{"id":"https://openalex.org/W2148102268","doi":"https://doi.org/10.1049/ic:20000202","title":"Customer service excellence through people motivation and Kaizen","display_name":"Customer service excellence through people motivation and Kaizen","publication_year":2000,"publication_date":"2000-01-01","ids":{"openalex":"https://openalex.org/W2148102268","doi":"https://doi.org/10.1049/ic:20000202","mag":"2148102268"},"language":"en","primary_location":{"id":"doi:10.1049/ic:20000202","doi":"https://doi.org/10.1049/ic:20000202","is_oa":false,"landing_page_url":"https://doi.org/10.1049/ic:20000202","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IEE Seminar Kaizen: From Understanding to Action","raw_type":"proceedings-article"},"volume":null,"type":"conference-paper","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/A5021213389","display_name":"M. Lee","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"M. Lee","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5021213389"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":7,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":87,"max":93},"biblio":{"volume":"2000","issue":null,"first_page":"5","last_page":"5"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.49729999899864197,"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/T10164","display_name":"Quality and Supply Management","score":0.49729999899864197,"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/T12905","display_name":"Management Systems and Quality Improvement","score":0.40720000863075256,"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"}},{"id":"https://openalex.org/T12815","display_name":"Management and Organizational Practices","score":0.018799999728798866,"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-excellence","display_name":"customer service excellence","score":0.9729999899864197},{"id":"https://openalex.org/keywords/employee-motivation","display_name":"employee motivation","score":0.9890000224113464},{"id":"https://openalex.org/keywords/kaizen","display_name":"Kaizen","score":0.9750000238418579},{"id":"https://openalex.org/keywords/continuous-improvement","display_name":"continuous improvement","score":0.9959999918937683},{"id":"https://openalex.org/keywords/organizational-values","display_name":"organizational values","score":0.7419999837875366},{"id":"https://openalex.org/keywords/work-environment","display_name":"work environment","score":0.8690000176429749},{"id":"https://openalex.org/keywords/employee-training","display_name":"employee training","score":0.9620000123977661},{"id":"https://openalex.org/keywords/food-manufacturing","display_name":"food manufacturing","score":0.5690000057220459}],"concepts":[{"id":"https://openalex.org/C2776600044","wikidata":"https://www.wikidata.org/wiki/Q376444","display_name":"Kaizen","level":3,"score":0.932728111743927},{"id":"https://openalex.org/C2777352838","wikidata":"https://www.wikidata.org/wiki/Q5419420","display_name":"Excellence","level":2,"score":0.7383823394775391},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.5731906294822693},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5004737377166748},{"id":"https://openalex.org/C2778597612","wikidata":"https://www.wikidata.org/wiki/Q7097786","display_name":"Operational excellence","level":2,"score":0.49924182891845703},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4863453507423401},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.43389785289764404},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4291585683822632},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.42596548795700073},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.4163961410522461},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.39825376868247986},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.3036932945251465},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.21225273609161377},{"id":"https://openalex.org/C137335462","wikidata":"https://www.wikidata.org/wiki/Q380772","display_name":"Lean manufacturing","level":2,"score":0.10956117510795593},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"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":1,"locations":[{"id":"doi:10.1049/ic:20000202","doi":"https://doi.org/10.1049/ic:20000202","is_oa":false,"landing_page_url":"https://doi.org/10.1049/ic:20000202","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IEE Seminar Kaizen: From Understanding to Action","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Decent work and economic growth","score":0.48510000109672546,"id":"https://metadata.un.org/sdg/8"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W4393032443","https://openalex.org/W2422653325","https://openalex.org/W2811280615","https://openalex.org/W2267205577","https://openalex.org/W563499980","https://openalex.org/W4300147953","https://openalex.org/W3131312951","https://openalex.org/W7090310605","https://openalex.org/W1971167403","https://openalex.org/W2948484702"],"abstract_inverted_index":{"Nichols":[0,92],"Foods":[1,93],"have":[2,115],"three":[3],"factories":[4],"in":[5,17,25,141],"Haydock,":[6],"manufacturing":[7],"products":[8],"for":[9,55,120],"vending,":[10],"food":[11],"service,":[12],"and":[13,27,123,140],"retail":[14],"markets.":[15],"Founded":[16],"1981,":[18],"the":[19,40,56,85,98,102,112,117,121,127,144,153,159,162],"company":[20,86,160],"turned":[21],"over":[22,39],"#40":[23],"m":[24,33],"1999":[26],"achieved":[28,65],"a":[29,49,67],"profit":[30],"of":[31,58],"#4.4":[32],"through":[34,66,143],"approximately":[35],"200":[36],"people.":[37],"Growth":[38],"next":[41],"few":[42],"years":[43],"is":[44,83,94,129,156],"an":[45],"exciting":[46],"prospect,":[47],"with":[48],"#90":[50],"million":[51],"target":[52],"laid":[53],"out":[54],"end":[57],"2004.":[59],"Success":[60],"so":[61],"far":[62],"has":[63],"been":[64],"desire":[68],"to":[69,75],"deliver":[70,76],"excellent":[71],"customer":[72,137],"service.":[73],"However,":[74],"this":[77],"service":[78,138],"needs":[79],"highly":[80],"motivated":[81,124],"people-which":[82],"where":[84],"values":[87,103,114],"kick":[88],"in.":[89],"Life":[90],"at":[91,158],"not":[95],"just":[96],"about":[97,101],"result.":[99],"It's":[100],"that":[104],"under":[105],"pin":[106],"it.":[107],"The":[108,149],"paper":[109,150],"describes":[110,151],"how":[111,152],"company's":[113],"improved":[116],"work":[118,131],"environment":[119],"employees":[122],"them.":[125],"Once":[126],"motivation":[128],"right,":[130],"can":[132],"begin":[133],"on":[134,136],"focussing":[135],"excellence,":[139],"particular":[142],"Kaizen":[145,154],"continuous":[146],"improvement":[147],"programme.":[148],"programme":[155],"implemented":[157],"including":[161],"staff":[163],"training.":[164]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":1},{"year":2012,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}
