{"id":"https://openalex.org/W1997404699","doi":"https://doi.org/10.1108/bpmj-06-2012-0067","title":"The importance of value and context for mobile CRM services in banking","display_name":"The importance of value and context for mobile CRM services in banking","publication_year":2013,"publication_date":"2013-10-08","ids":{"openalex":"https://openalex.org/W1997404699","doi":"https://doi.org/10.1108/bpmj-06-2012-0067","mag":"1997404699"},"language":"en","primary_location":{"id":"doi:10.1108/bpmj-06-2012-0067","is_oa":false,"landing_page_url":"https://doi.org/10.1108/bpmj-06-2012-0067","pdf_url":null,"source":{"id":"https://openalex.org/S2508752","display_name":"Business Process Management Journal","issn_l":"1463-7154","issn":["1463-7154","1758-4116"],"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":"Business Process Management Journal","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/A5108213756","display_name":"Preety Awasthi","orcid":null},"institutions":[{"id":"https://openalex.org/I864998749","display_name":"Indian Institute of Management Mumbai","ror":"https://ror.org/05q2acf12","country_code":"IN","type":"education","lineage":["https://openalex.org/I864998749"]}],"countries":["IN"],"is_corresponding":true,"raw_author_name":"Preety Awasthi","raw_affiliation_strings":["National Institute of Industrial Engineering, Mumbai, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"National Institute of Industrial Engineering, Mumbai, India","institution_ids":["https://openalex.org/I864998749"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5110106489","display_name":"Purnima S. Sangle","orcid":null},"institutions":[{"id":"https://openalex.org/I864998749","display_name":"Indian Institute of Management Mumbai","ror":"https://ror.org/05q2acf12","country_code":"IN","type":"education","lineage":["https://openalex.org/I864998749"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Purnima S. Sangle","raw_affiliation_strings":["National Institute of Industrial Engineering, Mumbai, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"National Institute of Industrial Engineering, Mumbai, India","institution_ids":["https://openalex.org/I864998749"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5108213756"],"corresponding_institution_ids":["https://openalex.org/I864998749"],"apc_list":null,"apc_paid":null,"fwci":6.6848,"has_fulltext":false,"cited_by_count":29,"citation_normalized_percentile":{"value":0.96479728,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":98},"biblio":{"volume":"19","issue":"6","first_page":"864","last_page":"891"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9994000196456909,"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"}},"topics":[{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9994000196456909,"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"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994000196456909,"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/T11536","display_name":"Consumer Retail Behavior Studies","score":0.994700014591217,"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/risk-perception","display_name":"Risk perception","score":0.6203938722610474},{"id":"https://openalex.org/keywords/mobile-banking","display_name":"Mobile banking","score":0.5719825625419617},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.5698278546333313},{"id":"https://openalex.org/keywords/structural-equation-modeling","display_name":"Structural equation modeling","score":0.5657772421836853},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.5058774352073669},{"id":"https://openalex.org/keywords/financial-services","display_name":"Financial services","score":0.4877625107765198},{"id":"https://openalex.org/keywords/sample","display_name":"Sample (material)","score":0.46018725633621216},{"id":"https://openalex.org/keywords/continuance","display_name":"Continuance","score":0.4521496593952179},{"id":"https://openalex.org/keywords/perspective","display_name":"Perspective (graphical)","score":0.4502696990966797},{"id":"https://openalex.org/keywords/confirmatory-factor-analysis","display_name":"Confirmatory factor analysis","score":0.43667763471603394},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.4309685230255127},{"id":"https://openalex.org/keywords/originality","display_name":"Originality","score":0.41924551129341125},{"id":"https://openalex.org/keywords/perception","display_name":"Perception","score":0.41703009605407715},{"id":"https://openalex.org/keywords/value","display_name":"Value (mathematics)","score":0.41698211431503296},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.39698147773742676},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.3581649363040924},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.3135688006877899},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.21948665380477905},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.1754918396472931}],"concepts":[{"id":"https://openalex.org/C163355716","wikidata":"https://www.wikidata.org/wiki/Q2154783","display_name":"Risk perception","level":3,"score":0.6203938722610474},{"id":"https://openalex.org/C2775930393","wikidata":"https://www.wikidata.org/wiki/Q1941439","display_name":"Mobile banking","level":2,"score":0.5719825625419617},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5698278546333313},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.5657772421836853},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5058774352073669},{"id":"https://openalex.org/C139043278","wikidata":"https://www.wikidata.org/wiki/Q837171","display_name":"Financial services","level":2,"score":0.4877625107765198},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.46018725633621216},{"id":"https://openalex.org/C2780081655","wikidata":"https://www.wikidata.org/wiki/Q763365","display_name":"Continuance","level":2,"score":0.4521496593952179},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.4502696990966797},{"id":"https://openalex.org/C40722632","wikidata":"https://www.wikidata.org/wiki/Q5160137","display_name":"Confirmatory factor analysis","level":3,"score":0.43667763471603394},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4309685230255127},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.41924551129341125},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.41703009605407715},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.41698211431503296},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.39698147773742676},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3581649363040924},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3135688006877899},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.21948665380477905},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.1754918396472931},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C11012388","wikidata":"https://www.wikidata.org/wiki/Q170658","display_name":"Creativity","level":2,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/bpmj-06-2012-0067","is_oa":false,"landing_page_url":"https://doi.org/10.1108/bpmj-06-2012-0067","pdf_url":null,"source":{"id":"https://openalex.org/S2508752","display_name":"Business Process Management Journal","issn_l":"1463-7154","issn":["1463-7154","1758-4116"],"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":"Business Process Management Journal","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":100,"referenced_works":["https://openalex.org/W120695600","https://openalex.org/W144083620","https://openalex.org/W1482244801","https://openalex.org/W1485901305","https://openalex.org/W1505287315","https://openalex.org/W1536418809","https://openalex.org/W1560103862","https://openalex.org/W1580207105","https://openalex.org/W1587653675","https://openalex.org/W1595575146","https://openalex.org/W1608836379","https://openalex.org/W1788719434","https://openalex.org/W1791587663","https://openalex.org/W1965410815","https://openalex.org/W1967878735","https://openalex.org/W1969245967","https://openalex.org/W1981323806","https://openalex.org/W1987258130","https://openalex.org/W1990513740","https://openalex.org/W1994555027","https://openalex.org/W1995864960","https://openalex.org/W2001298008","https://openalex.org/W2001420591","https://openalex.org/W2002561323","https://openalex.org/W2005234584","https://openalex.org/W2006912789","https://openalex.org/W2011018556","https://openalex.org/W2012307416","https://openalex.org/W2015220538","https://openalex.org/W2016603457","https://openalex.org/W2017679397","https://openalex.org/W2020625361","https://openalex.org/W2021036070","https://openalex.org/W2021662020","https://openalex.org/W2022166711","https://openalex.org/W2023616598","https://openalex.org/W2033943395","https://openalex.org/W2035333573","https://openalex.org/W2036108229","https://openalex.org/W2041323138","https://openalex.org/W2042760696","https://openalex.org/W2044295972","https://openalex.org/W2045655911","https://openalex.org/W2046052178","https://openalex.org/W2047875827","https://openalex.org/W2054795819","https://openalex.org/W2055381954","https://openalex.org/W2057826990","https://openalex.org/W2058418786","https://openalex.org/W2060042435","https://openalex.org/W2062124617","https://openalex.org/W2063473424","https://openalex.org/W2065189722","https://openalex.org/W2070714202","https://openalex.org/W2073410586","https://openalex.org/W2075639275","https://openalex.org/W2075647120","https://openalex.org/W2080957047","https://openalex.org/W2082213477