{"id":"https://openalex.org/W10378815","doi":"https://doi.org/10.1007/978-0-387-72804-9_19","title":"Implementation of a Customer Services Information Systems Strategy in a Higher Education Context","display_name":"Implementation of a Customer Services Information Systems Strategy in a Higher Education Context","publication_year":2007,"publication_date":"2007-08-07","ids":{"openalex":"https://openalex.org/W10378815","doi":"https://doi.org/10.1007/978-0-387-72804-9_19","mag":"10378815"},"language":"en","primary_location":{"id":"doi:10.1007/978-0-387-72804-9_19","is_oa":true,"landing_page_url":"https://doi.org/10.1007/978-0-387-72804-9_19","pdf_url":"https://link.springer.com/content/pdf/10.1007%2F978-0-387-72804-9_19.pdf","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IFIP International Federation for Information Processing","raw_type":"book-chapter"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://link.springer.com/content/pdf/10.1007%2F978-0-387-72804-9_19.pdf","any_repository_has_fulltext":null},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5065862053","display_name":"Tayfour Abdalla Mohammed","orcid":null},"institutions":[{"id":"https://openalex.org/I54459138","display_name":"University of Salford","ror":"https://ror.org/01tmqtf75","country_code":"GB","type":"education","lineage":["https://openalex.org/I54459138"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Tayfour A. Mohammed","raw_affiliation_strings":["University of Salford, Salford, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Salford, Salford, UK","institution_ids":["https://openalex.org/I54459138"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5070958937","display_name":"Helen Richardson","orcid":"https://orcid.org/0000-0001-7036-5476"},"institutions":[{"id":"https://openalex.org/I54459138","display_name":"University of Salford","ror":"https://ror.org/01tmqtf75","country_code":"GB","type":"education","lineage":["https://openalex.org/I54459138"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Helen J. Richardson","raw_affiliation_strings":["University of Salford, Salford, UK"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Salford, Salford, UK","institution_ids":["https://openalex.org/I54459138"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I54459138"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.00174807,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"283","last_page":"295"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11024","display_name":"Information Systems Theories and Implementation","score":0.9987000226974487,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11024","display_name":"Information Systems Theories and Implementation","score":0.9987000226974487,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.9940999746322632,"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/T11891","display_name":"Big Data and Business Intelligence","score":0.9690999984741211,"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/knowledge-management","display_name":"Knowledge management","score":0.6397722959518433},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.6061000823974609},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.5908783078193665},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.5588976740837097},{"id":"https://openalex.org/keywords/agency","display_name":"Agency (philosophy)","score":0.5168864727020264},{"id":"https://openalex.org/keywords/conceptual-framework","display_name":"Conceptual framework","score":0.4723174273967743},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.41764557361602783},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.40785038471221924},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.37568366527557373},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.17183107137680054},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.1696350872516632}],"concepts":[{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.6397722959518433},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.6061000823974609},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5908783078193665},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5588976740837097},{"id":"https://openalex.org/C108170787","wikidata":"https://www.wikidata.org/wiki/Q3951828","display_name":"Agency (philosophy)","level":2,"score":0.5168864727020264},{"id":"https://openalex.org/C14224292","wikidata":"https://www.wikidata.org/wiki/Q13600188","display_name":"Conceptual framework","level":2,"score":0.4723174273967743},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.41764557361602783},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.40785038471221924},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.37568366527557373},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.17183107137680054},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.1696350872516632},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","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/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-0-387-72804-9_19","is_oa":true,"landing_page_url":"https://doi.org/10.1007/978-0-387-72804-9_19","pdf_url":"https://link.springer.com/content/pdf/10.1007%2F978-0-387-72804-9_19.pdf","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IFIP