{"id":"https://openalex.org/W4388311505","doi":"https://doi.org/10.5267/j.uscm.2023.10.021","title":"Customer relationship management and brand image: Empirical evidence from marine export company in Indonesia","display_name":"Customer relationship management and brand image: Empirical evidence from marine export company in Indonesia","publication_year":2023,"publication_date":"2023-11-03","ids":{"openalex":"https://openalex.org/W4388311505","doi":"https://doi.org/10.5267/j.uscm.2023.10.021"},"language":"en","primary_location":{"id":"doi:10.5267/j.uscm.2023.10.021","doi":"https://doi.org/10.5267/j.uscm.2023.10.021","is_oa":true,"landing_page_url":"https://doi.org/10.5267/j.uscm.2023.10.021","pdf_url":"https://doi.org/10.5267/j.uscm.2023.10.021","source":{"id":"https://openalex.org/S2764616245","display_name":"Uncertain Supply Chain Management","issn_l":"2291-6822","issn":["2291-6822","2291-6830"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["poland-40","russia-white-list-1"],"host_organization":"https://openalex.org/P4310312984","host_organization_name":"Growing Science","host_organization_lineage":["https://openalex.org/P4310312984"],"host_organization_lineage_names":["Growing Science"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Uncertain Supply Chain Management","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://doi.org/10.5267/j.uscm.2023.10.021","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5070742276","display_name":"Lisda Rahmasari","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405275341","display_name":"Universitas Maritim AMNI Semarang","ror":"https://ror.org/03e2srh66","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405275341"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Lisda Rahmasari","raw_affiliation_strings":["Universitas Maritim AMNI, Semarang, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Maritim AMNI, Semarang, Indonesia","institution_ids":["https://openalex.org/I4405275341"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5007818845","display_name":"Sofwan Farisyi","orcid":"https://orcid.org/0000-0001-7904-5997","observed_orcids":["https://orcid.org/0000-0001-7904-5997"]},"institutions":[{"id":"https://openalex.org/I4210091730","display_name":"Institute of Transportation and Logistic Trisakti","ror":"https://ror.org/00bw2gb04","country_code":"ID","type":"other","lineage":["https://openalex.org/I4210091730"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Sofwan Farisyi","raw_affiliation_strings":["Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia","institution_ids":["https://openalex.org/I4210091730"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Putri Akhsa Nabila","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Putri Akhsa Nabila","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5078692754","display_name":"Prasadja Ricardianto","orcid":"https://orcid.org/0000-0002-4742-5677","observed_orcids":["https://orcid.org/0000-0002-4742-5677"]},"institutions":[{"id":"https://openalex.org/I4210091730","display_name":"Institute of Transportation and Logistic Trisakti","ror":"https://ror.org/00bw2gb04","country_code":"ID","type":"other","lineage":["https://openalex.org/I4210091730"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Prasadja Ricardianto","raw_affiliation_strings":["Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia","institution_ids":["https://openalex.org/I4210091730"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5111068727","display_name":"Tri Iriani Eka Wahyuni","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Tri Iriani Eka Wahyuni","raw_affiliation_strings":["Merchant Marine Polytechnic of Makassar, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Merchant Marine Polytechnic of Makassar, Indonesia","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5019410856","display_name":"Ferdy Trisanto","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210091730","display_name":"Institute of Transportation and Logistic Trisakti","ror":"https://ror.org/00bw2gb04","country_code":"ID","type":"other","lineage":["https://openalex.org/I4210091730"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Ferdy Trisanto","raw_affiliation_strings":["Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia","institution_ids":["https://openalex.org/I4210091730"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5030463217","display_name":"Moejiono