{"id":"https://openalex.org/W1495726076","doi":"https://doi.org/10.15765/plnt.v10i19.574","title":"Los intangibles en el cambio de entidad de los clientes de banca detallista","display_name":"Los intangibles en el cambio de entidad de los clientes de banca detallista","publication_year":2015,"publication_date":"2015-06-04","ids":{"openalex":"https://openalex.org/W1495726076","doi":"https://doi.org/10.15765/plnt.v10i19.574","mag":"1495726076"},"language":"es","primary_location":{"id":"doi:10.15765/plnt.v10i19.574","doi":"https://doi.org/10.15765/plnt.v10i19.574","is_oa":true,"landing_page_url":"https://doi.org/10.15765/plnt.v10i19.574","pdf_url":"https://journal.poligran.edu.co/index.php/poliantea/article/download/574/505","source":{"id":"https://openalex.org/S4210227491","display_name":"POLIANTEA","issn_l":"1794-3159","issn":["1794-3159","2145-3101"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310318845","host_organization_name":"Instituci\u00f3n Universitaria Polit\u00e9cnico Grancolombiano","host_organization_lineage":["https://openalex.org/P4310318845"],"host_organization_lineage_names":["Instituci\u00f3n Universitaria Polit\u00e9cnico Grancolombiano"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Poliantea","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://journal.poligran.edu.co/index.php/poliantea/article/download/574/505","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5042313444","display_name":"Jos\u00e9 Pita Castelo","orcid":"https://orcid.org/0000-0003-3248-1139","observed_orcids":["https://orcid.org/0000-0003-3248-1139"]},"institutions":[{"id":"https://openalex.org/I6289922","display_name":"Universidade de Vigo","ror":"https://ror.org/05rdf8595","country_code":"ES","type":"education","lineage":["https://openalex.org/I6289922"]}],"countries":["ES"],"is_corresponding":false,"raw_author_name":"Jos\u00e9 Pita Castelo","raw_affiliation_strings":["Universidad de Vigo"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidad de Vigo","institution_ids":["https://openalex.org/I6289922"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5017963705","display_name":"Miguel Gonz\u00e1lez\u2010Loureiro","orcid":"https://orcid.org/0000-0002-4299-1995","observed_orcids":["https://orcid.org/0000-0002-4299-1995"]},"institutions":[{"id":"https://openalex.org/I6289922","display_name":"Universidade de Vigo","ror":"https://ror.org/05rdf8595","country_code":"ES","type":"education","lineage":["https://openalex.org/I6289922"]}],"countries":["ES"],"is_corresponding":false,"raw_author_name":"Miguel Gonz\u00e1lez-Loureiro","raw_affiliation_strings":["Universidad de Vigo"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidad de Vigo","institution_ids":["https://openalex.org/I6289922"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5100752705","display_name":"Jos\u00e9 Duarte Santos","orcid":"https://orcid.org/0000-0001-5815-4983","observed_orcids":["https://orcid.org/0000-0001-5815-4983"]},"institutions":[{"id":"https://openalex.org/I83863532","display_name":"Universidade T\u00e9cnica do Porto","ror":"https://ror.org/04988re48","country_code":"PT","type":"education","lineage":["https://openalex.org/I83863532"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Jos\u00e9 Duarte Santos","raw_affiliation_strings":["Instituto Polit\u00e9cnico do Porto"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Instituto Polit\u00e9cnico do Porto","institution_ids":["https://openalex.org/I83863532"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"10","issue":"19","first_page":"33","last_page":"57"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"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"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"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/T14183","display_name":"Banking Sector Performance and Management","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"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":0.0,"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/intangible-service-quality","display_name":"intangible service quality","score":0.6190000176429749},{"id":"https://openalex.org/keywords/tangible-service-quality","display_name":"tangible service