{"id":"https://openalex.org/W1978025299","doi":"https://doi.org/10.1108/13673270510610332","title":"The application of knowledge management in call centres","display_name":"The application of knowledge management in call centres","publication_year":2005,"publication_date":"2005-07-13","ids":{"openalex":"https://openalex.org/W1978025299","doi":"https://doi.org/10.1108/13673270510610332","mag":"1978025299"},"language":"en","primary_location":{"id":"doi:10.1108/13673270510610332","is_oa":false,"landing_page_url":"https://doi.org/10.1108/13673270510610332","pdf_url":null,"source":{"id":"https://openalex.org/S50631486","display_name":"Journal of Knowledge Management","issn_l":"1367-3270","issn":["1367-3270","1758-7484"],"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":"Journal of Knowledge 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/A5112728077","display_name":"S.C. Lenny Koh","orcid":null},"institutions":[{"id":"https://openalex.org/I184842277","display_name":"Maharishi International University","ror":"https://ror.org/00qv5rb32","country_code":"US","type":"education","lineage":["https://openalex.org/I184842277"]},{"id":"https://openalex.org/I91136226","display_name":"University of Sheffield","ror":"https://ror.org/05krs5044","country_code":"GB","type":"education","lineage":["https://openalex.org/I91136226"]}],"countries":["GB","US"],"is_corresponding":true,"raw_author_name":"S.C.L. Koh","raw_affiliation_strings":["BEng (Hons), PhD, MIEE, MCMI, MIOM, is a Deputy Director of MBA in EcoBusiness and a Lecturer in Quantitative Methods and Management at the University of Sheffield Management School, UK","(BEng (Hons), PhD, MIEE, MCMI, MIOM, is a Deputy Director of MBA in EcoBusiness and a Lecturer in Quantitative Methods and Management at the University of Sheffield Management School, UK.)"],"affiliations":[{"raw_affiliation_string":"BEng (Hons), PhD, MIEE, MCMI, MIOM, is a Deputy Director of MBA in EcoBusiness and a Lecturer in Quantitative Methods and Management at the University of Sheffield Management School, UK","institution_ids":["https://openalex.org/I184842277"]},{"raw_affiliation_string":"(BEng (Hons), PhD, MIEE, MCMI, MIOM, is a Deputy Director of MBA in EcoBusiness and a Lecturer in Quantitative Methods and Management at the University of Sheffield Management School, UK.)","institution_ids":["https://openalex.org/I91136226"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5111773492","display_name":"Angappa Gunasekaran","orcid":null},"institutions":[{"id":"https://openalex.org/I100633361","display_name":"University of Massachusetts Dartmouth","ror":"https://ror.org/00fzmm222","country_code":"US","type":"education","lineage":["https://openalex.org/I100633361"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"A. Gunasekaran","raw_affiliation_strings":["Professor of Operations Management in the Department of Management at the Charlton College of Business, University of Massachusetts\u2010Dartmouth, USA","School of Business Administration (Harrisburg)"],"affiliations":[{"raw_affiliation_string":"Professor of Operations Management in the Department of Management at the Charlton College of Business, University of Massachusetts\u2010Dartmouth, USA","institution_ids":["https://openalex.org/I100633361"]},{"raw_affiliation_string":"School of Business Administration (Harrisburg)","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5111439297","display_name":"A. Thomas","orcid":null},"institutions":[{"id":"https://openalex.org/I91136226","display_name":"University of Sheffield","ror":"https://ror.org/05krs5044","country_code":"GB","type":"education","lineage":["https://openalex.org/I91136226"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"A. Thomas","raw_affiliation_strings":["MBA student in Sheffield University Management School","University of  Sheffield"],"affiliations":[{"raw_affiliation_string":"MBA student in Sheffield University Management School","institution_ids":["https://openalex.org/I91136226"]},{"raw_affiliation_string":"University of  Sheffield","institution_ids":["https://openalex.org/I91136226"]}]},{"author_position":"last","author":{"id":null,"display_name":"S. Arunachalam","orcid":null},"institutions":[{"id":"https://openalex.org/I157227730","display_name":"University of East London","ror":"https://ror.org/057jrqr44","country_code":"GB","type":"education","lineage":["https://openalex.org/I157227730"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"S. Arunachalam","raw_affiliation_strings":["Senior lecturer of operations management in the school of Computing & Technology, University of East London (UK)","University of East London;"],"affiliations":[{"raw_affiliation_string":"Senior lecturer of operations management in the school of Computing & Technology, University of East London (UK)","institution_ids":["https://openalex.org/I157227730"]},{"raw_affiliation_string":"University of East London;","institution_ids":["https://openalex.org/I157227730"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5112728077"],"corresponding_institution_ids":["https://openalex.org/I184842277","https://openalex.org/I91136226"],"apc_list":null,"apc_paid":null,"fwci":9.0991,"has_fulltext":false,"cited_by_count":49,"citation_normalized_percentile":{"value":0.97114948,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":98},"biblio":{"volume":"9","issue":"4","first_page":"56","last_page":"69"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.998199999332428,"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"}},"topics":[{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.998199999332428,"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":0.9804999828338623,"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/T10907","display_name":"International Student and Expatriate Challenges","score":0.9710000157356262,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.7560232877731323},{"id":"https://openalex.org/keywords/personal-knowledge-management","display_name":"Personal knowledge