{"id":"https://openalex.org/W2024851603","doi":"https://doi.org/10.1108/02635571011087455","title":"Applying social network analysis on customer complaint handling","display_name":"Applying social network analysis on customer complaint handling","publication_year":2010,"publication_date":"2010-09-28","ids":{"openalex":"https://openalex.org/W2024851603","doi":"https://doi.org/10.1108/02635571011087455","mag":"2024851603"},"language":"en","primary_location":{"id":"doi:10.1108/02635571011087455","is_oa":false,"landing_page_url":"https://doi.org/10.1108/02635571011087455","pdf_url":null,"source":{"id":"https://openalex.org/S37320504","display_name":"Industrial Management & Data Systems","issn_l":"0263-5577","issn":["0263-5577","1758-5783"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Industrial Management &amp; Data Systems","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/A5064236864","display_name":"Agnieszka Sitko\u2010Lutek","orcid":"https://orcid.org/0000-0002-3073-1184"},"institutions":[{"id":"https://openalex.org/I174183983","display_name":"Maria Curie-Sk\u0142odowska University","ror":"https://ror.org/015h0qg34","country_code":"PL","type":"education","lineage":["https://openalex.org/I174183983"]}],"countries":["PL"],"is_corresponding":true,"raw_author_name":"Agnieszka Sitko\u2010Lutek","raw_affiliation_strings":["Department of Management, Marie Curie\u2010Sklodowska University, Lublin, Poland","(Department of Management, Marie Curie\u2010Sklodowska University, Lublin, Poland)"],"affiliations":[{"raw_affiliation_string":"Department of Management, Marie Curie\u2010Sklodowska University, Lublin, Poland","institution_ids":["https://openalex.org/I174183983"]},{"raw_affiliation_string":"(Department of Management, Marie Curie\u2010Sklodowska University, Lublin, Poland)","institution_ids":["https://openalex.org/I174183983"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5072293468","display_name":"Supakij Chuancharoen","orcid":null},"institutions":[{"id":"https://openalex.org/I198105771","display_name":"Kasetsart University","ror":"https://ror.org/05gzceg21","country_code":"TH","type":"education","lineage":["https://openalex.org/I198105771"]}],"countries":["TH"],"is_corresponding":false,"raw_author_name":"Supakij Chuancharoen","raw_affiliation_strings":["Department of Industrial Engineering, Faculty of Engineering, Kasetsart University, Bangkok, Thailand"],"affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering, Faculty of Engineering, Kasetsart University, Bangkok, Thailand","institution_ids":["https://openalex.org/I198105771"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5076320182","display_name":"Arkhom Sukpitikul","orcid":null},"institutions":[{"id":"https://openalex.org/I198105771","display_name":"Kasetsart University","ror":"https://ror.org/05gzceg21","country_code":"TH","type":"education","lineage":["https://openalex.org/I198105771"]}],"countries":["TH"],"is_corresponding":false,"raw_author_name":"Arkhom Sukpitikul","raw_affiliation_strings":["Department of Industrial Engineering, Faculty of Engineering, Kasetsart University, Bangkok, Thailand"],"affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering, Faculty of Engineering, Kasetsart University, Bangkok, Thailand","institution_ids":["https://openalex.org/I198105771"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5069300702","display_name":"Kongkiti Phusavat","orcid":"https://orcid.org/0000-0002-2283-1118"},"institutions":[{"id":"https://openalex.org/I198105771","display_name":"Kasetsart University","ror":"https://ror.org/05gzceg21","country_code":"TH","type":"education","lineage":["https://openalex.org/I198105771"]}],"countries":["TH"],"is_corresponding":false,"raw_author_name":"Kongkiti Phusavat","raw_affiliation_strings":["Department of Industrial Engineering, Faculty of Engineering, Kasetsart University, Bangkok, Thailand"],"affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering, Faculty of Engineering, Kasetsart University, Bangkok, Thailand","institution_ids":["https://openalex.org/I198105771"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5064236864"],"corresponding_institution_ids":["https://openalex.org/I174183983"],"apc_list":null,"apc_paid":null,"fwci":4.6401,"has_fulltext":false,"cited_by_count":33,"citation_normalized_percentile":{"value":0.94187944,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"110","issue":"9","first_page":"1402","last_page":"1419"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.9901999831199646,"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/T10164","display_name":"Quality and Supply Management","score":0.9901999831199646,"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/T10734","display_name":"Information and Cyber