quality","score":0.8870000243186951},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.921999990940094},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.7110000252723694},{"id":"https://openalex.org/keywords/bank-switching","display_name":"bank switching","score":0.6880000233650208},{"id":"https://openalex.org/keywords/retail-banking","display_name":"retail banking","score":0.7170000076293945},{"id":"https://openalex.org/keywords/service-quality-dimensions","display_name":"service quality dimensions","score":0.7730000019073486},{"id":"https://openalex.org/keywords/customer-dissatisfaction","display_name":"customer dissatisfaction","score":0.414000004529953}],"concepts":[{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.6658583879470825},{"id":"https://openalex.org/C15708023","wikidata":"https://www.wikidata.org/wiki/Q80083","display_name":"Humanities","level":1,"score":0.4809407591819763},{"id":"https://openalex.org/C142362112","wikidata":"https://www.wikidata.org/wiki/Q735","display_name":"Art","level":0,"score":0.1217484176158905}],"mesh":[],"locations_count":5,"locations":[{"id":"doi:10.15765/plnt.v10i19.574","doi":"https://doi.org/10.15765/plnt.v10i19.574","is_oa":true,"landing_page_url":"https://doi.org/10.15765/plnt.v10i19.574","pdf_url":"https://journal.poligran.edu.co/index.php/poliantea/article/download/574/505","source":{"id":"https://openalex.org/S4210227491","display_name":"POLIANTEA","issn_l":"1794-3159","issn":["1794-3159","2145-3101"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310318845","host_organization_name":"Instituci\u00f3n Universitaria Polit\u00e9cnico Grancolombiano","host_organization_lineage":["https://openalex.org/P4310318845"],"host_organization_lineage_names":["Instituci\u00f3n Universitaria Polit\u00e9cnico Grancolombiano"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Poliantea","raw_type":"journal-article"},{"id":"pmh:oai:alejandria.poligran.edu.co:10823/5945","doi":null,"is_oa":true,"landing_page_url":"https://journal.poligran.edu.co/index.php/poliantea/article/view/574","pdf_url":"https://revistas.poligran.edu.co/index.php/poliantea/article/download/574/505","source":{"id":"https://openalex.org/S7407055423","display_name":"Repositorio Comunidad Politecnico Grancolombiano","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"10.15765/plnt.v10i19","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:alejandria.poligran.edu.co:10823/9585","doi":null,"is_oa":true,"landing_page_url":"https://hdl.handle.net/10823/9585","pdf_url":null,"source":{"id":"https://openalex.org/S7407055423","display_name":"Repositorio Comunidad Politecnico Grancolombiano","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"10.15765/plnt.v10i19","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:dialnet.unirioja.es:ART0000792776","doi":null,"is_oa":false,"landing_page_url":"https://dialnet.unirioja.es/servlet/oaiart?codigo=5097578","pdf_url":null,"source":{"id":"https://openalex.org/S4306401293","display_name":"Dialnet (Universidad de la Rioja)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I168974976","host_organization_name":"Universidad de La Rioja","host_organization_lineage":["https://openalex.org/I168974976"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Poliantea, ISSN 1794-3159, Vol. 10, N\u00ba. 19, 2014 (Ejemplar dedicado a: Poliantea), pags. 33-57","raw_type":"text (article)"},{"id":"mag:2339230763","doi":null,"is_oa":false,"landing_page_url":"https://dialnet.unirioja.es/descarga/articulo/5097578.pdf","pdf_url":null,"source":{"id":"https://openalex.org/S4306401293","display_name":"Dialnet (Universidad de la Rioja)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I168974976","host_organization_name":"Universidad de La Rioja","host_organization_lineage":["https://openalex.org/I168974976"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"doi:10.15765/plnt.v10i19.574","doi":"https://doi.org/10.15765/plnt.v10i19.574","is_oa":true,"landing_page_url":"https://doi.org/10.15765/plnt.v10i19.574","pdf_url":"https://journal.poligran.edu.co/index.php/poliantea/article/download/574/505","source":{"id":"https://openalex.org/S4210227491","display_name":"POLIANTEA","issn_l":"1794-3159","issn":["1794-3159","2145-3101"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310318845","host_organization_name":"Instituci\u00f3n