{"id":"https://openalex.org/W2216958799","doi":"https://doi.org/10.1016/j.sapharm.2015.10.001","title":"The missing path to gain customers loyalty in pharmacy retail: The role of the store in developing satisfaction and trust","display_name":"The missing path to gain customers loyalty in pharmacy retail: The role of the store in developing satisfaction and trust","publication_year":2015,"publication_date":"2015-10-23","ids":{"openalex":"https://openalex.org/W2216958799","doi":"https://doi.org/10.1016/j.sapharm.2015.10.001","mag":"2216958799","pmid":"https://pubmed.ncbi.nlm.nih.gov/27555108"},"language":"en","primary_location":{"id":"doi:10.1016/j.sapharm.2015.10.001","doi":"https://doi.org/10.1016/j.sapharm.2015.10.001","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.sapharm.2015.10.001","pdf_url":null,"source":{"id":"https://openalex.org/S50431791","display_name":"Research in Social and Administrative Pharmacy","issn_l":"1551-7411","issn":["1551-7411","1934-8150"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","dongbi-c","jufo-2","ki-jl-1","medline","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Research in Social and Administrative Pharmacy","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","pubmed"],"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/A5024874417","display_name":"Sandro Castaldo","orcid":"https://orcid.org/0000-0003-0376-6821","observed_orcids":["https://orcid.org/0000-0003-0376-6821"]},"institutions":[{"id":"https://openalex.org/I71209653","display_name":"Bocconi University","ror":"https://ror.org/05crjpb27","country_code":"IT","type":"education","lineage":["https://openalex.org/I71209653"]}],"countries":["IT"],"is_corresponding":false,"raw_author_name":"Sandro Castaldo","raw_affiliation_strings":["Bocconi University, SDA Bocconi School of Management, Via Bocconi 8, 20136 Milan, Italy"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Bocconi University, SDA Bocconi School of Management, Via Bocconi 8, 20136 Milan, Italy","institution_ids":["https://openalex.org/I71209653"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5022784192","display_name":"Monica Grosso","orcid":"https://orcid.org/0000-0001-5060-189X","observed_orcids":["https://orcid.org/0000-0001-5060-189X"]},"institutions":[{"id":"https://openalex.org/I51195161","display_name":"\u00c9cole de management de Lyon","ror":"https://ror.org/009gmrj52","country_code":"FR","type":"education","lineage":["https://openalex.org/I51195161"]}],"countries":["FR"],"is_corresponding":true,"raw_author_name":"Monica Grosso","raw_affiliation_strings":["EMLYON Business School, 23, Avenue Guy de Collongue, CS40203, 69134 Ecully Cedex, France. Electronic address: grosso@em-lyon.com","EMLYON Business School, 23, Avenue Guy de Collongue, CS40203, 69134 Ecully Cedex, France"],"raw_orcid":"https://orcid.org/0000-0001-5060-189X","affiliations":[{"raw_affiliation_string":"EMLYON Business School, 23, Avenue Guy de Collongue, CS40203, 69134 Ecully Cedex, France. Electronic address: grosso@em-lyon.com","institution_ids":["https://openalex.org/I51195161"]},{"raw_affiliation_string":"EMLYON Business School, 23, Avenue Guy de Collongue, CS40203, 69134 Ecully Cedex, France","institution_ids":["https://openalex.org/I51195161"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5079694515","display_name":"Erika Mallarini","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I71209653","display_name":"Bocconi University","ror":"https://ror.org/05crjpb27","country_code":"IT","type":"education","lineage":["https://openalex.org/I71209653"]}],"countries":["IT"],"is_corresponding":false,"raw_author_name":"Erika Mallarini","raw_affiliation_strings":["SDA Bocconi School of Management, Via Bocconi 8, 20136 Milan, Italy"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"SDA Bocconi School of Management, Via Bocconi 8, 20136 Milan, Italy","institution_ids":["https://openalex.org/I71209653"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5023162606","display_name":"Marco Rindone","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I71209653","display_name":"Bocconi University","ror":"https://ror.org/05crjpb27","country_code":"IT","type":"education","lineage":["https://openalex.org/I71209653"]}],"countries":["IT"],"is_corresponding":false,"raw_author_name":"Marco Rindone","raw_affiliation_strings":["Bocconi University, Via Roetgen 1, 20136 Milan, Italy"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Bocconi University, Via Roetgen 1, 20136 Milan, Italy","institution_ids":["https://openalex.org/I71209653"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5022784192"],"corresponding_institution_ids":["https://openalex.org/I51195161"],"apc_list":{"value":4880,"currency":"USD","value_usd":4880},"apc_paid":null,"fwci":8.7966,"has_fulltext":false,"cited_by_count":71,"citation_normalized_percentile":{"value":0.96983235,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"12","issue":"5","first_page":"699","last_page":"712"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9262999892234802,"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":0.9262999892234802,"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/T11536","display_name":"Consumer Retail Behavior Studies","score":0.04989999905228615,"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/T13970","display_name":"Pharmacy