Get quick answers to your questions about the article from our AI researcher chatbot
{'id': 'https://openalex.org/W2154597923', 'doi': 'https://doi.org/10.1509/jmkg.68.4.172.42723', 'title': 'Customer Satisfaction and Shareholder Value', 'display_name': 'Customer Satisfaction and Shareholder Value', 'publication_year': 2004, 'publication_date': '2004-09-13', 'ids': {'openalex': 'https://openalex.org/W2154597923', 'doi': 'https://doi.org/10.1509/jmkg.68.4.172.42723', 'mag': '2154597923'}, 'language': 'en', 'primary_location': {'is_oa': True, 'landing_page_url': 'https://doi.org/10.1509/jmkg.68.4.172.42723', 'pdf_url': None, 'source': {'id': 'https://openalex.org/S142990027', 'display_name': 'Journal of Marketing', 'issn_l': '0022-2429', 'issn': ['0022-2429', '1547-7185'], 'is_oa': False, 'is_in_doaj': False, 'is_core': True, 'host_organization': 'https://openalex.org/P4310320017', 'host_organization_name': 'SAGE Publishing', 'host_organization_lineage': ['https://openalex.org/P4310320017'], 'host_organization_lineage_names': ['SAGE Publishing'], 'type': 'journal'}, 'license': None, 'license_id': None, 'version': 'publishedVersion', 'is_accepted': True, 'is_published': True}, 'type': 'article', 'type_crossref': 'journal-article', 'indexed_in': ['crossref'], 'open_access': {'is_oa': False, 'oa_status': 'closed', 'oa_url': 'https://doi.org/10.1509/jmkg.68.4.172.42723', 'any_repository_has_fulltext': False}, 'authorships': [{'author_position': 'first', 'author': {'id': 'https://openalex.org/A5042350406', 'display_name': 'Eugene W. Anderson', 'orcid': None}, 'institutions': [{'id': 'https://openalex.org/I2800922704', 'display_name': 'Dean College', 'ror': 'https://ror.org/00b44sj21', 'country_code': 'US', 'type': 'education', 'lineage': ['https://openalex.org/I2800922704']}], 'countries': ['US'], 'is_corresponding': True, 'raw_author_name': 'Eugene W. Anderson', 'raw_affiliation_strings': ['Associate Dean for Degree Programs and Professor of Marketing'], 'affiliations': [{'raw_affiliation_string': 'Associate Dean for Degree Programs and Professor of Marketing', 'institution_ids': ['https://openalex.org/I2800922704']}]}, {'author_position': 'middle', 'author': {'id': 'https://openalex.org/A5047556013', 'display_name': 'Claes Fornell', 'orcid': None}, 'institutions': [{'id': 'https://openalex.org/I27837315', 'display_name': 'University of Michigan–Ann Arbor', 'ror': 'https://ror.org/00jmfr291', 'country_code': 'US', 'type': 'education', 'lineage': ['https://openalex.org/I27837315']}], 'countries': ['US'], 'is_corresponding': True, 'raw_author_name': 'Claes Fornell', 'raw_affiliation_strings': ['University of Michigan Business School.'], 'affiliations': [{'raw_affiliation_string': 'University of Michigan Business School.', 'institution_ids': ['https://openalex.org/I27837315']}]}, {'author_position': 'last', 'author': {'id': 'https://openalex.org/A5014108078', 'display_name': 'Sanal K. Mazvancheryl', 'orcid': 'https://orcid.org/0000-0002-2176-5729'}, 'institutions': [{'id': 'https://openalex.org/I184565670', 'display_name': 'Georgetown University', 'ror': 'https://ror.org/05vzafd60', 'country_code': 'US', 'type': 'education', 'lineage': ['https://openalex.org/I184565670']}], 'countries': ['US'], 'is_corresponding': True, 'raw_author_name': 'Sanal K. Mazvancheryl', 'raw_affiliation_strings': ['McDonough School of Business, Georgetown University'], 'affiliations': [{'raw_affiliation_string': 'McDonough School of Business, Georgetown University', 'institution_ids': ['https://openalex.org/I184565670']}]}], 'institution_assertions': [], 'countries_distinct_count': 1, 'institutions_distinct_count': 3, 'corresponding_author_ids': ['https://openalex.org/A5042350406', 'https://openalex.org/A5047556013', 'https://openalex.org/A5014108078'], 'corresponding_institution_ids': ['https://openalex.org/I2800922704', 'https://openalex.org/I27837315', 'https://openalex.org/I184565670'], 'apc_list': None, 'apc_paid': None, 'fwci': 59.638, 'has_fulltext': True, 