{"id":"https://openalex.org/W2070665405","doi":"https://doi.org/10.1108/02652329310039609","title":"Customers, Strategy and Performance","display_name":"Customers, Strategy and Performance","publication_year":1993,"publication_date":"1993-05-01","ids":{"openalex":"https://openalex.org/W2070665405","doi":"https://doi.org/10.1108/02652329310039609","mag":"2070665405"},"language":"en","primary_location":{"id":"doi:10.1108/02652329310039609","doi":"https://doi.org/10.1108/02652329310039609","is_oa":false,"landing_page_url":"https://doi.org/10.1108/02652329310039609","pdf_url":null,"source":{"id":"https://openalex.org/S170810187","display_name":"International Journal of Bank Marketing","issn_l":"0265-2323","issn":["0265-2323","1758-5937"],"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-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":"International Journal of Bank Marketing","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"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/A5109205586","display_name":"Richard Speed","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Richard Speed","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5060620056","display_name":"Gareth Smith","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Gareth Smith","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":3.0969,"has_fulltext":false,"cited_by_count":25,"citation_normalized_percentile":{"value":0.90553306,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":97},"biblio":{"volume":"11","issue":"5","first_page":"3","last_page":"11"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.454800009727478,"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"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.454800009727478,"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/T14183","display_name":"Banking Sector Performance and Management","score":0.22689999639987946,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"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/T13355","display_name":"Marketing and Advertising Strategies","score":0.15559999644756317,"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/market-orientation","display_name":"market orientation","score":0.9890000224113464},{"id":"https://openalex.org/keywords/retail-finance","display_name":"retail financial services","score":0.7630000114440918},{"id":"https://openalex.org/keywords/banking","display_name":"banking sector","score":0.3869999945163727},{"id":"https://openalex.org/keywords/customer-orientation","display_name":"customer orientation","score":0.6100000143051147},{"id":"https://openalex.org/keywords/strategy","display_name":"strategy","score":0.3179999887943268},{"id":"https://openalex.org/keywords/firm-performance","display_name":"firm performance","score":0.746999979019165},{"id":"https://openalex.org/keywords/profit-orientation","display_name":"profit orientation","score":0.7429999709129333},{"id":"https://openalex.org/keywords/performance-measurement","display_name":"performance measurement","score":0.8339999914169312},{"id":"https://openalex.org/keywords/expert-opinion","display_name":"expert opinion","score":0.9739999771118164},{"id":"https://openalex.org/keywords/peer-assessment","display_name":"peer assessment","score":0.9819999933242798},{"id":"https://openalex.org/keywords/delphi-method","display_name":"Delphi method","score":0.7839999794960022},{"id":"https://openalex.org/keywords/cost-control","display_name":"cost control","score":0.5630000233650208}],"concepts":[{"id":"https://openalex.org/C129361004","wikidata":"https://www.wikidata.org/wiki/Q2470236","display_name":"Profitability index","level":2,"score":0.7325875163078308},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7322860956192017},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6756185293197632},{"id":"https://openalex.org/C2779696404","wikidata":"https://www.wikidata.org/wiki/Q6770823","display_name":"Market orientation","level":2,"score":0.5029687285423279},{"id":"https://openalex.org/C141571065","wikidata":"https://www.wikidata.org/wiki/Q1771949","display_name":"Performance measurement","level":2,"score":0.49642616510391235},{"id":"https://openalex.org/C181622380","wikidata":"https://www.wikidata.org/wiki/Q26911","display_name":"Profit (economics)","level":2,"score":0.48695147037506104},{"id":"https://openalex.org/C60641444","wikidata":"https://www.wikidata.org/wiki/Q841602","display_name":"Delphi method","level":2,"score":0.41574227809906006},{"id":"https://openalex.org/C40700","wikidata":"https://www.wikidata.org/wiki/Q1411783","display_name":"Industrial organization","level":1,"score":0.3299894332885742},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.16244152188301086},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.15673497319221497},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.11302867531776428},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/02652329310039609","doi":"https://doi.org/10.1108/02652329310039609","is_oa":false,"landing_page_url":"https://doi.org/10.1108/02652329310039609","pdf_url":null,"source":{"id":"https://openalex.org/S170810187","display_name":"International Journal of Bank Marketing","issn_l":"0265-2323","issn":["0265-2323","1758-5937"],"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-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":"International Journal of Bank Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":15,"referenced_works":["https://openalex.org/W252061517","https://openalex.org/W566586761","https://openalex.org/W1603813851","https://openalex.org/W1983857085","https://openalex.org/W1997916148","https://openalex.org/W2015032346","https://openalex.org/W2039324034","https://openalex.org/W2046783094","https://openalex.org/W2071836130","https://openalex.org/W2079100340","https://openalex.org/W2087621256","https://openalex.org/W2117315050","https://openalex.org/W2331626861","https://openalex.org/W3133917342","https://openalex.org/W4251958315"],"related_works":["https://openalex.org/W2087621256","https://openalex.org/W632477743","https://openalex.org/W7029786537","https://openalex.org/W1845826291","https://openalex.org/W2028276718","https://openalex.org/W2026636568","https://openalex.org/W147603076","https://openalex.org/W1529580804","https://openalex.org/W7111401143","https://openalex.org/W7112186597"],"abstract_inverted_index":{"A":[0],"true":[1],"marketing":[2,25],"orientation":[3,49,52],"is":[4,142],"associated":[5],"with":[6,50,108],"superior":[7],"performance":[8,102,120,124,131,139],"in":[9,33],"the":[10,28,34,54,60,99,114,130],"UK":[11,35],"retail":[12,36],"financial":[13,37],"services":[14],"industry.":[15],"This":[16],"finding":[17],"runs":[18],"counter":[19],"to":[20,45,58,83,117],"some":[21],"recent":[22],"criticism":[23],"of":[24,69,101,132],"influence":[26],"on":[27,65,75],"banking":[29],"sector.":[30],"Empirical":[31],"research":[32],"service":[38],"industry":[39],"found":[40],"that":[41,129],"successful":[42],"companies":[43,63],"appear":[44],"balance":[46],"a":[47,66,119],"profit":[48],"an":[51,109],"towards":[53],"most":[55],"difficult":[56],"market":[57],"satisfy,":[59],"wealthy.":[61],"Successful":[62],"focused":[64],"distinct":[67],"group":[68],"customers,":[70],"and":[71,93,104,122,126,135],"did":[72],"not":[73],"rely":[74],"traditional":[76],"methods":[77,141],"such":[78],"as":[79,98,138],"existing":[80],"family":[81],"links":[82],"attract":[84],"business.":[85],"They":[86],"also":[87],"maintained":[88],"tighter":[89],"control":[90],"over":[91],"profitability":[92],"costs.":[94],"Utilizes":[95],"expert":[96,133],"assessment":[97,134,137],"basis":[100],"measurement,":[103],"compares":[105],"this":[106],"technique":[107,116],"alternative,":[110],"peer":[111,136],"assessment.":[112],"Uses":[113],"Delphi":[115],"develop":[118],"measure,":[121],"both":[123],"ratings":[125],"findings":[127],"suggest":[128],"measurement":[140],"similar.":[143]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":4}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2016-06-24T00:00:00"}
