{"id":"https://openalex.org/W2007404652","doi":"https://doi.org/10.1016/s1441-3582(99)70208-9","title":"Word-Of-Mouth Referrals in the Domain of Relationship Marketing","display_name":"Word-Of-Mouth Referrals in the Domain of Relationship Marketing","publication_year":1999,"publication_date":"1999-06-01","ids":{"openalex":"https://openalex.org/W2007404652","doi":"https://doi.org/10.1016/s1441-3582(99)70208-9","mag":"2007404652"},"language":"en","primary_location":{"id":"doi:10.1016/s1441-3582(99)70208-9","doi":"https://doi.org/10.1016/s1441-3582(99)70208-9","is_oa":false,"landing_page_url":"https://doi.org/10.1016/s1441-3582(99)70208-9","pdf_url":null,"source":{"id":"https://openalex.org/S11782782","display_name":"Australasian Marketing Journal (AMJ)","issn_l":"1441-3582","issn":["1441-3582","1839-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-scientific","cwts-core","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Australasian Marketing Journal","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/A5040914567","display_name":"Kirsti Lindberg-Repo","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I5085271","display_name":"Hanken School of Economics","ror":"https://ror.org/026086s92","country_code":"FI","type":"education","lineage":["https://openalex.org/I5085271"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Kirsti Lindberg-Repo","raw_affiliation_strings":["HANKEN Swedish School of Economics, Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"HANKEN Swedish School of Economics, Finland","institution_ids":["https://openalex.org/I5085271"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5089373138","display_name":"Christian Gr\u00f6nroos","orcid":"https://orcid.org/0000-0003-0720-8819","observed_orcids":["https://orcid.org/0000-0003-0720-8819"]},"institutions":[{"id":"https://openalex.org/I5085271","display_name":"Hanken School of Economics","ror":"https://ror.org/026086s92","country_code":"FI","type":"education","lineage":["https://openalex.org/I5085271"]}],"countries":["FI"],"is_corresponding":true,"raw_author_name":"Christian Gr\u00f6nroos","raw_affiliation_strings":["HANKEN Swedish School of Economics, Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"HANKEN Swedish School of Economics, Finland","institution_ids":["https://openalex.org/I5085271"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5089373138"],"corresponding_institution_ids":["https://openalex.org/I5085271"],"apc_list":{"value":3900,"currency":"USD","value_usd":3900},"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":18,"citation_normalized_percentile":{"value":0.34416496,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"7","issue":"1","first_page":"109","last_page":"117"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.989300012588501,"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":0.989300012588501,"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/T10609","display_name":"Digital Marketing and Social Media","score":0.008500000461935997,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.000699999975040555,"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/word-of-mouth-recommendation","display_name":"word-of-mouth recommendation","score":0.8550000190734863},{"id":"https://openalex.org/keywords/relationship-marketing","display_name":"relationship marketing","score":0.9300000071525574},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.7319999933242798},{"id":"https://openalex.org/keywords/hospitality-services","display_name":"hospitality services","score":0.9869999885559082}],"concepts":[{"id":"https://openalex.org/C77513098","wikidata":"https://www.wikidata.org/wiki/Q209722","display_name":"Cognitive dissonance","level":2,"score":0.9079549312591553},{"id":"https://openalex.org/C137913393","wikidata":"https://www.wikidata.org/wiki/Q15737157","display_name":"Word of mouth","level":2,"score":0.8568679094314575},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.628876268863678},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.5369951725006104},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.49654561281204224},{"id":"https://openalex.org/C169900460","wikidata":"https://www.wikidata.org/wiki/Q2200417","display_name":"Cognition","level":2,"score":0.491863489151001},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.49014291167259216},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.435413122177124},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.42864909768104553},{"id":"https://openalex.org/C2775899829","wikidata":"https://www.wikidata.org/wiki/Q3109007","display_name":"Globe","level":2,"score":0.41916167736053467},{"id":"https://openalex.org/C85973986","wikidata":"https://www.wikidata.org/wiki/Q1091731","display_name":"Exploratory