{"id":"https://openalex.org/W2051932288","doi":"https://doi.org/10.1108/08876040710746516","title":"Customer orientation, relationship quality, and relational benefits to the firm","display_name":"Customer orientation, relationship quality, and relational benefits to the firm","publication_year":2007,"publication_date":"2007-05-29","ids":{"openalex":"https://openalex.org/W2051932288","doi":"https://doi.org/10.1108/08876040710746516","mag":"2051932288"},"language":"en","primary_location":{"id":"doi:10.1108/08876040710746516","doi":"https://doi.org/10.1108/08876040710746516","is_oa":false,"landing_page_url":"https://doi.org/10.1108/08876040710746516","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/A5052040167","display_name":"Gerrard Macintosh","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I57328836","display_name":"North Dakota State University","ror":"https://ror.org/05h1bnb22","country_code":"US","type":"education","lineage":["https://openalex.org/I57328836"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Gerrard Macintosh","raw_affiliation_strings":["College of Business, North Dakota State University, Fargo, North Dakota, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business, North Dakota State University, Fargo, North Dakota, USA","institution_ids":["https://openalex.org/I57328836"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5052040167"],"corresponding_institution_ids":["https://openalex.org/I57328836"],"apc_list":null,"apc_paid":null,"fwci":16.2233,"has_fulltext":false,"cited_by_count":269,"citation_normalized_percentile":{"value":0.9877051,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":97,"max":100},"biblio":{"volume":"21","issue":"3","first_page":"150","last_page":"159"},"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/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":1.0,"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":0.0,"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/T11543","display_name":"Employee Performance and Motivation","score":0.0,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-orientation","display_name":"customer orientation","score":1.0},{"id":"https://openalex.org/keywords/relationship-quality","display_name":"relationship quality","score":0.9750000238418579},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.7720000147819519},{"id":"https://openalex.org/keywords/positive-word-of-mouth","display_name":"positive word of mouth","score":0.871999979019165},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9290000200271606},{"id":"https://openalex.org/keywords/business-travelers","display_name":"business travelers","score":0.843999981880188},{"id":"https://openalex.org/keywords/travel-agents","display_name":"travel agents","score":0.9629999995231628},{"id":"https://openalex.org/keywords/interpersonal-relationships","display_name":"interpersonal relationships","score":0.7649999856948853},{"id":"https://openalex.org/keywords/firm-level-outcomes","display_name":"firm-level outcomes","score":0.5320000052452087},{"id":"https://openalex.org/keywords/customer-employee-relationship","display_name":"customer-employee relationship","score":0.7360000014305115}],"concepts":[{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.6876981854438782},{"id":"https://openalex.org/C137913393","wikidata":"https://www.wikidata.org/wiki/Q15737157","display_name":"Word of mouth","level":2,"score":0.6430259346961975},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6235799193382263},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.618327260017395},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.612941324710846},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.6123529076576233},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5234572291374207},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.50819993019104},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4992859363555908},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.49548399448394775},{"id":"https://openalex.org/C164850336","wikidata":"https://www.wikidata.org/wiki/Q3685487","display_name":"Interpersonal communication","level":2,"score":0.48594987392425537},{"id":"https://openalex.org/C54649085","wikidata":"https://www.wikidata.org/wiki/Q574424","display_name":"Relationship marketing","level":3,"score":0.43697279691696167},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.4328348636627197},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.43239620327949524},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4184921979904175},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4060942232608795},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.379106730222702},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.25577855110168457},{"id":"https://openalex.org/C11012388","wikidata":"https://www.wikidata.org/wiki/Q170658","display_name":"Creativity","level":2,"score":0.13084903359413147},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.0754861831665039},{"id":"https://openalex.org/C192975520","wikidata":"https://www.wikidata.org/wiki/Q1143466","display_name":"Marketing