{"id":"https://openalex.org/W566622397","doi":"https://doi.org/10.4018/ijom.2014100104","title":"From Communication to Conversation","display_name":"From Communication to Conversation","publication_year":2014,"publication_date":"2014-10-01","ids":{"openalex":"https://openalex.org/W566622397","doi":"https://doi.org/10.4018/ijom.2014100104","mag":"566622397"},"language":"en","primary_location":{"id":"doi:10.4018/ijom.2014100104","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijom.2014100104","pdf_url":null,"source":{"id":"https://openalex.org/S4210211185","display_name":"International Journal of Online Marketing","issn_l":"2156-1745","issn":["2156-1745","2156-1753"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Online Marketing","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/A5074018222","display_name":"K Sai Prasad","orcid":null},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"K Sai Prasad","raw_affiliation_strings":["Department of Marketing Communication, Convergence Institute of Media, Bangalore, India","Department of Marketing Communication, Convergence Institute of Media, Bangalore, India#TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing Communication, Convergence Institute of Media, Bangalore, India","institution_ids":[]},{"raw_affiliation_string":"Department of Marketing Communication, Convergence Institute of Media, Bangalore, India#TAB#","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5032351045","display_name":"Sita Mishra","orcid":"https://orcid.org/0000-0002-6323-5881"},"institutions":[{"id":"https://openalex.org/I166533956","display_name":"Institute of Management Technology","ror":"https://ror.org/05k0kb696","country_code":"IN","type":"education","lineage":["https://openalex.org/I166533956"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Sita Mishra","raw_affiliation_strings":["Institute of Management Technology, Ghaziabad, India","( Institute of Management Technology Ghaziabad India )"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Institute of Management Technology, Ghaziabad, India","institution_ids":["https://openalex.org/I166533956"]},{"raw_affiliation_string":"( Institute of Management Technology Ghaziabad India )","institution_ids":["https://openalex.org/I166533956"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5074018222"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.04133931,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":94},"biblio":{"volume":"4","issue":"4","first_page":"52","last_page":"64"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9990000128746033,"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":0.9990000128746033,"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/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9968000054359436,"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/T10609","display_name":"Digital Marketing and Social Media","score":0.995199978351593,"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/competitor-analysis","display_name":"Competitor analysis","score":0.7139077186584473},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.7108186483383179},{"id":"https://openalex.org/keywords/social-media","display_name":"Social media","score":0.6713948249816895},{"id":"https://openalex.org/keywords/loyalty-business-model","display_name":"Loyalty business model","score":0.5854374766349792},{"id":"https://openalex.org/keywords/competition","display_name":"Competition (biology)","score":0.585107147693634},{"id":"https://openalex.org/keywords/scope","display_name":"Scope (computer science)","score":0.5833389759063721},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.5787137150764465},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.5622424483299255},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.48598966002464294},{"id":"https://openalex.org/keywords/conversation","display_name":"Conversation","score":0.48049795627593994},{"id":"https://openalex.org/keywords/loyalty","display_name":"Loyalty","score":0.4727547764778137},{"id":"https://openalex.org/keywords/advertising","display_name":"Advertising","score":0.47145113348960876},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.4206407368183136},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4071025252342224},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.23051655292510986},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.17901882529258728},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.10133972764015198},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.08339419960975647}],"concepts":[{"id":"https://openalex.org/C127576917","wikidata":"https://www.wikidata.org/wiki/Q624630","display_name":"Competitor analysis","level":2,"score":0.7139077186584473},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7108186483383179},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.6713948249816895},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.5854374766349792},{"id":"https://openalex.org/C91306197","wikidata":"https://www.wikidata.org/wiki/Q45767","display_name":"Competition (biology)","level":2,"score":0.585107147693634},{"id":"https://openalex.org/C2778012447","wikidata":"https://www.wikidata.org/wiki/Q1034415","display_name":"Scope (computer science)","level":2,"score":0.5833389759063721},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5787137150764465},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.5622424483299255},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.48598966002464294},{"id":"https://openalex.org/C2777200299","wikidata":"https://www.wikidata.org/wiki/Q52943","display_name":"Conversation","level":2,"score":0.48049795627593994},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.4727547764778137},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.47145113348960876},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.4206407368183136},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4071025252342224},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.23051655292510986},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.17901882529258728},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.10133972764015198},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.08339419960975647},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C18903297","wikidata":"https://www.wikidata.org/wiki/Q7150","display_name":"Ecology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.4018/ijom.2014100104","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijom.2014100104","pdf_url":null,"source":{"id":"https://openalex.org/S4210211185","display_name":"International Journal of Online Marketing","issn_l":"2156-1745","issn":["2156-1745","2156-1753"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Online Marketing","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:igg:jom000:v:4:y:2014:i:4:p:52-64","is_oa":false,"landing_page_url":"https://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJOM.2014100104","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":10,"referenced_works":["https://openalex.org/W1508352172","https://openalex.org/W1978723346","https://openalex.org/W2071994782","https://openalex.org/W2073203924","https://openalex.org/W2094441285","https://openalex.org/W2157798748","https://openalex.org/W2164530955","https://openalex.org/W2167249295","https://openalex.org/W2561977537","https://openalex.org/W2729266458"],"related_works":["https://openalex.org/W2295479703","https://openalex.org/W2183127765","https://openalex.org/W3139251813","https://openalex.org/W2132468623","https://openalex.org/W2777355542","https://openalex.org/W2185861282","https://openalex.org/W1575575896","https://openalex.org/W2998011819","https://openalex.org/W2804140287","https://openalex.org/W2921848545"],"abstract_inverted_index":{"How":[0],"have":[1,26],"cutthroat":[2],"competition":[3],"and":[4,22,70,76],"high":[5],"growth":[6],"compelled":[7],"telecom":[8],"service":[9,27],"providers":[10,28],"to":[11,16,49],"innovatively":[12],"use":[13],"social":[14,33,47,64],"media":[15,34,48,65],"outperform":[17],"competitors,":[18],"improve":[19],"customer":[20,52,67,74],"communication":[21,68],"maintain":[23],"loyalty?":[24],"Why":[25],"made":[29],"huge":[30],"investments":[31],"in":[32,59,66],"for":[35,80],"their":[36],"CRM":[37],"strategy?":[38],"This":[39],"case":[40,55],"study":[41,56],"analyses":[42],"how":[43],"Tata":[44],"DoCoMo":[45],"used":[46],"positively":[50],"influence":[51],"experience.":[53],"The":[54],"will":[57],"help":[58],"understanding":[60],"the":[61],"role":[62],"of":[63],"strategies":[69],"its":[71],"impact":[72],"on":[73],"loyalty,":[75],"open":[77],"up":[78],"scope":[79],"future":[81],"research.":[82]},"counts_by_year":[{"year":2013,"cited_by_count":1}],"updated_date":"2026-05-21T06:26:12.895304","created_date":"2025-10-10T00:00:00"}