and Medical Practices","score":0.014600000344216824,"subfield":{"id":"https://openalex.org/subfields/3004","display_name":"Pharmacology"},"field":{"id":"https://openalex.org/fields/30","display_name":"Pharmacology, Toxicology and Pharmaceutics"},"domain":{"id":"https://openalex.org/domains/1","display_name":"Life Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/store-loyalty","display_name":"store loyalty","score":0.7870000004768372},{"id":"https://openalex.org/keywords/community-pharmacy","display_name":"community pharmacy","score":0.9309999942779541},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9020000100135803},{"id":"https://openalex.org/keywords/trust-in-pharmacists","display_name":"trust in pharmacists","score":0.8960000276565552},{"id":"https://openalex.org/keywords/retail-marketing","display_name":"retail marketing","score":0.6470000147819519},{"id":"https://openalex.org/keywords/store-atmosphere","display_name":"store atmosphere","score":0.7710000276565552},{"id":"https://openalex.org/keywords/product-assortment","display_name":"product assortment","score":0.8159999847412109},{"id":"https://openalex.org/keywords/store-communication","display_name":"store communication","score":0.6129999756813049},{"id":"https://openalex.org/keywords/pharmacy-competition","display_name":"pharmacy competition","score":0.5509999990463257},{"id":"https://openalex.org/keywords/grocery-retailers","display_name":"grocers","score":0.503000020980835}],"concepts":[{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.7766919136047363},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7009689807891846},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6776869297027588},{"id":"https://openalex.org/C104863432","wikidata":"https://www.wikidata.org/wiki/Q614304","display_name":"Pharmacy","level":2,"score":0.6132994294166565},{"id":"https://openalex.org/C2778707766","wikidata":"https://www.wikidata.org/wiki/Q202064","display_name":"Phone","level":2,"score":0.5860981345176697},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.46463847160339355},{"id":"https://openalex.org/C91306197","wikidata":"https://www.wikidata.org/wiki/Q45767","display_name":"Competition (biology)","level":2,"score":0.4482911229133606},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.0879172682762146},{"id":"https://openalex.org/C159110408","wikidata":"https://www.wikidata.org/wiki/Q121176","display_name":"Nursing","level":1,"score":0.075320303440094},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","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/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C18903297","wikidata":"https://www.wikidata.org/wiki/Q7150","display_name":"Ecology","level":1,"score":0.0}],"mesh":[{"descriptor_ui":"D000293","descriptor_name":"Adolescent","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false},{"descriptor_ui":"D000328","descriptor_name":"Adult","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false},{"descriptor_ui":"D000368","descriptor_name":"Aged","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false},{"descriptor_ui":"D003157","descriptor_name":"Community Pharmacy Services","qualifier_ui":"Q000458","qualifier_name":"organization & administration","is_major_topic":true},{"descriptor_ui":"D003258","descriptor_name":"Consumer Behavior","qualifier_ui":null,"qualifier_name":null,"is_major_topic":true},{"descriptor_ui":"D004465","descriptor_name":"Economic Competition","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false},{"descriptor_ui":"D005260","descriptor_name":"Female","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false},{"descriptor_ui":"D006801","descriptor_name":"Humans","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false},{"descriptor_ui":"D007558","descriptor_name":"Italy","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false},{"descriptor_ui":"D008297","descriptor_name":"Male","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false},{"descriptor_ui":"D008875","descriptor_name":"Middle Aged","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false},{"descriptor_ui":"D008962","descriptor_name":"Models, Theoretical","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false},{"descriptor_ui":"D010595","descriptor_name":"Pharmacists","qualifier_ui":"Q000458","qualifier_name":"organization & administration","is_major_topic":true},{"descriptor_ui":"D011369","descriptor_name":"Professional-Patient Relations","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false},{"descriptor_ui":"D011795","descriptor_name":"Surveys and Questionnaires","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false},{"descriptor_ui":"D017060","descriptor_name":"Patient Satisfaction","qualifier_ui":null,"qualifier_name":null,"is_major_topic":true},{"descriptor_ui":"D017144","descriptor_name":"Focus Groups","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false},{"descriptor_ui":"D035502","descriptor_name":"Trust","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false},{"descriptor_ui":"D055815","descriptor_name":"Young Adult","qualifier_ui":null,"qualifier_name":null,"is_major_topic":false}],"locations_count":4,"locations":[{"id":"doi:10.1016/j.sapharm.2015.10.001","doi":"https://doi.org/10.1016/j.sapharm.2015.10.001","is_oa":false,"landing_page_url":"https://doi.org/10.1016/j.sapharm.2015.10.001","pdf_url":null,"source":{"id":"https://openalex.org/S50431791","display_name":"Research