{"id":"https://openalex.org/W2904522109","doi":"https://doi.org/10.24052/jbrmr/v13is02/art-03","title":"An investigation into the relationship between customer relationship marketing and customer retention: superstore retailing context in Bangladesh","display_name":"An investigation into the relationship between customer relationship marketing and customer retention: superstore retailing context in Bangladesh","publication_year":2018,"publication_date":"2018-12-06","ids":{"openalex":"https://openalex.org/W2904522109","doi":"https://doi.org/10.24052/jbrmr/v13is02/art-03","mag":"2904522109"},"language":"en","primary_location":{"id":"doi:10.24052/jbrmr/v13is02/art-03","doi":"https://doi.org/10.24052/jbrmr/v13is02/art-03","is_oa":true,"landing_page_url":"https://doi.org/10.24052/jbrmr/v13is02/art-03","pdf_url":"http://jbrmr.com/cdn/article_file/2018-12-07-17-12-11-PM.pdf","source":{"id":"https://openalex.org/S4306515389","display_name":"Journal of Business & Retail Management Research","issn_l":"1751-8202","issn":["1751-8202","2056-6271"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific","poland-20"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business & Retail Management Research","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"http://jbrmr.com/cdn/article_file/2018-12-07-17-12-11-PM.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5108671118","display_name":"Palto Datta","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I141584323","display_name":"University of Hertfordshire","ror":"https://ror.org/0267vjk41","country_code":"GB","type":"education","lineage":["https://openalex.org/I141584323"]}],"countries":["GB"],"is_corresponding":true,"raw_author_name":"Palto Datta","raw_affiliation_strings":["Centre for Innovative Leadership Navigation, UK","University of Hertfordshire, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Centre for Innovative Leadership Navigation, UK","institution_ids":[]},{"raw_affiliation_string":"University of Hertfordshire, UK","institution_ids":["https://openalex.org/I141584323"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Peter Fraser","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I141584323","display_name":"University of Hertfordshire","ror":"https://ror.org/0267vjk41","country_code":"GB","type":"education","lineage":["https://openalex.org/I141584323"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Peter Fraser","raw_affiliation_strings":["University of Hertfordshire, UK","Centre for Innovative Leadership Navigation, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Hertfordshire, UK","institution_ids":["https://openalex.org/I141584323"]},{"raw_affiliation_string":"Centre for Innovative Leadership Navigation, UK","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5084938859","display_name":"Mohamed Lebcir","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I141584323","display_name":"University of Hertfordshire","ror":"https://ror.org/0267vjk41","country_code":"GB","type":"education","lineage":["https://openalex.org/I141584323"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Mohamed Lebcir","raw_affiliation_strings":["University of Hertfordshire, UK","Centre for Innovative Leadership Navigation, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Hertfordshire, UK","institution_ids":["https://openalex.org/I141584323"]},{"raw_affiliation_string":"Centre for Innovative Leadership Navigation, UK","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5108671118"],"corresponding_institution_ids":["https://openalex.org/I141584323"],"apc_list":null,"apc_paid":null,"fwci":1.7583,"has_fulltext":true,"cited_by_count":20,"citation_normalized_percentile":{"value":0.89230506,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":"13","issue":"02","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":0.9994999766349792,"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":0.9994999766349792,"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/T12384","display_name":"Customer churn and segmentation","score":0.0003000000142492354,"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/T11536","display_name":"Consumer Retail Behavior Studies","score":9.999999747378752e-05,"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-relationship-marketing","display_name":"customer relationship marketing","score":0.9940000176429749},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.9940000176429749},{"id":"https://openalex.org/keywords/food-retail","display_name":"food retail","score":0.8360000252723694},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.7680000066757202},{"id":"https://openalex.org/keywords/relationship-quality","display_name":"relationship quality","score":0.8069999814033508},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.625},{"id":"https://openalex.org/keywords/trust","display_name":"trust","score":0.7390000224113464},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9710000157356262},{"id":"https://openalex.org/keywords/customer-retention-strategy","display_name":"customer retention