{"id":"https://openalex.org/W2809295946","doi":"https://doi.org/10.1080/08874417.2018.1485528","title":"An Organic Approach to Customer Engagement and Loyalty","display_name":"An Organic Approach to Customer Engagement and Loyalty","publication_year":2018,"publication_date":"2018-06-22","ids":{"openalex":"https://openalex.org/W2809295946","doi":"https://doi.org/10.1080/08874417.2018.1485528","mag":"2809295946"},"language":"en","primary_location":{"id":"doi:10.1080/08874417.2018.1485528","is_oa":false,"landing_page_url":"https://doi.org/10.1080/08874417.2018.1485528","pdf_url":null,"source":{"id":"https://openalex.org/S83133229","display_name":"Journal of Computer Information Systems","issn_l":"0887-4417","issn":["0887-4417","2380-2057"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Computer Information Systems","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"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/A5051270771","display_name":"Catherine Prentice","orcid":"https://orcid.org/0000-0002-7700-3889"},"institutions":[{"id":"https://openalex.org/I11701301","display_name":"Griffith University","ror":"https://ror.org/02sc3r913","country_code":"AU","type":"education","lineage":["https://openalex.org/I11701301"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Catherine Prentice","raw_affiliation_strings":["Griffith University, Brisbane, Australia"],"raw_orcid":"https://orcid.org/0000-0002-7700-3889","affiliations":[{"raw_affiliation_string":"Griffith University, Brisbane, Australia","institution_ids":["https://openalex.org/I11701301"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5017673135","display_name":"Xuequn Wang","orcid":"https://orcid.org/0000-0002-1557-8265"},"institutions":[{"id":"https://openalex.org/I176790772","display_name":"Murdoch University","ror":"https://ror.org/00r4sry34","country_code":"AU","type":"education","lineage":["https://openalex.org/I176790772"]}],"countries":["AU"],"is_corresponding":true,"raw_author_name":"Xuequn Wang","raw_affiliation_strings":["Murdoch University, Perth, Australia"],"raw_orcid":"https://orcid.org/0000-0002-1557-8265","affiliations":[{"raw_affiliation_string":"Murdoch University, Perth, Australia","institution_ids":["https://openalex.org/I176790772"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5101425767","display_name":"Xiaolin Lin","orcid":"https://orcid.org/0000-0001-8556-3889"},"institutions":[{"id":"https://openalex.org/I96749437","display_name":"Texas A&M University \u2013 Corpus Christi","ror":"https://ror.org/01mrfdz82","country_code":"US","type":"education","lineage":["https://openalex.org/I96749437"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Xiaolin Lin","raw_affiliation_strings":["Texas A&M University-Corpus Christi, Corpus Christi, TX, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Texas A&M University-Corpus Christi, Corpus Christi, TX, USA","institution_ids":["https://openalex.org/I96749437"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5017673135"],"corresponding_institution_ids":["https://openalex.org/I176790772"],"apc_list":null,"apc_paid":null,"fwci":17.0127,"has_fulltext":false,"cited_by_count":84,"citation_normalized_percentile":{"value":0.99020899,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":99,"max":100},"biblio":{"volume":"60","issue":"4","first_page":"326","last_page":"335"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9995999932289124,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource 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/T10145","display_name":"Consumer Behavior in Brand Consumption and Identification","score":0.9988999962806702,"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-engagement","display_name":"Customer engagement","score":0.8587088584899902},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.6522773504257202},{"id":"https://openalex.org/keywords/loyalty-business-model","display_name":"Loyalty business model","score":0.6455457210540771},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6364210844039917},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.6218010783195496},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.5777026414871216},{"id":"https://openalex.org/keywords/expectancy-theory","display_name":"Expectancy theory","score":0.5755980014801025},{"id":"https://openalex.org/keywords/brand-community","display_name":"Brand community","score":0.5561283826828003},{"id":"https://openalex.org/keywords/incentive","display_name":"Incentive","score":0.4876798391342163},{"id":"https://openalex.org/keywords/customer-to-customer","display_name":"Customer