'fulltext_origin': 'ngrams', 'cited_by_count': 1328, 'citation_normalized_percentile': {'value': 0.999843, 'is_in_top_1_percent': True, 'is_in_top_10_percent': True}, 'cited_by_percentile_year': {'min': 99, 'max': 100}, 'biblio': {'volume': '68', 'issue': '4', 'first_page': '172', 'last_page': '185'}, 'is_retracted': False, 'is_paratext': False, 'primary_topic': {'id': 'https://openalex.org/T10154', 'display_name': 'Customer Service Quality and Loyalty', 'score': 0.9996, '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': 0.9996, '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': 0.9805, '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'}}, {'id': 'https://openalex.org/T11161', 'display_name': 'Consumer Market Behavior and Pricing', 'score': 0.9698, '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-satisfaction', 'display_name': 'Customer Satisfaction', 'score': 0.7695329}, {'id': 'https://openalex.org/keywords/shareholder-value', 'display_name': 'Shareholder Value', 'score': 0.7183726}, {'id': 'https://openalex.org/keywords/customer-equity', 'display_name': 'Customer Equity', 'score': 0.58073103}, {'id': 'https://openalex.org/keywords/customer-value', 'display_name': 'Customer value', 'score': 0.5437239}, {'id': 'https://openalex.org/keywords/value', 'display_name': 'Value (mathematics)', 'score': 0.49771932}, {'id': 'https://openalex.org/keywords/association', 'display_name': 'Association (psychology)', 'score': 0.4900981}, {'id': 'https://openalex.org/keywords/customer-delight', 'display_name': 'Customer delight', 'score': 0.4791619}], 'concepts': [{'id': 'https://openalex.org/C191511416', 'wikidata': 'https://www.wikidata.org/wiki/Q999278', 'display_name': 'Customer satisfaction', 'level': 2, 'score': 0.7695329}, {'id': 'https://openalex.org/C2779093199', 'wikidata': 'https://www.wikidata.org/wiki/Q338010', 'display_name': 'Shareholder value', 'level': 4, 'score': 0.7183726}, {'id': 'https://openalex.org/C144133560', 'wikidata': 'https://www.wikidata.org/wiki/Q4830453', 'display_name': 'Business', 'level': 0, 'score': 0.7169664}, {'id': 'https://openalex.org/C53100981', 'wikidata': 'https://www.wikidata.org/wiki/Q5196454', 'display_name': 'Customer equity', 'level': 5, 'score': 0.58073103}, {'id': 'https://openalex.org/C120757647', 'wikidata': 'https://www.wikidata.org/wiki/Q381136', 'display_name': 'Shareholder', 'level': 3, 'score': 0.56304014}, {'id': 'https://openalex.org/C2985066332', 'wikidata': 'https://www.wikidata.org/wiki/Q556441', 'display_name': 'Customer value', 'level': 3, 'score': 0.5437239}, {'id': 'https://openalex.org/C162853370', 'wikidata': 'https://www.wikidata.org/wiki/Q39809', 'display_name': 'Marketing', 'level': 1, 'score': 0.54027253}, {'id': 'https://openalex.org/C2778083465', 'wikidata': 'https://www.wikidata.org/wiki/Q693464', 'display_name': 'Cash', 'level': 2, 'score': 0.529664}, {'id': 'https://openalex.org/C101276457', 'wikidata': 'https://www.wikidata.org/wiki/Q5196474', 'display_name': 'Customer retention', 'level': 4, 'score': 0.52507156}, {'id': 'https://openalex.org/C2776291640', 'wikidata': 'https://www.wikidata.org/wiki/Q2912517', 'display_name': 'Value (mathematics)', 'level': 2, 'score': 0.49771932}, {'id': 'https://openalex.org/C142853389', 'wikidata': 'https://www.wikidata.org/wiki/Q744778', 'display_name': 'Association (psychology)', 'level': 2, 'score': 0.4900981}, {'id': 'https://openalex.org/C77197577', 'wikidata': 'https://www.wikidata.org/wiki/Q17009646', 'display_name': 'Customer delight', 'level': 5, 'score': 0.4791619}, {'id': 'https://openalex.org/C40700', 'wikidata': 'https://www.wikidata.org/wiki/Q1411783', 'display_name': 'Industrial organization', 'level': 1, 'score': 0.34038156}, {'id': 'https://openalex.org/C175444787', 'wikidata': 'https://www.wikidata.org/wiki/Q39072', 'display_name': 'Microeconomics', 'level': 1, 'score': 0.2111851}, {'id': 'https://openalex.org/C162324750', 'wikidata': 'https://www.wikidata.org/wiki/Q8134', 