{"id":"https://openalex.org/W2084954751","doi":"https://doi.org/10.1504/ijima.2010.030430","title":"The use of digital channels to create customer relationships","display_name":"The use of digital channels to create customer relationships","publication_year":2009,"publication_date":"2009-12-17","ids":{"openalex":"https://openalex.org/W2084954751","doi":"https://doi.org/10.1504/ijima.2010.030430","mag":"2084954751"},"language":"en","primary_location":{"id":"doi:10.1504/ijima.2010.030430","doi":"https://doi.org/10.1504/ijima.2010.030430","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijima.2010.030430","pdf_url":null,"source":{"id":"https://openalex.org/S47640537","display_name":"International Journal of Internet Marketing and Advertising","issn_l":"1477-5212","issn":["1477-5212","1741-8100"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Internet Marketing and Advertising","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/A5016743867","display_name":"Kristina Heinonen","orcid":"https://orcid.org/0000-0002-3177-4776","observed_orcids":["https://orcid.org/0000-0002-3177-4776"]},"institutions":[{"id":"https://openalex.org/I5085271","display_name":"Hanken School of Economics","ror":"https://ror.org/026086s92","country_code":"FI","type":"education","lineage":["https://openalex.org/I5085271"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Kristina Heinonen","raw_affiliation_strings":["Department of Marketing, Hanken School of Economics, P.O. Box 479, FIN 00101 Helsinki, Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, Hanken School of Economics, P.O. Box 479, FIN 00101 Helsinki, Finland","institution_ids":["https://openalex.org/I5085271"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5057431030","display_name":"Thomas Michelsson","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Thomas Michelsson","raw_affiliation_strings":["CERS Centre for Relationship Marketing and Service Management, HSE Executive Education, P.O. Box 479, FIN 00101 Helsinki, Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"CERS Centre for Relationship Marketing and Service Management, HSE Executive Education, P.O. Box 479, FIN 00101 Helsinki, Finland","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.773,"has_fulltext":false,"cited_by_count":20,"citation_normalized_percentile":{"value":0.89722312,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"6","issue":"1","first_page":"1","last_page":"1"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8080999851226807,"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":0.8080999851226807,"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/T10609","display_name":"Digital Marketing and Social Media","score":0.17550000548362732,"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"}},{"id":"https://openalex.org/T13355","display_name":"Marketing and Advertising Strategies","score":0.010099999606609344,"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/digital-channels","display_name":"digital channels","score":0.824999988079071},{"id":"https://openalex.org/keywords/customer-relationships","display_name":"customer relationships","score":0.7900000214576721},{"id":"https://openalex.org/keywords/relationship-marketing","display_name":"relationship marketing","score":0.9139999747276306},{"id":"https://openalex.org/keywords/relationship-dynamics","display_name":"relational dynamics","score":0.9559999704360962},{"id":"https://openalex.org/keywords/relationship-initiation","display_name":"relationship initiation","score":0.9959999918937683},{"id":"https://openalex.org/keywords/relationship-life-cycle","display_name":"relationship life cycle","score":0.9210000038146973},{"id":"https://openalex.org/keywords/business-to-business-relationships","display_name":"business-to-business relationships","score":0.8859999775886536},{"id":"https://openalex.org/keywords/online-services","display_name":"online services","score":0.6890000104904175},{"id":"https://openalex.org/keywords/digital-marketing","display_name":"digital marketing","score":0.8320000171661377},{"id":"https://openalex.org/keywords/email-marketing","display_name":"email marketing","score":0.6499999761581421},{"id":"https://openalex.org/keywords/search-engine-advertising","display_name":"search engine advertising","score":0.9340000152587891},{"id":"https://openalex.org/keywords/interpersonal-contact","display_name":"interpersonal contact","score":0.39500001072883606}],"concepts":[{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.6326073408126831},{"id":"https://openalex.org/C54649085","wikidata":"https://www.wikidata.org/wiki/Q574424","display_name":"Relationship marketing","level":3,"score":0.625006377696991},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5197039246559143},{"id":"https://openalex.org/C85973986","wikidata":"https://www.wikidata.org/wiki/Q1091731","display_name":"Exploratory research","level":2,"score":0.5124500393867493},{"id":"https://openalex.org/C98495876","wikidata":"https://www.wikidata.org/wiki/Q1323528","display_name":"Digital marketing","level":2,"score":0.4665479362010956},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4599226415157318},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.4465569257736206},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4336736798286438},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.373351126909256},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2895759344100952},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.17300859093666077},{"id":"https://openalex.org/C192975520","wikidata":"https://www.wikidata.org/wiki/Q1143466","display_name":"Marketing management","level":2,"score":0.16228029131889343},{"id":"https://openalex.org/C19165224","wikidata":"https://www.wikidata.org/wiki/Q23404","display_name":"Anthropology","level":1,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1504/ijima.2010.030430","doi":"https://doi.org/10.1504/ijima.2010.030430","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijima.2010.030430","pdf_url":null,"source":{"id":"https://openalex.org/S47640537","display_name":"International