strategy","score":0.6489999890327454},{"id":"https://openalex.org/keywords/bangladesh","display_name":"Bangladesh","score":0.7839999794960022}],"concepts":[{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7814699411392212},{"id":"https://openalex.org/C54649085","wikidata":"https://www.wikidata.org/wiki/Q574424","display_name":"Relationship marketing","level":3,"score":0.7302746772766113},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.671469509601593},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.6367826461791992},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.6273380517959595},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5317643284797668},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5157797336578369},{"id":"https://openalex.org/C2775836275","wikidata":"https://www.wikidata.org/wiki/Q3502310","display_name":"Dynamism","level":2,"score":0.49578866362571716},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.46363112330436707},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.4594586193561554},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4556160569190979},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.4380664527416229},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.4376091957092285},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.4359559416770935},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.43439266085624695},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.38835635781288147},{"id":"https://openalex.org/C192975520","wikidata":"https://www.wikidata.org/wiki/Q1143466","display_name":"Marketing management","level":2,"score":0.3829030394554138},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"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/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","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/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","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}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.24052/jbrmr/v13is02/art-03","doi":"https://doi.org/10.24052/jbrmr/v13is02/art-03","is_oa":true,"landing_page_url":"https://doi.org/10.24052/jbrmr/v13is02/art-03","pdf_url":"http://jbrmr.com/cdn/article_file/2018-12-07-17-12-11-PM.pdf","source":{"id":"https://openalex.org/S4306515389","display_name":"Journal of Business & Retail Management Research","issn_l":"1751-8202","issn":["1751-8202","2056-6271"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific","poland-20"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business & Retail Management Research","raw_type":"journal-article"},{"id":"pmh:oai:uhra.herts.ac.uk:8313","doi":null,"is_oa":true,"landing_page_url":"https://uhra.herts.ac.uk/view/author_id/p=2Efraser=40herts=2Eac=2Euk.html>","pdf_url":"https://uhra.herts.ac.uk/id/eprint/8313/1/JBRMR_Retail_in_Bangladesh_Paper.pdf","source":{"id":"https://openalex.org/S4306400241","display_name":"University of Hertfordshire Research Archive (University of Hertfordshire)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I141584323","host_organization_name":"University of Hertfordshire","host_organization_lineage":["https://openalex.org/I141584323"],"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:uhra.herts.ac.uk:2299/22246","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/2299/22246","pdf_url":null,"source":{"id":"https://openalex.org/S4306400241","display_name":"University of Hertfordshire Research Archive (University of Hertfordshire)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I141584323","host_organization_name":"University of Hertfordshire","host_organization_lineage":["https://openalex.org/I141584323"],"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":null}],"best_oa_location":{"id":"doi:10.24052/jbrmr/v13is02/art-03","doi":"https://doi.org/10.24052/jbrmr/v13is02/art-03","is_oa":true,"landing_page_url":"https://doi.org/10.24052/jbrmr/v13is02/art-03","pdf_url":"http://jbrmr.com/cdn/article_file/2018-12-07-17-12-11-PM.pdf","source":{"id":"https://openalex.org/S4306515389","display_name":"Journal of Business & Retail Management Research","issn_l":"1751-8202","issn":["1751-8202","2056-6271"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific","poland-20"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business & Retail Management Research","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2904522109.pdf","grobid_xml":"https://content.openalex.org/works/W2904522109.grobid-xml"},"referenced_works_count":76,"referenced_works":["https://openalex.org/W22426819","https://openalex.org/W1494576163","https://openalex.org/W1533085153","https://openalex.org/W1535387232","https://openalex.org/W1546962813","https://openalex.org/W1573234480","https://openalex.org/W1594945480","https://openalex.org/W1672719255","https://openalex.org/W1965446534","https://openalex.org/W1971383864","https://openalex.org/W1973687016","https://openalex.org/W1975474275","https://openalex.org/W1983883977","https://openalex.org/W1987475070","https://openalex.org/W1988600566","https://openalex.org/W1989336316","https://openalex.org/W1990827768","https://openalex.org/W1995956935","https://openalex.org/W2002099791","https://openalex.org/W2004292554","https://openalex.org/W2007962006","https://openalex.org/W2008202927