{"id":"https://openalex.org/W1526035633","doi":null,"title":"BUSINESS VALUE OF IT-ENABLED CALL CENTERS: AN EMPIRICAL ANALYSIS","display_name":"BUSINESS VALUE OF IT-ENABLED CALL CENTERS: AN EMPIRICAL ANALYSIS","publication_year":2001,"publication_date":"2001-01-01","ids":{"openalex":"https://openalex.org/W1526035633","mag":"1526035633"},"language":"en","primary_location":{"id":"pmh:oai:aisel.aisnet.org:icis2001-1086","doi":null,"is_oa":false,"landing_page_url":"http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1086&context=icis2001","pdf_url":null,"source":{"id":"https://openalex.org/S30879505","display_name":"Journal of the Association for Information Systems","issn_l":"1536-9323","issn":["1536-9323"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-scientific","cwts-core","dongbi-a","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310321080","host_organization_name":"Association for Information Systems","host_organization_lineage":["https://openalex.org/P4310321080"],"host_organization_lineage_names":["Association for Information Systems"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"ICIS 2001 Proceedings","raw_type":"text"},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"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/A5044960371","display_name":"Ramanath Subramanyam","orcid":"https://orcid.org/0000-0003-1938-3745","observed_orcids":["https://orcid.org/0000-0003-1938-3745"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Ramanath Subramanyam","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0003-1938-3745","affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5009912542","display_name":"Mayuram S. Krishnan","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Mayuram S. Krishnan","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":8,"citation_normalized_percentile":{"value":0.26451824,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":96},"biblio":{"volume":null,"issue":null,"first_page":"55","last_page":"64"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.7621999979019165,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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/T11572","display_name":"Information Technology Governance and Strategy","score":0.7621999979019165,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.13819999992847443,"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/T10910","display_name":"Corporate Governance and Management","score":0.06270000338554382,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/it-business-value","display_name":"business value of IT","score":0.9620000123977661},{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.8309999704360962},{"id":"https://openalex.org/keywords/it-investment-returns","display_name":"IT investment returns","score":0.777999997138977},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.6980000138282776},{"id":"https://openalex.org/keywords/process-performance","display_name":"process performance","score":0.6809999942779541},{"id":"https://openalex.org/keywords/problem-complexity","display_name":"problem complexity","score":0.656000018119812},{"id":"https://openalex.org/keywords/service-operations","display_name":"service operations","score":0.39399999380111694}],"concepts":[{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.6526393294334412},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.6308532953262329},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.5930317044258118},{"id":"https://openalex.org/C130721881","wikidata":"https://www.wikidata.org/wiki/Q1146253","display_name":"Customer lifetime value","level":5,"score":0.5826315879821777},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.5798326134681702},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.5256456136703491},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5131497979164124},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.497635155916214},{"id":"https://openalex.org/C53100981","wikidata":"https://www.wikidata.org/wiki/Q5196454","display_name":"Customer equity","level":5,"score":0.4943258762359619},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4828089475631714},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4503456950187683},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.43839022517204285},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4351505637168884},{"id":"https://openalex.org/C147239956","wikidata":"https://www.wikidata.org/wiki/Q556441","display_name":"Business