in Social and Administrative Pharmacy","issn_l":"1551-7411","issn":["1551-7411","1934-8150"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","dongbi-c","jufo-2","ki-jl-1","medline","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Research in Social and Administrative Pharmacy","raw_type":"journal-article"},{"id":"pmid:27555108","doi":null,"is_oa":false,"landing_page_url":"https://pubmed.ncbi.nlm.nih.gov/27555108","pdf_url":null,"source":{"id":"https://openalex.org/S4306525036","display_name":"PubMed","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1299303238","host_organization_name":"National Institutes of Health","host_organization_lineage":["https://openalex.org/I1299303238"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Research in social & administrative pharmacy : RSAP","raw_type":"Journal Article"},{"id":"pmh:oai:HAL:hal-02313332v1","doi":null,"is_oa":false,"landing_page_url":"https://hal.science/hal-02313332","pdf_url":null,"source":{"id":"https://openalex.org/S4306402512","display_name":"HAL","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4405252976","host_organization_name":"Centre pour la Communication Scientifique Directe","host_organization_lineage":["https://openalex.org/I4405252976"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"RSAP, Research in Social and Administrative Pharmacy, 2016, 12 (5), 699-712 p. &#x27E8;10.1016/j.sapharm.2015.10.001&#x27E9;","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:iris.unibocconi.it:11565/3994011","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/11565/3994011","pdf_url":null,"source":{"id":"https://openalex.org/S7407055170","display_name":"Archivio istituzionale della Ricerca - Bocconi","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":"info:eu-repo/semantics/article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"score":0.4399999976158142,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"}],"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":70,"referenced_works":["https://openalex.org/W83386688","https://openalex.org/W119429051","https://openalex.org/W271889821","https://openalex.org/W346766544","https://openalex.org/W577488960","https://openalex.org/W1569816732","https://openalex.org/W1918665936","https://openalex.org/W1968524945","https://openalex.org/W1969029222","https://openalex.org/W1970811284","https://openalex.org/W1974657225","https://openalex.org/W1979744863","https://openalex.org/W1979907230","https://openalex.org/W1983364918","https://openalex.org/W1985169266","https://openalex.org/W1986440703","https://openalex.org/W1986814568","https://openalex.org/W1991451950","https://openalex.org/W1996292235","https://openalex.org/W2014049963","https://openalex.org/W2023181542","https://openalex.org/W2023836995","https://openalex.org/W2027885728","https://openalex.org/W2028184439","https://openalex.org/W2031638089","https://openalex.org/W2035961746","https://openalex.org/W2037447496","https://openalex.org/W2037846525","https://openalex.org/W2040914821","https://openalex.org/W2046252895","https://openalex.org/W2050476600","https://openalex.org/W2050822195","https://openalex.org/W2054258106","https://openalex.org/W2054701821","https://openalex.org/W2059971798","https://openalex.org/W2064610509","https://openalex.org/W2067980049","https://openalex.org/W2069549899","https://openalex.org/W2070420325","https://openalex.org/W2074544095","https://openalex.org/W2078158581","https://openalex.org/W2078528818","https://openalex.org/W2079017615","https://openalex.org/W2079305212","https://openalex.org/W2079928609","https://openalex.org/W2081228936","https://openalex.org/W2086113857","https://openalex.org/W2086241239","https://openalex.org/W2089400693","https://openalex.org/W2089636373","https://openalex.org/W2090266480","https://openalex.org/W2092079662","https://openalex.org/W2095701405","https://openalex.org/W2099293260","https://openalex.org/W2102467277","https://openalex.org/W2103330023","https://openalex.org/W2109174512","https://openalex.org/W2112711354","https://openalex.org/W2137373114","https://openalex.org/W2142175015","https://openalex.org/W2148215741","https://openalex.org/W2166464072","https://openalex.org/W2170430750","https://openalex.org/W2171735111","https://openalex.org/W2172173851","https://openalex.org/W2178766768","https://openalex.org/W2292885896","https://openalex.org/W2319665254","https://openalex.org/W2356310533","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W4388335661","https://openalex.org/W4386746284","https://openalex.org/W3182310841","https://openalex.org/W1701182721","https://openalex.org/W3162138124","https://openalex.org/W2120682947","https://openalex.org/W3026589648","https://openalex.org/W2089636373","https://openalex.org/W3173675468","https://openalex.org/W3176792916"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":4},{"year":2024,"cited_by_count":7},{"year":2023,"cited_by_count":12},{"year":2022,"cited_by_count":10},{"year":2021,"cited_by_count":15},{"year":2020,"cited_by_count":6},{"year":2019,"cited_by_count":5},{"year":2018,"cited_by_count":6},{"year":2017,"cited_by_count":4},{"year":2016,"cited_by_count":1}],"updated_date":"2026-10-31T12:09:11.096373","created_date":"2016-06-24T00:00:00"}
