{"id":"https://openalex.org/W2094405372","doi":"https://doi.org/10.1108/02635571211238482","title":"The causal relationships between aspects of customer capital","display_name":"The causal relationships between aspects of customer capital","publication_year":2012,"publication_date":"2012-06-22","ids":{"openalex":"https://openalex.org/W2094405372","doi":"https://doi.org/10.1108/02635571211238482","mag":"2094405372"},"language":"en","primary_location":{"id":"doi:10.1108/02635571211238482","is_oa":false,"landing_page_url":"https://doi.org/10.1108/02635571211238482","pdf_url":null,"source":{"id":"https://openalex.org/S37320504","display_name":"Industrial Management & Data Systems","issn_l":"0263-5577","issn":["0263-5577","1758-5783"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Industrial Management &amp; Data 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/A5055068431","display_name":"Ann Ling\u2010Ching Chan","orcid":"https://orcid.org/0000-0003-1593-6509"},"institutions":[{"id":"https://openalex.org/I87354575","display_name":"National Chengchi University","ror":"https://ror.org/03rqk8h36","country_code":"TW","type":"education","lineage":["https://openalex.org/I87354575"]}],"countries":["TW"],"is_corresponding":true,"raw_author_name":"Ann Ling-Ching Chan","raw_affiliation_strings":["Department of Accounting, National Chengchi University, Taipei, Taiwan","Department of Accounting National Chengchi University  Taipei Taiwan"],"affiliations":[{"raw_affiliation_string":"Department of Accounting, National Chengchi University, Taipei, Taiwan","institution_ids":["https://openalex.org/I87354575"]},{"raw_affiliation_string":"Department of Accounting National Chengchi University  Taipei Taiwan","institution_ids":["https://openalex.org/I87354575"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5086271086","display_name":"Wen\u2010Ying Wang","orcid":"https://orcid.org/0000-0002-0159-4301"},"institutions":[{"id":"https://openalex.org/I87354575","display_name":"National Chengchi University","ror":"https://ror.org/03rqk8h36","country_code":"TW","type":"education","lineage":["https://openalex.org/I87354575"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Wen-Ying Wang","raw_affiliation_strings":["Department of Accounting, National Chengchi University, Taipei, Taiwan"],"affiliations":[{"raw_affiliation_string":"Department of Accounting, National Chengchi University, Taipei, Taiwan","institution_ids":["https://openalex.org/I87354575"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5055068431"],"corresponding_institution_ids":["https://openalex.org/I87354575"],"apc_list":null,"apc_paid":null,"fwci":1.4886,"has_fulltext":false,"cited_by_count":19,"citation_normalized_percentile":{"value":0.861,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"112","issue":"6","first_page":"848","last_page":"865"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998999834060669,"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":0.9998999834060669,"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/T10003","display_name":"Innovation and Knowledge Management","score":0.9779999852180481,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and 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/T12384","display_name":"Customer churn and segmentation","score":0.977400004863739,"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-retention","display_name":"Customer retention","score":0.7002332210540771},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.6939252614974976},{"id":"https://openalex.org/keywords/customer-to-customer","display_name":"Customer to customer","score":0.672701358795166},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.6615749001502991},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6259404420852661},{"id":"https://openalex.org/keywords/customer-base","display_name":"Customer base","score":0.554898738861084},{"id":"https://openalex.org/keywords/loyalty-business-model","display_name":"Loyalty business model","score":0.5368597507476807},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.5129761099815369},{"id":"https://openalex.org/keywords/customer-equity","display_name":"Customer equity","score":0.5117673873901367},{"id":"https://openalex.org/keywords/customer-delight","display_name":"Customer delight","score":0.461458295583725},{"id":"https://openalex.org/keywords/voice-of-the-customer","display_name":"Voice of the customer","score":0.44703710079193115},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.4294849932193756},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.3256112337112427},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.29483678936958313}],"concepts":[{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.7002332210540771},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.6939252614974976},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.672701358795166},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.6615749001502991},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6259404420852661},{"id":"https://openalex.org/C2777276756","wikidata":"https://www.wikidata.org/wiki/Q5196446","display_name":"Customer base","level":2,"score":0.554898738861084},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.5368597507476807},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5129761099815369},{"id":"https://openalex.org/C53100981","wikidata":"https://www.wikidata.org/wiki/Q5196454","display_name":"Customer