value","level":3,"score":0.42579853534698486},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3793601989746094},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.31507354974746704},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.06512555480003357},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C2776943663","wikidata":"https://www.wikidata.org/wiki/Q165687","display_name":"Human capital","level":2,"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/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:aisel.aisnet.org:icis2001-1086","doi":null,"is_oa":false,"landing_page_url":"http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1086&context=icis2001","pdf_url":null,"source":{"id":"https://openalex.org/S30879505","display_name":"Journal of the Association for Information Systems","issn_l":"1536-9323","issn":["1536-9323"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a-star","anvur-scientific","cwts-core","dongbi-a","fnege-1","jufo-3","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310321080","host_organization_name":"Association for Information Systems","host_organization_lineage":["https://openalex.org/P4310321080"],"host_organization_lineage_names":["Association for Information Systems"],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"ICIS 2001 Proceedings","raw_type":"text"},{"id":"mag:1526035633","doi":null,"is_oa":false,"landing_page_url":"https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1086&context=icis2001","pdf_url":null,"source":{"id":"https://openalex.org/S4306419566","display_name":"International Conference on Information Systems","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"International Conference on Information Systems","raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.428600013256073,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":17,"referenced_works":["https://openalex.org/W1498240737","https://openalex.org/W1580788756","https://openalex.org/W1587451402","https://openalex.org/W1815958156","https://openalex.org/W1955623976","https://openalex.org/W1978484347","https://openalex.org/W2001916972","https://openalex.org/W2041752445","https://openalex.org/W2123479138","https://openalex.org/W2141954228","https://openalex.org/W2162745390","https://openalex.org/W2171720857","https://openalex.org/W2174521973","https://openalex.org/W2324109975","https://openalex.org/W2508359610","https://openalex.org/W2799071688","https://openalex.org/W3123213202"],"related_works":["https://openalex.org/W3127203454","https://openalex.org/W2767176732","https://openalex.org/W2733668404","https://openalex.org/W7043546205","https://openalex.org/W2146858779","https://openalex.org/W2142239915","https://openalex.org/W6991958756","https://openalex.org/W2615362888","https://openalex.org/W1695498442","https://openalex.org/W2057213952"],"abstract_inverted_index":{"Corporate":[0],"information":[1],"technology":[2],"(IT)":[3],"investments":[4,44],"in":[5,45,61,71,99,174],"customer":[6,47,65,128,178],"support":[7,48,66,129,179],"and":[8,67,111,152,164,177],"service":[9,73],"such":[10],"as":[11],"CRM":[12],"systems":[13],"have":[14],"been":[15],"on":[16,31,84],"a":[17,46,51],"steady":[18],"rise.":[19],"Of":[20],"late,":[21],"the":[22,40,55,62,72,95,100,124,127,136,147,169],"primary":[23],"interest":[24],"has":[25],"shifted":[26],"toward":[27],"assessment":[28],"of":[29,42,57,64,69,88,97,102,126],"returns":[30],"these":[32],"invest-":[33],"ments.":[34],"This":[35],"research":[36,60],"attempts":[37],"to":[38,78,93,154],"assess":[39],"value":[41,68,87],"IT":[43,70,89,98,118,139,173],"setting":[49],"using":[50],"process-level":[52],"analysis.":[53],"Given":[54],"lack":[56],"academic":[58],"IS":[59],"area":[63],"context,":[74],"this":[75,80],"study":[76],"aims":[77],"bridge":[79],"gap":[81],"by":[82],"building":[83],"prior":[85],"business":[86,170],"literature.":[90],"In":[91,156],"order":[92],"identify":[94],"contribution":[96],"context":[101],"our":[103],"study,":[104],"we":[105,132,158],"explicitly":[106],"control":[107],"for":[108],"personnel-specific":[109,162],"factors":[110,163,166],"customer-specific":[112,165],"factors.":[113],"Our":[114],"findings":[115],"indicate":[116],"that":[117,135,160],"enabled":[119,140],"call":[120,141,175],"centers":[121,142],"significantly":[122,167],"improve":[123],"performance":[125],"process.":[130],"Further,":[131],"also":[133],"find":[134,159],"benefits":[137,171],"from":[138,172],"may":[143],"be":[144],"higher":[145],"when":[146],"customer-reported":[148],"problems":[149],"are":[150],"complex":[151],"difficult":[153],"resolve.":[155],"addition,":[157],"both":[161],"influence":[168],"center":[176],"applications.":[180]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2016,"cited_by_count":2},{"year":2012,"cited_by_count":1}],"updated_date":"2026-07-14T23:32:53.992493","created_date":"2016-06-24T00:00:00"}
