{"id":"https://openalex.org/W199645783","doi":null,"title":"Understanding how organisational characteristics of UK contact centres impact their scope for innovation","display_name":"Understanding how organisational characteristics of UK contact centres impact their scope for innovation","publication_year":2008,"publication_date":"2008-06-16","ids":{"openalex":"https://openalex.org/W199645783","mag":"199645783"},"language":"en","primary_location":{"id":"pmh:oai:strathprints.strath.ac.uk:42960","doi":null,"is_oa":true,"landing_page_url":"https://strathprints.strath.ac.uk/view/author/443778.html>","pdf_url":"https://strathprints.strath.ac.uk/42960/7/Smith_etal_EUROMA_2008_understanding_how_organisational_characteristics_of_UK_contact_centres_impact_their_scope_for_innovation.pdf","source":{"id":"https://openalex.org/S4306402226","display_name":"Strathprints: The University of Strathclyde institutional repository (University of Strathclyde)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I181647926","host_organization_name":"University of Strathclyde","host_organization_lineage":["https://openalex.org/I181647926"],"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":"Conference or Workshop Item"},"volume":null,"type":"conference-paper","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://strathprints.strath.ac.uk/42960/7/Smith_etal_EUROMA_2008_understanding_how_organisational_characteristics_of_UK_contact_centres_impact_their_scope_for_innovation.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5056964329","display_name":"Marisa Smith","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Smith, Marisa K.","raw_affiliation_strings":["Strategy And Organisation"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Strategy And Organisation","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5002456255","display_name":"Peter D. Ball","orcid":"https://orcid.org/0000-0002-1256-9339","observed_orcids":["https://orcid.org/0000-0002-1256-9339"]},"institutions":[{"id":"https://openalex.org/I181647926","display_name":"University of Strathclyde","ror":"https://ror.org/00n3w3b69","country_code":"GB","type":"education","lineage":["https://openalex.org/I181647926"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Ball, Peter D.","raw_affiliation_strings":["University of Strathclyde"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Strathclyde","institution_ids":["https://openalex.org/I181647926"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5074183343","display_name":"Robert Van Der Meer","orcid":"https://orcid.org/0000-0002-9442-1628","observed_orcids":["https://orcid.org/0000-0002-9442-1628"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"van der Meer, Robert","raw_affiliation_strings":["Management Science"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Management Science","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.3984,"has_fulltext":true,"cited_by_count":1,"citation_normalized_percentile":{"value":0.5503724,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"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/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.9785000085830688,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.9785000085830688,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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":0.00570000009611249,"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/T10003","display_name":"Innovation and Knowledge Management","score":0.00419999985024333,"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/call-centers","display_name":"call centers","score":0.9779999852180481},{"id":"https://openalex.org/keywords/innovation","display_name":"innovation","score":0.6729999780654907},{"id":"https://openalex.org/keywords/organizational-characteristics","display_name":"organizational characteristics","score":0.8939999938011169},{"id":"https://openalex.org/keywords/process-innovation","display_name":"process innovation","score":0.7390000224113464},{"id":"https://openalex.org/keywords/cheap-labor","display_name":"cheap labor","score":0.38499999046325684},{"id":"https://openalex.org/keywords/competitive-advantage","display_name":"competitive advantage","score":0.38199999928474426},{"id":"https://openalex.org/keywords/information-and-communication-technologies","display_name":"information and communication technologies","score":0.7160000205039978}],"concepts":[{"id":"https://openalex.org/C2778012447","wikidata":"https://www.wikidata.org/wiki/Q1034415","display_name":"Scope (computer science)","level":2,"score":0.6617730259895325},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5746530294418335},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.4619795083999634},{"id":"https://openalex.org/C67363961","wikidata":"https://www.wikidata.org/wiki/Q5268834","display_name":"Information and Communications Technology","level":2,"score":0.4374416470527649},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4029075503349304},{"id":"https://openalex.org/C40700","wikidata":"https://www.wikidata.org/wiki/Q1411783","display_name":"Industrial