{"id":"https://openalex.org/W1499524752","doi":"https://doi.org/10.1007/978-3-540-24683-1_5","title":"Knowledge Management in Delivering Customer Oriented Services in Public Sector","display_name":"Knowledge Management in Delivering Customer Oriented Services in Public Sector","publication_year":2004,"publication_date":"2004-01-01","ids":{"openalex":"https://openalex.org/W1499524752","doi":"https://doi.org/10.1007/978-3-540-24683-1_5","mag":"1499524752"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-540-24683-1_5","is_oa":true,"landing_page_url":"https://doi.org/10.1007/978-3-540-24683-1_5","pdf_url":"https://link.springer.com/content/pdf/10.1007%2F978-3-540-24683-1_5.pdf","source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"book-chapter"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://link.springer.com/content/pdf/10.1007%2F978-3-540-24683-1_5.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5081724201","display_name":"Sanda Zaharova","orcid":null},"institutions":[{"id":"https://openalex.org/I201787326","display_name":"Riga Technical University","ror":"https://ror.org/00twb6c09","country_code":"LV","type":"education","lineage":["https://openalex.org/I201787326"]}],"countries":["LV"],"is_corresponding":true,"raw_author_name":"Sanda Zaharova","raw_affiliation_strings":["Riga Technical University, \u00a0","Riga Technical University#TAB#"],"affiliations":[{"raw_affiliation_string":"Riga Technical University, \u00a0","institution_ids":["https://openalex.org/I201787326"]},{"raw_affiliation_string":"Riga Technical University#TAB#","institution_ids":["https://openalex.org/I201787326"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5019823700","display_name":"Kristine Zelmene","orcid":null},"institutions":[{"id":"https://openalex.org/I201787326","display_name":"Riga Technical University","ror":"https://ror.org/00twb6c09","country_code":"LV","type":"education","lineage":["https://openalex.org/I201787326"]}],"countries":["LV"],"is_corresponding":false,"raw_author_name":"Kristine Zelmene","raw_affiliation_strings":["Riga Technical University, \u00a0","Riga Technical University#TAB#"],"affiliations":[{"raw_affiliation_string":"Riga Technical University, \u00a0","institution_ids":["https://openalex.org/I201787326"]},{"raw_affiliation_string":"Riga Technical University#TAB#","institution_ids":["https://openalex.org/I201787326"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5081724201"],"corresponding_institution_ids":["https://openalex.org/I201787326"],"apc_list":{"value":5000,"currency":"EUR","value_usd":5392},"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":5,"citation_normalized_percentile":{"value":0.17631042,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":null,"issue":null,"first_page":"37","last_page":"46"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.9897000193595886,"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/T11572","display_name":"Information Technology Governance and Strategy","score":0.9897000193595886,"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":0.9854000210762024,"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/T10703","display_name":"Business Process Modeling and Analysis","score":0.9735000133514404,"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/public-sector","display_name":"Public sector","score":0.6575326323509216},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.5177968740463257},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.5030896067619324},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4972369968891144},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.47075536847114563},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.4452718198299408},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.41644829511642456},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.4055434465408325},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.3816184997558594},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.36971545219421387},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.23449939489364624}],"concepts":[{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.6575326323509216},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5177968740463257},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.5030896067619324},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4972369968891144},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.47075536847114563},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4452718198299408},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.41644829511642456},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4055434465408325},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3816184997558594},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.36971545219421387},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.23449939489364624},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-540-24683-1_5","is_oa":true,"landing_page_url":"https://doi.org/10.1007/978-3-540-24683-1_5","pdf_url":"https://link.springer.com/content/pdf/10.1007%2F978-3-540-24683-1_5.pdf","source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"book-chapter"}],"best_oa_location":{"id":"doi:10.1007/978-3-540-24683-1_5","is_oa":true,"landing_page_url":"https://doi.org/10.1007/978-3-540-24683-1_5","pdf_url":"https://link.springer.com/content/pdf/10.1007%2F978-3-540-24683-1_5.pdf","source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"book-chapter"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1499524752.pdf","grobid_xml":"https://content.openalex.org/works/W1499524752.grobid-xml"},"referenced_works_count":1,"referenced_works":["https://openalex.org/W3017122892"],"related_works":["https://openalex.org/W4283314095","https://openalex.org/W2026194140","https://openalex.org/W2004429387","https://openalex.org/W4384304054","https://openalex.org/W16158700","https://openalex.org/W20420481","https://openalex.org/W1592623656","https://openalex.org/W2159473457","https://openalex.org/W4255842116","https://openalex.org/W3111379141"],"abstract_inverted_index":null,"counts_by_year":[{"year":2014,"cited_by_count":1},{"year":2012,"cited_by_count":2}],"updated_date":"2026-03-20T23:20:44.827607","created_date":"2025-10-10T00:00:00"}