{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,19]],"date-time":"2026-02-19T06:11:49Z","timestamp":1771481509248,"version":"3.50.1"},"reference-count":73,"publisher":"Emerald","issue":"1","license":[{"start":{"date-parts":[[2023,11,17]],"date-time":"2023-11-17T00:00:00Z","timestamp":1700179200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["BPMJ"],"published-print":{"date-parts":[[2024,2,5]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>This study investigates the role of knowledge collecting and donating in enhancing relationship proneness and intimacy and improving a bank's salesperson satisfaction and performance.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>Using the snowball technique, 315 online questionnaires were collected from commercial banks. A total of 300 useable questionnaires were included for further analysis.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>The findings demonstrated that knowledge collecting affects relationship proneness and salesperson performance, while knowledge donating affects relationship proneness but not satisfaction. The results also suggested that relationship proneness is responsible for salesperson intimacy. Furthermore, intimacy was found to affect salesperson performance and satisfaction. Finally, salesperson satisfaction was found to affect salesperson performance positively.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title><jats:p>The findings help bankers understand and utilize the power of their knowledge management in improving their sales performance and developing suitable training and strategies to strengthen salesperson intimacy.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>This study incorporated knowledge management, relationship proneness and intimacy to enhance a better understanding of how these indicators will affect the salesperson's satisfaction and performance.<\/jats:p><\/jats:sec>","DOI":"10.1108\/bpmj-08-2023-0603","type":"journal-article","created":{"date-parts":[[2023,11,15]],"date-time":"2023-11-15T08:54:31Z","timestamp":1700038471000},"page":"183-198","source":"Crossref","is-referenced-by-count":8,"title":["Does knowledge collecting and donating enhance a bank's salesperson performance?"],"prefix":"10.1108","volume":"30","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-2917-0014","authenticated-orcid":false,"given":"Halimin","family":"Herjanto","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0003-0818-5663","authenticated-orcid":false,"given":"Muslim","family":"Amin","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Cut Erika","family":"Fatimah","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","published-online":{"date-parts":[[2023,11,17]]},"reference":[{"issue":"5","key":"key2024020210105609600_ref001","doi-asserted-by":"crossref","first-page":"1466","DOI":"10.1108\/BPMJ-01-2023-0045","article-title":"Mediation approach of knowledge management process towards supply chain performance under green technology: an empirical analysis","volume":"29","year":"2023","journal-title":"Business Process Management Journal"},{"issue":"3","key":"key2024020210105609600_ref002","doi-asserted-by":"crossref","first-page":"280","DOI":"10.1108\/IJBM-10-2014-0139","article-title":"Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty","volume":"34","year":"2016","journal-title":"International Journal of Bank Marketing"},{"key":"key2024020210105609600_ref003","doi-asserted-by":"crossref","first-page":"411","DOI":"10.1037\/0033-2909.103.3.411","article-title":"Structural equation modeling in practice: a review and recommended two-step approach","volume":"103","year":"1988","journal-title":"Psychological Bulletin"},{"issue":"2","key":"key2024020210105609600_ref004","first-page":"207","article-title":"Performance trends and salesperson evaluations: the moderating roles of evaluation task, managerial risk propensity, and firm strategic orientation","volume":"32","year":"2013","journal-title":"Journal of Personal Selling and Sales Management"},{"key":"key2024020210105609600_ref005","volume-title":"Exchange and Power in Social Life","year":"2017"},{"issue":"5","key":"key2024020210105609600_ref006","doi-asserted-by":"crossref","first-page":"311","DOI":"10.1108\/08858620710773440","article-title":"The relationship of facets of salesperson job satisfaction with affective