International Federation for Information Processing","raw_type":"book-chapter"}],"best_oa_location":{"id":"doi:10.1007/978-0-387-72804-9_19","is_oa":true,"landing_page_url":"https://doi.org/10.1007/978-0-387-72804-9_19","pdf_url":"https://link.springer.com/content/pdf/10.1007%2F978-0-387-72804-9_19.pdf","source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IFIP International Federation for Information Processing","raw_type":"book-chapter"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W10378815.pdf","grobid_xml":"https://content.openalex.org/works/W10378815.grobid-xml"},"referenced_works_count":48,"referenced_works":["https://openalex.org/W89857883","https://openalex.org/W322107140","https://openalex.org/W1498344676","https://openalex.org/W1512231585","https://openalex.org/W1542062290","https://openalex.org/W1558171572","https://openalex.org/W1567237389","https://openalex.org/W1683645379","https://openalex.org/W1971039394","https://openalex.org/W1972094782","https://openalex.org/W1982096413","https://openalex.org/W1993709016","https://openalex.org/W1998138488","https://openalex.org/W2007484844","https://openalex.org/W2011321673","https://openalex.org/W2030779285","https://openalex.org/W2042349004","https://openalex.org/W2057514807","https://openalex.org/W2060474867","https://openalex.org/W2063554015","https://openalex.org/W2065956220","https://openalex.org/W2069502995","https://openalex.org/W2076064460","https://openalex.org/W2077574961","https://openalex.org/W2078860536","https://openalex.org/W2103869078","https://openalex.org/W2115497642","https://openalex.org/W2118717649","https://openalex.org/W2126826472","https://openalex.org/W2127517448","https://openalex.org/W2135523605","https://openalex.org/W2137089840","https://openalex.org/W2137240809","https://openalex.org/W2137412056","https://openalex.org/W2137650964","https://openalex.org/W2147535623","https://openalex.org/W2149932016","https://openalex.org/W2150529143","https://openalex.org/W2155595349","https://openalex.org/W2270405047","https://openalex.org/W2334930053","https://openalex.org/W2463163968","https://openalex.org/W2499983097","https://openalex.org/W2552999984","https://openalex.org/W3123044995","https://openalex.org/W4244435195","https://openalex.org/W4245868075","https://openalex.org/W4285688800"],"related_works":["https://openalex.org/W3167258865","https://openalex.org/W4210357677","https://openalex.org/W2094117429","https://openalex.org/W1564472341","https://openalex.org/W2213259971","https://openalex.org/W2323552265","https://openalex.org/W4389797989","https://openalex.org/W2516596904","https://openalex.org/W414951860","https://openalex.org/W2166938669"],"abstract_inverted_index":{"Higher":[0],"education":[1],"institutions":[2],"(HEIs)":[3],"in":[4],"the":[5,15,23,42,63,80,90,109,135,141],"United":[6],"Kingdom":[7],"are":[8],"undergoing":[9],"strategic":[10,35,143],"changes,":[11],"not":[12],"least":[13],"being":[14],"introduction":[16],"of":[17,25,46,65,137],"a":[18,84],"new":[19],"fees":[20],"scheme":[21],"and":[22,27,44,48,57,93,103,123],"identification":[24],"information":[26,50],"communication":[28],"technologies":[29],"(ICTs)":[30],"as":[31,70,83],"central":[32],"to":[33,53,107,145],"their":[34],"vision.":[36],"However,":[37],"little":[38],"is":[39,120],"known":[40],"about":[41],"contexts":[43],"processes":[45],"formulating":[47],"implementing":[49],"systems":[51],"strategy":[52,68,91,111,118],"support":[54],"university":[55],"\u201ccustomer\u201d":[56],"\u201cuser\u201d":[58],"communities.":[59],"This":[60],"paper":[61],"investigates":[62],"process":[64,82,136],"customer":[66],"service":[67],"implementation":[69,81,112,119,138],"at":[71],"GM":[72],"University":[73],"using":[74],"an":[75,121,132],"integrated":[76],"perspective":[77],"that":[78,116,139],"conceptualizes":[79],"network":[85,105],"formation,":[86],"interconnected":[87],"with":[88,131],"both":[89,100],"context":[92],"content.":[94],"Our":[95,126],"theoretical":[96],"framework":[97,128],"draws":[98],"on":[99],"\u201ccontextualism":[101],"\u201d":[102],"actor":[104],"theory":[106],"understand":[108],"IS":[110,117],"process.":[113,125,148],"We":[114],"demonstrate":[115],"emergent":[122],"dynamic":[124],"conceptual":[127],"provides":[129],"us":[130],"insight":[133],"into":[134],"transcends":[140],"human":[142],"agency":[144],"the\u201ccollective\u201d":[146],"transformation":[147]},"counts_by_year":[],"updated_date":"2026-06-26T08:34:08.712188","created_date":"2025-10-10T00:00:00"}
