{"id":"https://openalex.org/W1973175133","doi":"https://doi.org/10.1080/02642069.2010.504301","title":"Systems thinking for call centre service design: affective commitment implications in manufacturing enterprises","display_name":"Systems thinking for call centre service design: affective commitment implications in manufacturing enterprises","publication_year":2010,"publication_date":"2010-10-08","ids":{"openalex":"https://openalex.org/W1973175133","doi":"https://doi.org/10.1080/02642069.2010.504301","mag":"1973175133"},"language":"en","primary_location":{"id":"doi:10.1080/02642069.2010.504301","doi":"https://doi.org/10.1080/02642069.2010.504301","is_oa":false,"landing_page_url":"https://doi.org/10.1080/02642069.2010.504301","pdf_url":null,"source":{"id":"https://openalex.org/S49331332","display_name":"Service Industries Journal","issn_l":"0264-2069","issn":["0264-2069","1743-9507"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"The Service Industries Journal","raw_type":"journal-article"},"volume":null,"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/A5089158072","display_name":"Ayham A.M. Jaaron","orcid":"https://orcid.org/0000-0003-4190-0681","observed_orcids":["https://orcid.org/0000-0003-4190-0681"]},"institutions":[{"id":"https://openalex.org/I143804889","display_name":"Loughborough University","ror":"https://ror.org/04vg4w365","country_code":"GB","type":"education","lineage":["https://openalex.org/I143804889"]},{"id":"https://openalex.org/I17533244","display_name":"An-Najah National University","ror":"https://ror.org/0046mja08","country_code":"PS","type":"education","lineage":["https://openalex.org/I17533244"]}],"countries":["GB","PS"],"is_corresponding":true,"raw_author_name":"Ayham A.M. Jaaron","raw_affiliation_strings":["Wolfson School of Mechanical and Manufacturing Engineering, Loughborough University, Epinal Way, Loughboough, LE11 3TU, UK; Industrial Engineering Department, An-Najah National University, Nablus, West Bank, PO Box 7, 707, Nablus, 97200, Palestinian Territory","Industrial Engineering Department, An-Najah National University, Nablus, West Bank, PO Box 7, 707, Nablus, 97200, Palestinian Territory","Wolfson School of Mechanical and Manufacturing Engineering, Loughborough University, Epinal Way, Loughboough, LE11 3TU, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Wolfson School of Mechanical and Manufacturing Engineering, Loughborough University, Epinal Way, Loughboough, LE11 3TU, UK; Industrial Engineering Department, An-Najah National University, Nablus, West Bank, PO Box 7, 707, Nablus, 97200, Palestinian Territory","institution_ids":["https://openalex.org/I143804889","https://openalex.org/I17533244"]},{"raw_affiliation_string":"Industrial Engineering Department, An-Najah National University, Nablus, West Bank, PO Box 7, 707, Nablus, 97200, Palestinian Territory","institution_ids":["https://openalex.org/I17533244"]},{"raw_affiliation_string":"Wolfson School of Mechanical and Manufacturing Engineering, Loughborough University, Epinal Way, Loughboough, LE11 3TU, UK","institution_ids":["https://openalex.org/I143804889"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5108395354","display_name":"Chris J. Backhouse","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I143804889","display_name":"Loughborough University","ror":"https://ror.org/04vg4w365","country_code":"GB","type":"education","lineage":["https://openalex.org/I143804889"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Chris J. Backhouse","raw_affiliation_strings":["Wolfson School of Mechanical and Manufacturing Engineering, Loughborough University, Epinal Way, Loughboough, LE11 3TU, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Wolfson School of Mechanical and Manufacturing Engineering, Loughborough University, Epinal Way, Loughboough, LE11 3TU, UK","institution_ids":["https://openalex.org/I143804889"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5089158072"],"corresponding_institution_ids":["https://openalex.org/I143804889","https://openalex.org/I17533244"],"apc_list":null,"apc_paid":null,"fwci":5.6694,"has_fulltext":false,"cited_by_count":23,"citation_normalized_percentile":{"value":0.94916295,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"31","issue":"4","first_page":"613","last_page":"628"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.7651000022888184,"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/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.7651000022888184,"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/T14309","display_name":"Employee Performance and