{"id":"https://openalex.org/W2118159146","doi":"https://doi.org/10.1080/02642069.2014.915952","title":"Effects of quality and corporate social responsibility on loyalty","display_name":"Effects of quality and corporate social responsibility on loyalty","publication_year":2014,"publication_date":"2014-06-05","ids":{"openalex":"https://openalex.org/W2118159146","doi":"https://doi.org/10.1080/02642069.2014.915952","mag":"2118159146"},"language":"en","primary_location":{"id":"doi:10.1080/02642069.2014.915952","doi":"https://doi.org/10.1080/02642069.2014.915952","is_oa":false,"landing_page_url":"https://doi.org/10.1080/02642069.2014.915952","pdf_url":null,"source":{"id":"https://openalex.org/S49331332","display_name":"Service Industries Journal","issn_l":"0264-2069","issn":["0264-2069","1743-9507"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"The Service Industries Journal","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/A5029848932","display_name":"Rojanasak Chomvilailuk","orcid":"https://orcid.org/0000-0002-7704-0399","observed_orcids":["https://orcid.org/0000-0002-7704-0399"]},"institutions":[{"id":"https://openalex.org/I129496196","display_name":"University of the Thai Chamber of Commerce","ror":"https://ror.org/03m7a5q02","country_code":"TH","type":"education","lineage":["https://openalex.org/I129496196"]}],"countries":["TH"],"is_corresponding":false,"raw_author_name":"Rojanasak Chomvilailuk","raw_affiliation_strings":["School of Business, University of the Thai Chamber of Commerce, 126/1 Vibhavadee-Rangsit Road, Dindaeng, Bangkok 10400, Thailand"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Business, University of the Thai Chamber of Commerce, 126/1 Vibhavadee-Rangsit Road, Dindaeng, Bangkok 10400, Thailand","institution_ids":["https://openalex.org/I129496196"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5112195835","display_name":"Ken Butcher","orcid":"https://orcid.org/0000-0003-2157-9237","observed_orcids":["https://orcid.org/0000-0003-2157-9237"]},"institutions":[{"id":"https://openalex.org/I11701301","display_name":"Griffith University","ror":"https://ror.org/02sc3r913","country_code":"AU","type":"education","lineage":["https://openalex.org/I11701301"]}],"countries":["AU"],"is_corresponding":true,"raw_author_name":"Ken Butcher","raw_affiliation_strings":["Department of Tourism, Sport and Hotel Management, Griffith Business School, Griffith University, Gold Coast campus, PMB 50, Gold Coast Mail Centre, Queensland 9726, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Tourism, Sport and Hotel Management, Griffith Business School, Griffith University, Gold Coast campus, PMB 50, Gold Coast Mail Centre, Queensland 9726, Australia","institution_ids":["https://openalex.org/I11701301"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5112195835"],"corresponding_institution_ids":["https://openalex.org/I11701301"],"apc_list":null,"apc_paid":null,"fwci":10.2638,"has_fulltext":false,"cited_by_count":61,"citation_normalized_percentile":{"value":0.97557754,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"34","issue":"11","first_page":"938","last_page":"954"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9937000274658203,"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":0.9937000274658203,"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/T10115","display_name":"Corporate Social Responsibility Reporting","score":0.0026000000070780516,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and 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/T10880","display_name":"Environmental Sustainability in Business","score":0.0008999999845400453,"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/corporate-social-responsibility","display_name":"corporate social responsibility","score":0.9850000143051147},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8820000290870667},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.9990000128746033},{"id":"https://openalex.org/keywords/purchase-intention","display_name":"purchase intention","score":0.9539999961853027},{"id":"https://openalex.org/keywords/word-of-mouth","display_name":"word of mouth","score":0.9779999852180481},{"id":"https://openalex.org/keywords/affective-commitment","display_name":"affective commitment","score":0.9959999918937683},{"id":"https://openalex.org/keywords/bank-customers","display_name":"bank customers","score":0.7799999713897705}],"concepts":[{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.7186192274093628},{"id":"https://openalex.org/C141261163","wikidata":"https://www.wikidata.org/wiki/Q218600","display_name":"Corporate social responsibility","level":2,"score":0.6942427158355713},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6613647937774658},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.63759446144104},{"id":"https://openalex.org/C147598955","wikidata":"https://www.wikidata.org/wiki/Q3427818","display_name":"Social