{"id":"https://openalex.org/W177809487","doi":null,"title":"CRM e call centers: customer relationship management e sistemas de informa\u00e7\u00e3o em call centers","display_name":"CRM e call centers: customer relationship management e sistemas de informa\u00e7\u00e3o em call centers","publication_year":2001,"publication_date":"2001-06-01","ids":{"openalex":"https://openalex.org/W177809487","mag":"177809487"},"language":"pt","primary_location":{"id":"pmh:oai:run.unl.pt:10362/7695","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10362/7695","pdf_url":null,"source":{"id":"https://openalex.org/S4306402433","display_name":"Portuguese National Funding Agency for Science, Research and Technology (RCAAP Project by FCT)","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":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"other"},"volume":null,"type":"other","is_traditional":false,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://hdl.handle.net/10362/7695","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5029329366","display_name":"Dulce Magalh\u00e3es de S\u00e1","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Dulce Magalh\u00e3es de S\u00e1","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5021459381","display_name":"Marco Pa\u00ecnho","orcid":"https://orcid.org/0000-0003-1136-3387","observed_orcids":["https://orcid.org/0000-0003-1136-3387"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Marco Pa\u00ecnho","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0003-1136-3387","affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10910","display_name":"Corporate Governance and Management","score":0.7925000190734863,"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"}},"topics":[{"id":"https://openalex.org/T10910","display_name":"Corporate Governance and Management","score":0.7925000190734863,"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"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.1768999993801117,"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/T10609","display_name":"Digital Marketing and Social Media","score":0.009700000286102295,"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-relationship-management","display_name":"customer relationship management","score":1.0},{"id":"https://openalex.org/keywords/call-centers","display_name":"call centers","score":0.9890000224113464},{"id":"https://openalex.org/keywords/information-systems","display_name":"information systems","score":0.9520000219345093},{"id":"https://openalex.org/keywords/crm-systems","display_name":"CRM systems","score":0.6639999747276306},{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.5270000100135803},{"id":"https://openalex.org/keywords/after-sales-service","display_name":"after-sales service","score":0.8830000162124634},{"id":"https://openalex.org/keywords/sales","display_name":"sales","score":0.699999988079071},{"id":"https://openalex.org/keywords/customer-communication-channels","display_name":"customer communication channels","score":0.5550000071525574},{"id":"https://openalex.org/keywords/process-automation","display_name":"process automation","score":0.675000011920929}],"concepts":[{"id":"https://openalex.org/C2779808267","wikidata":"https://www.wikidata.org/wiki/Q476796","display_name":"Call centre","level":2,"score":0.6173626184463501},{"id":"https://openalex.org/C131969451","wikidata":"https://www.wikidata.org/wiki/Q5021614","display_name":"Call control","level":2,"score":0.4211360812187195},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4209112823009491},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.39424583315849304},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.2797226309776306}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:run.unl.pt:10362/7695","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10362/7695","pdf_url":null,"source":{"id":"https://openalex.org/S4306402433","display_name":"Portuguese National Funding Agency for Science, Research and Technology (RCAAP Project by FCT)","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":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"other"},{"id":"mag:177809487","doi":null,"is_oa":false,"landing_page_url":"https://run.unl.pt/bitstream/10362/7695/1/WP0075.pdf","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:run.unl.pt:10362/7695","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10362/7695","pdf_url":null,"source":{"id":"https://openalex.org/S4306402433","display_name":"Portuguese National Funding Agency for Science, Research and Technology (RCAAP Project by FCT)","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":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"other"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2910632730","https://openalex.org/W2885052048","https://openalex.org/W1527754997","https://openalex.org/W2358152942","https://openalex.org/W2725471418","https://openalex.org/W396421528","https://openalex.org/W2369582501","https://openalex.org/W122462606","https://openalex.org/W1923839650","https://openalex.org/W3004359579"],"abstract_inverted_index":{"O":[0],"CRM":[1,51],"\u00e9":[2],"n\u00e3o":[3,33,52],"s\u00f3":[4,34],"uma":[5],"disciplina":[6],"mas":[7],"tamb\u00e9m":[8,39,73],"um":[9],"conjunto":[10],"de":[11,13,24,50,77,80,102],"solu\u00e7\u00f5es":[12],"software":[14],"e":[15,20,45,69,90],"tecnologias":[16],"focalizadas":[17],"na":[18,35],"automa\u00e7\u00e3o":[19],"melhoria":[21],"dos":[22],"processos":[23],"gest\u00e3o":[25],"associados":[26],"a":[27,75,106],"rela\u00e7\u00f5es":[28],"com":[29,82],"os":[30,58,100],"clientes":[31],"existentes":[32],"\u00e1rea":[36],"comercial":[37],"como":[38],"no":[40],"marketing,":[41,65],"apoio":[42,66],"ao":[43,67],"cliente":[44,68,84],"servi\u00e7o":[46,70],"p\u00f3s-venda.":[47],"As":[48],"aplica\u00e7\u00f5es":[49],"facilitam":[53],"apenas":[54],"as":[55,95],"interac\u00e7\u00f5es":[56],"entre":[57],"diversos":[59],"departamentos":[60],"da":[61],"mesma":[62],"empresa":[63],"(vendas,":[64],"p\u00f3s-venda)":[71],"mas,":[72],"permite":[74],"coordena\u00e7\u00e3o":[76],"m\u00faltiplos":[78],"canais":[79,101],"comunica\u00e7\u00e3o":[81,103],"o":[83],"\u2013":[85,92],"contacto":[86],"directo,":[87],"call":[88],"center":[89],"Internet":[91],"para":[93],"que":[94],"organiza\u00e7\u00f5es":[96],"possam":[97],"gerir":[98],"melhor":[99],"mais":[104],"adequados":[105],"cada":[107],"cliente.":[108]},"counts_by_year":[],"updated_date":"2026-11-08T12:12:28.789561","created_date":"2016-06-24T00:00:00"}
