{"id":"https://openalex.org/W1485156166","doi":"https://doi.org/10.1108/14691930510592834","title":"Building customer capital through relationship marketing activities","display_name":"Building customer capital through relationship marketing activities","publication_year":2005,"publication_date":"2005-05-02","ids":{"openalex":"https://openalex.org/W1485156166","doi":"https://doi.org/10.1108/14691930510592834","mag":"1485156166"},"language":"en","primary_location":{"id":"doi:10.1108/14691930510592834","doi":"https://doi.org/10.1108/14691930510592834","is_oa":false,"landing_page_url":"https://doi.org/10.1108/14691930510592834","pdf_url":null,"source":{"id":"https://openalex.org/S191556934","display_name":"Journal of Intellectual Capital","issn_l":"1469-1930","issn":["1469-1930","1758-7468"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-class-a","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-140","russia-white-list-1","vabb-shw"],"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 Intellectual Capital","raw_type":"journal-article"},"volume":null,"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/A5060963772","display_name":"Aihwa Chang","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I87354575","display_name":"National Chengchi University","ror":"https://ror.org/03rqk8h36","country_code":"TW","type":"education","lineage":["https://openalex.org/I87354575"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Aihwa Chang","raw_affiliation_strings":["Department of Business Administration, National Chengchi University, Taipei, Taiwan, ROC"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Administration, National Chengchi University, Taipei, Taiwan, ROC","institution_ids":["https://openalex.org/I87354575"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5056097946","display_name":"Chiung\u2010Ni Tseng","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Chiung\u2010Ni Tseng","raw_affiliation_strings":["InterVideo Inc., Taipei, Taiwan, ROC"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"InterVideo Inc., Taipei, Taiwan, ROC","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":3.997,"has_fulltext":false,"cited_by_count":66,"citation_normalized_percentile":{"value":0.93240985,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":99},"biblio":{"volume":"6","issue":"2","first_page":"253","last_page":"266"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9726999998092651,"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":0.9726999998092651,"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/T12384","display_name":"Customer churn and segmentation","score":0.006599999964237213,"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/T11849","display_name":"Intellectual Capital and Performance Analysis","score":0.004900000058114529,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and 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"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-capital","display_name":"customer capital","score":0.996999979019165},{"id":"https://openalex.org/keywords/relationship-marketing","display_name":"relationship marketing","score":0.9810000061988831},{"id":"https://openalex.org/keywords/customer-equity","display_name":"customer equity","score":0.824999988079071},{"id":"https://openalex.org/keywords/relationship-equity","display_name":"relationship equity","score":0.8949999809265137},{"id":"https://openalex.org/keywords/value-equity","display_name":"value equity","score":0.9599999785423279},{"id":"https://openalex.org/keywords/brand-equity","display_name":"brand equity","score":1.0},{"id":"https://openalex.org/keywords/customer-acquisition","display_name":"customer acquisition","score":0.984000027179718},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":1.0},{"id":"https://openalex.org/keywords/knowledge-dissemination","display_name":"knowledge dissemination","score":0.8550000190734863}],"concepts":[{"id":"https://openalex.org/C53100981","wikidata":"https://www.wikidata.org/wiki/Q5196454","display_name":"Customer equity","level":5,"score":0.7356905937194824},{"id":"https://openalex.org/C130721881","wikidata":"https://www.wikidata.org/wiki/Q1146253","display_name":"Customer lifetime value","level":5,"score":0.7009643912315369},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7003169059753418},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.6533383727073669},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.612410843372345},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5957435965538025},{"id":"https://openalex.org/C54649085","wikidata":"https://www.wikidata.org/wiki/Q574424","display_name":"Relationship marketing","level":3,"score":0.5306236743927002},{"id":"https://openalex.org/C53878828","wikidata":"https://www.wikidata.org/wiki/Q5196468","display_name":"Customer profitability","level":5,"score":0.4537511169910431},{"id":"https://openalex.org/C205971072","wikidata":"https://www.wikidata.org/wiki/Q513100","display_name":"Brand equity","level":2,"score":0.43085065484046936},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.41607263684272766},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.26135414838790894},{"id":"https://openalex.org/C192975520","wikidata":"https://www.wikidata.org/wiki/Q1143466","display_name":"Marketing