{"id":"https://openalex.org/W2020652749","doi":"https://doi.org/10.1108/08876040410520681","title":"Consumers\u2019 resolution of credit card problems and exit behaviors","display_name":"Consumers\u2019 resolution of credit card problems and exit behaviors","publication_year":2004,"publication_date":"2004-01-01","ids":{"openalex":"https://openalex.org/W2020652749","doi":"https://doi.org/10.1108/08876040410520681","mag":"2020652749"},"language":"en","primary_location":{"id":"doi:10.1108/08876040410520681","doi":"https://doi.org/10.1108/08876040410520681","is_oa":false,"landing_page_url":"https://doi.org/10.1108/08876040410520681","pdf_url":null,"source":{"id":"https://openalex.org/S180851279","display_name":"Journal of Services Marketing","issn_l":"0887-6045","issn":["0887-6045","2054-1651"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","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 Services 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/A5070241166","display_name":"Jeanne M. Hogarth","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I2802905149","display_name":"Federal Reserve Board of Governors","ror":"https://ror.org/00v448643","country_code":"US","type":"government","lineage":["https://openalex.org/I1317239608","https://openalex.org/I2802905149"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Jeanne M. Hogarth","raw_affiliation_strings":["Program Manager, Consumer and Community Affairs, Federal Reserve Board, Washington, DC, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Program Manager, Consumer and Community Affairs, Federal Reserve Board, Washington, DC, USA","institution_ids":["https://openalex.org/I2802905149"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5030576102","display_name":"Marianne A. Hilgert","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I2802905149","display_name":"Federal Reserve Board of Governors","ror":"https://ror.org/00v448643","country_code":"US","type":"government","lineage":["https://openalex.org/I1317239608","https://openalex.org/I2802905149"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Marianne A. Hilgert","raw_affiliation_strings":["Research Assistant, Consumer and Community Affairs, Federal Reserve Board, Washington, DC, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Research Assistant, Consumer and Community Affairs, Federal Reserve Board, Washington, DC, USA","institution_ids":["https://openalex.org/I2802905149"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5083759589","display_name":"Jane Kolodinsky","orcid":"https://orcid.org/0000-0001-7322-0889","observed_orcids":["https://orcid.org/0000-0001-7322-0889"]},"institutions":[{"id":"https://openalex.org/I111236770","display_name":"University of Vermont","ror":"https://ror.org/0155zta11","country_code":"US","type":"education","lineage":["https://openalex.org/I111236770"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Jane M. Kolodinsky","raw_affiliation_strings":["Professor, Community Development and Applied Economics, at University of Vermont, Burlington, Vermont, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Professor, Community Development and Applied Economics, at University of Vermont, Burlington, Vermont, USA","institution_ids":["https://openalex.org/I111236770"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.1662,"has_fulltext":false,"cited_by_count":16,"citation_normalized_percentile":{"value":0.89564583,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"18","issue":"1","first_page":"19","last_page":"34"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9990000128746033,"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":0.9990000128746033,"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":0.00019999999494757503,"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/T14244","display_name":"Consumer Behavior and Marketing Influence","score":9.999999747378752e-05,"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/exit-behavior","display_name":"exit behavior","score":0.7400000095367432},{"id":"https://openalex.org/keywords/customer-dissatisfaction","display_name":"customer dissatisfaction","score":0.6290000081062317},{"id":"https://openalex.org/keywords/credit-card-companies","display_name":"credit card companies","score":0.5149999856948853},{"id":"https://openalex.org/keywords/customer-complaint-handling","display_name":"complaint handling","score":0.5170000195503235},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.3449999988079071},{"id":"https://openalex.org/keywords/attribution","display_name":"attribution","score":0.4449999928474426},{"id":"https://openalex.org/keywords/marital-status","display_name":"marital status","score":0.8130000233650208},{"id":"https://openalex.org/keywords/race","display_name":"race","score":0.6840000152587891},{"id":"https://openalex.org/keywords/financial-institutions","display_name":"financial institutions","score":0.4569999873638153}],"concepts":[{"id":"https://openalex.org/C2983355114","wikidata":"https://www.wikidata.org/wiki/Q161380","display_name":"Credit