organizational commitment","volume":"22","year":"2007","journal-title":"Journal of Business and Industrial Marketing"},{"issue":"5","key":"key2024020210105609600_ref007","doi-asserted-by":"crossref","first-page":"370","DOI":"10.1108\/08858621211236043","article-title":"Customer intimacy","volume":"27","year":"2012","journal-title":"Journal of Business and Industrial Marketing"},{"issue":"3","key":"key2024020210105609600_ref008","doi-asserted-by":"crossref","first-page":"351","DOI":"10.1177\/10946705221136270","article-title":"Customer\u2013salesperson price negotiations during exceptional demand contractions","volume":"26","year":"2023","journal-title":"Journal of Service Research"},{"key":"key2024020210105609600_ref009","article-title":"Online fraudulent returns in Taiwan: the impact of e-retailers\u2019 transaction ethics and consumer personality","volume":"61","year":"2021","journal-title":"Journal of Retailing and Consumer Service"},{"issue":"4","key":"key2024020210105609600_ref010","doi-asserted-by":"crossref","first-page":"414","DOI":"10.1108\/NBRI-09-2017-0051","article-title":"Buyer-seller relationship, sales effectiveness and sales revenue: a social network perspective","volume":"9","year":"2018","journal-title":"Nankai Business Review International"},{"issue":"3","key":"key2024020210105609600_ref011","doi-asserted-by":"crossref","first-page":"723","DOI":"10.1007\/s11628-023-00538-8","article-title":"The effect of subscription relational bond on customer engagement and stickiness in podcast: the moderating role of social connectedness","volume":"17","year":"2023","journal-title":"Service Business"},{"issue":"2","key":"key2024020210105609600_ref012","first-page":"63","article-title":"How do they know their customers so well?","volume":"42","year":"2001","journal-title":"MIT Sloan Management Review"},{"issue":"2","key":"key2024020210105609600_ref070","doi-asserted-by":"crossref","first-page":"115","DOI":"10.1177\/0093650205285366","article-title":"Explaining knowledge sharing: the role of team communication styles, job satisfaction, and performance beliefs","volume":"33","year":"2006","journal-title":"Communication research"},{"issue":"4","key":"key2024020210105609600_ref013","doi-asserted-by":"crossref","first-page":"926","DOI":"10.1108\/IJBM-11-2022-0481","article-title":"The importance of entrepreneurial leadership in fostering bank performance","volume":"41","year":"2023","journal-title":"International Journal of Bank Marketing"},{"issue":"1","key":"key2024020210105609600_ref014","doi-asserted-by":"crossref","first-page":"35","DOI":"10.1108\/LODJ-11-2012-0145","article-title":"Knowledge donating and knowledge collecting: the moderating roles of social and economic LMX","volume":"36","year":"2015","journal-title":"Leadership and Organization Development Journal"},{"issue":"1","key":"key2024020210105609600_ref067","doi-asserted-by":"crossref","first-page":"39","DOI":"10.1177\/002224378101800104","article-title":"Evaluating structural equation models with unobservable variables and measurement error","volume":"18","year":"1981","journal-title":"Journal of Marketing Research"},{"issue":"3","key":"key2024020210105609600_ref015","doi-asserted-by":"crossref","first-page":"315","DOI":"10.1080\/09593969.2012.682597","article-title":"Does buyer-seller similarity affect buyer satisfaction with the seller firm?","volume":"22","year":"2012","journal-title":"The International Review of Retail, Distribution and Consumer Research"},{"issue":"6","key":"key2024020210105609600_ref016","doi-asserted-by":"crossref","first-page":"1105","DOI":"10.1108\/JSTP-08-2016-0138","article-title":"Impact of frontline service employees' acculturation behaviors on customer satisfaction and commitment in intercultural service encounters","volume":"27","year":"2017","journal-title":"Journal of Service Theory and Practice"},{"key":"key2024020210105609600_ref017","unstructured":"Georgas \u2013 Tellefsen, M.E. and Gibson, M. (2019), \u201c4 crucial steps to transform banking products for a fintech world\u201d, available at: https:\/\/www.cuinsight.com\/4-crucial-steps-to-transform-banking-products-for-a-fintech-world.html"},{"key":"key2024020210105609600_ref018","unstructured":"Goldstein, B. (2018), \u201cThe sell-to-win playbook. 