by":"publisher","DOI":"10.1108\/03090560410560254"},{"key":"CIT0097","doi-asserted-by":"publisher","DOI":"10.1002\/job.294"},{"key":"CIT0098","doi-asserted-by":"publisher","DOI":"10.1108\/09590550210415248"},{"key":"CIT0099","doi-asserted-by":"publisher","DOI":"10.1016\/j.tourman.2003.08.016"},{"key":"CIT0100","doi-asserted-by":"publisher","DOI":"10.1016\/j.tourman.2009.03.007"},{"key":"CIT0101","doi-asserted-by":"publisher","DOI":"10.1177\/0092070300281007"}],"container-title":["The Service Industries Journal"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.tandfonline.com\/doi\/pdf\/10.1080\/02642069.2016.1272596","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2019,9,17]],"date-time":"2019-09-17T12:54:33Z","timestamp":1568724873000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.tandfonline.com\/doi\/full\/10.1080\/02642069.2016.1272596"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2016,12,9]]},"references-count":103,"journal-issue":{"issue":"15-16","published-online":{"date-parts":[[2017,1,13]]},"published-print":{"date-parts":[[2016,12,9]]}},"alternative-id":["10.1080\/02642069.2016.1272596"],"URL":"https:\/\/doi.org\/10.1080\/02642069.2016.1272596","relation":{},"ISSN":["0264-2069","1743-9507"],"issn-type":[{"value":"0264-2069","type":"print"},{"value":"1743-9507","type":"electronic"}],"subject":[],"published":{"date-parts":[[2016,12,9]]},"assertion":[{"value":"The publishing and review policy for this title is described in its Aims & Scope.","order":1,"name":"peerreview_statement","label":"Peer Review Statement"},{"value":"http:\/\/www.tandfonline.com\/action\/journalInformation?show=aimsScope&journalCode=fsij20","URL":"http:\/\/www.tandfonline.com\/action\/journalInformation?show=aimsScope&journalCode=fsij20","order":2,"name":"aims_and_scope_url","label":"Aim & Scope"}]}}