card","level":3,"score":0.7899759411811829},{"id":"https://openalex.org/C138268822","wikidata":"https://www.wikidata.org/wiki/Q1051925","display_name":"Resolution (logic)","level":2,"score":0.550638735294342},{"id":"https://openalex.org/C81749938","wikidata":"https://www.wikidata.org/wiki/Q3307525","display_name":"Chargeback","level":5,"score":0.535565972328186},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5140272378921509},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.38993826508522034},{"id":"https://openalex.org/C174957148","wikidata":"https://www.wikidata.org/wiki/Q5183765","display_name":"Credit card interest","level":4,"score":0.3663703203201294},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.17496904730796814},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.14367464184761047},{"id":"https://openalex.org/C145097563","wikidata":"https://www.wikidata.org/wiki/Q1148747","display_name":"Payment","level":2,"score":0.1053781509399414}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/08876040410520681","doi":"https://doi.org/10.1108/08876040410520681","is_oa":false,"landing_page_url":"https://doi.org/10.1108/08876040410520681","pdf_url":null,"source":{"id":"https://openalex.org/S180851279","display_name":"Journal of Services Marketing","issn_l":"0887-6045","issn":["0887-6045","2054-1651"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","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 Services Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"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":41,"referenced_works":["https://openalex.org/W602433299","https://openalex.org/W1542058242","https://openalex.org/W1574378514","https://openalex.org/W1751753181","https://openalex.org/W1968828380","https://openalex.org/W1971461319","https://openalex.org/W1973519717","https://openalex.org/W1974916982","https://openalex.org/W1979907230","https://openalex.org/W1983225075","https://openalex.org/W1994051841","https://openalex.org/W1997223225","https://openalex.org/W2001916972","https://openalex.org/W2003516988","https://openalex.org/W2011677878","https://openalex.org/W2019489722","https://openalex.org/W2040246232","https://openalex.org/W2041095818","https://openalex.org/W2047562908","https://openalex.org/W2051391961","https://openalex.org/W2051527059","https://openalex.org/W2060482351","https://openalex.org/W2061462889","https://openalex.org/W2069873412","https://openalex.org/W2070054856","https://openalex.org/W2077397053","https://openalex.org/W2083357756","https://openalex.org/W2088934543","https://openalex.org/W2089314759","https://openalex.org/W2093776660","https://openalex.org/W2143692823","https://openalex.org/W2161485944","https://openalex.org/W2171561150","https://openalex.org/W2234232270","https://openalex.org/W2316552461","https://openalex.org/W2323134652","https://openalex.org/W2324588862","https://openalex.org/W2414775570","https://openalex.org/W2417223405","https://openalex.org/W2625067289","https://openalex.org/W2975824187"],"related_works":["https://openalex.org/W2336424778","https://openalex.org/W1526380974","https://openalex.org/W2740973180","https://openalex.org/W2263563953","https://openalex.org/W2020538994","https://openalex.org/W1974916982","https://openalex.org/W2155291667","https://openalex.org/W4389288681","https://openalex.org/W1542281428","https://openalex.org/W568532208"],"abstract_inverted_index":{"Abstract":[0],"Using":[1],"data":[2],"from":[3],"the":[4,20,28,37,42,75],"Survey":[5],"of":[6,22,30,36,79],"Consumers,":[7],"this":[8],"study":[9],"focuses":[10],"on":[11],"consumer's":[12],"resolution":[13],"efforts":[14],"with":[15,41,47,69],"credit":[16,33,83,107],"card":[17,34,108],"problems":[18,80,118],"and":[19,85,113,119],"likelihood":[21],"\"exiting\"":[23],"\u2013":[24],"that":[25],"is,":[26],"discontinuing":[27],"use":[29],"a":[31,48],"given":[32],"or":[35],"financial":[38],"institution":[39],"associated":[40,68],"card.":[43],"Among":[44],"all":[45,88],"households":[46],"problem,":[49,59],"nearly":[50],"two\u2010thirds":[51],"(63":[52],"percent)":[53,64],"were":[54,93,99],"able":[55],"to":[56,82,95,104,111],"resolve":[57,96,120],"their":[58,97,116,121],"while":[60],"over":[61],"half":[62,101],"(55":[63],"exited.":[65],"Exit":[66],"was":[67],"marital":[70],"status,":[71],"race,":[72],"how":[73],"dissatisfied":[74],"consumer":[76],"was,":[77],"number":[78],"related":[81],"cards,":[84],"attribution.":[86],"Holding":[87],"else":[89],"constant,":[90],"consumers":[91],"who":[92],"likely":[94,103],"problem":[98],"only":[100],"as":[102],"exit.":[105],"Thus,":[106],"companies":[109],"need":[110],"carefully":[112],"quickly":[114],"address":[115],"customers'":[117],"complaints.":[122]},"counts_by_year":[{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":3},{"year":2015,"cited_by_count":4},{"year":2013,"cited_by_count":1}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}
