{"id":"https://openalex.org/W2054625969","doi":"https://doi.org/10.1108/01409171211276936","title":"A method for matching customer integration with operational control of service processes","display_name":"A method for matching customer integration with operational control of service processes","publication_year":2012,"publication_date":"2012-09-18","ids":{"openalex":"https://openalex.org/W2054625969","doi":"https://doi.org/10.1108/01409171211276936","mag":"2054625969"},"language":"en","primary_location":{"id":"doi:10.1108/01409171211276936","doi":"https://doi.org/10.1108/01409171211276936","is_oa":false,"landing_page_url":"https://doi.org/10.1108/01409171211276936","pdf_url":null,"source":{"id":"https://openalex.org/S4210230413","display_name":"Management Research Review","issn_l":"2040-8269","issn":["2040-8269","2040-8277"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","anvur-class-a","anvur-scientific","cwts-core","fnege-4","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":"Management Research Review","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/A5028606848","display_name":"Michael Leyer","orcid":"https://orcid.org/0000-0001-9429-7770","observed_orcids":["https://orcid.org/0000-0001-9429-7770"]},"institutions":[{"id":"https://openalex.org/I71675930","display_name":"Frankfurt School of Finance & Management","ror":"https://ror.org/05gxyna29","country_code":"DE","type":"education","lineage":["https://openalex.org/I71675930"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Michael Leyer","raw_affiliation_strings":["ProcessLab, Frankfurt School of Finance & Management, Frankfurt, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"ProcessLab, Frankfurt School of Finance & Management, Frankfurt, Germany","institution_ids":["https://openalex.org/I71675930"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5036686578","display_name":"J\u00fcrgen Moormann","orcid":"https://orcid.org/0000-0002-8682-2747","observed_orcids":["https://orcid.org/0000-0002-8682-2747"]},"institutions":[{"id":"https://openalex.org/I71675930","display_name":"Frankfurt School of Finance & Management","ror":"https://ror.org/05gxyna29","country_code":"DE","type":"education","lineage":["https://openalex.org/I71675930"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"J\u00fcrgen Moormann","raw_affiliation_strings":["ProcessLab, Frankfurt School of Finance & Management, Frankfurt, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"ProcessLab, Frankfurt School of Finance & Management, Frankfurt, Germany","institution_ids":["https://openalex.org/I71675930"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I71675930"],"apc_list":null,"apc_paid":null,"fwci":8.2089,"has_fulltext":false,"cited_by_count":17,"citation_normalized_percentile":{"value":0.96581504,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"35","issue":"11","first_page":"1046","last_page":"1069"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.7778000235557556,"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/T11114","display_name":"Service and Product Innovation","score":0.7778000235557556,"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":0.0843999981880188,"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/T10703","display_name":"Business Process Modeling and Analysis","score":0.03590000048279762,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-integration","display_name":"customer integration","score":0.9990000128746033},{"id":"https://openalex.org/keywords/operational-control","display_name":"operational control","score":0.9940000176429749},{"id":"https://openalex.org/keywords/service-process","display_name":"service process","score":0.996999979019165},{"id":"https://openalex.org/keywords/service-operations","display_name":"service operations","score":0.8450000286102295},{"id":"https://openalex.org/keywords/loan-processing","display_name":"loan processing","score":0.8309999704360962},{"id":"https://openalex.org/keywords/banking","display_name":"banking sector","score":0.6740000247955322},{"id":"https://openalex.org/keywords/process-management","display_name":"process management","score":0.6399999856948853}],"concepts":[{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.6205158233642578},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5935667157173157},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5040256381034851},{"id":"https://openalex.org/C116834253","wikidata":"https://www.wikidata.org/wiki/Q2039217","display_name":"Identification (biology)","level":2,"score":0.43732312321662903},{"id":"https://openalex.org/C2775924081","wikidata":"https://www.wikidata.org/wiki/Q55608371","display_name":"Control (management)","level":2,"score":0.41331273317337036},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.4125877022743225},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.3279868960380554},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.32583725452423096},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.31386154890060425},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.19582244753837585},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C59822182","wikidata":"https://www.wikidata.org/wiki/Q441","display_name":"Botany","level":1,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/01409171211276936","doi":"https://doi.org/10.1108/01409171211276936","is_oa":false,"landing_page_url":"https://doi.org/10.1108/01409171211276936","pdf_url":null,"source":{"id":"https://openalex.org/S4210230413","display_name":"Management