{"id":"https://openalex.org/W2015536632","doi":"https://doi.org/10.1080/0965254x.2013.790468","title":"Consequences of customer advocacy","display_name":"Consequences of customer advocacy","publication_year":2013,"publication_date":"2013-05-17","ids":{"openalex":"https://openalex.org/W2015536632","doi":"https://doi.org/10.1080/0965254x.2013.790468","mag":"2015536632"},"language":"en","primary_location":{"id":"doi:10.1080/0965254x.2013.790468","doi":"https://doi.org/10.1080/0965254x.2013.790468","is_oa":false,"landing_page_url":"https://doi.org/10.1080/0965254x.2013.790468","pdf_url":null,"source":{"id":"https://openalex.org/S43415676","display_name":"Journal of Strategic Marketing","issn_l":"0965-254X","issn":["0965-254X","1466-4488"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-70","russia-white-list-1"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Strategic Marketing","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/A5003086025","display_name":"Sanjit Kumar Roy","orcid":"https://orcid.org/0000-0003-4932-2222","observed_orcids":["https://orcid.org/0000-0003-4932-2222"]},"institutions":[{"id":"https://openalex.org/I73417466","display_name":"Coventry University","ror":"https://ror.org/01tgmhj36","country_code":"GB","type":"education","lineage":["https://openalex.org/I73417466"]}],"countries":["GB"],"is_corresponding":true,"raw_author_name":"Sanjit Kumar Roy","raw_affiliation_strings":["Marketing & Advertising, Coventry University, Coventry, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Marketing & Advertising, Coventry University, Coventry, UK","institution_ids":["https://openalex.org/I73417466"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5003086025"],"corresponding_institution_ids":["https://openalex.org/I73417466"],"apc_list":null,"apc_paid":null,"fwci":6.8391,"has_fulltext":false,"cited_by_count":57,"citation_normalized_percentile":{"value":0.95984272,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"21","issue":"3","first_page":"260","last_page":"276"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9970999956130981,"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":0.9970999956130981,"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/T11114","display_name":"Service and Product Innovation","score":0.0010999999940395355,"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/T10609","display_name":"Digital Marketing and Social Media","score":0.0008999999845400453,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"customer advocacy","score":1.0},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.9200000166893005},{"id":"https://openalex.org/keywords/word-of-mouth","display_name":"word of mouth","score":0.984000027179718},{"id":"https://openalex.org/keywords/consumer-trust","display_name":"consumer trust","score":0.6470000147819519},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.6909999847412109},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.6740000247955322},{"id":"https://openalex.org/keywords/customer-provider-relationships","display_name":"customer-provider relationships","score":0.7110000252723694},{"id":"https://openalex.org/keywords/market-orientation","display_name":"market orientation","score":0.800000011920929},{"id":"https://openalex.org/keywords/customer-orientation","display_name":"customer orientation","score":0.9290000200271606}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7846565246582031},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.6645820140838623},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.660179615020752},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5812355279922485},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5757476091384888},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.5654299855232239},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.5579450130462646},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.48184287548065186},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.4678415060043335},{"id":"https://openalex.org/C2776035688","wikidata":"https://www.wikidata.org/wiki/Q1606558","display_name":"Affect (linguistics)","level":2,"score":0.4511208236217499},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.449311226606369},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.4452635645866394},{"id":"https://openalex.org/C137913393","wikidata":"https://www.wikidata.org/wiki/Q15737157","display_name":"Word of mouth","level":2,"score":0.43377017974853516},{"id":"https://openalex.org/C166052673","wikidata":"https://www.wikidata.org/wiki/Q83021","display_name":"Empirical evidence","level":2,"score":0.4315245449542999},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.42671698331832886},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4153628647327423},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.10443323850631714},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.07537463307380676},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","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/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1080/0965254x.2013.790468","doi":"https://doi.org/10.1080/0965254x.2013.790468","is_oa":false,"landing_page_url":"https://doi.org/10.1080/0965254x.2013.790468","pdf_url":null,"source":{"id":"https://openalex.org/S43415676","display_name":"Journal of Strategic Marketing","issn_l":"0965-254X","issn":["0965-254X","1466-4488"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-70","russia-white-list-1"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Strategic