Security","score":0.9879999756813049,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":0.9807000160217285,"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/complaint","display_name":"Complaint","score":0.7536035776138306},{"id":"https://openalex.org/keywords/centrality","display_name":"Centrality","score":0.5787595510482788},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.5749499797821045},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.5711026191711426},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.5406884551048279},{"id":"https://openalex.org/keywords/social-network-analysis","display_name":"Social network analysis","score":0.4899660646915436},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.48676586151123047},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.47509467601776123},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4146363437175751},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.3377615809440613},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.31851518154144287},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.23541861772537231},{"id":"https://openalex.org/keywords/social-media","display_name":"Social media","score":0.21205317974090576},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.11919108033180237}],"concepts":[{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.7536035776138306},{"id":"https://openalex.org/C53811970","wikidata":"https://www.wikidata.org/wiki/Q5062194","display_name":"Centrality","level":2,"score":0.5787595510482788},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5749499797821045},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5711026191711426},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5406884551048279},{"id":"https://openalex.org/C114713312","wikidata":"https://www.wikidata.org/wiki/Q7551269","display_name":"Social network analysis","level":3,"score":0.4899660646915436},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.48676586151123047},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.47509467601776123},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4146363437175751},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.3377615809440613},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.31851518154144287},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.23541861772537231},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.21205317974090576},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.11919108033180237},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C114614502","wikidata":"https://www.wikidata.org/wiki/Q76592","display_name":"Combinatorics","level":1,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"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/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/02635571011087455","is_oa":false,"landing_page_url":"https://doi.org/10.1108/02635571011087455","pdf_url":null,"source":{"id":"https://openalex.org/S37320504","display_name":"Industrial Management & Data Systems","issn_l":"0263-5577","issn":["0263-5577","1758-5783"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Industrial Management &amp; Data Systems","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.4099999964237213,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":40,"referenced_works":["https://openalex.org/W1500383076","https://openalex.org/W1531387534","https://openalex.org/W1593173456","https://openalex.org/W1751753181","https://openalex.org/W1975856218","https://openalex.org/W1985185253","https://openalex.org/W1994790827","https://openalex.org/W1998183866","https://openalex.org/W2014415712","https://openalex.org/W2015370254","https://openalex.org/W2016374310","https://openalex.org/W2026529293","https://openalex.org/W2034199215","https://openalex.org/W2040384293","https://openalex.org/W2040988483","https://openalex.org/W2044298660","https://openalex.org/W2045448638","https://openalex.org/W2045835049","https://openalex.org/W2051527059","https://openalex.org/W2052862010","https://openalex.org/W2053367600","https://openalex.org/W2065423749","https://openalex.org/W2068617136","https://openalex.org/W2069719943","https://openalex.org/W2073671147","https://openalex.org/W2084208669","https://openalex.org/W2087382562","https://openalex.org/W2091700244","https://openalex.org/W2092904916","https://openalex.org/W2095165626","https://openalex.org/W2099013781","https://openalex.org/W2106627813","https://openalex.org/W2115527638","https://openalex.org/W2119275253","https://openalex.org/W2127775997","https://openalex.org/W2136940962","https://openalex.org/W2145981536","https://openalex.org/W2164907831","https://openalex.org/W6629621823","https://openalex.org/W6631782257"],"related_works":["https://openalex.org/W2807235901","https://openalex.org/W2969811921","https://openalex.org/W1977901049","https://openalex.org/W2380639442","https://openalex.org/W2072764416","https://openalex.org/W2046600133","https://openalex.org/W2735737277","https://openalex.org/W