research","level":2,"score":0.41008085012435913},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.40950995683670044},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.2906649708747864},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.26114392280578613},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.24816906452178955},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.1286924183368683},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.12475922703742981},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.076703280210495},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1016/s1441-3582(99)70208-9","doi":"https://doi.org/10.1016/s1441-3582(99)70208-9","is_oa":false,"landing_page_url":"https://doi.org/10.1016/s1441-3582(99)70208-9","pdf_url":null,"source":{"id":"https://openalex.org/S11782782","display_name":"Australasian Marketing Journal (AMJ)","issn_l":"1441-3582","issn":["1441-3582","1839-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-scientific","cwts-core","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Australasian Marketing Journal","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":34,"referenced_works":["https://openalex.org/W166398305","https://openalex.org/W288850694","https://openalex.org/W339389187","https://openalex.org/W601757533","https://openalex.org/W1517701247","https://openalex.org/W1542930337","https://openalex.org/W1544904307","https://openalex.org/W1574378514","https://openalex.org/W1964370849","https://openalex.org/W1966114254","https://openalex.org/W1982334980","https://openalex.org/W1995956935","https://openalex.org/W2002875385","https://openalex.org/W2024618350","https://openalex.org/W2029637601","https://openalex.org/W2036543051","https://openalex.org/W2038125955","https://openalex.org/W2043453086","https://openalex.org/W2043490517","https://openalex.org/W2049362416","https://openalex.org/W2053583812","https://openalex.org/W2053720416","https://openalex.org/W2059179344","https://openalex.org/W2078831478","https://openalex.org/W2099594827","https://openalex.org/W2153906047","https://openalex.org/W2268464273","https://openalex.org/W2482497309","https://openalex.org/W2608560640","https://openalex.org/W2736942778","https://openalex.org/W2786492582","https://openalex.org/W2992158480","https://openalex.org/W4251712721","https://openalex.org/W4300107936"],"related_works":["https://openalex.org/W793614010","https://openalex.org/W2625232019","https://openalex.org/W1531764373","https://openalex.org/W1858664201","https://openalex.org/W1985908503","https://openalex.org/W7058129702","https://openalex.org/W2893617037","https://openalex.org/W2915935679","https://openalex.org/W1481980876","https://openalex.org/W2404427794"],"abstract_inverted_index":{"This":[0],"article":[1],"presents":[2],"the":[3,30,38,51,106,110,113,131,138],"results":[4,119],"of":[5,40,50,80,92,120],"an":[6],"exploratory":[7],"study":[8,82],"which":[9,136],"aimed":[10],"to":[11,44,96],"develop":[12],"a":[13,21,85,126],"new":[14,86],"framework":[15,87,128],"for":[16,88],"understanding":[17],"post-purchase":[18,100],"word-of-mouth":[19,27,72,90,107],"in":[20,29,59,105,125,135],"relationship":[22,31,111,132],"context.":[23],"New":[24],"insights":[25],"into":[26],"communication":[28,73,91,108],"context":[32],"were":[33,83],"also":[34],"attempted":[35],"by":[36,71],"applying":[37],"concept":[39],"post-decisional":[41],"cognitive":[42,75,101],"dissonance":[43,102],"this":[45,81,121],"framework.":[46],"The":[47,77,118],"empirical":[48],"focus":[49],"research":[52,122],"was":[53],"on":[54],"high-involvement":[55],"hospitality":[56],"service":[57,114],"processes":[58],"North":[60],"America":[61],"as":[62],"it":[63],"is":[64,103,116],"argued":[65],"that":[66],"these":[67],"services":[68],"are":[69,123,141],"influenced":[70],"and":[74,95,144],"dissonance.":[76],"dual":[78],"objectives":[79],"developing":[84],"studying":[89],"loyal":[93],"customers,":[94],"find":[97],"out":[98],"if":[99],"reflected":[104],"once":[109],"with":[112],"provider":[115],"established.":[117],"presented":[124],"holistic":[127],"we":[129],"call":[130],"communications":[133],"globe,":[134],"all":[137],"related":[139],"concepts":[140],"connected":[142],"theoretically":[143],"empirically.":[145]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2022,"cited_by_count":2},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":3},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":1},{"year":2012,"cited_by_count":1}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2016-06-24T00:00:00"}