55 Expert sales tips to drive your success\u201d, available at: https:\/\/dotcom.nlcdn.com\/wp-content\/uploads\/2018\/06\/Nutshell_Sell-to-Win-Playbook_1.1.pdf"},{"key":"key2024020210105609600_ref072","doi-asserted-by":"crossref","first-page":"37","DOI":"10.1016\/j.jbusres.2018.04.005","article-title":"Salesperson regulatory knowledge and sales performance","volume":"89","year":"2018","journal-title":"Journal of Business Research"},{"issue":"1","key":"key2024020210105609600_ref019","doi-asserted-by":"crossref","first-page":"1","DOI":"10.29214\/damis.2018.37.1.001","article-title":"The effects of sales performance on salesperson's job satisfaction, organizational commitment and need for achievement","volume":"37","year":"2018","journal-title":"Management and Information Systems Review"},{"key":"key2024020210105609600_ref020","doi-asserted-by":"crossref","first-page":"2","DOI":"10.1108\/EBR-11-2018-0203","article-title":"When to use and how to report the results of PLS-SEM","volume":"31","year":"2019","journal-title":"European Business Review"},{"issue":"1","key":"key2024020210105609600_ref021","doi-asserted-by":"crossref","first-page":"2","DOI":"10.1108\/IMDS-09-2015-0382","article-title":"Using PLS path modeling in new technology research: updated guidelines","volume":"116","year":"2016","journal-title":"Industrial Management and Data Systems"},{"key":"key2024020210105609600_ref022","doi-asserted-by":"crossref","first-page":"405","DOI":"10.1108\/IMR-09-2014-0304","article-title":"Testing measurement invariances of composite using partial least squares","volume":"33","year":"2016","journal-title":"International Marketing Review"},{"issue":"6","key":"key2024020210105609600_ref023","doi-asserted-by":"crossref","first-page":"1351","DOI":"10.1108\/IJBM-03-2020-0108","article-title":"Repurchase intention: the effect of similarity and client knowledge","volume":"38","year":"2020","journal-title":"International Journal of Bank Marketing"},{"issue":"2","key":"key2024020210105609600_ref024","doi-asserted-by":"crossref","first-page":"104","DOI":"10.1016\/j.ausmj.2018.12.001","article-title":"Investigating salesperson performance factors: a systematic review of the literature on the characteristics of effective salesperson","volume":"27","year":"2019","journal-title":"Australasian Marketing Journal"},{"issue":"3","key":"key2024020210105609600_ref025","first-page":"585","article-title":"Exploring the role of commitment in potential absorptive capacity and its impact on new financial product knowledge: a social media banking perspective","volume":"8","year":"2023","journal-title":"Journal of Financial Services Marketing"},{"issue":"8","key":"key2024020210105609600_ref026","doi-asserted-by":"crossref","first-page":"484","DOI":"10.1108\/JWL-05-2016-0041","article-title":"Knowledge sharing enables, processes and firm innovation capability","volume":"28","year":"2016","journal-title":"Journal of Workplace Learning"},{"key":"key2024020210105609600_ref066","article-title":"Listed companies\u201d, available at","author":"Indonesia Stock Exchange Report.","year":"2022"},{"issue":"1","key":"key2024020210105609600_ref027","doi-asserted-by":"crossref","first-page":"46","DOI":"10.1016\/j.ausmj.2015.12.004","article-title":"Effects of service failure on consumer responses across failure types: a\u00a0moderating role of intimacy","volume":"24","year":"2016","journal-title":"Australasian Marketing Journal"},{"key":"key2024020210105609600_ref068","doi-asserted-by":"crossref","first-page":"324","DOI":"10.1016\/j.ijhm.2013.04.009","article-title":"Hospitality employee knowledge-sharing behaviors in the relationship between goal orientations and service innovative behavior","volume":"34","year":"2013","journal-title":"International Journal of Hospitality Management"},{"issue":"5","key":"key2024020210105609600_ref028","doi-asserted-by":"crossref","first-page":"1832","DOI":"10.1108\/EJIM-04-2020-0134","article-title":"Trust, knowledge sharing, and innovative work behavior: empirical evidence from Poland","volume":"24","year":"2021","journal-title":"European Journal of Innovation Management"},{"key":"key2024020210105609600_ref029","doi-asserted-by":"crossref","first-page":"342","DOI":"10.1016\/j.elerap.2010.11.005","article-title":"Intimacy, familiarity and continuance intention: an extended expectation-confirmation model in web-based services","volume":"10","year":"2011","journal-title":"Electronic Commerce