{"id":"https://openalex.org/W2200724035","doi":null,"title":"Service delivery systems: the transformational context","display_name":"Service delivery systems: the transformational context","publication_year":2007,"publication_date":"2007-01-01","ids":{"openalex":"https://openalex.org/W2200724035","mag":"2200724035"},"language":"en","primary_location":{"id":"pmh:oai:ore.exeter.ac.uk:10036/48235","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10036/48235","pdf_url":"http://hdl.handle.net/10036/48235","source":{"id":"https://openalex.org/S4306401998","display_name":"Open Research Exeter (University of Exeter)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I23923803","host_organization_name":"University of Exeter","host_organization_lineage":["https://openalex.org/I23923803"],"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":"Working Paper"},"volume":null,"type":"report","indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://hdl.handle.net/10036/48235","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5075596225","display_name":"Fr\u00e9d\u00e9ric Ponsignon","orcid":"https://orcid.org/0000-0003-0194-5236","observed_orcids":["https://orcid.org/0000-0003-0194-5236"]},"institutions":[{"id":"https://openalex.org/I23923803","display_name":"University of Exeter","ror":"https://ror.org/03yghzc09","country_code":"GB","type":"education","lineage":["https://openalex.org/I23923803"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Fr\u00e9d\u00e9ric Ponsignon","raw_affiliation_strings":["The University of Exeter"],"raw_orcid":"https://orcid.org/0000-0003-0194-5236","affiliations":[{"raw_affiliation_string":"The University of Exeter","institution_ids":["https://openalex.org/I23923803"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5057182276","display_name":"Andi Smart","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Andi Smart","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5012084385","display_name":"Roger Maull","orcid":"https://orcid.org/0000-0001-8094-018X","observed_orcids":["https://orcid.org/0000-0001-8094-018X"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Roger Maull","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":true,"cited_by_count":9,"citation_normalized_percentile":null,"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/T11114","display_name":"Service and Product Innovation","score":0.861299991607666,"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":0.861299991607666,"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":0.08919999748468399,"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/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.011599999852478504,"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/service-delivery-systems","display_name":"service delivery systems","score":0.9940000176429749},{"id":"https://openalex.org/keywords/transformation","display_name":"transformation","score":0.5550000071525574},{"id":"https://openalex.org/keywords/organizational-change","display_name":"organizational change","score":0.6970000267028809},{"id":"https://openalex.org/keywords/service-management","display_name":"service management","score":0.49000000953674316}],"concepts":[{"id":"https://openalex.org/C38775462","wikidata":"https://www.wikidata.org/wiki/Q1569376","display_name":"Transformational leadership","level":2,"score":0.7065945267677307},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.571487307548523},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5416266918182373},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.538478434085846},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5285769104957581},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5108751654624939},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.47245553135871887},{"id":"https://openalex.org/C158154518","wikidata":"https://www.wikidata.org/wiki/Q7310970","display_name":"Relevance (law)","level":2,"score":0.471788614988327},{"id":"https://openalex.org/C49848784","wikidata":"https://www.wikidata.org/wiki/Q131714","display_name":"Archetype","level":2,"score":0.42533785104751587},{"id":"https://openalex.org/C15587899","wikidata":"https://www.wikidata.org/wiki/Q7455812","display_name":"Service system","level":3,"score":0.4132236838340759},{"id":"https://openalex.org/C539667460","wikidata":"https://www.wikidata.org/wiki/Q2414942","display_name":"Management science","level":1,"score":0.368558406829834},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3215802311897278},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.2541136145591736},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.16230741143226624},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.11174285411834717},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.10039412975311279},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C142362112","wikidata":"https://www.wikidata.org/wiki/Q735","display_name":"Art","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},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C124952713","wikidata":"https://www.wikidata.org/wiki/Q8242","display_name":"Literature","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"pmh:oai:ore.exeter.ac.uk:10036/48235","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10036/48235","pdf_url":"http://hdl.handle.net/10036/48235","source":{"id":"https://openalex.org/S4306401998","display_name":"Open Research Exeter (University of Exeter)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I23923803","host_organization_name":"University of Exeter","host_organization_lineage":["https://openalex.org/I23923803"],"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":"Working