{"id":"https://openalex.org/W2094316974","doi":"https://doi.org/10.1108/bpmj-feb-2012-0016","title":"The value of telecom subscribers and customer relationship management","display_name":"The value of telecom subscribers and customer relationship management","publication_year":2013,"publication_date":"2013-06-26","ids":{"openalex":"https://openalex.org/W2094316974","doi":"https://doi.org/10.1108/bpmj-feb-2012-0016","mag":"2094316974"},"language":"en","primary_location":{"id":"doi:10.1108/bpmj-feb-2012-0016","is_oa":false,"landing_page_url":"https://doi.org/10.1108/bpmj-feb-2012-0016","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/A5071695392","display_name":"Maryam Eskafi","orcid":"https://orcid.org/0000-0003-3792-4437"},"institutions":[{"id":"https://openalex.org/I4210101211","display_name":"University of Gonabad","ror":"https://ror.org/0161hbt42","country_code":"IR","type":"education","lineage":["https://openalex.org/I4210101211"]},{"id":"https://openalex.org/I183859904","display_name":"Islamic Azad University, Mashhad","ror":"https://ror.org/00bvysh61","country_code":"IR","type":"education","lineage":["https://openalex.org/I110525433","https://openalex.org/I183859904"]}],"countries":["IR"],"is_corresponding":true,"raw_author_name":"Maryam Eskafi","raw_affiliation_strings":["Department of Sociology, Islamic Azad University, Gonabad Branch, Mashhad, Iran"],"affiliations":[{"raw_affiliation_string":"Department of Sociology, Islamic Azad University, Gonabad Branch, Mashhad, Iran","institution_ids":["https://openalex.org/I183859904","https://openalex.org/I4210101211"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5011684425","display_name":"Seyyed hossein hosseini","orcid":null},"institutions":[{"id":"https://openalex.org/I183859904","display_name":"Islamic Azad University, Mashhad","ror":"https://ror.org/00bvysh61","country_code":"IR","type":"education","lineage":["https://openalex.org/I110525433","https://openalex.org/I183859904"]}],"countries":["IR"],"is_corresponding":false,"raw_author_name":"Seyyed hossein hosseini","raw_affiliation_strings":["Azad University, Neyshabur Branch, Mashhad, Iran"],"affiliations":[{"raw_affiliation_string":"Azad University, Neyshabur Branch, Mashhad, Iran","institution_ids":["https://openalex.org/I183859904"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5068790177","display_name":"Atefe Mohammadzadeh Yazd","orcid":null},"institutions":[{"id":"https://openalex.org/I2802694670","display_name":"Academic Center for Education, Culture and Research","ror":"https://ror.org/0126z4b94","country_code":"IR","type":"nonprofit","lineage":["https://openalex.org/I2802694670"]}],"countries":["IR"],"is_corresponding":false,"raw_author_name":"Atefe Mohammadzadeh Yazd","raw_affiliation_strings":["Iranian Academic Center for Educational, Culture and Research (ACECR), Mashhad, Iran"],"affiliations":[{"raw_affiliation_string":"Iranian Academic Center for Educational, Culture and Research (ACECR), Mashhad, Iran","institution_ids":["https://openalex.org/I2802694670"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5071695392"],"corresponding_institution_ids":["https://openalex.org/I183859904","https://openalex.org/I4210101211"],"apc_list":null,"apc_paid":null,"fwci":2.9539,"has_fulltext":false,"cited_by_count":27,"citation_normalized_percentile":{"value":0.91969282,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"19","issue":"4","first_page":"737","last_page":"748"},"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/T10609","display_name":"Digital Marketing and Social Media","score":0.9965000152587891,"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":0.9944999814033508,"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":0.6695777773857117},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.6002885699272156},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.5421460866928101},{"id":"https://openalex.org/keywords/customer-value","display_name":"Customer value","score":0.5263301730155945},{"id":"https://openalex.org/keywords/relation","display_name":"Relation (database)","score":0.521513044834137},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.4892232418060303},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.46207311749458313},{"id":"https://openalex.org/keywords/value","display_name":"Value (mathematics)","score":0.4584711194038391},{"id":"https://openalex.org/keywords/order","display_name":"Order (exchange)","score":0.4390104413032532},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.42057520151138306},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.4092429280281067},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.2931104004383087},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.14382323622703552},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.10504525899887085},{"id":"https://openalex.org/keywords/finance","display_name":"Finance","score":0.05965426564216614}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6695777773857117},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.6002885699272156},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.5421460866928101},{"id":"https://openalex.org/C2985066332","wikidata":"https://www.wikidata.org/wiki/Q556441","display_name":"Customer value","level":3,"score":0.5263301730155945},{"id":"https://openalex.org/C25343380","wikidata":"https://www.wikidata.org/wiki/Q277521","display_name":"Relation (database)","level":2,"score":0.521513044834137},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4892232418060303},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.46207311749458313},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.4584711194038391},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.4390104413032532},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.42057520151138306},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4092429280281067},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2931104004383087},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.14382323622703552},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.10504525899887085},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.05965426564216614},{"id":"https://openalex.org/C31170391","wikidata":"https://www.wikidata.org/wiki/Q188619","display_name":"Hierarchy","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/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.0},{"id":"https://openalex.org/C34447519","wikidata":"https://www.wikidata.org/wiki/Q179522","display_name":"Market economy","level":1,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/bpmj-feb-2012-0016","is_oa":false,"landing_page_url":"https://doi.org/10.1108/bpmj-feb-2012-0016","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":11,"referenced_works":["https://openalex.org/W1612366852","https://openalex.org/W1965685521","https://openalex.org/W1981473803","https://openalex.org/W1982822956","https://openalex.org/W1997176931","https://openalex.org/W2024235148","https://openalex.org/W2050279181","https://openalex.org/W2051020202","https://openalex.org/W2089797965","https://openalex.org/W2094326075","https://openalex.org/W2127396574"],"related_works":["https://openalex.org/W2357931527","https://openalex.org/W2152253706","https://openalex.org/W2148289820","https://openalex.org/W2370799454","https://openalex.org/W72876739","https://openalex.org/W2141355378","https://openalex.org/W3115628366","https://openalex.org/W2992905510","https://openalex.org/W4210844823","https://openalex.org/W199631057"],"abstract_inverted_index":{"Abstract":[0],"Purpose":[1],"\u2013":[2,40,67,103],"In":[3],"new":[4],"business":[5],"trends,":[6],"gaining":[7],"customers'":[8,30],"satisfaction":[9,69],"has":[10,96],"a":[11,44],"high":[12],"order":[13],"in":[14,32,60,82,114],"the":[15,18,29,52,61,73,83,90,111],"agenda":[16],"of":[17,23,51,56,64,72,89],"organizations'":[19],"objectives.":[20],"The":[21,47],"purpose":[22],"this":[24],"paper":[25],"is":[26,70],"to":[27,34],"investigate":[28],"value":[31],"relation":[33],"customer":[35],"relationship":[36],"management":[37],"(CRM).":[38],"Design/methodology/approach":[39],"This":[41,104],"research":[42],"was":[43,49],"cross\u2010sectional":[45],"survey.":[46],"population":[48],"comprised":[50],"entire":[53],"mobile":[54,112],"subscribers":[55],"Khorasan\u2010e\u2010Razavi":[57],"Telecom":[58],"Company":[59],"first":[62],"half":[63],"2009.":[65],"Findings":[66],"Customer":[68],"one":[71],"most":[74],"influential":[75],"variables":[76],"affecting":[77],"brand":[78],"loyalty.":[79],"An":[80],"enhancement":[81],"perceived":[84],"concrete":[85],"and":[86],"abstract":[87],"drawbacks":[88],"purchased":[91],"product":[92],"under":[93],"study":[94],"(mobile)":[95],"not":[97],"discouraged":[98],"loyalty":[99],"or":[100],"satisfaction.":[101],"Originality/value":[102],"article":[105],"uses":[106],"Wang's":[107],"analysis":[108],"model":[109],"for":[110],"industry":[113],"an":[115],"Islamic":[116],"Country.":[117]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":3},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