Research and Applications"},{"issue":"2","key":"key2024020210105609600_ref073","doi-asserted-by":"crossref","first-page":"123","DOI":"10.1080\/08853134.2014.890902","article-title":"Salesperson knowledge distinctions and sales performance","volume":"34","year":"2014","journal-title":"Journal of Personal Selling and Sales Management"},{"issue":"9","key":"key2024020210105609600_ref030","doi-asserted-by":"crossref","first-page":"2161","DOI":"10.1108\/JKM-10-2020-0800","article-title":"Top management support and knowledge sharing: the strategic role of affiliation and trust in an academic environment","volume":"25","year":"2021","journal-title":"Journal of Knowledge Management"},{"issue":"1","key":"key2024020210105609600_ref031","doi-asserted-by":"crossref","first-page":"30","DOI":"10.1080\/08853134.2017.1407660","article-title":"Sales management control systems: review, synthesis, and direction for future exploration","volume":"38","year":"2018","journal-title":"Journal of Personal Selling and Sales Management"},{"issue":"1","key":"key2024020210105609600_ref032","doi-asserted-by":"crossref","first-page":"296","DOI":"10.1080\/0965254X.2021.1900342","article-title":"How perceptions of relationship investment influence customer loyalty: the mediating role of perceived value and the moderating role of relationship proneness","volume":"31","year":"2023","journal-title":"Journal of Strategic Marketing"},{"issue":"1","key":"key2024020210105609600_ref033","doi-asserted-by":"crossref","first-page":"106","DOI":"10.1080\/09593969.2020.1781228","article-title":"Exploring the impact of personality traits on perceived relationship investment, relationship quality and loyalty in the retail industry","volume":"31","year":"2021","journal-title":"The International Review of Retail, Distribution, and Consumer Research"},{"key":"key2024020210105609600_ref034","doi-asserted-by":"crossref","first-page":"181","DOI":"10.1016\/j.ijresmar.2011.09.002","article-title":"Effects of formal sales control systems: a combinatory perspective","volume":"29","year":"2012","journal-title":"International Journal of Research in Marketing"},{"issue":"1","key":"key2024020210105609600_ref035","doi-asserted-by":"crossref","first-page":"293","DOI":"10.1108\/BPMJ-02-2021-0111","article-title":"Impact of knowledge management processes on organizational performance: the mediating role of absorptive capacity","volume":"28","year":"2022","journal-title":"Business Process Management Journal"},{"issue":"6","key":"key2024020210105609600_ref036","doi-asserted-by":"crossref","first-page":"1097","DOI":"10.1108\/JIMA-09-2019-0190","article-title":"The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking","volume":"12","year":"2021","journal-title":"Journal of Islamic Marketing"},{"issue":"5","key":"key2024020210105609600_ref069","doi-asserted-by":"crossref","first-page":"998","DOI":"10.1108\/JKM-01-2019-0029","article-title":"Motivation and knowledge sharing: a meta-analysis of main and moderating effects","volume":"23","year":"2019","journal-title":"Journal of Knowledge Management"},{"issue":"4","key":"key2024020210105609600_ref037","doi-asserted-by":"crossref","first-page":"594","DOI":"10.1108\/VJIKMS-03-2019-0041","article-title":"Testing customer's knowledge on customer intimacy and its impact on repurchase intention","volume":"49","year":"2019","journal-title":"VINE Journal of Information and Knowledge Management Systems"},{"key":"key2024020210105609600_ref038","doi-asserted-by":"crossref","first-page":"641","DOI":"10.1007\/s11628-018-0362-0","article-title":"Analyzing relationship quality and its contribution to consumer relationship proneness","volume":"12","year":"2018","journal-title":"Service Business"},{"issue":"1","key":"key2024020210105609600_ref039","doi-asserted-by":"crossref","first-page":"61","DOI":"10.1108\/08876041011017899","article-title":"Consumer relationship proneness: a reexamination and extension across service exchanges","volume":"24","year":"2010","journal-title":"Journal of Services Marketing"},{"key":"key2024020210105609600_ref040","unstructured":"Pereira, B. (2016), \u201cWinning hearts with empathic banking\u201d, available at: https:\/\/www.digitalcreed.in\/winning-hearts-emphatic-banking\/"},{"issue":"4","key":"key2024020210105609600_ref041","doi-asserted-by":"crossref","first-page":"538","DOI":"10.1016\/j.indmarman.2009.02.003","article-title":"Exploratory