","https://openalex.org/W2009341441","https://openalex.org/W2014171989","https://openalex.org/W2016566714","https://openalex.org/W2020584686","https://openalex.org/W2021919913","https://openalex.org/W2025926893","https://openalex.org/W2028809046","https://openalex.org/W2030483771","https://openalex.org/W2032004715","https://openalex.org/W2038612534","https://openalex.org/W2039434325","https://openalex.org/W2041181313","https://openalex.org/W2048083386","https://openalex.org/W2049232511","https://openalex.org/W2060056286","https://openalex.org/W2060158278","https://openalex.org/W2060353819","https://openalex.org/W2061569435","https://openalex.org/W2064420673","https://openalex.org/W2068581935","https://openalex.org/W2070614251","https://openalex.org/W2082435357","https://openalex.org/W2085103830","https://openalex.org/W2086028761","https://openalex.org/W2095589861","https://openalex.org/W2106772961","https://openalex.org/W2115908788","https://openalex.org/W2121967685","https://openalex.org/W2123137487","https://openalex.org/W2125449930","https://openalex.org/W2129668330","https://openalex.org/W2137247419","https://openalex.org/W2137467455","https://openalex.org/W2149887444","https://openalex.org/W2153932359","https://openalex.org/W2153942071","https://openalex.org/W2162441893","https://openalex.org/W2172777967","https://openalex.org/W2174100259","https://openalex.org/W2181456336","https://openalex.org/W2182856773","https://openalex.org/W2329798200","https://openalex.org/W2339997936","https://openalex.org/W2345978201","https://openalex.org/W2482497309","https://openalex.org/W2895084344","https://openalex.org/W2994483920","https://openalex.org/W3125356438","https://openalex.org/W3126090267","https://openalex.org/W3126732555","https://openalex.org/W4238444027","https://openalex.org/W4245612575","https://openalex.org/W4246333363","https://openalex.org/W6686051069"],"related_works":["https://openalex.org/W2786448379","https://openalex.org/W4390483277","https://openalex.org/W3098410159","https://openalex.org/W4318992428","https://openalex.org/W2955718733","https://openalex.org/W2102844317","https://openalex.org/W7220771531","https://openalex.org/W1667758119","https://openalex.org/W581480369","https://openalex.org/W3146127702"],"abstract_inverted_index":{"The":[0],"context":[1,166],"of":[2,12,30,76,100,138,146,167,180,201],"this":[3,13],"study":[4,14,175],"is":[5,15,33,71,97,135,162],"Bangladesh`s":[6],"food":[7,204],"retailing":[8,169],"sector.The":[9],"main":[10],"purpose":[11],"to":[16,34,73,94,105,125,130,153],"investigate":[17],"the":[18,74,98,112,143,155,160,165,174,223],"relationship":[19,147,194],"between":[20],"Customer":[21],"Relationship":[22,31],"Marketing":[23,32],"(CRM)":[24],"and":[25,43,58,109,122,189,232],"customer":[26,132,181,233,240,246],"retention.The":[27],"core":[28,144],"aim":[29],"build":[35],"long":[36],"lasting":[37],"mutually":[38],"bonded":[39],"relationships":[40,220],"with":[41,111],"customers":[42,90,206],"various":[44],"other":[45],"important":[46],"stakeholders.The":[47],"concept":[48,70,161],"has":[49,59,81],"attracted":[50],"considerable":[51],"attention":[52],"among":[53,140],"scholars":[54],"in":[55,61,107,128,164,171,209,243],"recent":[56],"decades":[57],"appeared":[60],"service":[62,187,228],"marketing":[63,68,148],"literature":[64],"as":[65,79],"a":[66,136,177,210],"new":[67,102,163],"paradigm.The":[69],"critical":[72],"success":[75],"any":[77],"organisation":[78],"it":[80],"been":[82],"an":[83],"accepted":[84],"phenomenon":[85],"that":[86,88,149,227],"maintains":[87],"existing":[89],"are":[91,117,235],"far":[92],"easier":[93],"retain":[95],"than":[96],"process":[99],"acquiring":[101],"customers.In":[103],"order":[104,129],"stay":[106],"business":[108,114],"cope":[110],"challenging":[113],"dynamism,":[115],"organisations":[116],"continuously":[118],"searching":[119],"for":[120,237],"reliable":[121],"serviceable":[123],"strategies":[124],"be":[126,151],"employed":[127],"increase":[131],"retention.However,":[133],"there":[134],"lack":[137],"consensus":[139],"researchers":[141],"on":[142,222],"antecedents":[145],"can":[150],"used":[152],"achieve":[154],"above":[156],"aims,":[157],"especially":[158],"while":[159],"organised":[168],"sectors":[170],"Bangladesh.In":[172],"response,":[173],"developed":[176],"conceptual":[178],"framework":[179],"retention":[182],"strategy":[183],"which":[184,242],"incorporates":[185],"bonds,":[186],"quality":[188,191],"relational":[190],"into":[192],"one":[193],"model.The":[195,224],"model":[196],"establishes":[197],"eleven":[198],"hypotheses.A":[199],"sample":[200,212],"202":[202],"grocery":[203],"retail":[205],"were":[207],"selected":[208,215],"random":[211],"from":[213],"four":[214],"superstores.The":[216],"results":[217],"support":[218],"hypothesized":[219],"built":[221],"findings":[225],"indicate":[226],"quality,":[229],"trust,":[230],"bond":[231],"satisfactions":[234],"vital":[236],"creating":[238],"positive":[239],"loyalty":[241],"turn":[244],"creates":[245],"retention.":[247]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":5},{"year":2022,"cited_by_count":6},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2018-12-22T00:00:00"}