'display_name': 'Economics', 'level': 0, 'score': 0.14568111}, {'id': 'https://openalex.org/C39389867', 'wikidata': 'https://www.wikidata.org/wiki/Q380767', 'display_name': 'Corporate governance', 'level': 2, 'score': 0.1415079}, {'id': 'https://openalex.org/C140781008', 'wikidata': 'https://www.wikidata.org/wiki/Q1221081', 'display_name': 'Service quality', 'level': 3, 'score': 0.12574711}, {'id': 'https://openalex.org/C10138342', 'wikidata': 'https://www.wikidata.org/wiki/Q43015', 'display_name': 'Finance', 'level': 1, 'score': 0.121949255}, {'id': 'https://openalex.org/C15744967', 'wikidata': 'https://www.wikidata.org/wiki/Q9418', 'display_name': 'Psychology', 'level': 0, 'score': 0.09801522}, {'id': 'https://openalex.org/C105795698', 'wikidata': 'https://www.wikidata.org/wiki/Q12483', 'display_name': 'Statistics', 'level': 1, 'score': 0.06616473}, {'id': 'https://openalex.org/C33923547', 'wikidata': 'https://www.wikidata.org/wiki/Q395', 'display_name': 'Mathematics', 'level': 0, 'score': 0.04931897}, {'id': 'https://openalex.org/C181622380', 'wikidata': 'https://www.wikidata.org/wiki/Q26911', 'display_name': 'Profit (economics)', 'level': 2, 'score': 0.0}, {'id': 'https://openalex.org/C542102704', 'wikidata': 'https://www.wikidata.org/wiki/Q183257', 'display_name': 'Psychotherapist', 'level': 1, 'score': 0.0}, {'id': 'https://openalex.org/C2780378061', 'wikidata': 'https://www.wikidata.org/wiki/Q25351891', 'display_name': 'Service (business)', 'level': 2, 'score': 0.0}], 'mesh': [], 'locations_count': 1, 'locations': [{'is_oa': True, 'landing_page_url': 'https://doi.org/10.1509/jmkg.68.4.172.42723', 'pdf_url': None, 'source': {'id': 'https://openalex.org/S142990027', 'display_name': 'Journal of Marketing', 'issn_l': '0022-2429', 'issn': ['0022-2429', '1547-7185'], 'is_oa': False, 'is_in_doaj': False, 'is_core': True, 'host_organization': 'https://openalex.org/P4310320017', 'host_organization_name': 'SAGE Publishing', 'host_organization_lineage': ['https://openalex.org/P4310320017'], 'host_organization_lineage_names': ['SAGE Publishing'], 'type': 'journal'}, 'license': None, 'license_id': None, 'version': 'publishedVersion', 'is_accepted': True, 'is_published': True}], 'best_oa_location': {'is_oa': True, 'landing_page_url': 'https://doi.org/10.1509/jmkg.68.4.172.42723', 'pdf_url': None, 'source': {'id': 'https://openalex.org/S142990027', 'display_name': 'Journal of Marketing', 'issn_l': '0022-2429', 'issn': ['0022-2429', '1547-7185'], 'is_oa': False, 'is_in_doaj': False, 'is_core': True, 'host_organization': 'https://openalex.org/P4310320017', 'host_organization_name': 'SAGE Publishing', 'host_organization_lineage': ['https://openalex.org/P4310320017'], 'host_organization_lineage_names': ['SAGE Publishing'], 'type': 'journal'}, 'license': None, 'license_id': None, 'version': 'publishedVersion', 'is_accepted': True, 'is_published': True}, 'sustainable_development_goals': [], 'grants': [], 'datasets': [], 'versions': [], 'referenced_works_count': 88, 'referenced_works': ['https://openalex.org/W1491258819', 'https://openalex.org/W1504466003', 'https://openalex.org/W1517701247', 'https://openalex.org/W1519534222', 'https://openalex.org/W1551794060', 'https://openalex.org/W1587017338', 'https://openalex.org/W1594471201', 'https://openalex.org/W1973849164', 'https://openalex.org/W1974998909', 'https://openalex.org/W1978061556', 'https://openalex.org/W1978282661', 'https://openalex.org/W1981867707', 'https://openalex.org/W1983364918', 'https://openalex.org/W1983839896', 'https://openalex.org/W1985070592', 'https://openalex.org/W1987376215', 'https://openalex.org/W1995317092', 'https://openalex.org/W1997223225', 'https://openalex.org/W2001916972', 'https://openalex.org/W2003359494', 'https://openalex.org/W2007738521', 'https://openalex.org/W2010812063', 'https://openalex.org/W2025926893', 'https://openalex.org/W2027116170', 'https://openalex.org/W2027526741', 'https://openalex.org/W2027597802', 'https://openalex.org/W2028184439', 