{"id":"https://openalex.org/W3194881389","doi":null,"title":"Use of Qualitative Research Approaches in area of Banking and Customer Relationship Management: A Review of Existing Literature","display_name":"Use of Qualitative Research Approaches in area of Banking and Customer Relationship Management: A Review of Existing Literature","publication_year":2020,"publication_date":"2020-06-25","ids":{"openalex":"https://openalex.org/W3194881389","mag":"3194881389"},"language":"en","primary_location":{"id":"mag:3194881389","doi":null,"is_oa":false,"landing_page_url":"https://journals.ckcpublishing.org/index.php/Job/article/view/26","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null},"volume":null,"type":"review","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/A5052710868","display_name":"Samina Khan","orcid":"https://orcid.org/0000-0001-8611-1614","observed_orcids":["https://orcid.org/0000-0001-8611-1614"]},"institutions":[{"id":"https://openalex.org/I127670440","display_name":"Bahauddin Zakariya University","ror":"https://ror.org/05x817c41","country_code":"PK","type":"education","lineage":["https://openalex.org/I127670440"]}],"countries":["PK"],"is_corresponding":false,"raw_author_name":"Samina Khan","raw_affiliation_strings":["Bahauddin Zakariya University,Multan"],"raw_orcid":"https://orcid.org/0000-0001-8611-1614","affiliations":[{"raw_affiliation_string":"Bahauddin Zakariya University,Multan","institution_ids":["https://openalex.org/I127670440"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Kiran Saba","orcid":"https://orcid.org/0000-0002-6342-1342","observed_orcids":["https://orcid.org/0000-0002-6342-1342"]},"institutions":[{"id":"https://openalex.org/I127670440","display_name":"Bahauddin Zakariya University","ror":"https://ror.org/05x817c41","country_code":"PK","type":"education","lineage":["https://openalex.org/I127670440"]}],"countries":["PK"],"is_corresponding":false,"raw_author_name":"Kiran Saba","raw_affiliation_strings":["Bahauddin Zakariya University,Multan"],"raw_orcid":"https://orcid.org/0000-0002-6342-1342","affiliations":[{"raw_affiliation_string":"Bahauddin Zakariya University,Multan","institution_ids":["https://openalex.org/I127670440"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5033866816","display_name":"Maheen Javed","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4391012582","display_name":"Institute of Southern Punjab","ror":"https://ror.org/05fvxrd95","country_code":"PK","type":"education","lineage":["https://openalex.org/I4391012582"]}],"countries":["PK"],"is_corresponding":false,"raw_author_name":"Maheen Javed","raw_affiliation_strings":["Institute of Southern Punjab Multan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institute of Southern Punjab Multan","institution_ids":["https://openalex.org/I4391012582"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"2","issue":"1","first_page":"180","last_page":"187"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8809000253677368,"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":0.8809000253677368,"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/T11530","display_name":"Business and Management Studies","score":0.026599999517202377,"subfield":{"id":"https://openalex.org/subfields/1403","display_name":"Business and International 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/T12880","display_name":"Qualitative Research Methods and Applications","score":0.022299999371170998,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/qualitative-research","display_name":"qualitative research","score":0.9649999737739563},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.8610000014305115},{"id":"https://openalex.org/keywords/banking","display_name":"banking sector","score":0.9850000143051147},{"id":"https://openalex.org/keywords/in-depth-interviews","display_name":"in-depth interviews","score":0.9200000166893005},{"id":"https://openalex.org/keywords/case-studies","display_name":"case studies","score":0.7519999742507935},{"id":"https://openalex.org/keywords/focus-groups","display_name":"focus groups","score":0.9670000076293945},{"id":"https://openalex.org/keywords/researchers-perspectives","display_name":"researcher