{"id":"https://openalex.org/W2287477336","doi":null,"title":"A formative approach to customer value in the Indonesian higher education sector","display_name":"A formative approach to customer value in the Indonesian higher education sector","publication_year":2008,"publication_date":"2008-01-01","ids":{"openalex":"https://openalex.org/W2287477336","mag":"2287477336"},"language":"en","primary_location":{"id":"pmh:oai:researchbank.swinburne.edu.au:63602ff1-c6a4-439a-b725-688140f66343/1","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/1959.3/88168","pdf_url":null,"source":{"id":"https://openalex.org/S4306401157","display_name":"Swinburne figshare (Swinburne University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I57093077","host_organization_name":"Swinburne University of Technology","host_organization_lineage":["https://openalex.org/I57093077"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"Marketing: Shifting the Focus from the Mainstream to Offbeat, the Australia and New Zealand Marketing Conference (ANZMAC 2008), Sydney, New South Wales, Australia, 01-03 December 2008 / Daniela Spanjaard, Sara Denize and Neeru Sharma (eds.)","raw_type":null},"volume":null,"type":"conference-paper","is_traditional":true,"indexed_in":[],"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/A5053732026","display_name":"Ratna Roostika","orcid":"https://orcid.org/0000-0003-3849-5099","observed_orcids":["https://orcid.org/0000-0003-3849-5099"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Roostika, Ratna","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5042330991","display_name":"Siva Muthaly","orcid":"https://orcid.org/0000-0003-3074-3588","observed_orcids":["https://orcid.org/0000-0003-3074-3588"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Muthaly, Siva","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":0.0,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":87,"max":93},"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9970999956130981,"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":0.9970999956130981,"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/T11114","display_name":"Service and Product Innovation","score":0.000699999975040555,"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/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0006000000284984708,"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/customer-value","display_name":"customer value","score":0.9980000257492065},{"id":"https://openalex.org/keywords/formative-measurement","display_name":"formative measurement","score":0.7670000195503235},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9150000214576721},{"id":"https://openalex.org/keywords/behavioral-intention","display_name":"behavioral intention","score":0.9580000042915344},{"id":"https://openalex.org/keywords/higher-education-institutions","display_name":"higher education institutions","score":0.7400000095367432},{"id":"https://openalex.org/keywords/student-satisfaction","display_name":"student satisfaction","score":0.44600000977516174},{"id":"https://openalex.org/keywords/indonesian-higher-education","display_name":"Indonesian higher education","score":0.6290000081062317}],"concepts":[{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.7073572874069214},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6617677211761475},{"id":"https://openalex.org/C53100981","wikidata":"https://www.wikidata.org/wiki/Q5196454","display_name":"Customer equity","level":5,"score":0.6314700245857239},{"id":"https://openalex.org/C90734943","wikidata":"https://www.wikidata.org/wiki/Q17008777","display_name":"Conceptualization","level":2,"score":0.5751306414604187},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.557929277420044},{"id":"https://openalex.org/C42525527","wikidata":"https://www.wikidata.org/wiki/Q1209955","display_name":"Formative assessment","level":2,"score":0.5560970902442932},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5391697287559509},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5170260071754456},{"id":"https://openalex.org/C130721881","wikidata":"https://www.wikidata.org/wiki/Q1146253","display_name":"Customer lifetime value","level":5,"score":0.4438633620738983},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.4237612187862396},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.41590234637260437},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4003342390060425},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.20139765739440918},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.18039047718048096},{"id":"https://openalex.org/C145420912","wikidata":"https://www.wikidata.org/wiki/Q853077","display_name":"Mathematics