{"id":"https://openalex.org/W1995958679","doi":"https://doi.org/10.1145/24673.24674","title":"Information system technology can improve customer service","display_name":"Information system technology can improve customer service","publication_year":1986,"publication_date":"1986-12-01","ids":{"openalex":"https://openalex.org/W1995958679","doi":"https://doi.org/10.1145/24673.24674","mag":"1995958679"},"language":"en","primary_location":{"id":"doi:10.1145/24673.24674","doi":"https://doi.org/10.1145/24673.24674","is_oa":false,"landing_page_url":"https://doi.org/10.1145/24673.24674","pdf_url":null,"source":{"id":"https://openalex.org/S4210234096","display_name":"ACM SIGMIS Database the DATABASE for Advances in Information Systems","issn_l":"0095-0033","issn":["0095-0033","1532-0936","2331-1584","2331-1622"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["abdc-a","anvur-scientific","fnege-3","jufo-1","norway-1","poland-40","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"ACM SIGMIS Database: the DATABASE for Advances in Information Systems","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"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/A5067334624","display_name":"Gerard P. Learmonth","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Gerard P Learmonth","raw_affiliation_strings":[""],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5067334624"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":16,"citation_normalized_percentile":{"value":0.21857923,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":93},"biblio":{"volume":"18","issue":"2","first_page":"6","last_page":"10"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9071999788284302,"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9071999788284302,"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/T11114","display_name":"Service and Product Innovation","score":0.042399998754262924,"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":0.01489999983459711,"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/customer-service","display_name":"customer service","score":0.9980000257492065},{"id":"https://openalex.org/keywords/product-differentiation","display_name":"product differentiation","score":0.6729999780654907},{"id":"https://openalex.org/keywords/service-differentiation","display_name":"service differentiation","score":0.8489999771118164},{"id":"https://openalex.org/keywords/customer-relationships","display_name":"customer relationships","score":0.7860000133514404},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.777999997138977}],"concepts":[{"id":"https://openalex.org/C105339364","wikidata":"https://www.wikidata.org/wiki/Q2297740","display_name":"Software deployment","level":2,"score":0.7006906270980835},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6378722786903381},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.563819169998169},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5410711765289307},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5251107811927795},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.5105172395706177},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.48625171184539795},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.48247793316841125},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.47419172525405884},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.46712666749954224},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.4153730571269989},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.4118281900882721},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.38843587040901184},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.3516358435153961},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3431183695793152},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3131042420864105},{"id":"https://openalex.org/C115903868","wikidata":"https://www.wikidata.org/wiki/Q80993","display_name":"Software engineering","level":1,"score":0.07583066821098328},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/24673.24674","doi":"https://doi.org/10.1145/24673.24674","is_oa":false,"landing_page_url":"https://doi.org/10.1145/24673.24674","pdf_url":null,"source":{"id":"https://openalex.org/S4210234096","display_name":"ACM SIGMIS Database the DATABASE for Advances in Information Systems","issn_l":"0095-0033","issn":["0095-0033","1532-0936","2331-1584","2331-1622"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["abdc-a","anvur-scientific","fnege-3","jufo-1","norway-1","poland-40","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"ACM SIGMIS Database: the DATABASE for Advances in Information Systems","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure","score":0.4943999946117401}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":3,"referenced_works":["https://openalex.org/W56218459","https://openalex.org/W2074564439","https://openalex.org/W6602276726"],"related_works":["https://openalex.org/W7113616956","https://openalex.org/W5602148","https://openalex.org/W7100123840","https://openalex.org/W88074840","https://openalex.org/W7027523194","https://openalex.org/W648051025","https://openalex.org/W1955238544","https://openalex.org/W1532262047","https://openalex.org/W2999211899","https://openalex.org/W3143644763"],"abstract_inverted_index":{"Creative":[0],"deployment":[1],"of":[2],"information":[3],"system":[4],"technologies":[5],"can":[6],"lead":[7],"to":[8,11],"new":[9],"ways":[10],"differentiate":[12],"products":[13],"and":[14],"services":[15],"through":[16],"customer":[17,22],"service,":[18],"while":[19],"simultaneously":[20],"strengthening":[21],"ties.":[23]},"counts_by_year":[{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2012,"cited_by_count":1}],"updated_date":"2026-05-21T06:26:12.895304","created_date":"2016-06-24T00:00:00"}