{"id":"https://openalex.org/W2035506643","doi":"https://doi.org/10.1108/jcm-03-2013-0499","title":"Marketing at the bottom of the pyramid: service quality sensitivity of captive microfinance borrowers","display_name":"Marketing at the bottom of the pyramid: service quality sensitivity of captive microfinance borrowers","publication_year":2013,"publication_date":"2013-10-28","ids":{"openalex":"https://openalex.org/W2035506643","doi":"https://doi.org/10.1108/jcm-03-2013-0499","mag":"2035506643"},"language":"en","primary_location":{"id":"doi:10.1108/jcm-03-2013-0499","doi":"https://doi.org/10.1108/jcm-03-2013-0499","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jcm-03-2013-0499","pdf_url":null,"source":{"id":"https://openalex.org/S165789823","display_name":"Journal of Consumer Marketing","issn_l":"0736-3761","issn":["0736-3761","2052-1200"],"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/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 Consumer 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/A5025145123","display_name":"Saju Jose","orcid":"https://orcid.org/0000-0002-1900-7785","observed_orcids":["https://orcid.org/0000-0002-1900-7785"]},"institutions":[{"id":"https://openalex.org/I117222138","display_name":"Abu Dhabi University","ror":"https://ror.org/01r3kjq03","country_code":"AE","type":"education","lineage":["https://openalex.org/I117222138"]}],"countries":["AE"],"is_corresponding":false,"raw_author_name":"Saju Jose","raw_affiliation_strings":["Abu Dhabi University, Abu Dhabi, United Arab Emirates"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Abu Dhabi University, Abu Dhabi, United Arab Emirates","institution_ids":["https://openalex.org/I117222138"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5052050744","display_name":"Frederick Robert Buchanan","orcid":"https://orcid.org/0000-0002-1542-256X","observed_orcids":["https://orcid.org/0000-0002-1542-256X"]},"institutions":[{"id":"https://openalex.org/I117222138","display_name":"Abu Dhabi University","ror":"https://ror.org/01r3kjq03","country_code":"AE","type":"education","lineage":["https://openalex.org/I117222138"]}],"countries":["AE"],"is_corresponding":false,"raw_author_name":"F. Robert Buchanan","raw_affiliation_strings":["Abu Dhabi University, Abu Dhabi, United Arab Emirates"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Abu Dhabi University, Abu Dhabi, United Arab Emirates","institution_ids":["https://openalex.org/I117222138"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I117222138"],"apc_list":null,"apc_paid":null,"fwci":1.3661,"has_fulltext":false,"cited_by_count":15,"citation_normalized_percentile":{"value":0.86863665,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":97},"biblio":{"volume":"30","issue":"7","first_page":"573","last_page":"582"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8916000127792358,"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":0.8916000127792358,"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/T10987","display_name":"Microfinance and Financial Inclusion","score":0.06840000301599503,"subfield":{"id":"https://openalex.org/subfields/2002","display_name":"Economics and Econometrics"},"field":{"id":"https://openalex.org/fields/20","display_name":"Economics, Econometrics and Finance"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12786","display_name":"Innovation and Socioeconomic Development","score":0.027000000700354576,"subfield":{"id":"https://openalex.org/subfields/1403","display_name":"Business and International 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/bottom-of-the-pyramid","display_name":"bottom of the pyramid","score":0.9039999842643738},{"id":"https://openalex.org/keywords/microfinance-borrowers","display_name":"microfinance borrowers","score":0.9039999842643738},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8090000152587891},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9129999876022339},{"id":"https://openalex.org/keywords/corporate-social-responsibility","display_name":"corporate social responsibility","score":0.8980000019073486},{"id":"https://openalex.org/keywords/purchase-intention","display_name":"purchase intention","score":0.9110000133514404},{"id":"https://openalex.org/keywords/employee-commitment","display_name":"employee commitment","score":0.5989999771118164},{"id":"https://openalex.org/keywords/informational-support","display_name":"information support","score":0.9100000262260437},{"id":"https://openalex.org/keywords/working-poor","display_name":"working poor","score":0.7459999918937683}],"concepts":[{"id":"https://openalex.org/C28129649","wikidata":"https://www.wikidata.org/wiki/Q926217","display_name":"Microfinance","level":2,"score":0.9508789777755737},{"id":"https://openalex.org/C2779575352","wikidata":"https://www.wikidata.org/wiki/Q809829","display_name":"Bottom of the pyramid","level":2,"score":0.7535619735717773},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7496011257171631},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7259067296981812},{"id":"https://openalex.org/C141261163","wikidata":"https://www.wikidata.org/wiki/Q218600","display_name":"Corporate social responsibility","level":2,"score":0.6252410411834717},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.5824891924858093},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5761919617652893},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.5394120812416077},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5381942391395569},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5332481861114502},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.5134023427963257},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.498121976852417},{"id":"https://openalex.org/C85973986","wikidata":"https://www.wikidata.org/wiki/Q1091731","display_name":"Exploratory research","level":2,"score":0.45811811089515686},{"id":"https://openalex.org/C2778755073","wikidata":"https://www.wikidata.org/wiki/Q10858537","display_name":"Scale (ratio)","level":2,"score":0.41227734088897705},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.18499383330345154},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.16413599252700806},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.1553879976272583},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.12248289585113525},{"id":"https://openalex.org/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.0970284640789032},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","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/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C19165224","wikidata":"https://www.wikidata.org/wiki/Q23404","display_name":"Anthropology","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/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/jcm-03-2013-0499","doi":"https://doi.org/10.1108/jcm-03-2013-0499","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jcm-03-2013-0499","pdf_url":null,"source":{"id":"https://openalex.org/S165789823","display_name":"Journal of Consumer Marketing","issn_l":"0736-3761","issn":["0736-3761","2052-1200"],"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/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 Consumer Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.48510000109672546,"id":"https://metadata.un.org/sdg/8","display_name":"Decent work and economic growth"},{"score":0.41670000553131104,"id":"https://metadata.un.org/sdg/1","display_name":"No poverty"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":49,"referenced_works":["https://openalex.org/W220683479","https://openalex.org/W283049203","https://openalex.org/W617183214","https://openalex.org/W1505999675","https://openalex.org/W1527165181","https://openalex.org/W1572370639","https://openalex.org/W1576848731","https://openalex.org/W1579041814","https://openalex.org/W1586144370","https://openalex.org/W1967574258","https://openalex.org/W1972368754","https://openalex.org/W2007780338","https://openalex.org/W2009073950","https://openalex.org/W2013106596","https://openalex.org/W2023991906","https://openalex.org/W2027796175","https://openalex.org/W2045427645","https://openalex.org/W2066166235","https://openalex.org/W2069680928","https://openalex.org/W2070371059","https://openalex.org/W2072704906","https://openalex.org/W2080337359","https://openalex.org/W2090266480","https://openalex.org/W2092007334","https://openalex.org/W2093446725","https://openalex.org/W2093697759","https://openalex.org/W2097829847","https://openalex.org/W2098362615","https://openalex.org/W2101230886","https://openalex.org/W2104673010","https://openalex.org/W2111256197","https://openalex.org/W2130090893","https://openalex.org/W2136328904","https://openalex.org/W2136961779","https://openalex.org/W2138384227","https://openalex.org/W2138887505","https://openalex.org/W2158786704","https://openalex.org/W2159674550","https://openalex.org/W2169355506","https://openalex.org/W2170828617","https://openalex.org/W2235267957","https://openalex.org/W2342357798","https://openalex.org/W2908714538","https://openalex.org/W3121900324","https://openalex.org/W3126090267","https://openalex.org/W4233281086","https://openalex.org/W4233770187","https://openalex.org/W4238757406","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W4407260594","https://openalex.org/W1553870908","https://openalex.org/W2166833878","https://openalex.org/W3196597929","https://openalex.org/W2109841412","https://openalex.org/W3149953789","https://openalex.org/W2181808389","https://openalex.org/W7220253165","https://openalex.org/W2794276611","https://openalex.org/W2582437689"],"abstract_inverted_index":{"Purpose":[0],"\u2013":[1,28,54,95,143],"The":[2],"aim":[3],"of":[4,20,40,62,91,117,140,154,163,192],"this":[5],"paper":[6],"is":[7,147,185],"to":[8,76,89,100,109,128,137,180,189],"survey":[9,39],"the":[10,58,83,107,118,152,155,161],"working":[11],"poor":[12,97],"who":[13],"are":[14,166,178],"microfinance":[15,59,176],"borrowers,":[16],"examining":[17,149],"their":[18,138,190],"perceptions":[19,90,139,191],"customer":[21,129,181],"satisfaction":[22],"and":[23,51,67,115,165],"corporate":[24],"social":[25],"responsibility.":[26],"Design/methodology/approach":[27],"Validated":[29],"scale":[30],"measures":[31],"were":[32,72,126],"presented":[33],"in":[34],"a":[35],"cross-sectional":[36],"field":[37],"study":[38],"201":[41],"respondents.":[42],"OLS":[43],"regression":[44],"was":[45,86,133],"used":[46],"after":[47],"determining":[48],"factor":[49],"loadings":[50],"reliabilities.":[52],"Findings":[53],"Customer":[55],"dissatisfaction":[56,68,81],"with":[57,69,173],"product,":[60],"lack":[61],"commitment":[63],"from":[64,160],"lender's":[65],"staff,":[66],"informational":[70],"support,":[71],"all":[73],"significantly":[74,87,135,187],"related":[75,88,136,188],"future":[77],"purchase":[78],"intentions.":[79],"Only":[80],"toward":[82],"firm's":[84,119],"people":[85],"CSR.":[92,123,141,193],"Practical":[93],"implications":[94],"Dissatisfied":[96],"would":[98],"prefer":[99],"buy":[101],"elsewhere,":[102],"even":[103],"if":[104],"they":[105],"find":[106],"seller":[108],"be":[110],"socially":[111],"responsible.":[112],"However,":[113],"attitudes":[114],"behaviors":[116],"agents":[120],"convey":[121],"low":[122],"Microfinance":[124],"customers":[125,172],"sensitive":[127,179],"service.":[130,182],"Service":[131],"quality":[132],"also":[134,186],"Originality/value":[142],"This":[144,183],"exploratory":[145],"research":[146],"novel,":[148],"stakeholders":[150],"at":[151],"bottom":[153],"pyramid.":[156],"Indian":[157],"respondents":[158],"came":[159],"origins":[162],"microfinance,":[164],"seldom":[167],"sampled.":[168],"Despite":[169],"being":[170],"captive":[171],"few":[174],"alternatives,":[175],"borrowers":[177],"service":[184]},"counts_by_year":[{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":3},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2015,"cited_by_count":2}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}
