{"id":"https://openalex.org/W150401943","doi":"https://doi.org/10.1007/978-3-642-21233-8_21","title":"Process Innovation Reaping Customer Satisfaction","display_name":"Process Innovation Reaping Customer Satisfaction","publication_year":2011,"publication_date":"2011-01-01","ids":{"openalex":"https://openalex.org/W150401943","doi":"https://doi.org/10.1007/978-3-642-21233-8_21","mag":"150401943"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-642-21233-8_21","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-21233-8_21","pdf_url":null,"source":{"id":"https://openalex.org/S2764900261","display_name":"Communications in computer and information science","issn_l":"1865-0929","issn":["1865-0929","1865-0937"],"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":"Communications in Computer and Information Science","raw_type":"book-chapter"},"type":"conference-paper","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/A5114203529","display_name":"B. Sridhar","orcid":null},"institutions":[{"id":"https://openalex.org/I4210145666","display_name":"Embedded Systems (United States)","ror":"https://ror.org/04742eh45","country_code":"US","type":"company","lineage":["https://openalex.org/I4210145666"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"B. Sridhar","raw_affiliation_strings":["Embedded Systems SBU, CMC Ltd, India","Embedded Systems SBU, CMC Ltd"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Embedded Systems SBU, CMC Ltd, India","institution_ids":[]},{"raw_affiliation_string":"Embedded Systems SBU, CMC Ltd","institution_ids":["https://openalex.org/I4210145666"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5114051202","display_name":"G. Rajesh","orcid":"https://orcid.org/0000-0002-6927-9578"},"institutions":[{"id":"https://openalex.org/I4210145666","display_name":"Embedded Systems (United States)","ror":"https://ror.org/04742eh45","country_code":"US","type":"company","lineage":["https://openalex.org/I4210145666"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"G. Rajesh","raw_affiliation_strings":["Embedded Systems SBU, CMC Ltd, India","Embedded Systems SBU, CMC Ltd"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Embedded Systems SBU, CMC Ltd, India","institution_ids":[]},{"raw_affiliation_string":"Embedded Systems SBU, CMC Ltd","institution_ids":["https://openalex.org/I4210145666"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I4210145666"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.03505889,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"200","last_page":"203"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10003","display_name":"Innovation and Knowledge Management","score":0.4745999872684479,"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"}},"topics":[{"id":"https://openalex.org/T10003","display_name":"Innovation and Knowledge Management","score":0.4745999872684479,"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/T12885","display_name":"Digital Innovation in Industries","score":0.4318999946117401,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"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-satisfaction","display_name":"Customer satisfaction","score":0.7892178297042847},{"id":"https://openalex.org/keywords/capability-maturity-model-integration","display_name":"Capability Maturity Model Integration","score":0.732410192489624},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.5878123044967651},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.5624712705612183},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5367449522018433},{"id":"https://openalex.org/keywords/certification","display_name":"Certification","score":0.4793054163455963},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.37384435534477234},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.34398406744003296},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.32242971658706665},{"id":"https://openalex.org/keywords/management","display_name":"Management","score":0.10952267050743103},{"id":"https://openalex.org/keywords/software-development-process","display_name":"Software development process","score":0.09738031029701233}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7892178297042847},{"id":"https://openalex.org/C182406803","wikidata":"https://www.wikidata.org/wiki/Q428361","display_name":"Capability Maturity Model Integration","level":5,"score":0.732410192489624},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5878123044967651},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5624712705612183},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5367449522018433},{"id":"https://openalex.org/C46304622","wikidata":"https://www.wikidata.org/wiki/Q374814","display_name":"Certification","level":2,"score":0.4793054163455963},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.37384435534477234},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.34398406744003296},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.32242971658706665},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.10952267050743103},{"id":"https://openalex.org/C180152950","wikidata":"https://www.wikidata.org/wiki/Q2904257","display_name":"Software development process","level":4,"score":0.09738031029701233},{"id":"https://openalex.org/C2777904410","wikidata":"https://www.wikidata.org/wiki/Q7397","display_name":"Software","level":2,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"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/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C529173508","wikidata":"https://www.wikidata.org/wiki/Q638608","display_name":"Software development","level":3,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-642-21233-8_21","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-21233-8_21","pdf_url":null,"source":{"id":"https://openalex.org/S2764900261","display_name":"Communications in computer and information science","issn_l":"1865-0929","issn":["1865-0929","1865-0937"],"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":"Communications in Computer and Information Science","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","score":0.47999998927116394,"id":"https://metadata.un.org/sdg/9"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W1980243808","https://openalex.org/W2042703154","https://openalex.org/W4296934746","https://openalex.org/W2051063356","https://openalex.org/W2975952467","https://openalex.org/W1487818786","https://openalex.org/W4232206022","https://openalex.org/W4237381939","https://openalex.org/W2184088087","https://openalex.org/W2964938238"],"abstract_inverted_index":null,"counts_by_year":[],"updated_date":"2026-07-29T14:22:42.915294","created_date":"2025-10-10T00:00:00"}