{"id":"https://openalex.org/W1990779409","doi":"https://doi.org/10.1108/08858629710188054","title":"The power of technology in business selling: call centers","display_name":"The power of technology in business selling: call centers","publication_year":1997,"publication_date":"1997-06-01","ids":{"openalex":"https://openalex.org/W1990779409","doi":"https://doi.org/10.1108/08858629710188054","mag":"1990779409"},"language":"en","primary_location":{"id":"doi:10.1108/08858629710188054","doi":"https://doi.org/10.1108/08858629710188054","is_oa":false,"landing_page_url":"https://doi.org/10.1108/08858629710188054","pdf_url":null,"source":{"id":"https://openalex.org/S119587767","display_name":"Journal of Business and Industrial Marketing","issn_l":"0885-8624","issn":["0885-8624","2052-1189"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business & Industrial Marketing","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/A5040512166","display_name":"Paul R. Prabhaker","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I180949307","display_name":"Illinois Institute of Technology","ror":"https://ror.org/037t3ry66","country_code":"US","type":"education","lineage":["https://openalex.org/I180949307"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Paul R. Prabhaker","raw_affiliation_strings":["Professor of Marketing at the Stuart School of Business, Illinois Institute of Technology, Chicago, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Professor of Marketing at the Stuart School of Business, Illinois Institute of Technology, Chicago, USA","institution_ids":["https://openalex.org/I180949307"]}]},{"author_position":"middle","author":{"id":null,"display_name":"Michael J. Sheehan","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I1283103587","display_name":"AT&T (United States)","ror":"https://ror.org/02bbd5539","country_code":"US","type":"company","lineage":["https://openalex.org/I1283103587"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Michael J. Sheehan","raw_affiliation_strings":["Director of Call Center Solutions. AT&T, Naperville, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Director of Call Center Solutions. AT&T, Naperville, USA","institution_ids":["https://openalex.org/I1283103587"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5001120829","display_name":"John I. Coppett","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I44461941","display_name":"University of Houston","ror":"https://ror.org/048sx0r50","country_code":"US","type":"education","lineage":["https://openalex.org/I44461941"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"John I. Coppett","raw_affiliation_strings":["Professor of Marketing at the University of Houston, Texas, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Professor of Marketing at the University of Houston, Texas, USA","institution_ids":["https://openalex.org/I44461941"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":3.121,"has_fulltext":false,"cited_by_count":53,"citation_normalized_percentile":{"value":0.92087195,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"12","issue":"3/4","first_page":"222","last_page":"235"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T13355","display_name":"Marketing and Advertising Strategies","score":0.9009000062942505,"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"}},"topics":[{"id":"https://openalex.org/T13355","display_name":"Marketing and Advertising Strategies","score":0.9009000062942505,"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.05209999904036522,"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/T10609","display_name":"Digital Marketing and Social Media","score":0.02710000053048134,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/call-centers","display_name":"call centers","score":0.9990000128746033},{"id":"https://openalex.org/keywords/sales-technology","display_name":"sales technology","score":0.7319999933242798},{"id":"https://openalex.org/keywords/marketing-tools","display_name":"marketing tools","score":0.5609999895095825},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.734000027179718},{"id":"https://openalex.org/keywords/customer-interaction","display_name":"customer interaction","score":0.515999972820282},{"id":"https://openalex.org/keywords/sales-automation","display_name":"sales automation","score":0.45500001311302185}],"concepts":[{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7593810558319092},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6661170125007629},{"id":"https://openalex.org/C91306197","wikidata":"https://www.wikidata.org/wiki/Q45767","display_name":"Competition (biology)","level":2,"score":0.6346613764762878},{"id":"https://openalex.org/C2780598303","wikidata":"https://www.wikidata.org/wiki/Q65921492","display_name":"Flexibility (engineering)","level":2,"score":0.6021097898483276},{"id":"https://openalex.org/C2985100168","wikidata":"https://www.wikidata.org/wiki/Q2005683","display_name":"Customer needs","level":2,"score":0.48846688866615295},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.1550629734992981},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.09090924263000488},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C18903297","wikidata":"https://www.wikidata.org/wiki/Q7150","display_name":"Ecology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/08858629710188054","doi":"https://doi.org/10.1108/08858629710188054","is_oa":false,"landing_page_url":"https://doi.org/10.1108/08858629710188054","pdf_url":null,"source":{"id":"https://openalex.org/S119587767","display_name":"Journal of Business and Industrial Marketing","issn_l":"0885-8624","issn":["0885-8624","2052-1189"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","fnege-3","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business & Industrial Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"score":0.5600000023841858,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":1,"referenced_works":["https://openalex.org/W583672423"],"related_works":["https://openalex.org/W4246098662","https://openalex.org/W994757929","https://openalex.org/W155676430","https://openalex.org/W4239409817","https://openalex.org/W29231411","https://openalex.org/W7077247683","https://openalex.org/W4239682241","https://openalex.org/W4240079633","https://openalex.org/W3143285745","https://openalex.org/W4254914008"],"abstract_inverted_index":{"Changes":[0],"in":[1,13,42,98,104,110],"market":[2,20],"conditions":[3],"and":[4,26,39,43,53,76,81,123,158],"trends":[5,21],"often":[6],"point":[7],"to":[8,51,87,101,137,150],"the":[9,14,34,64,74,102,126,147,161],"need":[10,58],"for":[11,44,59,73,160,170],"changes":[12,71,103],"marketing":[15,37,82,152],"approaches":[16,38,153],"being":[17,49],"used.":[18],"Current":[19],"such":[22],"as":[23],"fierce":[24],"competition":[25],"increasingly":[27],"demanding":[28],"customers":[29,65,139],"bring":[30,133],"into":[31],"glaring":[32],"focus":[33],"shortcomings":[35],"of":[36,62,78,91,128],"vehicles":[40],"developed":[41,159],"earlier":[45],"times.":[46],"Corporations":[47],"are":[48,156,166],"forced":[50],"re\u2010examine":[52],"redefine":[54],"their":[55,138],"marketplace.":[56,148],"The":[57],"innovative":[60],"ways":[61],"reaching":[63],"has":[66],"never":[67],"been":[68],"greater.":[69],"Such":[70],"call":[72,114,154],"development":[75],"use":[77],"newer":[79],"sales":[80],"tools.":[83],"Call":[84],"centers":[85,115,155],"belong":[86],"a":[88,111,142],"new":[89],"breed":[90],"potent":[92],"technology\u2010driven":[93],"business":[94,106,163],"tools":[95],"that":[96],"evolved":[97],"direct":[99],"response":[100],"today\u2019s":[105,171],"environment.":[107,164],"Being":[108],"rooted":[109],"technological":[112],"foundation,":[113],"have":[116],"superior":[117],"attributes.":[118],"They":[119,132,165],"offer":[120],"more":[121],"flexibility":[122],"simultaneously":[124],"lower":[125],"costs":[127],"meeting":[129],"customer":[130],"needs.":[131],"businesses":[134],"much":[135],"closer":[136],"by":[140],"establishing":[141],"two\u2010way":[143],"interactive":[144],"link":[145],"with":[146],"Compared":[149],"traditional":[151],"designed":[157],"contemporary":[162],"an":[167],"ideal":[168],"tool":[169],"rapidly":[172],"changing":[173],"global":[174],"markets.":[175]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":2},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":2},{"year":2012,"cited_by_count":1}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}