{"id":"https://openalex.org/W2129726178","doi":null,"title":"Does the Outsourcing of customer Service Call Centres within Financial Institutions Influence Customer Satisfaction","display_name":"Does the Outsourcing of customer Service Call Centres within Financial Institutions Influence Customer Satisfaction","publication_year":2010,"publication_date":"2010-01-01","ids":{"openalex":"https://openalex.org/W2129726178","mag":"2129726178"},"language":"en","primary_location":{"id":"pmh:oai:ro.uow.edu.au:sbshdr-1005","doi":null,"is_oa":true,"landing_page_url":"https://ro.uow.edu.au/sbshdr/2010/papers/6","pdf_url":"https://ro.uow.edu.au/sbshdr/2010/papers/6","source":{"id":"https://openalex.org/S4306400510","display_name":"Research Online (University of Wollongong)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I204824540","host_organization_name":"University of Wollongong","host_organization_lineage":["https://openalex.org/I204824540"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Business HDR Student Conference 2010-13","raw_type":"text"},"volume":null,"type":"conference-paper","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://ro.uow.edu.au/sbshdr/2010/papers/6","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5013584730","display_name":"Mercedez Hinchcliff","orcid":"https://orcid.org/0000-0002-3062-4039","observed_orcids":["https://orcid.org/0000-0002-3062-4039"]},"institutions":[{"id":"https://openalex.org/I204824540","display_name":"University of Wollongong","ror":"https://ror.org/00jtmb277","country_code":"AU","type":"education","lineage":["https://openalex.org/I204824540"]}],"countries":["AU"],"is_corresponding":true,"raw_author_name":"Mercedez Hinchcliff","raw_affiliation_strings":["University of Wollongong"],"raw_orcid":"https://orcid.org/0000-0002-3062-4039","affiliations":[{"raw_affiliation_string":"University of Wollongong","institution_ids":["https://openalex.org/I204824540"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5013584730"],"corresponding_institution_ids":["https://openalex.org/I204824540"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9887999892234802,"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":0.9887999892234802,"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/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.010499999858438969,"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/T11722","display_name":"Patient Satisfaction in Healthcare","score":0.0,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/outsourcing","display_name":"outsourcing","score":0.9010000228881836},{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.652999997138977},{"id":"https://openalex.org/keywords/call-centers","display_name":"call centers","score":0.996999979019165},{"id":"https://openalex.org/keywords/financial-institutions","display_name":"financial institutions","score":0.968999981880188},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9990000128746033},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.9760000109672546},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8830000162124634}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.8359414339065552},{"id":"https://openalex.org/C46934059","wikidata":"https://www.wikidata.org/wiki/Q61515","display_name":"Outsourcing","level":2,"score":0.7633168697357178},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7468239068984985},{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.6082150936126709},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.570258617401123},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5656291246414185},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5569891333580017},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5480138063430786},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.5262272357940674},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.4973044693470001},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.4929971396923065},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.44202274084091187},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4132775664329529},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.1741858422756195},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.10118338465690613}],"mesh":[],"locations_count":3,"locations":[{"id":"pmh:oai:ro.uow.edu.au:sbshdr-1005","doi":null,"is_oa":true,"landing_page_url":"https://ro.uow.edu.au/sbshdr/2010/papers/6","pdf_url":"https://ro.uow.edu.au/sbshdr/2010/papers/6","source":{"id":"https://openalex.org/S4306400510","display_name":"Research Online (University of Wollongong)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I204824540","host_organization_name":"University of Wollongong","host_organization_lineage":["https://openalex.org/I204824540"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Business HDR Student Conference 2010-13","raw_type":"text"},{"id":"pmh:oai:figshare.com:article/27825924","doi":null,"is_oa":false,"landing_page_url":"https://figshare.com/articles/conference_contribution/Does_the_Outsourcing_of_customer_Service_Call_Centres_within_Financial_Institutions_Influence_Customer_Satisfaction_/27825924","pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"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 contribution"},{"id":"mag:2129726178","doi":null,"is_oa":false,"landing_page_url":"https://ro.uow.edu.au/cgi/viewcontent.cgi?article=1005&context=sbshdr","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:ro.uow.edu.au:sbshdr-1005","doi":null,"is_oa":true,"landing_page_url":"https://ro.uow.edu.au/sbshdr/2010/papers/6","pdf_url":"https://ro.uow.edu.au/sbshdr/2010/papers/6","source":{"id":"https://openalex.org/S4306400510","display_name":"Research Online (University of Wollongong)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I204824540","host_organization_name":"University of Wollongong","host_organization_lineage":["https://openalex.org/I204824540"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Business HDR Student Conference 2010-13","raw_type":"text"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2129726178.pdf","grobid_xml":"https://content.openalex.org/works/W2129726178.grobid-xml"},"referenced_works_count":28,"referenced_works":["https://openalex.org/W233024483","https://openalex.org/W637213971","https://openalex.org/W647814073","https://openalex.org/W650470351","https://openalex.org/W1482147891","https://openalex.org/W1689771227","https://openalex.org/W1965643150","https://openalex.org/W1972414376","https://openalex.org/W1986531017","https://openalex.org/W1995188464","https://openalex.org/W1997223225","https://openalex.org/W2005146848","https://openalex.org/W2006256464","https://openalex.org/W2007738521","https://openalex.org/W2010732321","https://openalex.org/W2030441301","https://openalex.org/W2042855664","https://openalex.org/W2046630976","https://openalex.org/W2053738891","https://openalex.org/W2059284263","https://openalex.org/W2062182591","https://openalex.org/W2063498360","https://openalex.org/W2078585515","https://openalex.org/W2114273524","https://openalex.org/W2170094403","https://openalex.org/W3004807288","https://openalex.org/W3124085862","https://openalex.org/W4410206977"],"related_works":["https://openalex.org/W7051754712","https://openalex.org/W1931458142","https://openalex.org/W3024672157","https://openalex.org/W3134148584","https://openalex.org/W7126556561","https://openalex.org/W4412810103","https://openalex.org/W2580831676","https://openalex.org/W2128755313","https://openalex.org/W2803199194","https://openalex.org/W7011469562"],"abstract_inverted_index":{"This":[0],"paper":[1,15],"discusses":[2],"the":[3,33],"key":[4,23],"factors":[5],"behind":[6],"customer":[7],"satisfaction":[8,28],"and":[9,30],"compares":[10],"them":[11],"to":[12,17],"SERVQUAL.":[13],"The":[14],"attempts":[16],"identify":[18],"if":[19],"outsourcing":[20],"is":[21],"a":[22,26],"indicator":[24],"in":[25],"consumers\u2019":[27],"level":[29],"details":[31],"how":[32],"researcher":[34],"will":[35],"answer":[36],"this":[37],"question.":[38]},"counts_by_year":[],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}
