{"id":"https://openalex.org/W1966609261","doi":"https://doi.org/10.1057/dbm.2011.4","title":"The mediating effects of first call resolution on call centers\u2019 performance","display_name":"The mediating effects of first call resolution on call centers\u2019 performance","publication_year":2011,"publication_date":"2011-03-01","ids":{"openalex":"https://openalex.org/W1966609261","doi":"https://doi.org/10.1057/dbm.2011.4","mag":"1966609261"},"language":"en","primary_location":{"id":"doi:10.1057/dbm.2011.4","doi":"https://doi.org/10.1057/dbm.2011.4","is_oa":true,"landing_page_url":"https://doi.org/10.1057/dbm.2011.4","pdf_url":"https://link.springer.com/content/pdf/10.1057/dbm.2011.4.pdf","source":{"id":"https://openalex.org/S4210207324","display_name":"Journal of Database Marketing & Customer Strategy Management","issn_l":"1741-2439","issn":["1741-2439","1741-2447"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","cwts-core"],"host_organization":"https://openalex.org/P4310319703","host_organization_name":"Palgrave Macmillan","host_organization_lineage":["https://openalex.org/P4310319703","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Palgrave Macmillan","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Database Marketing & Customer Strategy Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://link.springer.com/content/pdf/10.1057/dbm.2011.4.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5014993716","display_name":"Aliyu Olayemi Abdullateef","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I94625822","display_name":"Universiti Utara Malaysia","ror":"https://ror.org/01ss10648","country_code":"MY","type":"education","lineage":["https://openalex.org/I94625822"]}],"countries":["MY"],"is_corresponding":true,"raw_author_name":"Aliyu Olayemi Abdullateef","raw_affiliation_strings":["College of Business, Universiti Utara Malaysia, 06010 UUM Sintok, Kedah, Malaysia","College of Business Universiti Utara Malaysia Kedah Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business, Universiti Utara Malaysia, 06010 UUM Sintok, Kedah, Malaysia","institution_ids":["https://openalex.org/I94625822"]},{"raw_affiliation_string":"College of Business Universiti Utara Malaysia Kedah Malaysia","institution_ids":["https://openalex.org/I94625822"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5087819044","display_name":"Sany Sanuri Mohd Mokhtar","orcid":"https://orcid.org/0000-0002-9121-1238","observed_orcids":["https://orcid.org/0000-0002-9121-1238"]},"institutions":[{"id":"https://openalex.org/I139894009","display_name":"University of Bradford","ror":"https://ror.org/00vs8d940","country_code":"GB","type":"education","lineage":["https://openalex.org/I139894009"]},{"id":"https://openalex.org/I94625822","display_name":"Universiti Utara Malaysia","ror":"https://ror.org/01ss10648","country_code":"MY","type":"education","lineage":["https://openalex.org/I94625822"]}],"countries":["GB","MY"],"is_corresponding":false,"raw_author_name":"Sany Sanuri Mohd Mokhtar","raw_affiliation_strings":["College of Business, Universiti Utara Malaysia, 06010 UUM Sintok, Kedah, Malaysia","College of Business, Universiti Utara Malaysia","Institute of Management and Business Research at the College of Business, Universiti Utara Malaysia","University of Bradford, UK","University of Western Illinois, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business, Universiti Utara Malaysia, 06010 UUM Sintok, Kedah, Malaysia","institution_ids":["https://openalex.org/I94625822"]},{"raw_affiliation_string":"College of Business, Universiti Utara Malaysia","institution_ids":["https://openalex.org/I94625822"]},{"raw_affiliation_string":"Institute of Management and Business Research at the College of Business, Universiti Utara Malaysia","institution_ids":["https://openalex.org/I94625822"]},{"raw_affiliation_string":"University of Bradford, UK","institution_ids":["https://openalex.org/I139894009"]},{"raw_affiliation_string":"University of Western Illinois, USA","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5069120842","display_name":"Rushami Zien Yusoff","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I94625822","display_name":"Universiti Utara Malaysia","ror":"https://ror.org/01ss10648","country_code":"MY","type":"education","lineage":["https://openalex.org/I94625822"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Rushami Zien Yusoff","raw_affiliation_strings":["College of Business, Universiti Utara Malaysia, 06010 UUM Sintok, Kedah, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business, Universiti Utara Malaysia, 06010 UUM Sintok, Kedah, Malaysia","institution_ids":["https://openalex.org/I94625822"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5014993716"],"corresponding_institution_ids":["https://openalex.org/I94625822"],"apc_list":null,"apc_paid":null,"fwci":4.1202,"has_fulltext":true,"cited_by_count":21,"citation_normalized_percentile":{"value":0.93420107,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":"18","issue":"1","first_page":"16","last_page":"30"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9955999851226807,"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":0.9955999851226807,"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/T10910","display_name":"Corporate Governance and Management","score":0.0010999999940395355,"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/T12384","display_name":"Customer churn and segmentation","score":0.000699999975040555,"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/call-centers","display_name":"call centers","score":0.8500000238418579},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"knowledge management","score":0.9610000252723694},{"id":"https://openalex.org/keywords/technology-based-crm","display_name":"technology-based CRM","score":0.7620000243186951},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.7250000238418579},{"id":"https://openalex.org/keywords/mediating-effect","display_name":"mediating