Marketing","raw_type":"journal-article"},{"id":"pmh:oai:pure.atira.dk:publications/cc8393de-8bec-432f-bd37-71074ad22879","doi":null,"is_oa":false,"landing_page_url":"https://research-repository.uwa.edu.au/en/publications/cc8393de-8bec-432f-bd37-71074ad22879","pdf_url":null,"source":{"id":"https://openalex.org/S4306402492","display_name":"UWA Profiles and Research Repository (UWA)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I177877127","host_organization_name":"The University of Western Australia","host_organization_lineage":["https://openalex.org/I177877127"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Roy, S 2013, 'Consequences of customer advocacy', Journal of Strategic Marketing, vol. 21, no. 3, pp. 260-276. https://doi.org/10.1080/0965254X.2013.790468","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":71,"referenced_works":["https://openalex.org/W171687221","https://openalex.org/W1481122935","https://openalex.org/W1481230954","https://openalex.org/W1689771227","https://openalex.org/W1917304459","https://openalex.org/W1963805448","https://openalex.org/W1966362473","https://openalex.org/W1968399593","https://openalex.org/W1971440513","https://openalex.org/W1973687016","https://openalex.org/W1978817606","https://openalex.org/W1983883977","https://openalex.org/W1991305482","https://openalex.org/W1991623719","https://openalex.org/W1992235500","https://openalex.org/W1996154464","https://openalex.org/W1996812234","https://openalex.org/W2000596557","https://openalex.org/W2001623341","https://openalex.org/W2001916972","https://openalex.org/W2005950401","https://openalex.org/W2006153161","https://openalex.org/W2008657779","https://openalex.org/W2010812063","https://openalex.org/W2015781393","https://openalex.org/W2018713904","https://openalex.org/W2023550987","https://openalex.org/W2031114635","https://openalex.org/W2034344340","https://openalex.org/W2035303902","https://openalex.org/W2037710531","https://openalex.org/W2046356512","https://openalex.org/W2047491386","https://openalex.org/W2058071382","https://openalex.org/W2068370738","https://openalex.org/W2073737521","https://openalex.org/W2073978395","https://openalex.org/W2083050490","https://openalex.org/W2085086200","https://openalex.org/W2090737755","https://openalex.org/W2096512731","https://openalex.org/W2099404189","https://openalex.org/W2099582074","https://openalex.org/W2102467277","https://openalex.org/W2112562395","https://openalex.org/W2115612291","https://openalex.org/W2121329425","https://openalex.org/W2129830692","https://openalex.org/W2134591614","https://openalex.org/W2137247419","https://openalex.org/W2139041217","https://openalex.org/W2150134970","https://openalex.org/W2153052840","https://openalex.org/W2158786704","https://openalex.org/W2160394127","https://openalex.org/W2204028630","https://openalex.org/W2322707639","https://openalex.org/W2323132578","https://openalex.org/W2333057539","https://openalex.org/W2992352476","https://openalex.org/W3027506207","https://openalex.org/W3122585423","https://openalex.org/W3126090267","https://openalex.org/W3157407122","https://openalex.org/W4235678817","https://openalex.org/W4243667233","https://openalex.org/W4256346100","https://openalex.org/W4285719527","https://openalex.org/W4295063741","https://openalex.org/W4297081765","https://openalex.org/W4301352023"],"related_works":["https://openalex.org/W2315420006","https://openalex.org/W2039260541","https://openalex.org/W1146287743","https://openalex.org/W2010760330","https://openalex.org/W2021727601","https://openalex.org/W6964729379","https://openalex.org/W3003599622","https://openalex.org/W2737874959","https://openalex.org/W2992352476","https://openalex.org/W3004928872"],"abstract_inverted_index":{"The":[0],"purpose":[1],"of":[2,14,69],"this":[3,32],"research":[4],"is":[5,54,88],"to":[6,35,90],"provide":[7],"empirical":[8],"evidence":[9,53],"for":[10,56,65],"a":[11,61,128],"key":[12],"driver":[13],"the":[15,25,36,57,66,92,106,115,132,138],"close":[16],"relationship":[17],"between":[18],"customers":[19,116,123],"and":[20,28,47,78,117,126],"service":[21,62,83,98,133,139],"providers.":[22,84],"Rooted":[23],"in":[24],"market":[26],"orientation":[27,30],"customer":[29,107],"literature":[31,37],"paper":[33],"contributes":[34],"by":[38,44,48,104],"operationalising":[39],"\u2018customer":[40],"advocacy\u2019":[41],"as":[42],"proposed":[43,93],"Urban":[45],"(2004)":[46],"identifying":[49],"its":[50,70],"consequences.":[51],"Empirical":[52],"provided":[55],"fact":[58],"that":[59,97],"if":[60,122],"company":[63],"advocates":[64],"best":[67],"interests":[68],"customers,":[71],"they":[72,135],"will":[73,136],"reciprocate":[74],"with":[75,114],"stronger":[76],"loyalty":[77],"spreading":[79],"positive":[80,129],"word-of-mouth":[81],"about":[82],"Structural":[85],"equation":[86],"modelling":[87],"used":[89],"test":[91],"hypotheses.":[94],"Findings":[95],"suggest":[96],"companies":[99],"can":[100],"build":[101],"customers'":[102],"trust":[103],"adopting":[105],"advocacy":[108],"strategy":[109],"through":[110],"establishing":[111],"mutual":[112],"dialogue":[113],"providing":[118],"quality":[119],"services.":[120],"Finally":[121],"are":[124],"satisfied":[125],"hold":[127],"affect":[130],"towards":[131],"provider,":[134],"advocate":[137],"provider":[140],"amongst":[141],"their":[142],"peers.":[143]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":4},{"year":2023,"cited_by_count":7},{"year":2022,"cited_by_count":6},{"year":2021,"cited_by_count":9},{"year":2020,"cited_by_count":5},{"year":2019,"cited_by_count":7},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":3},{"year":2015,"cited_by_count":4},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":1}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}
