{"id":"https://openalex.org/W1604735012","doi":"https://doi.org/10.1108/17410390710725797","title":"Supplier\u2010customer relationship management and customer loyalty","display_name":"Supplier\u2010customer relationship management and customer loyalty","publication_year":2007,"publication_date":"2007-02-20","ids":{"openalex":"https://openalex.org/W1604735012","doi":"https://doi.org/10.1108/17410390710725797","mag":"1604735012"},"language":"en","primary_location":{"id":"doi:10.1108/17410390710725797","is_oa":false,"landing_page_url":"https://doi.org/10.1108/17410390710725797","pdf_url":null,"source":{"id":"https://openalex.org/S141478581","display_name":"Journal of Enterprise Information Management","issn_l":"1741-0398","issn":["1741-0398","1758-7409"],"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":"Journal of Enterprise Information Management","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/A5055434021","display_name":"Nelson Oly Ndubisi","orcid":"https://orcid.org/0000-0002-2743-3901"},"institutions":[{"id":"https://openalex.org/I11662577","display_name":"Monash University Malaysia","ror":"https://ror.org/00yncr324","country_code":"MY","type":"education","lineage":["https://openalex.org/I11662577"]}],"countries":["MY"],"is_corresponding":true,"raw_author_name":"Nelson Oly Ndubisi","raw_affiliation_strings":["School of Business, Monash University Malaysia, Selangor, Malaysia","[School of Business, Monash University Malaysia, Selangor, Malaysia]"],"affiliations":[{"raw_affiliation_string":"School of Business, Monash University Malaysia, Selangor, Malaysia","institution_ids":["https://openalex.org/I11662577"]},{"raw_affiliation_string":"[School of Business, Monash University Malaysia, Selangor, Malaysia]","institution_ids":["https://openalex.org/I11662577"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5001616248","display_name":"Chan Kok Wah","orcid":null},"institutions":[{"id":"https://openalex.org/I161371597","display_name":"Universiti of Malaysia Sabah","ror":"https://ror.org/040v70252","country_code":"MY","type":"education","lineage":["https://openalex.org/I161371597"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Chan Kok Wah","raw_affiliation_strings":["School of Business and Economics, University of Malaysia Sabah, Kota Kinabalu, Malaysia","(School of Business and Economics, University of Malaysia Sabah, Kota Kinabalu, Malaysia)"],"affiliations":[{"raw_affiliation_string":"School of Business and Economics, University of Malaysia Sabah, Kota Kinabalu, Malaysia","institution_ids":["https://openalex.org/I161371597"]},{"raw_affiliation_string":"(School of Business and Economics, University of Malaysia Sabah, Kota Kinabalu, Malaysia)","institution_ids":["https://openalex.org/I161371597"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5057843942","display_name":"Gibson C. Ndubisi","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Gibson C. Ndubisi","raw_affiliation_strings":["Selangor, Malaysia","(Selangor, Malaysia)"],"affiliations":[{"raw_affiliation_string":"Selangor, Malaysia","institution_ids":[]},{"raw_affiliation_string":"(Selangor, Malaysia)","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5055434021"],"corresponding_institution_ids":["https://openalex.org/I11662577"],"apc_list":null,"apc_paid":null,"fwci":4.9289,"has_fulltext":false,"cited_by_count":96,"citation_normalized_percentile":{"value":0.94357077,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":91,"max":100},"biblio":{"volume":"20","issue":"2","first_page":"222","last_page":"236"},"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/T12738","display_name":"Corporate Identity and Reputation","score":0.9632999897003174,"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/T10609","display_name":"Digital Marketing and Social Media","score":0.9506999850273132,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6947016716003418},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.6786668300628662},{"id":"https://openalex.org/keywords/relationship-marketing","display_name":"Relationship marketing","score":0.6467345356941223},{"id":"https://openalex.org/keywords/loyalty-business-model","display_name":"Loyalty business model","score":0.643936276435852},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.5702691674232483},{"id":"https://openalex.org/keywords/loyalty","display_name":"Loyalty","score":0.5378535985946655},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.46301811933517456},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.4608857333660126},{"id":"https://openalex.org/keywords/competence","display_name":"Competence (human resources)","score":0.45917749404907227},{"id":"https://openalex.org/keywords/mediation","display_name":"Mediation","score":0.446156769990921},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.42531847953796387},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.3012034595012665},{"id":"https://openalex.org/keywords/marketing-management","display_name":"Marketing management","score":0.20117154717445374},{"id":"https://openalex.org/keywords/management","display_name":"Management","score":0.10897061228752136},{"id":"https://openalex.org/keywords/economics","display_name":"Economics","score":0.09672209620475769}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6947016716003418},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6786668300628662},{"id":"https://openalex.org/C54649085","wikidata":"https://www.wikidata.org/wiki/Q574424","display_name":"Relationship marketing","level":3,"score":0.6467345356941223},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.643936276435852},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.5702691674232483},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.5378535985946655},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.46301811933517456},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.4608857333660126},{"id":"https://openalex.org/C100521375","wikidata":"https://www.wikidata.org/wiki/Q2015382","display_name":"Competence (human resources)","level":2,"score":0.45917749404907227},{"id":"https://openalex.org/C179420905","wikidata":"https://www.wikidata.org/wiki/Q223871","display_name":"Mediation","level":2,"score":0.446156769990921},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.42531847953796387},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3012034595012665},{"id":"https://openalex.org/C192975520","wikidata":"https://www.wikidata.org/wiki/Q1143466","display_name":"Marketing management","level":2,"score":0.20117154717445374},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.10897061228752136},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.09672209620475769},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1108/17410390710725797","is_oa":false,"landing_page_url":"https://doi.org/10.1108/17410390710725797","pdf_url":null,"source":{"id":"https://openalex.org/S141478581","display_name":"Journal of Enterprise Information Management","issn_l":"1741-0398","issn":["1741-0398","1758-7409"],"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":"Journal of Enterprise Information Management","raw_type":"journal-article"},{"id":"pmh:oai:research-repository.griffith.edu.au:10072/58371","is_oa":false,"landing_page_url":"http://hdl.handle.net/10072/58371","pdf_url":null,"source":{"id":"https://openalex.org/S4306402548","display_name":"Griffith Research Online (Griffith University, Queensland, Australia)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I11701301","host_organization_name":"Griffith University","host_organization_lineage":["https://openalex.org/I11701301"],"host_organization_lineage_names":[],"type":"repository"},"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":[{"display_name":"Partnerships for the goals","id":"https://metadata.un.org/sdg/17","score":0.41999998688697815}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":53,"referenced_works":["https://openalex.org/W93336520","https://openalex.org/W1434132000","https://openalex.org/W1488407027","https://openalex.org/W1509371583","https://openalex.org/W1549460250","https://openalex.org/W1942794027","https://openalex.org/W1965446534","https://openalex.org/W1965574139","https://openalex.org/W1966912557","https://openalex.org/W1971440513","https://openalex.org/W1978831529","https://openalex.org/W1990199118","https://openalex.org/W1991670833","https://openalex.org/W2003825788","https://openalex.org/W2008202927","https://openalex.org/W2015789329","https://openalex.org/W2017613618","https://openalex.org/W2020976086","https://openalex.org/W2028184439","https://openalex.org/W2047575389","https://openalex.org/W2053658073","https://openalex.org/W2062146188","https://openalex.org/W2064275069","https://openalex.org/W2073287502","https://openalex.org/W2077040059","https://openalex.org/W2078047918","https://openalex.org/W2078158581","https://openalex.org/W2081337440","https://openalex.org/W2086871700","https