{"id":"https://openalex.org/W2243945959","doi":"https://doi.org/10.1007/978-3-642-39241-2_60","title":"Applying Gamification in Customer Service Application to Improve Agents\u2019 Efficiency and Satisfaction","display_name":"Applying Gamification in Customer Service Application to Improve Agents\u2019 Efficiency and Satisfaction","publication_year":2013,"publication_date":"2013-01-01","ids":{"openalex":"https://openalex.org/W2243945959","doi":"https://doi.org/10.1007/978-3-642-39241-2_60","mag":"2243945959"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-642-39241-2_60","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-39241-2_60","pdf_url":null,"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":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5003118162","display_name":"Prerna Makanawala","orcid":null},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Prerna Makanawala","raw_affiliation_strings":["SAP Labs, Palo Alto, 3410 Hillview Ave, Palo Alto, California, U.S.A., 94304"],"affiliations":[{"raw_affiliation_string":"SAP Labs, Palo Alto, 3410 Hillview Ave, Palo Alto, California, U.S.A., 94304","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5060999443","display_name":"Jaideep Godara","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Jaideep Godara","raw_affiliation_strings":["SAP Labs, Palo Alto, 3410 Hillview Ave, Palo Alto, California, U.S.A., 94304"],"affiliations":[{"raw_affiliation_string":"SAP Labs, Palo Alto, 3410 Hillview Ave, Palo Alto, California, U.S.A., 94304","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5079140336","display_name":"Eliad Goldwasser","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Eliad Goldwasser","raw_affiliation_strings":["SAP Labs, Palo Alto, 3410 Hillview Ave, Palo Alto, California, U.S.A., 94304"],"affiliations":[{"raw_affiliation_string":"SAP Labs, Palo Alto, 3410 Hillview Ave, Palo Alto, California, U.S.A., 94304","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5006382442","display_name":"Hang Le","orcid":"https://orcid.org/0009-0009-9887-7372"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Hang Le","raw_affiliation_strings":["SAP Labs, Palo Alto, 3410 Hillview Ave, Palo Alto, California, U.S.A., 94304"],"affiliations":[{"raw_affiliation_string":"SAP Labs, Palo Alto, 3410 Hillview Ave, Palo Alto, California, U.S.A., 94304","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5003118162"],"corresponding_institution_ids":[],"apc_list":{"value":5000,"currency":"EUR","value_usd":5392},"apc_paid":null,"fwci":3.494,"has_fulltext":false,"cited_by_count":20,"citation_normalized_percentile":{"value":0.92514197,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"548","last_page":"557"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9794999957084656,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9794999957084656,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9153000116348267,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.8262598514556885},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.7012689113616943},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5380093455314636},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.4399644732475281},{"id":"https://openalex.org/keywords/multimedia","display_name":"Multimedia","score":0.3341884911060333},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.07683491706848145},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.04598322510719299}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.8262598514556885},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7012689113616943},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5380093455314636},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.4399644732475281},{"id":"https://openalex.org/C49774154","wikidata":"https://www.wikidata.org/wiki/Q131765","display_name":"Multimedia","level":1,"score":0.3341884911060333},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.07683491706848145},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.04598322510719299}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-642-39241-2_60","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-39241-2_60","pdf_url":null,"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":null,"sustainable_development_goals":[{"score":0.699999988079071,"id":"https://metadata.un.org/sdg/8","display_name":"Decent work and economic growth"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":10,"referenced_works":["https://openalex.org/W188026565","https://openalex.org/W1527994979","https://openalex.org/W1589296624","https://openalex.org/W1972414376","https://openalex.org/W2000105524","https://openalex.org/W2004668140","https://openalex.org/W2023290297","https://openalex.org/W2477470790","https://openalex.org/W2937098395","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W4391375266","https://openalex.org/W2899084033","https://openalex.org/W2748952813","https://openalex.org/W2390279801","https://openalex.org/W4391913857","https://openalex.org/W2358668433","https://openalex.org/W4396701345","https://openalex.org/W2376932109","https://openalex.org/W2001405890","https://openalex.org/W4396696052"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":4},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":3},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}