{"id":"https://openalex.org/W2733668404","doi":"https://doi.org/10.1007/s10257-017-0359-6","title":"Organizational knowledge and information technology: the key resources for improving customer service in call centers","display_name":"Organizational knowledge and information technology: the key resources for improving customer service in call centers","publication_year":2017,"publication_date":"2017-06-29","ids":{"openalex":"https://openalex.org/W2733668404","doi":"https://doi.org/10.1007/s10257-017-0359-6","mag":"2733668404"},"language":"en","primary_location":{"id":"doi:10.1007/s10257-017-0359-6","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s10257-017-0359-6","pdf_url":null,"source":{"id":"https://openalex.org/S56271844","display_name":"Information Systems and e-Business Management","issn_l":"1617-9846","issn":["1617-9846","1617-9854"],"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":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Systems and e-Business Management","raw_type":"journal-article"},"type":"article","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/A5102427541","display_name":"Sujeong Choi","orcid":null},"institutions":[{"id":"https://openalex.org/I111277659","display_name":"Chonnam National University","ror":"https://ror.org/05kzjxq56","country_code":"KR","type":"education","lineage":["https://openalex.org/I111277659"]}],"countries":["KR"],"is_corresponding":true,"raw_author_name":"Sujeong Choi","raw_affiliation_strings":["Office No. 1, Department of Business Administration, Chonnam National University, 77 Yongbong-Ro, Gwangju, 500-757, South Korea"],"affiliations":[{"raw_affiliation_string":"Office No. 1, Department of Business Administration, Chonnam National University, 77 Yongbong-Ro, Gwangju, 500-757, South Korea","institution_ids":["https://openalex.org/I111277659"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5102427541"],"corresponding_institution_ids":["https://openalex.org/I111277659"],"apc_list":{"value":2190,"currency":"EUR","value_usd":2790},"apc_paid":null,"fwci":1.1175,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.84227068,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":"16","issue":"1","first_page":"187","last_page":"203"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9922999739646912,"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"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9922999739646912,"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"}},{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.9821000099182129,"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/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.9799000024795532,"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/knowledge-management","display_name":"Knowledge management","score":0.7661875486373901},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5961941480636597},{"id":"https://openalex.org/keywords/key","display_name":"Key (lock)","score":0.5169486403465271},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4922114908695221},{"id":"https://openalex.org/keywords/organizational-learning","display_name":"Organizational learning","score":0.4476079046726227},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.4430701732635498},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.3853362500667572},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.3721252381801605},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.3302699327468872},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.09780237078666687},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.06421083211898804}],"concepts":[{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.7661875486373901},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5961941480636597},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.5169486403465271},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4922114908695221},{"id":"https://openalex.org/C169735623","wikidata":"https://www.wikidata.org/wiki/Q1430172","display_name":"Organizational learning","level":2,"score":0.4476079046726227},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.4430701732635498},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3853362500667572},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.3721252381801605},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3302699327468872},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.09780237078666687},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.06421083211898804}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/s10257-017-0359-6","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s10257-017-0359-6","pdf_url":null,"source":{"id":"https://openalex.org/S56271844","display_name":"Information Systems and e-Business Management","issn_l":"1617-9846","issn":["1617-9846","1617-9854"],"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":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Systems and e-Business Management","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:spr:infsem:v:16:y:2018:i:1:d:10.1007_s10257-017-0359-6","is_oa":false,"landing_page_url":"http://link.springer.com/10.1007/s10257-017-0359-6","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure","score":0.49000000953674316}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":35,"referenced_works":["https://openalex.org/W1600139810","https://openalex.org/W1968424386","https://openalex.org/W1986709698","https://openalex.org/W1987258130","https://openalex.org/W1988858067","https://openalex.org/W1995561053","https://openalex.org/W2003487656","https://openalex.org/W2018975605","https://openalex.org/W2042113379","https://openalex.org/W2053541580","https://openalex.org/W2053854232","https://openalex.org/W2054591664","https://openalex.org/W2055851468","https://openalex.org/W2057643324","https://openalex.org/W2061977616","https://openalex.org/W2072987942","https://openalex.org/W2073700017","https://openalex.org/W2074552172","https://openalex.org/W2106096361","https://openalex.org/W2114546868","https://openalex.org/W2116320899","https://openalex.org/W2121722108","https://openalex.org/W2126871138","https://openalex.org/W2127325289","https://openalex.org/W2129539485","https://openalex.org/W2137989220","https://openalex.org/W2141708152","https://openalex.org/W2142327896","https://openalex.org/W2160449301","https://openalex.org/W2169855821","https://openalex.org/W2175227141","https://openalex.org/W2314482372","https://openalex.org/W3118771075","https://openalex.org/W3126094737","https://openalex.org/W3201190389"],"related_works":["https://openalex.org/W2133079869","https://openalex.org/W2301887030","https://openalex.org/W2808736867","https://openalex.org/W4243713506","https://openalex.org/W2625363013","https://openalex.org/W4220762673","https://openalex.org/W2269539645","https://openalex.org/W2549510740","https://openalex.org/W2230507463","https://openalex.org/W2086070283"],"abstract_inverted_index":null,"counts_by_year":[{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":2}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}