management","level":2,"score":0.06920120120048523},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"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/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/08876040710746516","doi":"https://doi.org/10.1108/08876040710746516","is_oa":false,"landing_page_url":"https://doi.org/10.1108/08876040710746516","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":[],"sustainable_development_goals_aurora":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":44,"referenced_works":["https://openalex.org/W73377842","https://openalex.org/W1504784111","https://openalex.org/W1511818846","https://openalex.org/W1513574710","https://openalex.org/W1574655732","https://openalex.org/W1583325013","https://openalex.org/W1973687016","https://openalex.org/W1980470076","https://openalex.org/W1981635817","https://openalex.org/W1984037412","https://openalex.org/W1986024564","https://openalex.org/W1989528006","https://openalex.org/W1991305482","https://openalex.org/W1997223225","https://openalex.org/W2020887752","https://openalex.org/W2026368098","https://openalex.org/W2030483771","https://openalex.org/W2033209607","https://openalex.org/W2036051096","https://openalex.org/W2043842361","https://openalex.org/W2052470472","https://openalex.org/W2070951272","https://openalex.org/W2081697200","https://openalex.org/W2083674086","https://openalex.org/W2090266480","https://openalex.org/W2091971789","https://openalex.org/W2093744647","https://openalex.org/W2094260684","https://openalex.org/W2099594827","https://openalex.org/W2100888826","https://openalex.org/W2109174512","https://openalex.org/W2116456350","https://openalex.org/W2122912498","https://openalex.org/W2124739656","https://openalex.org/W2137247419","https://openalex.org/W2153932359","https://openalex.org/W2289711349","https://openalex.org/W2316110746","https://openalex.org/W2322233365","https://openalex.org/W2327425965","https://openalex.org/W2549856669","https://openalex.org/W4235678817","https://openalex.org/W4249733270","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W1492443374","https://openalex.org/W1810657438","https://openalex.org/W2033156628","https://openalex.org/W1982385407","https://openalex.org/W2086872266","https://openalex.org/W2085413492","https://openalex.org/W7221231846","https://openalex.org/W3012766751","https://openalex.org/W4230038634","https://openalex.org/W3015853420"],"abstract_inverted_index":{"Purpose":[0],"This":[1],"research":[2,79],"seeks":[3],"to":[4,52,129,131],"test":[5],"a":[6,49],"model":[7],"examining":[8,148],"the":[9,20,24,34,54,104,111,121,132,138,145,171,174,181,184,199],"potential":[10],"links":[11,99],"between":[12,26,84,100,162,186],"customer":[13,85,118,163,193],"orientation,":[14],"expertise,":[15],"and":[16,23,29,40,87,89,107,134,150,165,180,188,195],"relationship":[17,27,93,101,115,166,185],"quality":[18,28,102,116],"at":[19,33,103,110],"interpersonal":[21,105],"level":[22,106],"link":[25,161],"positive":[30,41,82,108,135,196],"service":[31,122],"outcomes":[32,109],"firm":[35,123,133],"level,":[36],"such":[37],"as":[38],"loyalty":[39,130,194],"word":[42],"of":[43,56,92,147,176],"mouth.":[44],"Design/methodology/approach":[45],"The":[46,67,78,142],"study":[47,143,172],"employs":[48],"survey":[50],"methodology":[51],"obtain":[53],"opinions":[55],"220":[57],"business":[58],"travelers":[59],"regarding":[60],"their":[61,64],"relationships":[62,69,83,152],"with":[63,120],"travel":[65],"agents.":[66],"hypothesized":[68],"were":[70],"testing":[71],"using":[72],"structural":[73],"equation":[74],"modeling":[75],"(SEM).":[76],"Findings":[77],"found":[80,97],"significant":[81,98],"orientation":[86,164],"expertise":[88],"respondents'":[90],"perception":[91],"quality.":[94,167],"It":[95],"also":[96,126],"organizational":[112],"level.":[113],"Interpersonal":[114],"enhanced":[117],"satisfaction":[119],"but":[124],"was":[125],"directly":[127],"linked":[128],"word\u2010of\u2010mouth":[136,197],"about":[137,198],"firm.":[139,200],"Research":[140],"limitations/implications":[141],"reinforces":[144],"importance":[146,175,182],"firm\u2010level":[149],"personal\u2010level":[151],"in":[153,191],"services.":[154],"Further,":[155],"it":[156],"verifies":[157],"empirically":[158],"an":[159],"important":[160],"Originality/value":[168],"For":[169],"managers,":[170],"demonstrates":[173],"having":[177],"customer\u2010oriented":[178],"employees":[179,189],"that":[183],"customers":[187],"plays":[190],"fostering":[192]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":7},{"year":2024,"cited_by_count":6},{"year":2023,"cited_by_count":11},{"year":2022,"cited_by_count":11},{"year":2021,"cited_by_count":19},{"year":2020,"cited_by_count":13},{"year":2019,"cited_by_count":22},{"year":2018,"cited_by_count":8},{"year":2017,"cited_by_count":23},{"year":2016,"cited_by_count":20},{"year":2015,"cited_by_count":18},{"year":2014,"cited_by_count":17},{"year":2013,"cited_by_count":29},{"year":2012,"cited_by_count":22}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}
