{"id":"https://openalex.org/W2919533397","doi":"https://doi.org/10.1080/12460125.2019.1582605","title":"Proactive management of customer relationship quality: an empirical investigation of mobile phone companies","display_name":"Proactive management of customer relationship quality: an empirical investigation of mobile phone companies","publication_year":2018,"publication_date":"2018-07-03","ids":{"openalex":"https://openalex.org/W2919533397","doi":"https://doi.org/10.1080/12460125.2019.1582605","mag":"2919533397"},"language":"en","primary_location":{"id":"doi:10.1080/12460125.2019.1582605","is_oa":false,"landing_page_url":"https://doi.org/10.1080/12460125.2019.1582605","pdf_url":null,"source":{"id":"https://openalex.org/S119153320","display_name":"Journal of Decision System","issn_l":"1246-0125","issn":["1246-0125","2116-7052"],"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 Decision 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/A5004840072","display_name":"Catalin C. Dinulescu","orcid":"https://orcid.org/0000-0001-6517-988X"},"institutions":[{"id":"https://openalex.org/I123534392","display_name":"University of North Texas","ror":"https://ror.org/00v97ad02","country_code":"US","type":"education","lineage":["https://openalex.org/I123534392"]},{"id":"https://openalex.org/I4210133369","display_name":"Decision Sciences (United States)","ror":"https://ror.org/03gcvf773","country_code":"US","type":"company","lineage":["https://openalex.org/I4210133369"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Catalin C. Dinulescu","raw_affiliation_strings":["Department of Information Technology & Decision Sciences (ITDS), G. Brint Ryan College of Business, University of North Texas, Denton, TX, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Information Technology & Decision Sciences (ITDS), G. Brint Ryan College of Business, University of North Texas, Denton, TX, USA","institution_ids":["https://openalex.org/I123534392","https://openalex.org/I4210133369"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5052395599","display_name":"Lucian L. Visinescu","orcid":null},"institutions":[{"id":"https://openalex.org/I13511017","display_name":"Texas State University","ror":"https://ror.org/05h9q1g27","country_code":"US","type":"education","lineage":["https://openalex.org/I13511017"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Lucian L. Visinescu","raw_affiliation_strings":["Department of Computer Information Systems & Quantitative Methods, McCoy College of Business Administration, Texas State University, San Marcos, TX, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Computer Information Systems & Quantitative Methods, McCoy College of Business Administration, Texas State University, San Marcos, TX, USA","institution_ids":["https://openalex.org/I13511017"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5010238940","display_name":"Victor R. Prybutok","orcid":"https://orcid.org/0000-0003-3810-9039"},"institutions":[{"id":"https://openalex.org/I123534392","display_name":"University of North Texas","ror":"https://ror.org/00v97ad02","country_code":"US","type":"education","lineage":["https://openalex.org/I123534392"]},{"id":"https://openalex.org/I4210133369","display_name":"Decision Sciences (United States)","ror":"https://ror.org/03gcvf773","country_code":"US","type":"company","lineage":["https://openalex.org/I4210133369"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Victor R. Prybutok","raw_affiliation_strings":["Department of Information Technology & Decision Sciences (ITDS), G. Brint Ryan College of Business, University of North Texas, Denton, TX, USA"],"raw_orcid":"https://orcid.org/0000-0003-3810-9039","affiliations":[{"raw_affiliation_string":"Department of Information Technology & Decision Sciences (ITDS), G. Brint Ryan College of Business, University of North Texas, Denton, TX, USA","institution_ids":["https://openalex.org/I123534392","https://openalex.org/I4210133369"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5004840072"],"corresponding_institution_ids":["https://openalex.org/I123534392","https://openalex.org/I4210133369"],"apc_list":null,"apc_paid":null,"fwci":0.9974,"has_fulltext":false,"cited_by_count":4,"citation_normalized_percentile":{"value":0.83434065,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":95},"biblio":{"volume":"27","issue":"3","first_page":"187","last_page":"211"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"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"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"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/T10609","display_name":"Digital Marketing and Social Media","score":0.9932000041007996,"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/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9902999997138977,"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/business","display_name":"Business","score":0.6915544867515564},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.6604549288749695},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.6180406808853149},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.5739724636077881},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.5554903149604797},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.5519649982452393},{"id":"https://openalex.org/keywords/customer-to-customer","display_name":"Customer to customer","score":0.5324265360832214},{"id":"https://openalex.org/keywords/customer-service-assurance","display_name":"Customer Service Assurance","score":0.4625851809978485},{"id":"https://openalex.org/keywords/customer-engagement","display_name":"Customer engagement","score":0.43134886026382446},{"id":"https://openalex.org/keywords/customer-equity","display_name":"Customer equity","score":0.4150426387786865},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.41233372688293457},{"id":"https://openalex.org/keywords/customer-delight","display_name":"Customer delight","score":0.4122579097747803},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.3305058181285858},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.18552011251449585}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6915544867515564},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.6604549288749695},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.6180406808853149},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.5739724636077881},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5554903149604797},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5519649982452393},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.5324265360832214},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.4625851809978485},{"id":"https://openalex.org/C2776915394","wikidata":"https://www.wikidata.org/wiki/Q5196451","display_name":"Customer