perspectives","score":0.3880000114440918}],"concepts":[{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.7960131168365479},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.5697395205497742},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.541812539100647},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.5259038209915161},{"id":"https://openalex.org/C56995899","wikidata":"https://www.wikidata.org/wiki/Q1126687","display_name":"Focus group","level":2,"score":0.495220810174942},{"id":"https://openalex.org/C3018587665","wikidata":"https://www.wikidata.org/wiki/Q7268696","display_name":"Qualitative analysis","level":3,"score":0.4836312532424927},{"id":"https://openalex.org/C50335755","wikidata":"https://www.wikidata.org/wiki/Q483247","display_name":"Phenomenon","level":2,"score":0.46999725699424744},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4076661467552185},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3638327121734619},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.326785683631897},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.29691141843795776},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.27450498938560486},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.13164451718330383},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.1178799569606781},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.10269880294799805},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"mag:3194881389","doi":null,"is_oa":false,"landing_page_url":"https://journals.ckcpublishing.org/index.php/Job/article/view/26","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":21,"referenced_works":["https://openalex.org/W101563489","https://openalex.org/W653090840","https://openalex.org/W1479754761","https://openalex.org/W1516534262","https://openalex.org/W1965685521","https://openalex.org/W2007006972","https://openalex.org/W2013416056","https://openalex.org/W2019496850","https://openalex.org/W2055410913","https://openalex.org/W2070855866","https://openalex.org/W2078388461","https://openalex.org/W2080710900","https://openalex.org/W2737248425","https://openalex.org/W2810388653","https://openalex.org/W2891989088","https://openalex.org/W2971035958","https://openalex.org/W2983949732","https://openalex.org/W3008452669","https://openalex.org/W3121463978","https://openalex.org/W3128540113","https://openalex.org/W4254621481"],"related_works":["https://openalex.org/W2472462070","https://openalex.org/W3168859028","https://openalex.org/W7043180855","https://openalex.org/W2082903324","https://openalex.org/W3212545440","https://openalex.org/W831031343","https://openalex.org/W6907113550","https://openalex.org/W3122477257","https://openalex.org/W3130016526","https://openalex.org/W4286375820"],"abstract_inverted_index":{"Qualitative":[0],"research":[1],"approach":[2],"which":[3],"is":[4,11,23,36,76],"also":[5],"known":[6],"as":[7,142],"word":[8],"based":[9],"analysis":[10],"used":[12,61,77,85,113,131],"when":[13],"researcher":[14],"need":[15],"in":[16,43,65,116,135],"depth":[17],"information":[18],"about":[19,26,30,37,90,105],"a":[20],"phenomenon.":[21],"It":[22,53],"basically":[24],"learning":[25],"the":[27,31,38,44,82,103,133,145],"people\u2019s":[28],"perspective":[29],"world.":[32],"This":[33],"review":[34],"paper":[35,101],"use":[39],"of":[40,46,71,144],"qualitative":[41,63,74,114,125],"techniques":[42,64,87,115],"area":[45],"banking":[47,95,106],"and":[48,96,107,109,152],"customer":[49,97],"relationship":[50,98],"management":[51],"(CRM).":[52],"attempts":[54],"to":[55,67,88,94],"explain":[56],"that":[57],"how":[58,110],"researchers":[59,83,111,134],"have":[60,84,112],"different":[62],"order":[66],"explore":[68,89],"various":[69],"dimensions":[70],"CRM.":[72],"As":[73],"method":[75],"for":[78],"in-depth":[79,120,153],"exploration":[80,154],"so":[81],"these":[86],"new":[91],"perspectives":[92],"related":[93],"management.":[99],"The":[100],"discusses":[102],"literature":[104],"CRM":[108],"their":[117,149],"studies.":[118],"Observations,":[119],"interviews,":[121],"case":[122],"studies,":[123],"multi-method":[124],"research,":[126],"focus":[127],"group":[128],"discussions":[129],"are":[130],"by":[132],"this":[136],"domain.":[137],"These":[138],"methods":[139],"were":[140,147],"suitable":[141],"most":[143],"concepts":[146],"at":[148],"embryonic":[150],"stage":[151],"was":[155],"required.":[156]},"counts_by_year":[],"updated_date":"2026-10-12T09:40:04.860316","created_date":"2021-08-30T00:00:00"}