Moejiono","orcid":"https://orcid.org/0009-0006-6697-4731","observed_orcids":["https://orcid.org/0009-0006-6697-4731"]},"institutions":[{"id":"https://openalex.org/I4405274166","display_name":"Politeknik Pelayaran Banten","ror":"https://ror.org/016nq3y33","country_code":"ID","type":"education","lineage":["https://openalex.org/I4405274166"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Moejiono Moejiono","raw_affiliation_strings":["Politeknik Pelayaran Banten, Serang, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Politeknik Pelayaran Banten, Serang, Indonesia","institution_ids":["https://openalex.org/I4405274166"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5102819484","display_name":"Arief Rahman","orcid":"https://orcid.org/0000-0003-2600-7932","observed_orcids":["https://orcid.org/0000-0003-2600-7932"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Arief Rahman","raw_affiliation_strings":["Balai Besar Pendidikan Penyegaran dan Peningkatan Ilmu Pelayaran, Jakarta, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Balai Besar Pendidikan Penyegaran dan Peningkatan Ilmu Pelayaran, Jakarta, Indonesia","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5092148059","display_name":"Muhammad Taris Hasibuan","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210091730","display_name":"Institute of Transportation and Logistic Trisakti","ror":"https://ror.org/00bw2gb04","country_code":"ID","type":"other","lineage":["https://openalex.org/I4210091730"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Muhammad Taris Hasibuan","raw_affiliation_strings":["Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institute of Transportation and Logistics Trisakti, Jakarta, Indonesia","institution_ids":["https://openalex.org/I4210091730"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5035537409","display_name":"Endri Endri","orcid":"https://orcid.org/0000-0002-8613-6149","observed_orcids":["https://orcid.org/0000-0002-8613-6149"]},"institutions":[{"id":"https://openalex.org/I177671886","display_name":"Mercu Buana University","ror":"https://ror.org/00qjgk605","country_code":"ID","type":"education","lineage":["https://openalex.org/I177671886"]}],"countries":["ID"],"is_corresponding":true,"raw_author_name":"Endri Endri","raw_affiliation_strings":["Universitas Mercubuana, Jakarta, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Mercubuana, Jakarta, Indonesia","institution_ids":["https://openalex.org/I177671886"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5035537409"],"corresponding_institution_ids":["https://openalex.org/I177671886"],"apc_list":null,"apc_paid":null,"fwci":4.0662,"has_fulltext":true,"cited_by_count":26,"citation_normalized_percentile":{"value":0.93893392,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":97,"max":99},"biblio":{"volume":"12","issue":"1","first_page":"19","last_page":"28"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9976000189781189,"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":0.9976000189781189,"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":0.002099999925121665,"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":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-management","display_name":"customer relationship management","score":1.0},{"id":"https://openalex.org/keywords/brand-image","display_name":"brand image","score":1.0},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.9940000176429749},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/freight-forwarding","display_name":"freight forwarding","score":0.3889999985694885},{"id":"https://openalex.org/keywords/mediating-effect","display_name":"mediating effect","score":0.5809999704360962}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7577667236328125},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7104109525680542},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6562371253967285},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.65386563539505},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.6256217360496521},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.618522584438324},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5440454483032227},{"id":"https://openalex.org/C82793941","wikidata":"https://www.wikidata.org/wiki/Q1046024","display_name":"Path analysis (statistics)","level":2,"score":0.4894370138645172},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.4613073170185089},{"id":"https://openalex.org/C53100981","wikidata":"https://www.wikidata.org/wiki/Q5196454","display_name":"Customer