Management","score":0.12710000574588776,"subfield":{"id":"https://openalex.org/subfields/3307","display_name":"Human Factors and Ergonomics"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.017400000244379044,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/systems-thinking","display_name":"systems thinking","score":0.8769999742507935},{"id":"https://openalex.org/keywords/call-centers","display_name":"call centers","score":0.7670000195503235},{"id":"https://openalex.org/keywords/service-design","display_name":"service design","score":0.7739999890327454},{"id":"https://openalex.org/keywords/affective-commitment","display_name":"affective commitment","score":0.9850000143051147},{"id":"https://openalex.org/keywords/frontline-workers","display_name":"frontline workers","score":0.8140000104904175},{"id":"https://openalex.org/keywords/manufacturing-firms","display_name":"manufacturing companies","score":0.9459999799728394},{"id":"https://openalex.org/keywords/service-operations","display_name":"service operations","score":0.6769999861717224},{"id":"https://openalex.org/keywords/employee-turnover","display_name":"employee turnover","score":0.9319999814033508},{"id":"https://openalex.org/keywords/absenteeism","display_name":"absenteeism","score":0.9919999837875366},{"id":"https://openalex.org/keywords/labor-productivity","display_name":"labor productivity","score":0.7369999885559082},{"id":"https://openalex.org/keywords/work-experience","display_name":"work experience","score":0.7450000047683716}],"concepts":[{"id":"https://openalex.org/C2779808267","wikidata":"https://www.wikidata.org/wiki/Q476796","display_name":"Call centre","level":2,"score":0.8590370416641235},{"id":"https://openalex.org/C2781403576","wikidata":"https://www.wikidata.org/wiki/Q4384456","display_name":"Front line","level":2,"score":0.7666149139404297},{"id":"https://openalex.org/C27400517","wikidata":"https://www.wikidata.org/wiki/Q332278","display_name":"Absenteeism","level":2,"score":0.6556004285812378},{"id":"https://openalex.org/C204983608","wikidata":"https://www.wikidata.org/wiki/Q2111958","display_name":"Productivity","level":2,"score":0.6074334979057312},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5515494346618652},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5175232887268066},{"id":"https://openalex.org/C83030740","wikidata":"https://www.wikidata.org/wiki/Q267236","display_name":"Organizational commitment","level":2,"score":0.497515469789505},{"id":"https://openalex.org/C15587899","wikidata":"https://www.wikidata.org/wiki/Q7455812","display_name":"Service system","level":3,"score":0.4468551278114319},{"id":"https://openalex.org/C2779304628","wikidata":"https://www.wikidata.org/wiki/Q3503480","display_name":"Face (sociological concept)","level":2,"score":0.4213330149650574},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.39333653450012207},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3340756297111511},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3266736567020416},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.2880822420120239},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.20098507404327393},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.12313291430473328},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.09912940859794617},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.08887037634849548},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.08181411027908325},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C139719470","wikidata":"https://www.wikidata.org/wiki/Q39680","display_name":"Macroeconomics","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1080/02642069.2010.504301","doi":"https://doi.org/10.1080/02642069.2010.504301","is_oa":false,"landing_page_url":"https://doi.org/10.1080/02642069.2010.504301","pdf_url":null,"source":{"id":"https://openalex.org/S49331332","display_name":"Service Industries Journal","issn_l":"0264-2069","issn":["0264-2069","1743-9507"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"The Service Industries Journal","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:taf:servic:v:31:y:2010:i:4:p:613-628","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10.1080/02642069.2010.504301","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,"listed_in":[],"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":[{"display_name":"Decent work and economic growth","score":0.48510000109672546,"id":"https://metadata.un.org/sdg/8"}],"sustainable_development_goals_aurora":[{"display_name":"Decent work and economic