{"id":"https://openalex.org/W849417375","doi":null,"title":"Are Customer Service Offerings Influencing E-Loyalty? A Graphical Chain Model Approach in the Austrian Mobile Phone Service Provider Industry","display_name":"Are Customer Service Offerings Influencing E-Loyalty? A Graphical Chain Model Approach in the Austrian Mobile Phone Service Provider Industry","publication_year":2010,"publication_date":"2010-01-01","ids":{"openalex":"https://openalex.org/W849417375","mag":"849417375"},"language":"en","primary_location":{"id":"pmh:oai:aisel.aisnet.org:bled2010-1024","doi":null,"is_oa":true,"landing_page_url":"http://aisel.aisnet.org/bled2010/17","pdf_url":"http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1024&context=bled2010","source":{"id":"https://openalex.org/S30879505","display_name":"Journal of the Association for Information Systems","issn_l":"1536-9323","issn":["1536-9323"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-scientific","cwts-core","dongbi-a","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310321080","host_organization_name":"Association for Information Systems","host_organization_lineage":["https://openalex.org/P4310321080"],"host_organization_lineage_names":["Association for Information Systems"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"BLED 2010 Proceedings","raw_type":"text"},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1024&context=bled2010","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5064611365","display_name":"Barbara Krumay","orcid":"https://orcid.org/0000-0001-5313-3833","observed_orcids":["https://orcid.org/0000-0001-5313-3833"]},"institutions":[{"id":"https://openalex.org/I102248843","display_name":"Vienna University of Economics and Business","ror":"https://ror.org/03yn8s215","country_code":"AT","type":"education","lineage":["https://openalex.org/I102248843"]}],"countries":["AT"],"is_corresponding":false,"raw_author_name":"Barbara Krumay","raw_affiliation_strings":["#R##N#Vienna University of Economics and Business"],"raw_orcid":"https://orcid.org/0000-0001-5313-3833","affiliations":[{"raw_affiliation_string":"#R##N#Vienna University of Economics and Business","institution_ids":["https://openalex.org/I102248843"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5049454525","display_name":"Roman Brandtweiner","orcid":"https://orcid.org/0000-0002-2774-2202","observed_orcids":["https://orcid.org/0000-0002-2774-2202"]},"institutions":[{"id":"https://openalex.org/I102248843","display_name":"Vienna University of Economics and Business","ror":"https://ror.org/03yn8s215","country_code":"AT","type":"education","lineage":["https://openalex.org/I102248843"]}],"countries":["AT"],"is_corresponding":false,"raw_author_name":"Roman Brandtweiner","raw_affiliation_strings":["#R##N#Vienna University of Economics and Business"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"#R##N#Vienna University of Economics and Business","institution_ids":["https://openalex.org/I102248843"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I102248843"],"apc_list":null,"apc_paid":null,"fwci":0.7514,"has_fulltext":true,"cited_by_count":7,"citation_normalized_percentile":{"value":0.84247236,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":95},"biblio":{"volume":null,"issue":null,"first_page":"17","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":0.9990000128746033,"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":0.9990000128746033,"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/T10609","display_name":"Digital Marketing and Social Media","score":0.00039999998989515007,"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/T10068","display_name":"Technology Adoption and User Behaviour","score":0.00039999998989515007,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/e-loyalty","display_name":"e-loyalty","score":0.9259999990463257},{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.6489999890327454},{"id":"https://openalex.org/keywords/online-customer-service","display_name":"online customer service","score":0.9929999709129333},{"id":"https://openalex.org/keywords/word-of-mouth","display_name":"word of mouth","score":0.8410000205039978},{"id":"https://openalex.org/keywords/switching-probability","display_name":"switching