management","level":2,"score":0.260032594203949},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.20519772171974182}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/14691930510592834","doi":"https://doi.org/10.1108/14691930510592834","is_oa":false,"landing_page_url":"https://doi.org/10.1108/14691930510592834","pdf_url":null,"source":{"id":"https://openalex.org/S191556934","display_name":"Journal of Intellectual Capital","issn_l":"1469-1930","issn":["1469-1930","1758-7468"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-class-a","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-140","russia-white-list-1","vabb-shw"],"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 Intellectual Capital","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":30,"referenced_works":["https://openalex.org/W40191559","https://openalex.org/W1516987016","https://openalex.org/W1530487374","https://openalex.org/W1591891602","https://openalex.org/W1955934323","https://openalex.org/W1964546750","https://openalex.org/W1970989126","https://openalex.org/W1973849164","https://openalex.org/W1979907230","https://openalex.org/W1985876643","https://openalex.org/W2009480226","https://openalex.org/W2030483771","https://openalex.org/W2036156227","https://openalex.org/W2039025582","https://openalex.org/W2042124431","https://openalex.org/W2053583812","https://openalex.org/W2058158587","https://openalex.org/W2071554452","https://openalex.org/W2080524058","https://openalex.org/W2083166592","https://openalex.org/W2097622232","https://openalex.org/W2137266665","https://openalex.org/W2140519362","https://openalex.org/W2142354661","https://openalex.org/W2247095457","https://openalex.org/W2326448563","https://openalex.org/W2998790926","https://openalex.org/W3215638535","https://openalex.org/W4232182780","https://openalex.org/W4248223323"],"related_works":["https://openalex.org/W2094405372","https://openalex.org/W2775204706","https://openalex.org/W2127099430","https://openalex.org/W2374460334","https://openalex.org/W3150346806","https://openalex.org/W2089621839","https://openalex.org/W2124359714","https://openalex.org/W2955372716","https://openalex.org/W2049283039","https://openalex.org/W2358984292"],"abstract_inverted_index":{"Purpose":[0],"To":[1],"provide":[2],"a":[3,121,146],"theoretic":[4,156],"framework":[5],"of":[6,9,31,41,44,56,70,82,139,149,175,186],"the":[7,38,42,48,155,164,211],"development":[8],"customer":[10,45,101,113,116,176,200,215],"capital":[11,177,201,216],"and":[12,85,105,115,128,172,183,199],"an":[13],"empirical":[14],"verification":[15],"using":[16,62],"Taiwanese":[17,33],"multilevel":[18,34],"firms.":[19],"Design/methodology/approach":[20],"The":[21,137,193],"authors":[22],"used":[23,152],"survey":[24],"research":[25,141],"to":[26,145,153,163,213],"collect":[27],"data":[28,169],"from":[29],"members":[30],"four":[32],"companies.":[35],"They":[36],"explored":[37],"mediating":[39],"roles":[40],"drivers":[43],"equity":[46,97,104,107,130,133],"in":[47,98],"\u201crelationship":[49],"marketing":[50,72,188,198],"activities\u2010customer":[51],"capita\u201d":[52],"effect.":[53],"A":[54],"total":[55],"306":[57],"valid":[58],"responses":[59],"were":[60,170,178],"analyzed":[61],"structural":[63],"equation":[64],"modeling":[65],"analysis.":[66],"Findings":[67],"Four":[68],"types":[69,185],"relationship":[71,94,129,187,197],"activities":[73,189],"\u2013":[74,89],"core":[75],"service":[76],"performances,":[77],"recognition":[78],"for":[79,217],"contributions,":[80],"dissemination":[81],"organization":[83],"knowledge,":[84],"member":[86],"interdependence":[87],"enhancement":[88],"have":[90,109,190,202],"significant":[91,110,122],"influences":[92],"on":[93,112,125,210],"equity.":[95],"Relationship":[96],"turn":[99],"affects":[100,131],"capital.":[102],"Value":[103],"brand":[106,132],"respectively":[108],"effects":[111],"acquisition":[114,119],"retention.":[117],"Customer":[118],"has":[120],"\u201cfeedback\u201d":[123],"effect":[124],"value":[126],"equity,":[127],"positively.":[134],"Research":[135],"limitations/implications":[136],"generalizability":[138],"this":[140],"is":[142,159],"constrained":[143,161],"due":[144,162],"non\u2010probability":[147],"sample":[148],"firms":[150],"being":[151],"verify":[154],"framework.":[157],"It":[158],"also":[160],"fact":[165],"that":[166],"only":[167],"customer\u2010side":[168],"collected":[171],"proxy":[173],"measures":[174],"used.":[179],"Practical":[180],"implications":[181],"Effective":[182],"ineffective":[184],"been":[191,203],"identified.":[192],"causal":[194],"paths":[195],"between":[196],"illustrated.":[204],"Originality/value":[205],"This":[206],"paper":[207],"sheds":[208],"light":[209],"approach":[212],"building":[214],"membership\u2010emphasized":[218],"organization.":[219]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":5},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":5},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":4},{"year":2017,"cited_by_count":4},{"year":2016,"cited_by_count":5},{"year":2015,"cited_by_count":6},{"year":2014,"cited_by_count":5},{"year":2013,"cited_by_count":4},{"year":2012,"cited_by_count":5}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}