Journal of Internet Marketing and Advertising","issn_l":"1477-5212","issn":["1477-5212","1741-8100"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Internet Marketing and Advertising","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":79,"referenced_works":["https://openalex.org/W30460339","https://openalex.org/W54235218","https://openalex.org/W1525203628","https://openalex.org/W1563791530","https://openalex.org/W1567243948","https://openalex.org/W1569050516","https://openalex.org/W1576670506","https://openalex.org/W1584883541","https://openalex.org/W1592816800","https://openalex.org/W1963749390","https://openalex.org/W1964508979","https://openalex.org/W1965600442","https://openalex.org/W1965626835","https://openalex.org/W1965647126","https://openalex.org/W1968903117","https://openalex.org/W1970442170","https://openalex.org/W1971052900","https://openalex.org/W1972970784","https://openalex.org/W1976075852","https://openalex.org/W1977369140","https://openalex.org/W1977850232","https://openalex.org/W1978082545","https://openalex.org/W1988444315","https://openalex.org/W1990784783","https://openalex.org/W1992580932","https://openalex.org/W1994373531","https://openalex.org/W1995236966","https://openalex.org/W1997261797","https://openalex.org/W2010802002","https://openalex.org/W2011732626","https://openalex.org/W2011806233","https://openalex.org/W2016983026","https://openalex.org/W2022835203","https://openalex.org/W2024990688","https://openalex.org/W2025387955","https://openalex.org/W2025806075","https://openalex.org/W2027276654","https://openalex.org/W2030180774","https://openalex.org/W2033384279","https://openalex.org/W2037955071","https://openalex.org/W2040647239","https://openalex.org/W2044243519","https://openalex.org/W2046505785","https://openalex.org/W2046669440","https://openalex.org/W2047031485","https://openalex.org/W2047562908","https://openalex.org/W2049175991","https://openalex.org/W2062094855","https://openalex.org/W2064911703","https://openalex.org/W2066314975","https://openalex.org/W2072916902","https://openalex.org/W2073051935","https://openalex.org/W2074377175","https://openalex.org/W2076066369","https://openalex.org/W2076706761","https://openalex.org/W2076708753","https://openalex.org/W2081477027","https://openalex.org/W2081594505","https://openalex.org/W2086658284","https://openalex.org/W2086659686","https://openalex.org/W2092129161","https://openalex.org/W2099078684","https://openalex.org/W2106264609","https://openalex.org/W2106641236","https://openalex.org/W2114016585","https://openalex.org/W2116870720","https://openalex.org/W2118595688","https://openalex.org/W2123454140","https://openalex.org/W2123534889","https://openalex.org/W2142418121","https://openalex.org/W2146289756","https://openalex.org/W2150045357","https://openalex.org/W2150563888","https://openalex.org/W2151694441","https://openalex.org/W2154124517","https://openalex.org/W2186422551","https://openalex.org/W2482497309","https://openalex.org/W2769348699","https://openalex.org/W2970235121"],"related_works":["https://openalex.org/W2622108244","https://openalex.org/W2888907811","https://openalex.org/W4235317041","https://openalex.org/W2276988431","https://openalex.org/W3210103555","https://openalex.org/W7113262944","https://openalex.org/W4283520910","https://openalex.org/W2227356883","https://openalex.org/W2904021778","https://openalex.org/W2925167990"],"abstract_inverted_index":{"The":[0,15,110,156],"interest":[1],"in":[2,35,40,64,76,139],"relationship":[3,7,25,29,115,163,174,179,184],"marketing":[4,144,180],"and":[5,11,99,119,127,132,151],"especially":[6],"dynamics":[8,164],"among":[9],"academics":[10],"practitioners":[12],"is":[13,17,50,56,117],"growing.":[14],"focus":[16],"on":[18,59,173],"expanding":[19],"maintaining":[20],"relationships":[21,34,62],"to":[22,162,168],"the":[23,61,71,77,121],"whole":[24],"life":[26],"cycle,":[27],"including":[28],"initiation.":[30,185],"However,":[31],"research":[32,58,170,181],"concerning":[33],"a":[36,41,66,159],"digital":[37,74,160],"context":[38,42],"or":[39],"where":[43],"customer-company":[44,87],"interactions":[45,88],"occur":[46],"through":[47,89],"technology":[48,90],"interfaces":[49,91],"scarce.":[51],"To":[52],"our":[53],"knowledge":[54],"there":[55],"no":[57],"how":[60],"begin":[63],"such":[65,92,146],"context.":[67],"This":[68],"paper":[69,157],"explores":[70],"role":[72],"of":[73,79],"channels":[75,83],"creation":[78],"customer":[80,141],"relationships.":[81,130,142],"Digital":[82,131,143],"denote":[84],"methods":[85],"for":[86],"as":[93,147],"e-mail,":[94],"Short":[95],"Message":[96],"Service":[97],"(SMS),":[98],"webpages.":[100],"An":[101],"exploratory":[102],"qualitative":[103],"study":[104],"was":[105],"conducted":[106],"with":[107],"business":[108],"executives.":[109],"findings":[111],"indicate":[112],"that":[113,120],"identifying":[114],"initiation":[116,122],"challenging":[118],"differs":[123],"between":[124],"Business-to-Business":[125],"(B2B)":[126],"Business-to-Customer":[128],"(B2C)":[129],"interpersonal":[133],"contacts":[134],"are":[135,154],"frequently":[136],"used":[137],"simultaneously":[138],"creating":[140],"activities":[145],"search":[148],"engine":[149],"advertisements":[150],"direct":[152],"e-mails":[153],"important.":[155],"integrates":[158],"perspective":[161],"research.":[165],"It":[166,176],"contributes":[167],"e-service":[169],"by":[171,182],"focusing":[172],"dynamics.":[175],"also":[177],"extends":[178],"exploring":[183]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2022,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":2},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":2},{"year":2012,"cited_by_count":3}],"updated_date":"2026-09-26T08:19:03.415552","created_date":"2016-06-24T00:00:00"}