equity","level":5,"score":0.46020975708961487},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.4338526427745819},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.41712701320648193},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.4110586941242218},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.3786349892616272},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.357625812292099},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.07351753115653992},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.06954345107078552},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.5267/j.uscm.2023.10.021","doi":"https://doi.org/10.5267/j.uscm.2023.10.021","is_oa":true,"landing_page_url":"https://doi.org/10.5267/j.uscm.2023.10.021","pdf_url":"https://doi.org/10.5267/j.uscm.2023.10.021","source":{"id":"https://openalex.org/S2764616245","display_name":"Uncertain Supply Chain Management","issn_l":"2291-6822","issn":["2291-6822","2291-6830"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["poland-40","russia-white-list-1"],"host_organization":"https://openalex.org/P4310312984","host_organization_name":"Growing Science","host_organization_lineage":["https://openalex.org/P4310312984"],"host_organization_lineage_names":["Growing Science"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Uncertain Supply Chain Management","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.5267/j.uscm.2023.10.021","doi":"https://doi.org/10.5267/j.uscm.2023.10.021","is_oa":true,"landing_page_url":"https://doi.org/10.5267/j.uscm.2023.10.021","pdf_url":"https://doi.org/10.5267/j.uscm.2023.10.021","source":{"id":"https://openalex.org/S2764616245","display_name":"Uncertain Supply Chain Management","issn_l":"2291-6822","issn":["2291-6822","2291-6830"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["poland-40","russia-white-list-1"],"host_organization":"https://openalex.org/P4310312984","host_organization_name":"Growing Science","host_organization_lineage":["https://openalex.org/P4310312984"],"host_organization_lineage_names":["Growing Science"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Uncertain Supply Chain Management","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4388311505.pdf","grobid_xml":"https://content.openalex.org/works/W4388311505.grobid-xml"},"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W7217633270","https://openalex.org/W7125635764","https://openalex.org/W4392880119","https://openalex.org/W4393953680","https://openalex.org/W7217480553","https://openalex.org/W2994405792","https://openalex.org/W3162095829","https://openalex.org/W4401925196","https://openalex.org/W6923480557","https://openalex.org/W4391181435"],"abstract_inverted_index":{"This":[0,67],"research":[1,68,83],"aimed":[2],"to":[3,44,48,153,174],"analyze":[4],"the":[5,21,41,62,96,109,113,125,139,160,171],"direct":[6],"and":[7,14,52,92,98,127,167],"indirect":[8,161],"influence":[9,162],"of":[10,25,40,75,81,100,104,115,129,133,141,163,177],"customer":[11,18,30,86,148,172],"relationship":[12,87],"management":[13,88],"brand":[15,168],"image":[16,169],"on":[17,95,138,170],"loyalty":[19,99,128,173],"in":[20,35,112,119],"marine":[22,101,120,130,175],"export":[23,102,131],"department":[24],"DSV":[26,105,134,178],"Transport":[27,106,135,179],"Indonesia":[28],"through":[29],"satisfaction.":[31],"Customer":[32,116,164],"Relationship":[33,117,165],"Management":[34,118,166],"goods":[36],"delivery":[37],"was":[38,145,150],"one":[39],"essential":[42],"variables":[43],"improve":[45],"company":[46],"service":[47],"satisfy":[49],"its":[50],"customers":[51,103,132],"impact":[53],"their":[54],"loyalty.":[55],"Research":[56],"with":[57,72],"a":[58,73,90,156],"quantitative":[59,70],"approach":[60],"uses":[61],"Path":[63],"Analysis":[64],"statistical":[65],"tool.":[66],"used":[69],"methods":[71],"sample":[74],"199":[76],"companies.":[77],"The":[78],"key":[79],"findings":[80],"this":[82,142],"stated":[84,146],"that":[85,147],"has":[89],"negative":[91],"insignificant":[93],"effect":[94],"satisfaction":[97,126,149],"Indonesia.":[107,136,180],"Thus,":[108],"changes":[110],"occurring":[111],"application":[114],"exports":[121,176],"would":[122],"not":[123],"affect":[124],"Based":[137],"results":[140],"research,":[143],"it":[144],"indirectly":[151],"able":[152],"function":[154],"as":[155],"mediator":[157],"or":[158],"mediate":[159]},"counts_by_year":[{"year":2026,"cited_by_count":4},{"year":2025,"cited_by_count":15},{"year":2024,"cited_by_count":7}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2023-11-04T00:00:00"}