{"id":"https://openalex.org/W633200601","doi":null,"title":"Customer service delivery : research and best practices","display_name":"Customer service delivery : research and best practices","publication_year":2006,"publication_date":"2006-01-01","ids":{"openalex":"https://openalex.org/W633200601","mag":"633200601"},"language":"en","primary_location":{"id":"pmh:oai:aleph.bib-bvb.de:BVB01-016244321","doi":null,"is_oa":false,"landing_page_url":"http://www.loc.gov/catdir/toc/ecip0516/2005021210.html","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"text"},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"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/A5042937828","display_name":"Lawrence Fogli","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Lawrence Fogli","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":null,"display_name":"Eduardo Klein","orcid":"https://orcid.org/0000-0003-2935-7065","observed_orcids":["https://orcid.org/0000-0003-2935-7065"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Eduardo Klein","raw_affiliation_strings":[],"raw_orcid":"https://orcid.org/0000-0003-2935-7065","affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":3.6427,"has_fulltext":false,"cited_by_count":38,"citation_normalized_percentile":{"value":0.92890822,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":98},"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":0.9955999851226807,"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":0.9955999851226807,"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/T11114","display_name":"Service and Product Innovation","score":0.0012000000569969416,"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/T11543","display_name":"Employee Performance and Motivation","score":0.0010000000474974513,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.8769999742507935},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8169999718666077},{"id":"https://openalex.org/keywords/service-delivery","display_name":"service delivery","score":0.8539999723434448},{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.6299999952316284},{"id":"https://openalex.org/keywords/personnel-selection","display_name":"personnel selection","score":0.4569999873638153},{"id":"https://openalex.org/keywords/staffing-strategies","display_name":"staffing strategies","score":0.8009999990463257},{"id":"https://openalex.org/keywords/change-management","display_name":"change management","score":0.7409999966621399},{"id":"https://openalex.org/keywords/service-encounters","display_name":"service encounters","score":0.8790000081062317},{"id":"https://openalex.org/keywords/performance-management","display_name":"performance management","score":0.9309999942779541},{"id":"https://openalex.org/keywords/customer-expectations","display_name":"customer expectations","score":0.6700000166893005},{"id":"https://openalex.org/keywords/organizational-performance","display_name":"organizational performance","score":0.5989999771118164},{"id":"https://openalex.org/keywords/customer-service-organization","display_name":"customer service organization","score":0.3240000009536743}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6766484975814819},{"id":"https://openalex.org/C2777512617","wikidata":"https://www.wikidata.org/wiki/Q1783605","display_name":"Staffing","level":2,"score":0.646798849105835},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5936352610588074},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.5699489712715149},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.5175999402999878},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.44189971685409546},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.4374414086341858},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.4302927851676941},{"id":"https://openalex.org/C2777382242","wikidata":"https://www.wikidata.org/wiki/Q6017816","display_name":"Index (typography)","level":2,"score":0.42396941781044006},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.4237581789493561},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.42076927423477173},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.40100428462028503},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.35894930362701416},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.32773178815841675},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.28457117080688477},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.2109757959842682},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.0780472457408905},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.07694479823112488}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:aleph.bib-bvb.de:BVB01-016244321","doi":null,"is_oa":false,"landing_page_url":"http://www.loc.gov/catdir/toc/ecip0516/2005021210.html","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"text"},{"id":"mag:633200601","doi":null,"is_oa":false,"landing_page_url":"http://ci.nii.ac.jp/ncid/BA76770687","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":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W7215973061","https://openalex.org/W2413492135","https://openalex.org/W1600984310","https://openalex.org/W6991431249","https://openalex.org/W2011587120","https://openalex.org/W4221067025","https://openalex.org/W619521372","https://openalex.org/W3017038577","https://openalex.org/W1567100902","https://openalex.org/W654591616"],"abstract_inverted_index":{"Foreword":[0],"(Eduardo":[1],"Salas).":[2,114],"Preface":[3],"(Lawrence":[4,146],"Fogli).":[5,147],"Acknowledgments.":[6],"The":[7],"Authors.":[8],"Part":[9,59,92],"One:":[10],"What":[11,132],"Is":[12],"Customer":[13,16,28,37,63,66,109],"Service?":[14],"1.":[15],"Service":[17,29,67,84,98,101,110,124,144],"from":[18],"the":[19],"Customer's":[20],"Perspective":[21],"(Stephanie":[22],"D.":[23],"Kendall).":[24],"2.":[25],"Organizing":[26],"for":[27,83,97,107,123],"(Robert":[30],"J.":[31],"Vance).":[32],"3.":[33],"Using":[34],"Employee":[35],"and":[36,55,62,80,105,140],"Perspectives":[38],"to":[39,135,137,142],"Improve":[40,143],"Organizational":[41,94],"Performance":[42,121],"(Scott":[43],"M.":[44],"Brooks,":[45],"Jack":[46],"W.":[47],"Wiley,":[48],"Emily":[49],"L.":[50,87],"Hause).":[51],"4.":[52],"Brands,":[53],"Expectations,":[54],"Experience":[56],"(Clifton":[57],"Lemon).":[58],"Two:":[60],"Employees":[61],"Service.":[64],"5.":[65],"Quality:":[68],"Selecting":[69],"Valued":[70],"Performers":[71],"(Jerard":[72],"F.":[73],"Kehoe,":[74],"David":[75],"N.":[76],"Dickter).":[77],"6.":[78],"Staffing":[79],"Selection":[81],"Strategies":[82,104,139],"Quality":[85,125],"(Deborah":[86],"Whetzel,":[88],"Michael":[89],"A.":[90],"McDaniel).":[91],"Three:":[93],"Change":[95],"Management":[96,122],"Quality.":[99],"7.":[100],"Encounter":[102],"Dynamics:":[103],"Tips":[106],"Better":[108],"(Diane":[111],"Catanzaro,":[112],"Eduardo":[113],"8.":[115],"This":[116],"Call":[117],"May":[118],"Be":[119],"Monitored:":[120],"(Seymour":[126],"Adler,":[127],"Miriam":[128],"T.":[129],"Nelson).":[130],"9.":[131],"We":[133],"Need":[134],"Know":[136],"Develop":[138],"Tactics":[141],"Delivery":[145],"Name":[148],"Index.":[149,151],"Subject":[150]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2021,"cited_by_count":3},{"year":2019,"cited_by_count":3},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":4},{"year":2012,"cited_by_count":5}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}