probability","score":0.7860000133514404},{"id":"https://openalex.org/keywords/mobile-network-operators","display_name":"mobile operators","score":0.7839999794960022},{"id":"https://openalex.org/keywords/b2c-e-commerce","display_name":"B2C e-commerce","score":0.925000011920929}],"concepts":[{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.7105405926704407},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5787957906723022},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5602127313613892},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.5390903353691101},{"id":"https://openalex.org/C2778023277","wikidata":"https://www.wikidata.org/wiki/Q321703","display_name":"Premise","level":2,"score":0.5149751305580139},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.5072004795074463},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.48497581481933594},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.47932255268096924},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.47009775042533875},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.44864094257354736},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4375725984573364},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.32931822538375854},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.3215397000312805},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","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}],"mesh":[],"locations_count":3,"locations":[{"id":"pmh:oai:aisel.aisnet.org:bled2010-1024","doi":null,"is_oa":true,"landing_page_url":"http://aisel.aisnet.org/bled2010/17","pdf_url":"http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1024&context=bled2010","source":{"id":"https://openalex.org/S30879505","display_name":"Journal of the Association for Information Systems","issn_l":"1536-9323","issn":["1536-9323"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-scientific","cwts-core","dongbi-a","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310321080","host_organization_name":"Association for Information Systems","host_organization_lineage":["https://openalex.org/P4310321080"],"host_organization_lineage_names":["Association for Information Systems"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"BLED 2010 Proceedings","raw_type":"text"},{"id":"pmh:oai:research.wu.ac.at:openaire_cris_publications/cf471de2-fadf-41ac-9689-4dade776a6d4","doi":null,"is_oa":false,"landing_page_url":"https://research.wu.ac.at/de/publications/cf471de2-fadf-41ac-9689-4dade776a6d4","pdf_url":null,"source":{"id":"https://openalex.org/S7407055123","display_name":"WU Research","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":"Krumay, B & Brandtweiner, R 2010, Are Customer Service Offerings Influencing E-Loyalty? A Graphical Chain Model Approach in the Austrian Mobile Phone Service Provider Industry. in Andreja Pucihar, Jo\u009ee Gri&#269;ar, Nilmini Wickramasinghe, Ulrike Lechner, Roger Clarke (ed.), The 24th Bled eConference eFuture: Solutions for the Individual, Organisations and Society. AIS Association for Information Systems, Bled, Slovenia, pp. 346 - 363.","raw_type":"info:eu-repo/semantics/conferenceObject"},{"id":"mag:849417375","doi":null,"is_oa":false,"landing_page_url":"https://domino.fov.uni-mb.si/proceedings.nsf/Proceedings/498E974E1D3095E6C1257757003C911E/$File/25_Krumay.pdf","pdf_url":null,"source":{"id":"https://openalex.org/S4306417850","display_name":"Bled eConference","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":"conference"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"Bled eConference","raw_type":null}],"best_oa_location":{"id":"pmh:oai:aisel.aisnet.org:bled2010-1024","doi":null,"is_oa":true,"landing_page_url":"http://aisel.aisnet.org/bled2010/17","pdf_url":"http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1024&context=bled2010","source":{"id":"https://openalex.org/S30879505","display_name":"Journal of the Association for Information Systems","issn_l":"1536-9323","issn":["1536-9323"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-scientific","cwts-core","dongbi-a","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310321080","host_organization_name":"Association for Information Systems","host_organization_lineage":["https://openalex.org/P4310321080"],"host_organization_lineage_names":["Association for Information