{"id":"https://openalex.org/W2149135331","doi":"https://doi.org/10.1108/02656710910936744","title":"The association of gender to firm\u2010customer relationship","display_name":"The association of gender to firm\u2010customer relationship","publication_year":2009,"publication_date":"2009-03-13","ids":{"openalex":"https://openalex.org/W2149135331","doi":"https://doi.org/10.1108/02656710910936744","mag":"2149135331"},"language":"en","primary_location":{"id":"doi:10.1108/02656710910936744","doi":"https://doi.org/10.1108/02656710910936744","is_oa":false,"landing_page_url":"https://doi.org/10.1108/02656710910936744","pdf_url":null,"source":{"id":"https://openalex.org/S81159284","display_name":"International Journal of Quality & Reliability Management","issn_l":"0265-671X","issn":["0265-671X","1758-6682"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-70","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 Quality & Reliability Management","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/A5055434021","display_name":"Nelson Oly Ndubisi","orcid":"https://orcid.org/0000-0002-2743-3901","observed_orcids":["https://orcid.org/0000-0002-2743-3901"]},"institutions":[{"id":"https://openalex.org/I11662577","display_name":"Monash University Malaysia","ror":"https://ror.org/00yncr324","country_code":"MY","type":"education","lineage":["https://openalex.org/I11662577","https://openalex.org/I56590836"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Nelson Oly Ndubisi","raw_affiliation_strings":["School of Business, Monash University Malaysia, Selangor, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Business, Monash University Malaysia, Selangor, Malaysia","institution_ids":["https://openalex.org/I11662577"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5074109555","display_name":"Christian Ndubuisi Madu","orcid":"https://orcid.org/0000-0001-5569-153X","observed_orcids":["https://orcid.org/0000-0001-5569-153X"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Christian N. Madu","raw_affiliation_strings":["Department of Management and Management Science, Lubin School of Business, New York, New York, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management and Management Science, Lubin School of Business, New York, New York, USA","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.1125,"has_fulltext":false,"cited_by_count":16,"citation_normalized_percentile":{"value":0.86972427,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":97},"biblio":{"volume":"26","issue":"3","first_page":"283","last_page":"301"},"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/T12384","display_name":"Customer churn and segmentation","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/T13355","display_name":"Marketing and Advertising Strategies","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"}}],"keywords":[{"id":"https://openalex.org/keywords/relationship-marketing","display_name":"relationship marketing","score":0.753000020980835},{"id":"https://openalex.org/keywords/gender-differences","display_name":"gender differences","score":0.9610000252723694},{"id":"https://openalex.org/keywords/consumer-trust","display_name":"consumer trust","score":0.8519999980926514},{"id":"https://openalex.org/keywords/customer-commitment","display_name":"customer commitment","score":0.9610000252723694},{"id":"https://openalex.org/keywords/customer-communication","display_name":"customer communication","score":0.7170000076293945},{"id":"https://openalex.org/keywords/conflict-management","display_name":"conflict management","score":0.9940000176429749},{"id":"https://openalex.org/keywords/bank-customers","display_name":"bank customers","score":0.8709999918937683},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.7889999747276306},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.8370000123977661},{"id":"https://openalex.org/keywords/malaysian-banks","display_name":"Malaysian banks","score":0.9010000228881836}],"concepts":[{"id":"https://openalex.org/C54649085","wikidata":"https://www.wikidata.org/wiki/Q574424","display_name":"Relationship marketing","level":3,"score":0.64467853307724},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.599018394947052},{"id":"https://openalex.org/C196083921","wikidata":"https://www.wikidata.org/wiki/Q7915758","display_name":"Variance (accounting)","level":2,"score":0.595483124256134},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5873283743858337},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.5182188153266907},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.5170722603797913},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.5097060203552246},{"id":"https://openalex.org/C142853389","wikidata":"https://www.wikidata.org/wiki/Q744778","display_name":"Association (psychology)","level":2,"score":0.5053578019142151},{"id":"https://openalex.org/C53059260","wikidata":"https://www.wikidata.org/wiki/Q374758","display_name":"Multilevel model","level":2,"score":0.4837329685688019},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4801146984100342},{"id":"https://openalex.org/C152877465","wikidata":"https://www.wikidata.org/wiki/Q208042","display_name":"Regression analysis","level":2,"score":0.4545208811759949},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4515865445137024},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.44831138849258423},{"id":"https://openalex.org/C27574286","wikidata":"https://www.wikidata.org/wiki/Q320723","display_name":"Variables","level":2,"score":0.4125974178314209},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.36319395899772644},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.2074422538280487},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.1853930652141571},{"id":"https://openalex.org/C192975520","wikidata":"https://www.wikidata.org/wiki/Q1143466","display_name":"Marketing