responsibility","level":2,"score":0.621091902256012},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5963539481163025},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5571698546409607},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5327159762382507},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5205291509628296},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.4939776062965393},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.4370739161968231},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.31703731417655945},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.23005643486976624},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.1170492172241211},{"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/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"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/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1080/02642069.2014.915952","doi":"https://doi.org/10.1080/02642069.2014.915952","is_oa":false,"landing_page_url":"https://doi.org/10.1080/02642069.2014.915952","pdf_url":null,"source":{"id":"https://openalex.org/S49331332","display_name":"Service Industries Journal","issn_l":"0264-2069","issn":["0264-2069","1743-9507"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"The Service Industries Journal","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:taf:servic:v:34:y:2014:i:11:p:938-954","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10.1080/02642069.2014.915952","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"},{"id":"pmh:oai:research-repository.griffith.edu.au:10072/63513","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10072/63513","pdf_url":null,"source":{"id":"https://openalex.org/S7407064376","display_name":"Griffith Research Online","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"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":43,"referenced_works":["https://openalex.org/W1894686024","https://openalex.org/W1970759779","https://openalex.org/W1971354656","https://openalex.org/W1979137387","https://openalex.org/W1992162257","https://openalex.org/W1992591025","https://openalex.org/W1993988738","https://openalex.org/W2007405820","https://openalex.org/W2008119569","https://openalex.org/W2010366711","https://openalex.org/W2010860306","https://openalex.org/W2022085248","https://openalex.org/W2023991906","https://openalex.org/W2035195074","https://openalex.org/W2036506917","https://openalex.org/W2037782676","https://openalex.org/W2044032478","https://openalex.org/W2045279171","https://openalex.org/W2047581191","https://openalex.org/W2050314830","https://openalex.org/W2053354543","https://openalex.org/W2065136584","https://openalex.org/W2078574753","https://openalex.org/W2084348523","https://openalex.org/W2096296573","https://openalex.org/W2098362615","https://openalex.org/W2105326339","https://openalex.org/W2120907018","https://openalex.org/W2123453159","https://openalex.org/W2123760334","https://openalex.org/W2132368299","https://openalex.org/W2140231937","https://openalex.org/W2142817685","https://openalex.org/W2150750579","https://openalex.org/W2155687909","https://openalex.org/W2156936111","https://openalex.org/W2157911081","https://openalex.org/W2160717373","https://openalex.org/W2161518290","https://openalex.org/W2163972238","https://openalex.org/W2301930533","https://openalex.org/W2329745760","https://openalex.org/W2735750373"],"related_works":["https://openalex.org/W2033165209","https://openalex.org/W1529089758","https://openalex.org/W2897198441","https://openalex.org/W1991581751","https://openalex.org/W31771903","https://openalex.org/W1177179304","https://openalex.org/W2028564755","https://openalex.org/W6963826284","https://openalex.org/W7047667420","https://openalex.org/W3035195337"],"abstract_inverted_index":{"The":[0,106,130],"purpose":[1],"is":[2],"to":[3,26],"investigate":[4],"the":[5,89,109,134],"impact":[6],"of":[7,15,46,51,64,95,137],"corporate":[8,128],"social":[9],"responsibility":[10],"perceptions":[11,54,94,116],"on":[12,58,103,141],"three":[13],"aspects":[14],"customer":[16],"loyalty":[17,143],"for":[18,83,117],"a":[19,27,44,77,100,118,123],"new":[20,69,113],"bank":[21,39],"service":[22,32,80,86,119],"(Travel":[23],"Card)":[24],"relative":[25],"recognised":[28],"major":[29],"predictor":[30,78,126],"in":[31,41],"quality.":[33,81],"Surveys":[34],"were":[35],"completed":[36],"by":[37],"204":[38],"consumers":[40],"Australia.":[42],"Using":[43],"series":[45],"regression":[47],"equations,":[48],"two":[49],"sets":[50],"socially":[52,70,96,114,138],"responsible":[53,71,97,115,139],"had":[55,99],"significant":[56],"effects":[57],"purchase":[59,104],"intention":[60],"and":[61],"positive":[62],"word":[63],"mouth.":[65],"In":[66],"both":[67],"cases,":[68],"information":[72,140],"was":[73,88],"twice":[74],"as":[75,79],"strong":[76],"However,":[82],"affective":[84],"commitment,":[85],"quality":[87],"dominant":[90],"predictor.":[91],"Furthermore,":[92],"existing":[93],"performance":[98],"negative":[101],"effect":[102],"intentions.":[105],"study":[107],"presents":[108],"first":[110],"evidence":[111],"that":[112],"firm":[120],"can":[121],"be":[122],"more":[124],"powerful":[125],"than":[127],"abilities.":[129],"findings":[131],"further":[132],"illustrate":[133],"differential":[135],"impacts":[136],"different":[142],"conceptualisations.":[144]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":5},{"year":2022,"cited_by_count":11},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":9},{"year":2019,"cited_by_count":6},{"year":2018,"cited_by_count":6},{"year":2017,"cited_by_count":8},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":2}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2016-06-24T00:00:00"}