organization","level":1,"score":0.35758814215660095},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3371087312698364},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.1776164174079895},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.10580706596374512},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","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}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:strathprints.strath.ac.uk:42960","doi":null,"is_oa":true,"landing_page_url":"https://strathprints.strath.ac.uk/view/author/443778.html>","pdf_url":"https://strathprints.strath.ac.uk/42960/7/Smith_etal_EUROMA_2008_understanding_how_organisational_characteristics_of_UK_contact_centres_impact_their_scope_for_innovation.pdf","source":{"id":"https://openalex.org/S4306402226","display_name":"Strathprints: The University of Strathclyde institutional repository (University of Strathclyde)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I181647926","host_organization_name":"University of Strathclyde","host_organization_lineage":["https://openalex.org/I181647926"],"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":"Conference or Workshop Item"},{"id":"pmh:oai:dspace.lib.cranfield.ac.uk:1826/8648","doi":null,"is_oa":false,"landing_page_url":"https://dspace.lib.cranfield.ac.uk/bitstreams/cb01355f-e19d-4db8-9bdc-78cab839e330/download","pdf_url":null,"source":{"id":"https://openalex.org/S4306401778","display_name":"CERES (Cranfield University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I82284825","host_organization_name":"Cranfield University","host_organization_lineage":["https://openalex.org/I82284825"],"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":"Conference paper"}],"best_oa_location":{"id":"pmh:oai:strathprints.strath.ac.uk:42960","doi":null,"is_oa":true,"landing_page_url":"https://strathprints.strath.ac.uk/view/author/443778.html>","pdf_url":"https://strathprints.strath.ac.uk/42960/7/Smith_etal_EUROMA_2008_understanding_how_organisational_characteristics_of_UK_contact_centres_impact_their_scope_for_innovation.pdf","source":{"id":"https://openalex.org/S4306402226","display_name":"Strathprints: The University of Strathclyde institutional repository (University of Strathclyde)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I181647926","host_organization_name":"University of Strathclyde","host_organization_lineage":["https://openalex.org/I181647926"],"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":"Conference or Workshop Item"},"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","score":1.0,"id":"https://metadata.un.org/sdg/9"}],"study_designs":[{"display_name":"Systematic Review","id":"https://openalex.org/study-designs/systematic-review"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W199645783.pdf","grobid_xml":"https://content.openalex.org/works/W199645783.grobid-xml"},"referenced_works_count":22,"referenced_works":["https://openalex.org/W1487931991","https://openalex.org/W1498750023","https://openalex.org/W1527311855","https://openalex.org/W1541048963","https://openalex.org/W1547253197","https://openalex.org/W1575479696","https://openalex.org/W1599366360","https://openalex.org/W1775771007","https://openalex.org/W1898565108","https://openalex.org/W1974528882","https://openalex.org/W2003188541","https://openalex.org/W2025106330","https://openalex.org/W2050698050","https://openalex.org/W2072696906","https://openalex.org/W2084085196","https://openalex.org/W2106669026","https://openalex.org/W2128698837","https://openalex.org/W2146748395","https://openalex.org/W2149604183","https://openalex.org/W2159658175","https://openalex.org/W2166468448","https://openalex.org/W2771352938"],"related_works":["https://openalex.org/W1713625669","https://openalex.org/W89728550","https://openalex.org/W2045170543","https://openalex.org/W2609968808","https://openalex.org/W1986427830","https://openalex.org/W2153085858","https://openalex.org/W6892473069","https://openalex.org/W2048351878","https://openalex.org/W2323472444","https://openalex.org/W276668277"],"abstract_inverted_index":{"Advances":[0],"in":[1,26,76,142,155],"information":[2],"and":[3,125,150],"communications":[4],"technology":[5],"(ICT)":[6],"has":[7],"allowed":[8],"the":[9,18,27,42,47,58,84,97,100,133,164],"location":[10,37],"of":[11,51,83,99,120,132,158,161],"contact":[12,39,60,107,138],"centres":[13,61,108,139],"to":[14,30,63,90,103],"be":[15],"disjointed":[16],"from":[17],"country":[19],"they":[20,152],"are":[21,73,135,153],"providing":[22],"service":[23],"to,":[24],"resulting":[25],"UK":[28,43,59,106,137],"having":[29],"compete":[31,65,80,91],"with":[32,163],"other":[33,67],"countries":[34],"as":[35],"a":[36,117,121,156],"for":[38,87],"centres,":[40],"but":[41,81],"industry":[44],"cannot":[45],"match":[46],"low":[48],"labour":[49],"cost":[50],"many":[52,74],"offshore":[53],"locations.":[54],"This":[55],"means":[56],"that":[57,136,151],"have":[62],"now":[64],"on":[66],"factors":[68],"rather":[69],"than":[70],"cost.":[71],"There":[72],"ways":[75,86],"which":[77],"organisations":[78],"can":[79],"one":[82],"key":[85],"developed":[88],"economies":[89],"is":[92,102,113],"through":[93,116],"increased":[94],"innovation.":[95,110,170],"Therefore":[96],"aim":[98,165],"research":[101,112,134],"examine":[104],"how":[105],"approach":[109,140],"The":[111,129],"carried":[114],"out":[115],"structured":[118,147],"methodology":[119],"systematic":[122],"literature":[123],"review":[124],"comparative":[126],"case":[127],"studies.":[128],"main":[130,144],"findings":[131],"innovation":[141,166],"two":[143],"ways,":[145],"either":[146],"or":[148],"ad-hoc":[149],"involved":[154],"range":[157],"different":[159],"types":[160],"innovation,":[162],"type":[167],"being":[168],"process":[169]},"counts_by_year":[],"updated_date":"2026-09-26T08:19:03.415552","created_date":"2016-06-24T00:00:00"}