2322782826","https://openalex.org/W2065404789","https://openalex.org/W195315050"],"abstract_inverted_index":{"Purpose":[0],"The":[1,64,80,124,223,243,326,402],"paper":[2,273],"aims":[3],"to":[4,19,24,146,157,163,171,352,386,413],"examine":[5],"existing":[6],"information":[7,170,266],"flows":[8],"formally":[9],"and":[10,18,76,93,95,118,141,151,166,213,234,258,260,265,317,319,343,394],"informally":[11],"within":[12,240],"a":[13,86,136,218,241,253,282,340,356,392],"customer":[14,77,87,139,219,341,365],"complaint":[15,88,342,361,379,393],"handling":[16,89,380],"process,":[17],"identify":[20,344],"possible":[21],"improvement":[22,228,248],"areas":[23,305,346],"strengthen":[25],"the":[26,32,39,51,55,60,69,96,99,103,199,232,235,272,278,290,304,315,323,331,345,371,378,406,409],"effectiveness":[27],"of":[28,45,68,98,180,237,277,306,408],"this":[29,131],"process":[30,132,181,227,359,417],"in":[31,73,155,168,178,216,303,347,370,390,395],"workplace.":[33],"These":[34],"objectives":[35],"are":[36,121],"derived":[37],"from":[38,198,314],"fact":[40],"more":[41,349,357,388,399,422],"than":[42,50],"80":[43],"percent":[44],"complaints":[46],"have":[47,162,351],"taken":[48],"longer":[49],"targeted":[52],"timeframe":[53],"during":[54],"past":[56],"two":[57,420],"years":[58],"at":[59,191,334],"plant":[61],"under":[62],"study.":[63],"study":[65,404],"is":[66,133,183,204,245],"part":[67],"plant's":[70],"overall":[71],"efforts":[72],"improving":[74],"quality":[75,142,283,307,316],"satisfaction.":[78],"Design/methodology/approach":[79],"methodology":[81],"involves":[82],"document":[83],"reviews":[84],"(i.e.":[85,255,286],"procedure),":[90],"discussion":[91],"groups":[92],"interviews,":[94],"use":[97],"UCInet":[100],"software":[101],"for":[102,355],"social":[104],"network":[105],"analysis":[106],"or":[107,185,421],"SNA":[108,125,224,279,324,410],"formulation.":[109],"Key":[110],"features":[111],"such":[112],"as":[113,207,298],"connection":[114],"strength,":[115],"point":[116],"connectivity,":[117,263],"degree":[119],"centrality":[120],"examined.":[122],"Findings":[123],"shows":[126],"that":[127,246,418],"everybody":[128],"associated":[129],"with":[130,339,373,377],"connected.":[134],"For":[135,363],"potential":[137,275],"downside,":[138],"service":[140,366],"assurance":[143],"engineers":[144],"appear":[145],"be":[147,164,196,353,369],"critical.":[148,208],"Their":[149],"roles":[150,233],"responsibilities":[152],"imply":[153],"that,":[154],"addition":[156],"becoming":[158],"technical":[159],"experts,":[160],"they":[161],"responsive":[165],"active":[167],"disseminating":[169],"other":[172,270],"staffs.":[173],"Furthermore,":[174],"if":[175],"an":[176,247,299,415],"engineer":[177,367,383],"charge":[179],"engineering":[182,202],"absent":[184],"does":[186],"not":[187],"pass":[188],"along":[189],"information,":[190],"least":[192],"four":[193],"staffs":[194],"will":[195],"disconnected":[197],"network.":[200],"Process":[201,382],"leader":[203,384],"also":[205],"viewed":[206],"He":[209],"should":[210,249,368],"actively":[211],"participate":[212],"constantly":[214],"engage":[215],"resolving":[217],"complaint.":[220],"Research":[221],"limitations/implications":[222],"can":[225,296],"compliment":[226],"by":[229],"focusing":[230],"on":[231,251,280,360],"importance":[236,407],"key":[238],"persons":[239,261,375],"process.":[242,381],"reason":[244],"focus":[250],"both":[252],"procedure":[254],"step\u2010by\u2010step":[256],"activities":[257],"tasks)":[259],"(e.g.":[262],"interaction,":[264],"bottleneck":[267],"position).":[268],"In":[269],"words,":[271],"underlines":[274],"applications":[276],"strengthening":[281],"management":[284,301],"system":[285],"ISO":[287],"9001:2008).":[288],"Therefore,":[289],"SNA,":[291],"given":[292],"its":[293,397],"flexible":[294],"applications,":[295],"emerge":[297],"important":[300],"tool":[302],"management.":[308],"Practical":[309],"implications":[310],"All":[311],"top":[312],"executives":[313],"reliability,":[318],"manufacturing":[320],"functions":[321,423],"view":[322],"positively.":[325],"findings":[327],"help":[328],"them":[329],"visualize":[330],"current":[332],"practices":[333],"all":[335,374],"levels":[336],"when":[337,411],"dealing":[338,376],"which":[348],"attentions":[350],"made":[354],"effective":[358],"handling.":[362],"example,":[364],"contact":[372],"needs":[385],"become":[387],"proactive":[389],"sharing":[391],"checking":[396],"status":[398],"constantly.":[400],"Originality/value":[401],"case":[403],"highlights":[405],"attempting":[412],"improve":[414],"operational":[416],"requires":[419],"working":[424],"together.":[425]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":1},{"year":2017,"cited_by_count":4},{"year":2016,"cited_by_count":3},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":3},{"year":2013,"cited_by_count":4},{"year":2012,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