to customer","score":0.48565351963043213},{"id":"https://openalex.org/keywords/loyalty","display_name":"Loyalty","score":0.46312105655670166},{"id":"https://openalex.org/keywords/customer-delight","display_name":"Customer delight","score":0.4629308879375458},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.4513380825519562},{"id":"https://openalex.org/keywords/advertising","display_name":"Advertising","score":0.34216248989105225},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.27102047204971313},{"id":"https://openalex.org/keywords/brand-management","display_name":"Brand management","score":0.1727493405342102},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.12343370914459229},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.1157136857509613},{"id":"https://openalex.org/keywords/social-media","display_name":"Social media","score":0.10140499472618103},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.08444678783416748},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.08433383703231812},{"id":"https://openalex.org/keywords/economics","display_name":"Economics","score":0.08266270160675049}],"concepts":[{"id":"https://openalex.org/C2776915394","wikidata":"https://www.wikidata.org/wiki/Q5196451","display_name":"Customer engagement","level":3,"score":0.8587088584899902},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6522773504257202},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.6455457210540771},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6364210844039917},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.6218010783195496},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5777026414871216},{"id":"https://openalex.org/C188353592","wikidata":"https://www.wikidata.org/wiki/Q450586","display_name":"Expectancy theory","level":2,"score":0.5755980014801025},{"id":"https://openalex.org/C2775834023","wikidata":"https://www.wikidata.org/wiki/Q2989307","display_name":"Brand community","level":3,"score":0.5561283826828003},{"id":"https://openalex.org/C29122968","wikidata":"https://www.wikidata.org/wiki/Q1414816","display_name":"Incentive","level":2,"score":0.4876798391342163},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.48565351963043213},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.46312105655670166},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.4629308879375458},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.4513380825519562},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.34216248989105225},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.27102047204971313},{"id":"https://openalex.org/C57375061","wikidata":"https://www.wikidata.org/wiki/Q453181","display_name":"Brand management","level":2,"score":0.1727493405342102},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.12343370914459229},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.1157136857509613},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.10140499472618103},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.08444678783416748},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.08433383703231812},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.08266270160675049},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.0},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.1080/08874417.2018.1485528","is_oa":false,"landing_page_url":"https://doi.org/10.1080/08874417.2018.1485528","pdf_url":null,"source":{"id":"https://openalex.org/S83133229","display_name":"Journal of Computer Information Systems","issn_l":"0887-4417","issn":["0887-4417","2380-2057"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Computer Information Systems","raw_type":"journal-article"},{"id":"pmh:oai:researchrepository.murdoch.edu.au:41341","is_oa":false,"landing_page_url":"https://researchrepository.murdoch.edu.au/id/eprint/41341/","pdf_url":null,"source":{"id":"https://openalex.org/S4306400274","display_name":"Murdoch Research Repository (Murdoch University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I176790772","host_organization_name":"Murdoch University","host_organization_lineage":["https://openalex.org/I176790772"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Prentice, C., Wang, X. <https://researchrepository.murdoch.edu.au/view/author/Wang, Xuequn.html>ORCID: 0000-0002-1557-8265 <http://orcid.org/0000-0002-1557-8265> and Lin, X. (2018) An organic approach to customer engagement and