","https://openalex.org/W2084551309","https://openalex.org/W2087913510","https://openalex.org/W2088504266","https://openalex.org/W2092031181","https://openalex.org/W2100379340","https://openalex.org/W2100408980","https://openalex.org/W2104973139","https://openalex.org/W2105359580","https://openalex.org/W2113712924","https://openalex.org/W2116902173","https://openalex.org/W2117971767","https://openalex.org/W2120545307","https://openalex.org/W2122478496","https://openalex.org/W2122912498","https://openalex.org/W2126488451","https://openalex.org/W2133469585","https://openalex.org/W2135617001","https://openalex.org/W2138833597","https://openalex.org/W2139794205","https://openalex.org/W2141779274","https://openalex.org/W2147128501","https://openalex.org/W2148568631","https://openalex.org/W2149967206","https://openalex.org/W2150238850","https://openalex.org/W2152226178","https://openalex.org/W2164739924","https://openalex.org/W2166982098","https://openalex.org/W2168569455","https://openalex.org/W2410433163","https://openalex.org/W2502552491","https://openalex.org/W2531671964","https://openalex.org/W3011865677","https://openalex.org/W3122343568","https://openalex.org/W3124529843","https://openalex.org/W3124991388","https://openalex.org/W3125823983","https://openalex.org/W3140238033","https://openalex.org/W4235678817","https://openalex.org/W4238503602","https://openalex.org/W4246262843","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W4381053323","https://openalex.org/W2969478303","https://openalex.org/W4384662206","https://openalex.org/W3197980422","https://openalex.org/W2024167628","https://openalex.org/W3124219563","https://openalex.org/W2485301664","https://openalex.org/W2998129263","https://openalex.org/W2571307864","https://openalex.org/W2590691962"],"abstract_inverted_index":{"Purpose":[0],"\u2013":[1,35,72,127,163,200],"The":[2,36,54,73,128,189,201],"aim":[3],"of":[4,46,58,65,81,104,137,144,159,176,183,213,230],"the":[5,13,40,44,79,90,99,102,138,147,166,173,177,181,206,211,228,233,241],"paper":[6,37],"is":[7],"to":[8,210,236],"identify":[9],"interactions":[10],"existing":[11],"among":[12],"identified":[14],"factors":[15,42,207,234],"and":[16,50,87,112,146,153,192],"understanding":[17],"how":[18],"they":[19],"impact":[20],"adoption":[21,96],"intention":[22],"so":[23],"that":[24,77,208,226],"better":[25],"CRM":[26,215],"strategies":[27,195],"for":[28],"mobile":[29,214,231],"channel":[30],"can":[31],"be":[32],"orchestrated.":[33],"Design/methodology/approach":[34],"empirically":[38],"explores":[39],"underlying":[41],"by":[43,179],"application":[45],"confirmatory":[47],"factor":[48],"analysis":[49],"structural":[51,190],"equation":[52],"modeling.":[53],"study":[55,129,224],"sample":[56,139],"consists":[57],"523":[59],"respondents":[60],"with":[61],"a":[62,131,141,156],"response":[63,69],"rate":[64],"63.9":[66],"percent":[67],"(usable":[68],"rate).":[70],"Findings":[71],"empirical":[74],"findings":[75,202],"reveal":[76],"from":[78,140,219],"perspective":[80],"benefits,":[82],"perceptions":[83,152,175,182],"value,":[84],"perceived":[85,105,108,110,113,116,121],"usefulness":[86,122,184],"context":[88],"were":[89,123],"three":[91],"critical":[92],"components":[93],"significantly":[94],"influencing":[95],"intention.":[97],"On":[98],"apprehension":[100],"side,":[101],"effects":[103],"security":[106],"assurance,":[107],"trust,":[109],"cost":[111],"risk":[114,193],"on":[115,165,171],"value":[117,174],"as":[118,120,135],"well":[119],"significant.":[124],"Research":[125],"limitations/implications":[126],"had":[130],"few":[132],"limitations":[133],"such":[134],"selection":[136],"limited":[142],"number":[143],"places,":[145],"model":[148],"was":[149],"cross-sectional":[150],"measuring":[151],"intentions":[154],"at":[155],"single":[157],"point":[158],"time.":[160],"Practical":[161],"implications":[162],"Based":[164],"findings,":[167],"banks":[168],"should":[169],"focus":[170],"increasing":[172],"customers":[178],"considering":[180],"in":[185,217,227],"various":[186],"service":[187,237],"contexts.":[188],"assurances":[191],"mitigation":[194],"also":[196],"need":[197],"attention.":[198],"Originality/value":[199],"provided":[203],"insight":[204],"into":[205],"contribute":[209],"acceptance":[212],"services":[216],"India":[218],"new":[220],"consumers'":[221],"perspective.":[222],"This":[223],"demonstrated":[225],"case":[229],"CRM,":[232],"related":[235],"aspect":[238],"dominate":[239],"over":[240],"technical":[242],"aspect.":[243]},"counts_by_year":[{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":6},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":5},{"year":2014,"cited_by_count":1}],"updated_date":"2026-05-21T06:26:12.895304","created_date":"2025-10-10T00:00:00"}