navigation and salesperson performance: investigating selected antecedents and boundary conditions in high-technology and financial services context","volume":"39","year":"2010","journal-title":"Industrial Marketing Management"},{"issue":"1","key":"key2024020210105609600_ref042","doi-asserted-by":"crossref","first-page":"75","DOI":"10.1108\/JSM-04-2014-0117","article-title":"The mediating effects of customers' intimacy perceptions on the trust-commitment relationship","volume":"30","year":"2016","journal-title":"Journal of Service Marketing"},{"issue":"6","key":"key2024020210105609600_ref043","doi-asserted-by":"crossref","first-page":"1225","DOI":"10.1108\/JKM-03-2016-0112","article-title":"What factors influence knowledge sharing in organizations? A social dilemma perspective of social media communication","volume":"20","year":"2016","journal-title":"Journal of Knowledge Management"},{"issue":"6","key":"key2024020210105609600_ref044","doi-asserted-by":"crossref","first-page":"1731","DOI":"10.1108\/BPMJ-07-2019-0274","article-title":"Nexus of knowledge-oriented leadership, knowledge management, innovation and organizational performance in higher education","volume":"26","year":"2020","journal-title":"Business Process Management Journal"},{"issue":"6","key":"key2024020210105609600_ref045","doi-asserted-by":"crossref","first-page":"813","DOI":"10.1002\/job.2168","article-title":"Knowledge management behavior and individual creativity: goal orientations as antecedents and in-group social status as moderating contingency","volume":"38","year":"2017","journal-title":"Journal of Organizational Behavior"},{"key":"key2024020210105609600_ref046","volume-title":"SmartPLS 2.0 (M3)","year":"2005"},{"issue":"2","key":"key2024020210105609600_ref047","doi-asserted-by":"crossref","first-page":"116","DOI":"10.1016\/j.hrmr.2011.11.004","article-title":"Too close for comfort? Distinguishing between team intimacy and team cohesion","volume":"22","year":"2012","journal-title":"Human Resource Management Review"},{"key":"key2024020210105609600_ref048","doi-asserted-by":"crossref","first-page":"153","DOI":"10.1016\/j.jbusres.2019.06.026","article-title":"Under pressure: the pros and cons of putting time pressure on your salesforce","volume":"103","year":"2019","journal-title":"Journal of Business Research"},{"issue":"4","key":"key2024020210105609600_ref049","doi-asserted-by":"crossref","first-page":"1057","DOI":"10.1108\/BPMJ-09-2022-0457","article-title":"Knowledge management processes toward organizational performance \u2013 a knowledge-based view perspective: an analogy of emerging and developing economies","volume":"29","year":"2023","journal-title":"Business Process Management Journal"},{"key":"key2024020210105609600_ref050","unstructured":"Sales Insights Lab (2020), \u201c18 New sales statistics for 2020 from our groundbreaking study!\u201d, available at: https:\/\/salesinsightslab.com\/sales-research\/"},{"issue":"5","key":"key2024020210105609600_ref051","doi-asserted-by":"crossref","first-page":"1033","DOI":"10.1108\/JIMA-05-2020-0138","article-title":"Salesforce product knowledge in Islamic financial institutions; development and validation of measurement scale","volume":"13","year":"2022","journal-title":"Journal of Islamic Marketing"},{"issue":"6","key":"key2024020210105609600_ref052","doi-asserted-by":"crossref","first-page":"1621","DOI":"10.1108\/JIMA-07-2021-0235","article-title":"Saddling effect of underlying contracts on sales performance: a multi-group analysis in the takaful industry","volume":"14","year":"2023","journal-title":"Journal of Islamic Marketing"},{"issue":"3","key":"key2024020210105609600_ref053","doi-asserted-by":"crossref","first-page":"837","DOI":"10.1007\/s10551-018-3813-6","article-title":"Level of agreement between sales managers and salespeople on the need for internal virtue ethics and a direct path from satisfaction with manager to turnover intent","volume":"159","year":"2019","journal-title":"Journal of Business Ethics"},{"key":"key2024020210105609600_ref071","author":"Statista","year":"2023"},{"issue":"1","key":"key2024020210105609600_ref054","doi-asserted-by":"crossref","first-page":"81","DOI":"10.1177\/002224378802500108","article-title":"Knowledge structure differences between more effective and less effective