Systems"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"BLED 2010 Proceedings","raw_type":"text"},"sustainable_development_goals":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W849417375.pdf","grobid_xml":"https://content.openalex.org/works/W849417375.grobid-xml"},"referenced_works_count":55,"referenced_works":["https://openalex.org/W121382394","https://openalex.org/W210033603","https://openalex.org/W335771862","https://openalex.org/W597706813","https://openalex.org/W1485458905","https://openalex.org/W1512155141","https://openalex.org/W1521174206","https://openalex.org/W1564211670","https://openalex.org/W1568274144","https://openalex.org/W1574378514","https://openalex.org/W1603265547","https://openalex.org/W1791587663","https://openalex.org/W1857675993","https://openalex.org/W1957555229","https://openalex.org/W1964356176","https://openalex.org/W1965574139","https://openalex.org/W1968171365","https://openalex.org/W1971472674","https://openalex.org/W1978053763","https://openalex.org/W1986083933","https://openalex.org/W1986633888","https://openalex.org/W1991587231","https://openalex.org/W1992631438","https://openalex.org/W2008202927","https://openalex.org/W2017624521","https://openalex.org/W2017679397","https://openalex.org/W2022472141","https://openalex.org/W2036872668","https://openalex.org/W2037166252","https://openalex.org/W2037466581","https://openalex.org/W2037466801","https://openalex.org/W2055297129","https://openalex.org/W2057119962","https://openalex.org/W2061659318","https://openalex.org/W2071680986","https://openalex.org/W2075540715","https://openalex.org/W2089850018","https://openalex.org/W2100408980","https://openalex.org/W2102467277","https://openalex.org/W2106090893","https://openalex.org/W2113392467","https://openalex.org/W2121761994","https://openalex.org/W2141983443","https://openalex.org/W2146185336","https://openalex.org/W2150986991","https://openalex.org/W2167826316","https://openalex.org/W2168926502","https://openalex.org/W2266639535","https://openalex.org/W2313319791","https://openalex.org/W2315755053","https://openalex.org/W2323859140","https://openalex.org/W2339072394","https://openalex.org/W2467213207","https://openalex.org/W2970235121","https://openalex.org/W2995793828"],"related_works":["https://openalex.org/W7135694606","https://openalex.org/W1975694814","https://openalex.org/W2057902813","https://openalex.org/W121806351","https://openalex.org/W2045543746","https://openalex.org/W7104177823","https://openalex.org/W2883540031","https://openalex.org/W7095385703","https://openalex.org/W3143488546","https://openalex.org/W2184065083"],"abstract_inverted_index":{"Customer":[0],"loyalty":[1,27,72],"is":[2,28,56,79],"seen":[3],"as":[4],"one":[5],"of":[6,10,39,51,64,76,107,130],"the":[7,30,33,37,62,65,70,101,108,120,131,143],"key":[8],"factors":[9,83,89],"a":[11,19,104],"company's":[12],"success.":[13],"According":[14],"to":[15,24,48,80,92],"current":[16],"research":[17,114,147],"results,":[18,142],"necessary":[20],"premise":[21],"among":[22],"others":[23],"gain":[25],"customer":[26,34,43,67,71],"how":[29,60],"customers":[31],"perceive":[32],"service.":[35],"In":[36,100],"field":[38],"B2C":[40],"e-commerce":[41],"online":[42,66],"support":[44,53,68],"areas":[45],"are":[46,84,90,116,126,135],"used":[47,91],"fulfill":[49],"parts":[50],"this":[52,77,150],"duty.":[54],"It":[55],"an":[57],"open":[58],"question":[59],"big":[61],"impact":[63],"on":[69,140],"is.":[73],"The":[74,128],"goal":[75],"paper":[78],"determine,":[81],"which":[82],"influencing":[85],"e-loyalty":[86],"significantly.":[87],"Two":[88],"measure":[93],"loyalty:":[94],"positive":[95],"word-of-mouth":[96],"and":[97,112,122,137,145],"switching":[98],"probability.":[99],"first":[102],"part":[103],"brief":[105],"overview":[106],"actual":[109],"scientific":[110],"work":[111],"recent":[113],"results":[115,129],"given.":[117],"After":[118],"this,":[119],"methods":[121],"data":[123,134],"acquiring":[124],"steps":[125],"described.":[127],"so":[132],"gained":[133],"presented":[136],"interpreted.":[138],"Based":[139],"these":[141],"conclusion":[144],"further":[146],"recommendations":[148],"complete":[149],"work.":[151]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2013,"cited_by_count":1}],"updated_date":"2026-09-27T08:07:27.782135","created_date":"2016-06-24T00:00:00"}