effect","score":0.5740000009536743}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7122392058372498},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5973734855651855},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5734694004058838},{"id":"https://openalex.org/C2779463800","wikidata":"https://www.wikidata.org/wiki/Q5062222","display_name":"Center (category theory)","level":2,"score":0.5268805623054504},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.5141032338142395},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4756324291229248},{"id":"https://openalex.org/C2779808267","wikidata":"https://www.wikidata.org/wiki/Q476796","display_name":"Call centre","level":2,"score":0.46575695276260376},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.46186572313308716},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.4485968351364136},{"id":"https://openalex.org/C183003079","wikidata":"https://www.wikidata.org/wiki/Q1000371","display_name":"Personalization","level":2,"score":0.4300440549850464},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3615397810935974},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3221181035041809},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.28750014305114746},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.22156643867492676},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.12357014417648315},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.08765295147895813},{"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/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C8010536","wikidata":"https://www.wikidata.org/wiki/Q160398","display_name":"Crystallography","level":1,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1057/dbm.2011.4","doi":"https://doi.org/10.1057/dbm.2011.4","is_oa":true,"landing_page_url":"https://doi.org/10.1057/dbm.2011.4","pdf_url":"https://link.springer.com/content/pdf/10.1057/dbm.2011.4.pdf","source":{"id":"https://openalex.org/S4210207324","display_name":"Journal of Database Marketing & Customer Strategy Management","issn_l":"1741-2439","issn":["1741-2439","1741-2447"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","cwts-core"],"host_organization":"https://openalex.org/P4310319703","host_organization_name":"Palgrave Macmillan","host_organization_lineage":["https://openalex.org/P4310319703","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Palgrave Macmillan","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Database Marketing & Customer Strategy Management","raw_type":"journal-article"},{"id":"pmh:oai:repo.uum.edu.my:9121","doi":null,"is_oa":false,"landing_page_url":"https://repo.uum.edu.my/id/eprint/9121/1/dbm20114a.pdf","pdf_url":"https://repo.uum.edu.my/id/eprint/9121/1/dbm20114a.pdf","source":{"id":"https://openalex.org/S4306400886","display_name":"Universiti Utara Malaysia Institutional Repository (Universiti Utara Malaysia)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I65079550","host_organization_name":"Universiti Malaysia Perlis","host_organization_lineage":["https://openalex.org/I65079550"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":null,"raw_type":"Article"}],"best_oa_location":{"id":"doi:10.1057/dbm.2011.4","doi":"https://doi.org/10.1057/dbm.2011.4","is_oa":true,"landing_page_url":"https://doi.org/10.1057/dbm.2011.4","pdf_url":"https://link.springer.com/content/pdf/10.1057/dbm.2011.4.pdf","source":{"id":"https://openalex.org/S4210207324","display_name":"Journal of Database Marketing & Customer Strategy Management","issn_l":"1741-2439","issn":["1741-2439","1741-2447"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","cwts-core"],"host_organization":"https://openalex.org/P4310319703","host_organization_name":"Palgrave Macmillan","host_organization_lineage":["https://openalex.org/P4310319703","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Palgrave Macmillan","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Database Marketing & Customer Strategy Management","raw_type":"journal-article"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure","score":0.41999998688697815}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1966609261.pdf","grobid_xml":"https://content.openalex.org/works/W1966609261.grobid-xml"},"referenced_works_count":33,"referenced_works":["https://openalex.org/W1499170180","https://openalex.org/W1586557460","https://openalex.org/W1972414376","https://openalex.org/W1975017039","https://openalex.org/W1998395173","https://openalex.org/W2001916972","https://openalex.org/W2005560979","https://openalex.org/W2019661831","https://openalex.org/W2023290297","https://openalex.org/W2023664853","https://openalex.org/W2036149274","https://openalex.org/W2036194940","https://openalex.org/W2042808950","https://openalex.org/W2043961474","https://openalex.org/W2044660406","https://openalex.org/W2046189617","https://openalex.org/W2046362245","https://openalex.org/W2047875827","https://openalex.org/W2050279181","https://openalex.org/W2068908313","https://openalex.org/W2072987942","https://openalex.org/W2090325096","https://openalex.org/W2103514695","https://openalex.org/W2116533203","https://openalex.org/W2121689178","https://openalex.org/W2146032201","https://openalex.org/W2148219776","https://openalex.org/W2172176631","https://openalex.org/W2257665490","https://openalex.org/W2319900038","https://openalex.org/W2607657495","https://openalex.org/W3015634246","https://openalex.org/W4235678817"],"related_works":["https://openalex.org/W186223558","https://openalex.org/W13789163","https://openalex.org/W7097744892","https://openalex.org/W1986267587","https://openalex.org/W1737746230","https://openalex.org/W2930215879","https://openalex.org/W1542193665","https://openalex.org/W2072987942","https://openalex.org/W2139268144","https://openalex.org/W7095369795"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":5}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2016-06-24T00:00:00"}