loyalty. Journal of Computer Information Systems, 60 (4). pp. 326-335.","raw_type":"Journal Article"},{"id":"pmh:oai:eprints.usq.edu.au:49876","is_oa":false,"landing_page_url":"https://www.tandfonline.com/doi/full/10.1080/08874417.2018.1485528","pdf_url":null,"source":{"id":"https://openalex.org/S4306400692","display_name":"University of Southern Queensland ePrints (University of Southern Queensland)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I185523456","host_organization_name":"University of Southern Queensland","host_organization_lineage":["https://openalex.org/I185523456"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Article (Commonwealth Reporting Category C)"},{"id":"pmh:oai:research-repository.griffith.edu.au:10072/382774","is_oa":false,"landing_page_url":"http://hdl.handle.net/10072/382774","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Journal article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[{"id":"https://openalex.org/F4320320989","display_name":"Murdoch University","ror":"https://ror.org/00r4sry34"}],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":42,"referenced_works":["https://openalex.org/W205574329","https://openalex.org/W1721421031","https://openalex.org/W1857675993","https://openalex.org/W1871433632","https://openalex.org/W1949892024","https://openalex.org/W1964038838","https://openalex.org/W1976665663","https://openalex.org/W1976748235","https://openalex.org/W1979286447","https://openalex.org/W1980741956","https://openalex.org/W1988558440","https://openalex.org/W1994346317","https://openalex.org/W1995008066","https://openalex.org/W1996137064","https://openalex.org/W1997254581","https://openalex.org/W1997367252","https://openalex.org/W2011447549","https://openalex.org/W2017634948","https://openalex.org/W2019865016","https://openalex.org/W2023071763","https://openalex.org/W2026963539","https://openalex.org/W2028885942","https://openalex.org/W2036063909","https://openalex.org/W2043146457","https://openalex.org/W2052232726","https://openalex.org/W2053441572","https://openalex.org/W2075338797","https://openalex.org/W2075653046","https://openalex.org/W2089544520","https://openalex.org/W2102467277","https://openalex.org/W2110859446","https://openalex.org/W2115612291","https://openalex.org/W2132652356","https://openalex.org/W2142821253","https://openalex.org/W2150605459","https://openalex.org/W2335498597","https://openalex.org/W3121527185","https://openalex.org/W3124507438","https://openalex.org/W3125774461","https://openalex.org/W4231469103","https://openalex.org/W4388170269","https://openalex.org/W4411944834"],"related_works":["https://openalex.org/W1561149111","https://openalex.org/W2124748206","https://openalex.org/W3017474797","https://openalex.org/W2393045695","https://openalex.org/W2909201563","https://openalex.org/W3181385643","https://openalex.org/W2804796335","https://openalex.org/W3201494080","https://openalex.org/W577112707","https://openalex.org/W3127746600"],"abstract_inverted_index":{"The":[0,16],"paper":[1],"draws":[2],"on":[3,48,69],"customer":[4,14,66,72],"engagement":[5,24],"literature":[6],"to":[7,12,77],"propose":[8],"an":[9,26],"organic":[10,17,62],"approach":[11,18],"achieving":[13],"loyalty.":[15,67],"is":[19],"reflected":[20],"in":[21,25,50,79],"customers\u2019":[22],"volitional":[23],"online":[27],"brand":[28,39],"community":[29],"without":[30],"any":[31],"deliberate":[32],"marketing":[33],"endeavors":[34],"and":[35,57,65,92,98],"incentives":[36],"from":[37,83],"the":[38,51,59,84,88],"organization.":[40],"This":[41],"research":[42],"employs":[43],"a":[44],"longitudinal":[45,85],"study":[46,89],"focusing":[47],"consumers":[49],"United":[52],"States":[53],"of":[54],"America":[55],"(USA)":[56],"examines":[58],"relationships":[60],"between":[61],"customer-engagement":[63],"behaviors":[64],"Based":[68],"expectancy":[70],"theory,":[71],"perceived":[73],"benefits":[74],"are":[75,94],"proposed":[76],"intervene":[78],"these":[80],"relationships.":[81],"Results":[82],"investigation":[86],"support":[87],"propositions.":[90],"Discussion":[91],"implications":[93],"provided":[95],"for":[96],"researchers":[97],"practitioners.":[99]},"counts_by_year":[{"year":2026,"cited_by_count":4},{"year":2025,"cited_by_count":9},{"year":2024,"cited_by_count":9},{"year":2023,"cited_by_count":16},{"year":2022,"cited_by_count":14},{"year":2021,"cited_by_count":12},{"year":2020,"cited_by_count":11},{"year":2019,"cited_by_count":9}],"updated_date":"2026-07-23T08:03:31.855105","created_date":"2025-10-10T00:00:00"}