salespeople","volume":"25","year":"1988","journal-title":"Journal of Marketing Research"},{"issue":"3","key":"key2024020210105609600_ref055","doi-asserted-by":"crossref","first-page":"381","DOI":"10.1509\/jmr.15.0485","article-title":"Why do salespeople quit? An empirical examination of own and peer effects on salesperson turnover behavior","volume":"54","year":"2017","journal-title":"Journal of Marketing Research"},{"issue":"5","key":"key2024020210105609600_ref056","doi-asserted-by":"crossref","first-page":"823","DOI":"10.1108\/IJBM-03-2017-0054","article-title":"Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships","volume":"36","year":"2018","journal-title":"International Journal of Bank Marketing"},{"issue":"6","key":"key2024020210105609600_ref057","first-page":"117","article-title":"Knowledge sharing in context: the influence of organizational commitment, communication climate and CMC use on knowledge sharing","volume":"8","year":"2014","journal-title":"Journal of Knowledge Management"},{"issue":"4","key":"key2024020210105609600_ref058","doi-asserted-by":"crossref","first-page":"174","DOI":"10.1177\/002224298605000404","article-title":"Knowledge, motivation and adaptive behavior: a\u00a0framework for improving selling effectiveness","volume":"50","year":"1986","journal-title":"Journal of Marketing"},{"issue":"2","key":"key2024020210105609600_ref059","doi-asserted-by":"crossref","first-page":"183","DOI":"10.21315\/aamj2016.21.2.8","article-title":"Influence of supervisory control on salesperson performance: examining the role of adaptive selling behavior as mediator","volume":"21","year":"2016","journal-title":"Asian Academy of Management Journal"},{"issue":"4","key":"key2024020210105609600_ref060","doi-asserted-by":"crossref","first-page":"1092","DOI":"10.1108\/EJIM-05-2020-0199","article-title":"Creative leadership, innovation climate and innovation behaviour: the moderating role of knowledge sharing in management","volume":"25","year":"2022","journal-title":"European Journal of Innovation Management"},{"issue":"12","key":"key2024020210105609600_ref061","doi-asserted-by":"crossref","first-page":"1915","DOI":"10.1108\/JBIM-06-2019-0302","article-title":"From cognition to action: the effect of thought self-leadership strategies and self-monitoring on adaptive selling behavior","volume":"35","year":"2020","journal-title":"Journal of Business and Industrial Marketing"},{"issue":"1","key":"key2024020210105609600_ref062","first-page":"101","article-title":"Intercultural interaction and relationship selling in the banking industry","volume":"11","year":"2011","journal-title":"Journal of Services Research"},{"key":"key2024020210105609600_ref063","article-title":"Panic buying: the effect of thinking style and situational ambiguity","volume":"60","year":"2021","journal-title":"Journal of Retailing and Consumer Studies"},{"issue":"3","key":"key2024020210105609600_ref064","doi-asserted-by":"crossref","first-page":"205","DOI":"10.1016\/j.jretconser.2005.08.006","article-title":"Influence of personality traits on satisfaction, perception of relational benefits, and loyalty in a personal service context","volume":"13","year":"2006","journal-title":"Journal of Retailing and Consumer Service"},{"issue":"1","key":"key2024020210105609600_ref065","doi-asserted-by":"crossref","first-page":"41","DOI":"10.2501\/IJMR-53-1-041-062","article-title":"Using online surveys in Vietnam: an exploratory study","volume":"53","year":"2011","journal-title":"International Journal of Market Research"}],"container-title":["Business Process Management Journal"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/BPMJ-08-2023-0603\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/BPMJ-08-2023-0603\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T23:15:55Z","timestamp":1753398955000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/bpmj\/article\/30\/1\/183-198\/1221405"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2023,11,17]]},"references-count":73,"journal-issue":{"issue":"1","published-online":{"date-parts":[[2023,11,17]]},"published-print":{"date-parts":[[2024,2,5]]}},"alternative-id":["10.1108\/BPMJ-08-2023-0603"],"URL":"https:\/\/doi.org\/10.1108\/bpmj-08-2023-0603","relation":{},"ISSN":["1463-7154"],"issn-type":[{"value":"1463-7154","type":"print"}],"subject":[],"published":{"date-parts":[[2023,11,17]]}}}