://openalex.org/W2090266480","https://openalex.org/W2093981945","https://openalex.org/W2102097552","https://openalex.org/W2115908788","https://openalex.org/W2127815831","https://openalex.org/W2137247419","https://openalex.org/W2159401492","https://openalex.org/W2164346103","https://openalex.org/W2166032900","https://openalex.org/W2166978339","https://openalex.org/W2313837574","https://openalex.org/W2318181140","https://openalex.org/W2333954233","https://openalex.org/W3015634246","https://openalex.org/W3126732555","https://openalex.org/W4237326381","https://openalex.org/W4238019501","https://openalex.org/W4244286381","https://openalex.org/W4249075240","https://openalex.org/W4250460761","https://openalex.org/W4252472125","https://openalex.org/W4253262538","https://openalex.org/W4253429119","https://openalex.org/W4292811746"],"related_works":["https://openalex.org/W2026237340","https://openalex.org/W2089544520","https://openalex.org/W2513277341","https://openalex.org/W1976150372","https://openalex.org/W3007976784","https://openalex.org/W2808328439","https://openalex.org/W2902213338","https://openalex.org/W3121310208","https://openalex.org/W2530973798","https://openalex.org/W2122689609"],"abstract_inverted_index":{"Purpose":[0],"The":[1,87],"purpose":[2],"of":[3,11,39,67,172,220,223,241,245],"this":[4,152],"paper":[5],"is":[6,214],"to":[7,81,141,194,202],"examine":[8],"the":[9,12,24,31,36,63,71,74,83,127,131,136,147,159,170,175,189,204,208,217,221,239,246],"impact":[10],"relationship":[13,42,91,108,117,177,190,206,224],"marketing":[14,92,191,225],"underpinnings,":[15],"namely:":[16,94],"commitment;":[17,96],"competence;":[18,97],"communication":[19],"and":[20,27,41,98,103,107,116,196,200,243],"conflict":[21,99],"handling":[22,100],"on":[23,30,130,226],"one":[25],"hand":[26],"customer":[28,112,176,227],"loyalty":[29,228],"other,":[32],"as":[33,35],"well":[34],"mediation":[37],"effects":[38],"trust":[40,106,115],"quality.":[43],"Design/methodology/approach":[44],"Bank":[45,56],"customers":[46,69,199],"in":[47,61,134,151,162,167,174,207,237,248],"Kota":[48],"Kinabalu,":[49],"Malaysia":[50],"were":[51],"surveyed":[52],"using":[53],"a":[54],"questionnaire.":[55],"intercept":[57],"technique":[58],"was":[59,79],"used":[60,80],"administering":[62],"instrument.":[64],"A":[65],"total":[66],"220":[68],"provided":[70],"data":[72],"for":[73],"study.":[75],"Multiple":[76],"regression":[77],"analysis":[78],"measure":[82],"construct's":[84],"relationship.":[85],"Findings":[86],"results":[88,240],"show":[89],"that":[90],"strategies,":[93],"communication;":[95],"are":[101,119],"directly":[102,120],"indirectly":[104],"(through":[105],"quality)":[109],"associated":[110,121],"with":[111,122,251],"loyalty.":[113,123],"Moreover,":[114],"quality":[118],"Research":[124],"limitations/implications":[125],"Although":[126],"study":[128,161,183],"focuses":[129],"banking":[132,209],"industry":[133],"Malaysia,":[135],"outcome":[137],"may":[138],"be":[139],"relevant":[140,148],"other":[142,163],"service":[143],"sectors.":[144],"By":[145],"identifying":[146],"RM":[149],"underpinnings":[150,222],"sector,":[153],"more":[154],"researches":[155],"adapting":[156],"or":[157],"replicating":[158],"present":[160],"sectors":[164],"would":[165,234],"help":[166,235],"pushing":[168],"back":[169],"frontier":[171],"knowledge":[173],"management":[178],"domain.":[179],"Practical":[180],"implications":[181],"This":[182,232],"unveils":[184],"how":[185,201],"firms":[186],"can":[187],"use":[188],"(RM)":[192],"strategy":[193],"nurture":[195],"keep":[197],"loyal":[198],"manage":[203],"supplier\u2010customer":[205],"sector.":[210],"Originality/value":[211],"Not":[212],"much":[213],"understood":[215],"about":[216],"actual":[218],"influences":[219],"from":[229],"empirical":[230],"evidence.":[231],"research":[233],"organisations":[236],"evaluating":[238],"investments":[242],"sacrifices":[244],"firm":[247],"building":[249],"relationships":[250],"its":[252],"customers.":[253]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":4},{"year":2022,"cited_by_count":5},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":5},{"year":2019,"cited_by_count":6},{"year":2018,"cited_by_count":8},{"year":2017,"cited_by_count":4},{"year":2016,"cited_by_count":7},{"year":2015,"cited_by_count":4},{"year":2014,"cited_by_count":11},{"year":2013,"cited_by_count":13},{"year":2012,"cited_by_count":4}],"updated_date":"2026-03-22T08:09:32.410652","created_date":"2016-06-24T00:00:00"}