Universitaria Polit\u00e9cnico Grancolombiano","host_organization_lineage":["https://openalex.org/P4310318845"],"host_organization_lineage_names":["Instituci\u00f3n Universitaria Polit\u00e9cnico Grancolombiano"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Poliantea","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1495726076.pdf","grobid_xml":"https://content.openalex.org/works/W1495726076.grobid-xml"},"referenced_works_count":51,"referenced_works":["https://openalex.org/W35392515","https://openalex.org/W71549748","https://openalex.org/W81333920","https://openalex.org/W93059969","https://openalex.org/W95308850","https://openalex.org/W112678463","https://openalex.org/W115450024","https://openalex.org/W172410028","https://openalex.org/W1553243973","https://openalex.org/W1578958794","https://openalex.org/W1689771227","https://openalex.org/W1912811260","https://openalex.org/W1975369180","https://openalex.org/W1982057680","https://openalex.org/W1984225136","https://openalex.org/W1987804544","https://openalex.org/W1998393279","https://openalex.org/W2000475395","https://openalex.org/W2017328486","https://openalex.org/W2019442566","https://openalex.org/W2026368098","https://openalex.org/W2035151300","https://openalex.org/W2048489440","https://openalex.org/W2051894589","https://openalex.org/W2055409791","https://openalex.org/W2057852023","https://openalex.org/W2058651578","https://openalex.org/W2059284263","https://openalex.org/W2072015659","https://openalex.org/W2076429465","https://openalex.org/W2077492372","https://openalex.org/W2078144616","https://openalex.org/W2078967960","https://openalex.org/W2085860749","https://openalex.org/W2087106968","https://openalex.org/W2091019850","https://openalex.org/W2093679348","https://openalex.org/W2095058242","https://openalex.org/W2095427588","https://openalex.org/W2100206277","https://openalex.org/W2146631973","https://openalex.org/W2159306398","https://openalex.org/W2162653232","https://openalex.org/W2165344071","https://openalex.org/W2315549285","https://openalex.org/W2330796828","https://openalex.org/W2339773309","https://openalex.org/W3122155272","https://openalex.org/W3122668589","https://openalex.org/W4243157411","https://openalex.org/W4251653385"],"related_works":["https://openalex.org/W2339230763","https://openalex.org/W7218091701","https://openalex.org/W2144873424","https://openalex.org/W3201810984","https://openalex.org/W7120409590","https://openalex.org/W2913013532","https://openalex.org/W3011464961","https://openalex.org/W2120410364","https://openalex.org/W1969110137","https://openalex.org/W4205929037"],"abstract_inverted_index":{"This":[0,27],"article":[1],"presents":[2],"management":[3],"implications":[4],"regarding":[5,56],"the":[6,30,77,93,101],"change":[7,64,84],"of":[8,19,49,58,63,70,95],"bank":[9],"made":[10],"by":[11],"customers":[12],"belonging":[13],"to":[14,75,100,113],"detailed":[15,50],"banking.":[16],"Two":[17],"types":[18],"satisfaction":[20,82],"dimensions":[21,87],"are":[22],"identified:":[23],"tangible":[24,103],"and":[25,61,83],"intangible.":[26],"allows":[28],"analyzing":[29],"relevance":[31],"intangible":[32,96],"traits":[33],"have":[34],"on":[35,46],"loyalty.":[36],"For":[37],"this":[38],"reason,":[39],"we":[40],"carried":[41],"out":[42],"a":[43,110],"random":[44],"survey":[45],"384":[47],"users":[48],"banking":[51],"in":[52],"Spain,":[53],"asking":[54],"questions":[55],"quality":[57],"service,":[59],"satisfaction,":[60],"possibility":[62],"if":[65],"there":[66,79],"was":[67,73],"some":[68],"level":[69],"dissatisfaction.":[71],"It":[72],"possible":[74],"show":[76],"relationship":[78],"is":[80],"between":[81],"behavior.":[85],"The":[86,105],"used":[88],"go":[89],"into":[90],"detail":[91],"about":[92],"importance":[94],"aspects":[97],"with":[98,109],"respect":[99],"traditionally":[102],"ones.":[104],"former":[106],"provide":[107],"us":[108],"better":[111],"opportunity":[112],"foster":[114],"loyalty":[115],"among":[116],"customers.":[117]},"counts_by_year":[],"updated_date":"2026-11-08T12:12:28.789561","created_date":"2016-06-24T00:00:00"}