engagement","level":3,"score":0.43134886026382446},{"id":"https://openalex.org/C53100981","wikidata":"https://www.wikidata.org/wiki/Q5196454","display_name":"Customer equity","level":5,"score":0.4150426387786865},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.41233372688293457},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.4122579097747803},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3305058181285858},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.18552011251449585},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.0},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1080/12460125.2019.1582605","is_oa":false,"landing_page_url":"https://doi.org/10.1080/12460125.2019.1582605","pdf_url":null,"source":{"id":"https://openalex.org/S119153320","display_name":"Journal of Decision System","issn_l":"1246-0125","issn":["1246-0125","2116-7052"],"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 Decision Systems","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":87,"referenced_works":["https://openalex.org/W46619439","https://openalex.org/W62454032","https://openalex.org/W119818611","https://openalex.org/W195845004","https://openalex.org/W206503460","https://openalex.org/W263780676","https://openalex.org/W620820762","https://openalex.org/W1516261653","https://openalex.org/W1517701247","https://openalex.org/W1562532118","https://openalex.org/W1568038458","https://openalex.org/W1584883541","https://openalex.org/W1612366852","https://openalex.org/W1683742771","https://openalex.org/W1890811855","https://openalex.org/W1891363781","https://openalex.org/W1964500999","https://openalex.org/W1968242447","https://openalex.org/W1971673632","https://openalex.org/W1972447557","https://openalex.org/W1974065322","https://openalex.org/W1974643246","https://openalex.org/W1977989028","https://openalex.org/W1979422830","https://openalex.org/W1980126189","https://openalex.org/W1981635817","https://openalex.org/W1984724806","https://openalex.org/W1987710704","https://openalex.org/W1988447536","https://openalex.org/W1989549732","https://openalex.org/W1992479842","https://openalex.org/W1992991135","https://openalex.org/W2000596557","https://openalex.org/W2003825788","https://openalex.org/W2004656452","https://openalex.org/W2009394362","https://openalex.org/W2018033645","https://openalex.org/W2026368098","https://openalex.org/W2030258442","https://openalex.org/W2035039909","https://openalex.org/W2036063909","https://openalex.org/W2043490517","https://openalex.org/W2049499495","https://openalex.org/W2055570665","https://openalex.org/W2058800714","https://openalex.org/W2064153468","https://openalex.org/W2074564439","https://openalex.org/W2078215263","https://openalex.org/W2083174051","https://openalex.org/W2089091233","https://openalex.org/W2093548531","https://openalex.org/W2093744647","https://openalex.org/W2095232452","https://openalex.org/W2100190134","https://openalex.org/W2106096361","https://openalex.org/W2110148707","https://openalex.org/W2127396574","https://openalex.org/W2132747867","https://openalex.org/W2133244974","https://openalex.org/W2140110959","https://openalex.org/W2143773263","https://openalex.org/W2144345633","https://openalex.org/W2145318139","https://openalex.org/W2153932359","https://openalex.org/W2159674550","https://openalex.org/W2161318016","https://openalex.org/W2168512241","https://openalex.org/W2169700070","https://openalex.org/W2170299067","https://openalex.org/W2178997849","https://openalex.org/W2184639084","https://openalex.org/W2215779187","https://openalex.org/W2266639535","https://openalex.org/W2281932030","https://openalex.org/W2320497610","https://openalex.org/W2323054532","https://openalex.org/W2339680942","https://openalex.org/W2409589671","https://openalex.org/W2498454620","https://openalex.org/W2569073461","https://openalex.org/W2998317620","https://openalex.org/W3216828173","https://openalex.org/W4234081717","https://openalex.org/W4238343920","https://openalex.org/W4240969601","https://openalex.org/W4244723421","https://openalex.org/W4297081765"],"related_works":["https://openalex.org/W3083442753","https://openalex.org/W1561149111","https://openalex.org/W2377819298","https://openalex.org/W2124748206","https://openalex.org/W2096938671","https://openalex.org/W2348240852","https://openalex.org/W2274639754","https://openalex.org/W3181385643","https://openalex.org/W3017160372","https://openalex.org/W2909201563"],"abstract_inverted_index":{"Considerable":[0],"research":[1,145],"has":[2],"examined":[3],"relationship":[4,32,88,95,108],"quality":[5,33,109],"of":[6,38,45],"the":[7,35,39,43,71,100,113,123,133],"in-service":[8],"transactional":[9],"customer":[10,23,40,53,87,94,114,124],"perspectives":[11],"resulting":[12],"from":[13,51,59],"direct":[14],"customer-initiated":[15],"contacts":[16],"with":[17],"firms,":[18],"such":[19,76],"as":[20,77,141,143],"during":[21,122],"purchases,":[22],"service,":[24],"and":[25,47,85,119,127,139],"technical":[26],"support.":[27],"This":[28],"study":[29],"looks":[30],"at":[31],"through":[34,116],"unique":[36],"lens":[37],"lifecycle,":[41],"exploring":[42],"effects":[44],"pre-service":[46,74,118],"indirect":[48,120],"company-triggered":[49],"initiatives":[50,121],"a":[52],"experiential":[54,78],"value":[55],"perspective":[56],"using":[57],"data":[58],"429":[60],"mobile":[61],"service":[62],"subscribers.":[63],"Our":[64],"results":[65],"indicate":[66],"that":[67,102],"in":[68,81,107,112],"addition":[69],"to":[70,93],"offering":[72],"excellence,":[73],"factors":[75],"value,":[79],"trust":[80],"advertising,":[82],"brand":[83],"equity,":[84],"cloud-based":[86],"management":[89,110],"systems,":[90],"contribute":[91],"substantially":[92],"quality.":[96],"These":[97],"findings":[98],"support":[99],"contention":[101],"firms":[103],"should":[104],"proactively":[105],"engage":[106],"early":[111],"lifecycle":[115],"specific":[117],"requirements,":[125],"engagement,":[126],"acquisition":[128],"phases.":[129],"Considering":[130],"these":[131],"results,":[132],"authors":[134],"discuss":[135],"implications":[136],"for":[137],"managers":[138],"researchers":[140],"well":[142],"future":[144],"directions.":[146]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2019,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}