Research Review","issn_l":"2040-8269","issn":["2040-8269","2040-8277"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","anvur-class-a","anvur-scientific","cwts-core","fnege-4","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":"Management Research Review","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"score":0.5099999904632568,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":60,"referenced_works":["https://openalex.org/W17805075","https://openalex.org/W645399340","https://openalex.org/W1496178956","https://openalex.org/W1497007062","https://openalex.org/W1508052556","https://openalex.org/W1509995102","https://openalex.org/W1514029714","https://openalex.org/W1527311855","https://openalex.org/W1543681867","https://openalex.org/W1589399253","https://openalex.org/W1602519790","https://openalex.org/W1968928304","https://openalex.org/W1970727119","https://openalex.org/W1973489790","https://openalex.org/W1990361353","https://openalex.org/W1992208166","https://openalex.org/W1996331420","https://openalex.org/W1999010619","https://openalex.org/W2017662166","https://openalex.org/W2026705355","https://openalex.org/W2027051407","https://openalex.org/W2028325080","https://openalex.org/W2054263073","https://openalex.org/W2056427405","https://openalex.org/W2060841925","https://openalex.org/W2068448011","https://openalex.org/W2070721348","https://openalex.org/W2075338797","https://openalex.org/W2077455446","https://openalex.org/W2077617176","https://openalex.org/W2084263939","https://openalex.org/W2085697835","https://openalex.org/W2087905358","https://openalex.org/W2093885671","https://openalex.org/W2094242396","https://openalex.org/W2094738736","https://openalex.org/W2096010043","https://openalex.org/W2097792829","https://openalex.org/W2098250644","https://openalex.org/W2101350696","https://openalex.org/W2110261331","https://openalex.org/W2116740649","https://openalex.org/W2127513832","https://openalex.org/W2134717259","https://openalex.org/W2134937538","https://openalex.org/W2136451344","https://openalex.org/W2140956556","https://openalex.org/W2143011685","https://openalex.org/W2149741875","https://openalex.org/W2152632823","https://openalex.org/W2166351206","https://openalex.org/W2168051126","https://openalex.org/W2169571673","https://openalex.org/W2191492610","https://openalex.org/W2489310922","https://openalex.org/W2602721917","https://openalex.org/W2786542897","https://openalex.org/W3151685851","https://openalex.org/W4249074006","https://openalex.org/W7070635487"],"related_works":["https://openalex.org/W1484791286","https://openalex.org/W180210467","https://openalex.org/W2028325080","https://openalex.org/W2001497615","https://openalex.org/W429829340","https://openalex.org/W7095597697","https://openalex.org/W7066264044","https://openalex.org/W2028233916","https://openalex.org/W2125238804","https://openalex.org/W2064887195"],"abstract_inverted_index":{"Purpose":[0],"A":[1,74],"major":[2],"problem":[3],"of":[4,14,22,38,50,67,77,88,95,110,113,119,122,127,131,143,182,189,205],"operational":[5,42,104,132,170,193,198,223],"control":[6,43,105,133,199,224],"in":[7,16,44,80,228,235,252],"the":[8,12,17,36,51,60,65,86,89,111,120,123,128,137,144,163,187,202,242,247],"services":[9,69],"industry":[10],"is":[11,25,62,239],"integration":[13,40,99,139,150,191,221],"customers":[15],"delivery":[18],"process.":[19],"The":[20,48,141,174,213],"aim":[21],"this":[23,96],"paper":[24,214],"to":[26,34,84,134,168,185],"develop":[27],"a":[28,55,81,93,158,206,216,232],"method":[29,53,61,175,248],"that":[30,148],"allows":[31],"service":[32,45,159,183,207,229,236],"companies":[33,184],"evaluate":[35,85],"impact":[37,121,153,188],"customer":[39,98,114,138,149,190,220],"on":[41,64,154,192],"processes.":[46,230],"Design/methodology/approach":[47],"development":[49],"proposed":[52],"follows":[54],"design":[56],"science":[57],"approach.":[58],"Thus,":[59,195,231],"conceptualised":[63],"basis":[66],"production,":[68],"and":[70,117,125,200,222],"information":[71],"systems":[72],"research.":[73],"case":[75,145,243],"study":[76,146,244],"loan":[78],"processing":[79],"bank":[82],"serves":[83],"applicability":[87],"method.":[90],"Findings":[91],"As":[92],"result":[94],"study,":[97],"should":[100],"be":[101,166,177,210,226,250],"included":[102],"into":[103],"following":[106],"three":[107],"steps:":[108],"identification":[109,126],"type":[112],"integration;":[115,124],"quantification":[116],"characterisation":[118],"appropriate":[129],"mechanisms":[130],"deal":[135],"with":[136],"better.":[140],"results":[142,164],"show":[147],"has":[151],"an":[152],"certain":[155],"activities":[156],"within":[157,197],"process":[160,180,208],"only":[161],"but":[162],"can":[165,176,209,225,249],"used":[167,178,251],"enhance":[169],"control.":[171,194],"Practical":[172],"implications":[173],"by":[179],"managers":[181],"identify":[186],"decisions":[196],"consequently":[201],"overall":[203],"productivity":[204],"improved.":[211],"Originality/value":[212],"delivers":[215],"new":[217],"insight":[218],"how":[219,246],"linked":[227],"theoretical":[233],"gap":[234],"operations":[237],"literature":[238],"filled.":[240],"Furthermore,":[241],"demonstrates":[245],"practice.":[253]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":2},{"year":2020,"cited_by_count":1},{"year":2018,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":5},{"year":2013,"cited_by_count":1}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}