growth","score":0.699999988079071,"id":"https://metadata.un.org/sdg/8"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":73,"referenced_works":["https://openalex.org/W179151438","https://openalex.org/W217367019","https://openalex.org/W611175932","https://openalex.org/W613031369","https://openalex.org/W1483580929","https://openalex.org/W1498750023","https://openalex.org/W1509775387","https://openalex.org/W1527311855","https://openalex.org/W1528051375","https://openalex.org/W1539265701","https://openalex.org/W1586052953","https://openalex.org/W1589399253","https://openalex.org/W1594945480","https://openalex.org/W1710194171","https://openalex.org/W1727747611","https://openalex.org/W1908801843","https://openalex.org/W1914972138","https://openalex.org/W1967254945","https://openalex.org/W1976069211","https://openalex.org/W1979283882","https://openalex.org/W1979580830","https://openalex.org/W1981958831","https://openalex.org/W1988675771","https://openalex.org/W1990199118","https://openalex.org/W1995113941","https://openalex.org/W1995770442","https://openalex.org/W2010899680","https://openalex.org/W2023097856","https://openalex.org/W2023316955","https://openalex.org/W2024810644","https://openalex.org/W2025065200","https://openalex.org/W2025761641","https://openalex.org/W2027216460","https://openalex.org/W2040154382","https://openalex.org/W2041090984","https://openalex.org/W2046028542","https://openalex.org/W2050662933","https://openalex.org/W2064093798","https://openalex.org/W2066904879","https://openalex.org/W2075915792","https://openalex.org/W2076025404","https://openalex.org/W2083174051","https://openalex.org/W2084710723","https://openalex.org/W2085494266","https://openalex.org/W2088458358","https://openalex.org/W2088819221","https://openalex.org/W2090420677","https://openalex.org/W2092208820","https://openalex.org/W2099326003","https://openalex.org/W2116033070","https://openalex.org/W2133766618","https://openalex.org/W2139235674","https://openalex.org/W2146785465","https://openalex.org/W2152550643","https://openalex.org/W2157209757","https://openalex.org/W2158517811","https://openalex.org/W2159309529","https://openalex.org/W2160721795","https://openalex.org/W2170816415","https://openalex.org/W2172244569","https://openalex.org/W2286172853","https://openalex.org/W2313401407","https://openalex.org/W2314946272","https://openalex.org/W2401615420","https://openalex.org/W2888985080","https://openalex.org/W2942440131","https://openalex.org/W3121871227","https://openalex.org/W3125258148","https://openalex.org/W4230365743","https://openalex.org/W4250106112","https://openalex.org/W4253536347","https://openalex.org/W4297081765","https://openalex.org/W4300578501"],"related_works":["https://openalex.org/W2013213921","https://openalex.org/W2019405067","https://openalex.org/W609441672","https://openalex.org/W2092208820","https://openalex.org/W1008780126","https://openalex.org/W2027216460","https://openalex.org/W2081529924","https://openalex.org/W3156396533","https://openalex.org/W1506230522","https://openalex.org/W2042808950"],"abstract_inverted_index":{"This":[0],"paper":[1],"explains":[2],"the":[3,14,59,68,80],"leveraging":[4],"of":[5,16,61,70,96],"affective":[6,62,97],"commitment":[7,63,98],"among":[8,64],"call":[9,85],"centre":[10,86],"front-line":[11,49,65],"employees":[12,66],"through":[13,24],"improvement":[15],"service":[17,71,108],"operations":[18,72],"design":[19],"in":[20,106],"a":[21,55,84],"manufacturing":[22,81],"enterprise":[23],"systems":[25],"thinking":[26],"approach.":[27],"A":[28,93],"case":[29,52],"study":[30,53,75],"was":[31],"carried":[32],"out":[33],"using":[34],"face-to-face":[35],"interviews,":[36],"structured":[37],"questionnaires,":[38],"and":[39,47,67,90,104],"observation":[40],"methods":[41],"to":[42,87,101],"collect":[43],"data":[44],"at":[45],"managerial":[46],"operative":[48],"levels.":[50],"The":[51,74],"finds":[54],"strong":[56],"relationship":[57],"between":[58],"level":[60,95],"form":[69],"system.":[73],"has":[76],"many":[77],"implications":[78],"for":[79],"enterprises":[82],"embracing":[83],"improve":[88],"productivity":[89],"working":[91],"experience.":[92],"higher":[94],"is":[99],"likely":[100],"mitigate":[102],"turnover":[103],"absenteeism":[105],"these":[107],"departments.":[109]},"counts_by_year":[{"year":2023,"cited_by_count":2},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":4},{"year":2018,"cited_by_count":1},{"year":2016,"cited_by_count":2},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":3},{"year":2012,"cited_by_count":2}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2016-06-24T00:00:00"}