equity","level":5,"score":0.5117673873901367},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.461458295583725},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.44703710079193115},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.4294849932193756},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.3256112337112427},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.29483678936958313}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/02635571211238482","is_oa":false,"landing_page_url":"https://doi.org/10.1108/02635571211238482","pdf_url":null,"source":{"id":"https://openalex.org/S37320504","display_name":"Industrial Management & Data Systems","issn_l":"0263-5577","issn":["0263-5577","1758-5783"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Industrial Management &amp; Data Systems","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":41,"referenced_works":["https://openalex.org/W54855182","https://openalex.org/W1506708537","https://openalex.org/W1578561991","https://openalex.org/W1591891602","https://openalex.org/W1955934323","https://openalex.org/W1964546750","https://openalex.org/W1973079779","https://openalex.org/W1976749478","https://openalex.org/W1977351340","https://openalex.org/W1987534241","https://openalex.org/W1993238136","https://openalex.org/W1993289365","https://openalex.org/W1995561053","https://openalex.org/W1998039533","https://openalex.org/W2000293173","https://openalex.org/W2001916972","https://openalex.org/W2032257862","https://openalex.org/W2033940782","https://openalex.org/W2034833331","https://openalex.org/W2037260658","https://openalex.org/W2040247369","https://openalex.org/W2041921180","https://openalex.org/W2045449564","https://openalex.org/W2048247354","https://openalex.org/W2049347690","https://openalex.org/W2058800714","https://openalex.org/W2064275069","https://openalex.org/W2071603791","https://openalex.org/W2076489653","https://openalex.org/W2080524058","https://openalex.org/W2084660889","https://openalex.org/W2084882732","https://openalex.org/W2102748455","https://openalex.org/W2127396574","https://openalex.org/W2149408458","https://openalex.org/W2151387100","https://openalex.org/W2156679579","https://openalex.org/W2161191797","https://openalex.org/W4238576754","https://openalex.org/W4250602443","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2124748206","https://openalex.org/W2377819298","https://openalex.org/W2783546483","https://openalex.org/W2919924281","https://openalex.org/W3181385643","https://openalex.org/W2900308517","https://openalex.org/W577112707","https://openalex.org/W2184296502","https://openalex.org/W2204702468","https://openalex.org/W2394252934"],"abstract_inverted_index":{"Purpose":[0],"The":[1,68,111,139,155,193,212,259],"purpose":[2],"of":[3,14,21,37,90,97,107,114,135,152,172,225,264,276,288],"this":[4,229],"paper":[5,260],"is":[6,61,116,279],"to":[7,27,76,79,126,164,202,232,293],"propose":[8],"and":[9,35,44,73,118,168,170,190,220,234,281],"test":[10],"a":[11,38,103,173,216],"unified":[12],"framework":[13],"the":[15,64,71,83,91,119,128,132,142,146,150,162,222,240,262],"causal":[16,129,147,273],"relationships":[17,130,148],"among":[18,149],"six":[19],"aspects":[20,134,151,179,224,287],"customer":[22,24,31,39,45,58,136,153,158,174,182,188,226,255,265,277,289],"capital:":[23],"targeting,":[25,159],"ability":[26,163],"identify":[28,165,196],"customers'":[29,166],"needs,":[30],"service":[32,183],"capability,":[33,184],"construction":[34,169],"management":[36,72,171,204,267],"information":[40,175],"system,":[41],"market":[42,191],"intensity,":[43],"loyalty.":[46],"Design/methodology/approach":[47],"A":[48,95,272],"financial":[49],"holding":[50],"company":[51],"in":[52,205],"an":[53,269],"emerging":[54],"market,":[55],"with":[56,102],"successful":[57],"relationship":[59,256,266,274],"management,":[60],"selected":[62],"as":[63,228],"case":[65],"study":[66],"object.":[67],"authors":[69,194],"interviewed":[70],"distributed":[74],"questionnaires":[75,99],"positions":[77],"equivalent":[78],"or":[80],"higher":[81],"than":[82],"junior":[84],"sales":[85],"manager":[86],"within":[87,199],"two":[88,178],"divisions":[89],"corporate":[92],"banking":[93],"group.":[94],"total":[96,112],"80":[98],"were":[100],"distributed,":[101],"valid":[104],"return":[105],"rate":[106],"73.75":[108],"per":[109],"cent.":[110],"number":[113],"subjects":[115],"59":[117],"partial":[120],"least":[121],"squares":[122],"method":[123],"was":[124],"adopted":[125],"examine":[127],"between":[131],"different":[133,286],"capital.":[137,154],"Findings":[138],"results":[140],"support":[141],"authors'":[143],"predictions":[144],"on":[145,239,284],"base":[156],"aspect,":[157],"significantly":[160],"influences":[161],"needs":[167],"system.":[176],"These":[177],"directly":[180],"affect":[181],"which":[185,250],"further":[186],"improves":[187],"loyalty":[189],"intensity.":[192],"also":[195],"several":[197],"indicators":[198],"each":[200,294],"aspect":[201],"assist":[203],"exploring":[206],"areas":[207],"for":[208],"improvement.":[209],"Practical":[210],"implications":[211],"evidence":[213,282],"implies":[214],"that":[215],"business":[217],"should":[218],"manage":[219],"control":[221],"leading":[223],"capital,":[227],"will":[230],"help":[231],"improve":[233],"develop":[235],"lag":[236],"indicators.":[237],"Based":[238],"proposed":[241],"cause-effect":[242],"model,":[243],"relevant":[244],"capital":[245,278,290],"elements":[246],"can":[247],"be":[248],"identified":[249],"effectively":[251],"enhance":[252],"business-to-business":[253],"(B2B)":[254],"management.":[257],"Originality/value":[258],"investigates":[261],"issue":[263],"from":[268],"integrated":[270],"perspective.":[271],"model":[275],"developed":[280],"provided":[283],"how":[285],"are":[291],"linked":[292],"other.":[295]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":4},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":3},{"year":2015,"cited_by_count":2},{"year":2013,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