'https://openalex.org/W2029758834', 'https://openalex.org/W2035081595', 'https://openalex.org/W2038071726', 'https://openalex.org/W2039622030', 'https://openalex.org/W2040284309', 'https://openalex.org/W2041638509', 'https://openalex.org/W2044376291', 'https://openalex.org/W2049848139', 'https://openalex.org/W2059912207', 'https://openalex.org/W2061164851', 'https://openalex.org/W2070054856', 'https://openalex.org/W2070335567', 'https://openalex.org/W2074833450', 'https://openalex.org/W2078831478', 'https://openalex.org/W2079680815', 'https://openalex.org/W2081774187', 'https://openalex.org/W2086209024', 'https://openalex.org/W2089861077', 'https://openalex.org/W2093636029', 'https://openalex.org/W2097552874', 'https://openalex.org/W2099358844', 'https://openalex.org/W2100336789', 'https://openalex.org/W2102239289', 'https://openalex.org/W2107971134', 'https://openalex.org/W2109807800', 'https://openalex.org/W2110751729', 'https://openalex.org/W2111255674', 'https://openalex.org/W2116741904', 'https://openalex.org/W2131773668', 'https://openalex.org/W2138411682', 'https://openalex.org/W2139921829', 'https://openalex.org/W2142773961', 'https://openalex.org/W2145227590', 'https://openalex.org/W2149408458', 'https://openalex.org/W2150713892', 'https://openalex.org/W2153906047', 'https://openalex.org/W2323096506', 'https://openalex.org/W2327975117', 'https://openalex.org/W2417643617', 'https://openalex.org/W2797345588', 'https://openalex.org/W3021203231', 'https://openalex.org/W3121411908', 'https://openalex.org/W3122954681', 'https://openalex.org/W3123132505', 'https://openalex.org/W3124201178', 'https://openalex.org/W3124623299', 'https://openalex.org/W3125582413', 'https://openalex.org/W346754047', 'https://openalex.org/W4210906863', 'https://openalex.org/W4231546411', 'https://openalex.org/W4241074967', 'https://openalex.org/W4242644578', 'https://openalex.org/W4247841719', 'https://openalex.org/W4247947801', 'https://openalex.org/W4250315842', 'https://openalex.org/W4250602443', 'https://openalex.org/W4251859756', 'https://openalex.org/W4255699659', 'https://openalex.org/W4290016560', 'https://openalex.org/W4403998421', 'https://openalex.org/W654057460'], 'related_works': ['https://openalex.org/W3083442753', 'https://openalex.org/W3046745710', 'https://openalex.org/W2993325324', 'https://openalex.org/W2888763787', 'https://openalex.org/W2590792952', 'https://openalex.org/W2375327740', 'https://openalex.org/W2348240852', 'https://openalex.org/W2274639754', 'https://openalex.org/W2096938671', 'https://openalex.org/W1561149111'], 'abstract_inverted_index': {'In': [0], 'this': [1], 'article,': [2], 'the': [3, 21, 48], 'authors': [4], 'develop': [5], 'a': [6, 33], 'theoretical': [7], 'framework': [8], 'that': [9], 'specifies': [10], 'how': [11], 'customer': [12, 16, 37], 'satisfaction': [13, 38], 'affects': [14], 'future': [15, 27], 'behavior': [17], 'and,': [18], 'in': [19, 47], 'turn,': [20], 'level,': [22], 'timing,': [23], 'and': [24, 39, 52], 'risk': [25], 'of': [26], 'cash': [28], 'flows.': [29], 'Empirically,': [30], 'they': [31], 'find': [32, 44], 'positive': [34], 'association': [35, 49], 'between': [36], 'shareholder': [40], 'value.': [41], 'They': [42], 'also': [43], 'significant': [45], 'variation': [46], 'across': [50], 'industries': [51], 'firms.': [53]}, 'cited_by_api_url': 'https://api.openalex.org/works?filter=cites:W2154597923', 'counts_by_year': [{'year': 2024, 'cited_by_count': 40}, {'year': 2023, 'cited_by_count': 52}, {'year': 2022, 'cited_by_count': 68}, {'year': 2021, 'cited_by_count': 59}, {'year': 2020, 'cited_by_count': 74}, {'year': 2019, 'cited_by_count': 64}, {'year': 2018, 'cited_by_count': 76}, {'year': 2017, 'cited_by_count': 74}, {'year': 2016, 'cited_by_count': 75}, {'year': 2015, 'cited_by_count': 90}, {'year': 2014, 'cited_by_count': 77}, {'year': 2013, 'cited_by_count': 79}, {'year': 2012, 'cited_by_count': 89}], 'updated_date': '2024-12-30T18:30:37.324129', 'created_date': '2016-06-24'}