education","level":1,"score":0.06047379970550537},{"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/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"pmh:oai:researchbank.swinburne.edu.au:63602ff1-c6a4-439a-b725-688140f66343/1","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/1959.3/88168","pdf_url":null,"source":{"id":"https://openalex.org/S4306401157","display_name":"Swinburne figshare (Swinburne University of Technology)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I57093077","host_organization_name":"Swinburne University of Technology","host_organization_lineage":["https://openalex.org/I57093077"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"Marketing: Shifting the Focus from the Mainstream to Offbeat, the Australia and New Zealand Marketing Conference (ANZMAC 2008), Sydney, New South Wales, Australia, 01-03 December 2008 / Daniela Spanjaard, Sara Denize and Neeru Sharma (eds.)","raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/4","score":0.5385000109672546,"display_name":"Quality education"}],"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":40,"referenced_works":["https://openalex.org/W1589322874","https://openalex.org/W1602112707","https://openalex.org/W1906706893","https://openalex.org/W1965338101","https://openalex.org/W1979522819","https://openalex.org/W1982822956","https://openalex.org/W1982858945","https://openalex.org/W1991623719","https://openalex.org/W1993177581","https://openalex.org/W1997176931","https://openalex.org/W1997429116","https://openalex.org/W2001916972","https://openalex.org/W2019945100","https://openalex.org/W2024924955","https://openalex.org/W2026368098","https://openalex.org/W2026809175","https://openalex.org/W2031638089","https://openalex.org/W2036063909","https://openalex.org/W2036796144","https://openalex.org/W2046752514","https://openalex.org/W2049159124","https://openalex.org/W2054930208","https://openalex.org/W2056695936","https://openalex.org/W2057643324","https://openalex.org/W2059878324","https://openalex.org/W2060918604","https://openalex.org/W2063986913","https://openalex.org/W2068092663","https://openalex.org/W2077944541","https://openalex.org/W2086642814","https://openalex.org/W2087836953","https://openalex.org/W2098685541","https://openalex.org/W2122912498","https://openalex.org/W2128275731","https://openalex.org/W2146410840","https://openalex.org/W2234232270","https://openalex.org/W2323132578","https://openalex.org/W3015634246","https://openalex.org/W3157407122","https://openalex.org/W4235678817"],"related_works":["https://openalex.org/W44564840","https://openalex.org/W2038458643","https://openalex.org/W2169873213","https://openalex.org/W3149594673","https://openalex.org/W1532095563","https://openalex.org/W2361577140","https://openalex.org/W7011609868","https://openalex.org/W2897332807","https://openalex.org/W1586599250","https://openalex.org/W4417447326"],"abstract_inverted_index":{"Superior":[0],"customer":[1,25,41,62,69,92,98,111,114],"value":[2,9,63,93,112],"is":[3],"essential":[4],"to":[5,68,79],"win":[6],"competition.":[7],"Customer":[8],"has":[10,16,94],"grown":[11],"in":[12,23,31,83],"interest":[13],"since":[14],"it":[15,44,104],"been":[17],"found":[18,106],"as":[19,48],"a":[20,49],"stable":[21],"construct":[22],"predicting":[24],"behaviour.":[26],"However,":[27],"when":[28],"being":[29],"examined":[30,65],"structural":[32],"equations":[33],"there":[34],"were":[35,119],"debates":[36],"regarding":[37],"the":[38,57,81,84,88,108],"conceptualization":[39,60],"of":[40,61,110],"value,":[42],"whether":[43],"should":[45],"be":[46],"treated":[47],"reflective":[50],"or":[51],"formative":[52,59],"concept.":[53],"This":[54],"study":[55],"adopted":[56],"higher-order":[58],"and":[64,71,100,113],"its":[66],"links":[67],"satisfaction":[70,99,115],"behavioural":[72,101,117],"intentions.":[73,102],"By":[74],"applying":[75],"partial":[76],"least":[77],"squares":[78],"test":[80],"model":[82],"higher":[85],"education":[86],"setting,":[87],"results":[89],"indicate":[90],"that":[91,107],"positive":[95],"relationships":[96],"with":[97],"Additionally,":[103],"was":[105],"effects":[109],"on":[116],"intentions":[118],"only":[120],"small.":[121]},"counts_by_year":[{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1}],"updated_date":"2026-10-12T09:40:04.860316","created_date":"2025-10-10T00:00:00"}