management","level":2,"score":0.15592870116233826},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.10486277937889099},{"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},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0},{"id":"https://openalex.org/C542102704","wikidata":"https://www.wikidata.org/wiki/Q183257","display_name":"Psychotherapist","level":1,"score":0.0},{"id":"https://openalex.org/C121955636","wikidata":"https://www.wikidata.org/wiki/Q4116214","display_name":"Accounting","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1108/02656710910936744","doi":"https://doi.org/10.1108/02656710910936744","is_oa":false,"landing_page_url":"https://doi.org/10.1108/02656710910936744","pdf_url":null,"source":{"id":"https://openalex.org/S81159284","display_name":"International Journal of Quality & Reliability Management","issn_l":"0265-671X","issn":["0265-671X","1758-6682"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-70","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 Quality & Reliability Management","raw_type":"journal-article"},{"id":"pmh:oai:research-repository.griffith.edu.au:10072/39985","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10072/39985","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":[{"display_name":"Gender equality","id":"https://metadata.un.org/sdg/5","score":0.6025999784469604}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":82,"referenced_works":["https://openalex.org/W32159058","https://openalex.org/W1502163265","https://openalex.org/W1509371583","https://openalex.org/W1572103641","https://openalex.org/W1573740249","https://openalex.org/W1602197886","https://openalex.org/W1633346712","https://openalex.org/W1976481829","https://openalex.org/W1979965218","https://openalex.org/W1980367810","https://openalex.org/W1982553581","https://openalex.org/W1983901637","https://openalex.org/W1989528006","https://openalex.org/W1991670833","https://openalex.org/W1995426927","https://openalex.org/W1997818371","https://openalex.org/W2000793553","https://openalex.org/W2003358778","https://openalex.org/W2003825788","https://openalex.org/W2009057200","https://openalex.org/W2010037013","https://openalex.org/W2011497202","https://openalex.org/W2012237922","https://openalex.org/W2014855815","https://openalex.org/W2015789329","https://openalex.org/W2017613618","https://openalex.org/W2020235886","https://openalex.org/W2025123412","https://openalex.org/W2028184439","https://openalex.org/W2028441304","https://openalex.org/W2029807286","https://openalex.org/W2035494440","https://openalex.org/W2039022470","https://openalex.org/W2039795475","https://openalex.org/W2042629033","https://openalex.org/W2043157882","https://openalex.org/W2044453219","https://openalex.org/W2048773153","https://openalex.org/W2050008817","https://openalex.org/W2064906171","https://openalex.org/W2066800376","https://openalex.org/W2077040059","https://openalex.org/W2078158581","https://openalex.org/W2083629632","https://openalex.org/W2084652922","https://openalex.org/W2086871700","https://openalex.org/W2088469517","https://openalex.org/W2089844602","https://openalex.org/W2090266480","https://openalex.org/W2102097552","https://openalex.org/W2107576483","https://openalex.org/W2113136459","https://openalex.org/W2113761767","https://openalex.org/W2122912498","https://openalex.org/W2124024291","https://openalex.org/W2127234861","https://openalex.org/W2127749459","https://openalex.org/W2128674308","https://openalex.org/W2136091221","https://openalex.org/W2137247419","https://openalex.org/W2143163471","https://openalex.org/W2145347606","https://openalex.org/W2150410658","https://openalex.org/W2166032900","https://openalex.org/W2166978339","https://openalex.org/W2327425965","https://openalex.org/W2333954233","https://openalex.org/W2335653399","https://openalex.org/W2408930335","https://openalex.org/W2409556403","https://openalex.org/W2411504342","https://openalex.org/W2411943542","https://openalex.org/W2412109884","https://openalex.org/W2415084420","https://openalex.org/W2625549040","https://openalex.org/W2979004145","https://openalex.org/W3011372146","https://openalex.org/W3015634246","https://openalex.org/W3023694165","https://openalex.org/W3126732555","https://openalex.org/W4285719527","https://openalex.org/W6601291160"],"related_works":["https://openalex.org/W2011497202","https://openalex.org/W2080283036","https://openalex.org/W2500282825","https://openalex.org/W2363509027","https://openalex.org/W3166103350","https://openalex.org/W1997818371","https://openalex.org/W7096344038","https://openalex.org/W1604735012","https://openalex.org/W2024972102","https://openalex.org/W55805992"],"abstract_inverted_index":{"Purpose":[0],"This":[1],"paper":[2,138],"aims":[3],"to":[4,112],"examine":[5],"the":[6,79,114],"association":[7],"of":[8,29,40,68,99],"relationship":[9,22,62,73,88,101,115,121,126],"marketing":[10,63,116],"variables":[11,81,117],"(namely":[12],"trust,":[13],"commitment,":[14],"communication,":[15,77],"and":[16,26,107,133],"conflict":[17],"handling)":[18],"with":[19,85],"overall":[20,71,120],"firm\u2010customer":[21,72,87,100],"quality":[23,98],"between":[24,131],"male":[25],"female":[27],"customers":[28,44],"Malaysian":[30],"banks.":[31],"Design/methodology/approach":[32],"Data":[33],"were":[34,94],"colleted":[35],"through":[36],"a":[37,65],"field":[38],"survey":[39],"randomly":[41],"selected":[42],"bank":[43],"in":[45,70,104],"Malaysia.":[46],"Hierarchical":[47],"multiple":[48],"regression":[49],"analysis":[50],"(HMRA)":[51],"was":[52],"employed":[53],"for":[54,76],"data":[55],"analysis.":[56],"Findings":[57],"The":[58,97,137],"results":[59],"show":[60],"that":[61,118],"explains":[64],"significant":[66,91],"amount":[67],"variance":[69],"quality.":[74,89],"Except":[75],"all":[78],"independent":[80],"are":[82,110],"significantly":[83],"associated":[84],"perceived":[86],"No":[90],"gender":[92],"differences":[93],"observed.":[95],"Originality/value":[96],"is":[102,127,135],"important":[103],"customer":[105],"retention":[106],"loyalty.":[108],"There":[109],"efforts":[111],"understand":[113],"drive":[119],"quality,":[122],"but":[123],"whether":[124],"this":[125,140],"generic":[128],"or":[129],"differs":[130],"males":[132],"females":[134],"unknown.":[136],"provides":[139],"insight.":[141]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":1},{"year":2018,"cited_by_count":3},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}