Paper"},{"id":"pmh:oai:figshare.com:article/29685512","doi":null,"is_oa":false,"landing_page_url":"https://figshare.com/articles/preprint/Service_delivery_systems_the_transformational_context/29685512","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":"Text"},{"id":"mag:2200724035","doi":null,"is_oa":false,"landing_page_url":"http://business-school.exeter.ac.uk/documents/papers/management/2007/0717.pdf","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:ore.exeter.ac.uk:10036/48235","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10036/48235","pdf_url":"http://hdl.handle.net/10036/48235","source":{"id":"https://openalex.org/S4306401998","display_name":"Open Research Exeter (University of Exeter)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I23923803","host_organization_name":"University of Exeter","host_organization_lineage":["https://openalex.org/I23923803"],"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":"Working Paper"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2200724035.pdf","grobid_xml":"https://content.openalex.org/works/W2200724035.grobid-xml"},"referenced_works_count":108,"referenced_works":["https://openalex.org/W17805075","https://openalex.org/W578584382","https://openalex.org/W632549512","https://openalex.org/W645399340","https://openalex.org/W1481355255","https://openalex.org/W1492856410","https://openalex.org/W1493558674","https://openalex.org/W1512965346","https://openalex.org/W1524994608","https://openalex.org/W1531665354","https://openalex.org/W1543681867","https://openalex.org/W1545975548","https://openalex.org/W1555541812","https://openalex.org/W1565698329","https://openalex.org/W1566574641","https://openalex.org/W1567853885","https://openalex.org/W1574655732","https://openalex.org/W1596102832","https://openalex.org/W1683742771","https://openalex.org/W1689771227","https://openalex.org/W1775403444","https://openalex.org/W1928067646","https://openalex.org/W1965868677","https://openalex.org/W1967712187","https://openalex.org/W1977083732","https://openalex.org/W1977093072","https://openalex.org/W1984338173","https://openalex.org/W1986342936","https://openalex.org/W1988114474","https://openalex.org/W1992591191","https://openalex.org/W1993507253","https://openalex.org/W1997470043","https://openalex.org/W1999143869","https://openalex.org/W1999174544","https://openalex.org/W2000849747","https://openalex.org/W2001178891","https://openalex.org/W2002027130","https://openalex.org/W2008395947","https://openalex.org/W2008724958","https://openalex.org/W2019224865","https://openalex.org/W2019271515","https://openalex.org/W2019598580","https://openalex.org/W2021240739","https://openalex.org/W2022360191","https://openalex.org/W2024253339","https://openalex.org/W2025322996","https://openalex.org/W2025967134","https://openalex.org/W2026368098","https://openalex.org/W2026705355","https://openalex.org/W2026948646","https://openalex.org/W2027532824","https://openalex.org/W2027698871","https://openalex.org/W2028839466","https://openalex.org/W2029013777","https://openalex.org/W2033038036","https://openalex.org/W2033905432","https://openalex.org/W2035546400","https://openalex.org/W2036376382","https://openalex.org/W2038773449","https://openalex.org/W2041938860","https://openalex.org/W2041956529","https://openalex.org/W2042113379","https://openalex.org/W2042855664","https://openalex.org/W2044729466","https://openalex.org/W2047074085","https://openalex.org/W2049164075","https://openalex.org/W2049533488","https://openalex.org/W2049758189","https://openalex.org/W2050957089","https://openalex.org/W2053744297","https://openalex.org/W2058882029","https://openalex.org/W2060603949","https://openalex.org/W2060841925","https://openalex.org/W2062182591","https://openalex.org/W2063462484","https://openalex.org/W2067479592","https://openalex.org/W2074847743","https://openalex.org/W2077595013","https://openalex.org/W2077617176","https://openalex.org/W2078558473","https://openalex.org/W2079999762","https://openalex.org/W2080350957","https://openalex.org/W2082142532","https://openalex.org/W2083088145","https://openalex.org/W2092654392","https://openalex.org/W2095743576","https://openalex.org/W2096010043","https://openalex.org/W2096217277","https://openalex.org/W2096741258","https://openalex.org/W2099069868","https://openalex.org/W2101049645","https://openalex.org/W2102586032","https://openalex.org/W2104636907","https://openalex.org/W2116201926","https://openalex.org/W2119537279","https://openalex.org/W2135526934","https://openalex.org/W2135910982","https://openalex.org/W2140256961","https://openalex.org/W2140497364","https://openalex.org/W2150563888","https://openalex.org/W2157351048","https://openalex.org/W2170299067","https://openalex.org/W2199675012","https://openalex.org/W2329397635","https://openalex.org/W2416419467","https://openalex.org/W2568386191","https://openalex.org/W2993245062","https://openalex.org/W3142912102"],"related_works":["https://openalex.org/W3197049969","https://openalex.org/W2081774312","https://openalex.org/W7071582056","https://openalex.org/W6959693595","https://openalex.org/W2602918566","https://openalex.org/W7021101830","https://openalex.org/W2082598676","https://openalex.org/W634147152","https://openalex.org/W2623243656","https://openalex.org/W1168622295"],"abstract_inverted_index":{"Draft":[0],"of":[1,8],"article":[2],"accepted":[3],"for":[4],"publication":[5],"in":[6],"Journal":[7],"Service":[9],"Research":[10]},"counts_by_year":[{"year":2022,"cited_by_count":2},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":2}],"updated_date":"2026-11-03T10:50:19.383937","created_date":"2016-06-24T00:00:00"}