management","score":0.673743486404419},{"id":"https://openalex.org/keywords/knowledge-value-chain","display_name":"Knowledge value chain","score":0.5978357791900635},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5850638747215271},{"id":"https://openalex.org/keywords/body-of-knowledge","display_name":"Body of knowledge","score":0.459684818983078},{"id":"https://openalex.org/keywords/originality","display_name":"Originality","score":0.4349171221256256},{"id":"https://openalex.org/keywords/adaptation","display_name":"Adaptation (eye)","score":0.43276792764663696},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4327150285243988},{"id":"https://openalex.org/keywords/work","display_name":"Work (physics)","score":0.4141852855682373},{"id":"https://openalex.org/keywords/data-management","display_name":"Data management","score":0.4129180312156677},{"id":"https://openalex.org/keywords/organizational-learning","display_name":"Organizational learning","score":0.381137490272522},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.3397713601589203},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.2887704372406006},{"id":"https://openalex.org/keywords/qualitative-research","display_name":"Qualitative research","score":0.27277252078056335},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.08773216605186462},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.07561004161834717}],"concepts":[{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.7560232877731323},{"id":"https://openalex.org/C187572123","wikidata":"https://www.wikidata.org/wiki/Q2034224","display_name":"Personal knowledge management","level":3,"score":0.673743486404419},{"id":"https://openalex.org/C191628500","wikidata":"https://www.wikidata.org/wiki/Q6423404","display_name":"Knowledge value chain","level":3,"score":0.5978357791900635},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5850638747215271},{"id":"https://openalex.org/C186528591","wikidata":"https://www.wikidata.org/wiki/Q619544","display_name":"Body of knowledge","level":2,"score":0.459684818983078},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.4349171221256256},{"id":"https://openalex.org/C139807058","wikidata":"https://www.wikidata.org/wiki/Q352374","display_name":"Adaptation (eye)","level":2,"score":0.43276792764663696},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4327150285243988},{"id":"https://openalex.org/C18762648","wikidata":"https://www.wikidata.org/wiki/Q42213","display_name":"Work (physics)","level":2,"score":0.4141852855682373},{"id":"https://openalex.org/C1668388","wikidata":"https://www.wikidata.org/wiki/Q1149776","display_name":"Data management","level":2,"score":0.4129180312156677},{"id":"https://openalex.org/C169735623","wikidata":"https://www.wikidata.org/wiki/Q1430172","display_name":"Organizational learning","level":2,"score":0.381137490272522},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3397713601589203},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.2887704372406006},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.27277252078056335},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.08773216605186462},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.07561004161834717},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","level":1,"score":0.0},{"id":"https://openalex.org/C120665830","wikidata":"https://www.wikidata.org/wiki/Q14620","display_name":"Optics","level":1,"score":0.0},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/13673270510610332","is_oa":false,"landing_page_url":"https://doi.org/10.1108/13673270510610332","pdf_url":null,"source":{"id":"https://openalex.org/S50631486","display_name":"Journal of Knowledge Management","issn_l":"1367-3270","issn":["1367-3270","1758-7484"],"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":"Journal of Knowledge Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","score":0.41999998688697815,"display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":20,"referenced_works":["https://openalex.org/W1495419098","https://openalex.org/W1531479931","https://openalex.org/W1565103001","https://openalex.org/W1573100823","https://openalex.org/W1575002351","https://openalex.org/W1981958831","https://openalex.org/W1982385531","https://openalex.org/W2047942956","https://openalex.org/W2082271896","https://openalex.org/W2096859049","https://openalex.org/W2116831198","https://openalex.org/W2118639955","https://openalex.org/W2132454116","https://openalex.org/W2132790752","https://openalex.org/W2903804639","https://openalex.org/W2904578727","https://openalex.org/W2904878186","https://openalex.org/W3146580199","https://openalex.org/W4285719527","https://openalex.org/W6724273153"],"related_works":["https://openalex.org/W2998001464","https://openalex.org/W2610698398","https://openalex.org/W2387207586","https://openalex.org/W2081797436","https://openalex.org/W2997491296","https://openalex.org/W2188144780","https://openalex.org/W38646638","https://openalex.org/W2378011384","https://openalex.org/W2109606664","https://openalex.org/W2501558034"],"abstract_inverted_index":{"Purpose":[0],"The":[1,110,130,166],"paper":[2,131],"proposes":[3],"to":[4,27,57,62,124,136,142,168,191],"evaluate":[5],"the":[6,23,59,65,77,92,95,100,105,140,159,172],"need":[7],"for":[8,15,55,157],"knowledge":[9,30,50,83,101,111,144,152,160,170,200],"management":[10,51,70,102,112,145,153,161,201],"in":[11,35,104,117,147,163,171,198,202],"a":[12,49,125,176,183],"call":[13,126,137,164,203],"centre":[14],"improving":[16],"quality":[17],"of":[18,80,91,134,178],"customer":[19],"services,":[20],"by":[21,74,182],"addressing":[22],"issues":[24],"specifically":[25],"relating":[26],"information":[28],"and":[29,88,193],"management.":[31],"Design/methodology/approach":[32],"Methodology":[33],"adopted":[34],"this":[36],"research":[37],"is":[38,53],"qualitative,":[39],"namely":[40,82],"ethnography.":[41],"After":[42],"examining":[43],"six":[44],"models":[45],"from":[46],"literature":[47],"review,":[48],"model":[52,113,154,173],"developed":[54,156],"implementation":[56],"assess":[58],"required":[60],"effort":[61],"compare":[63],"against":[64,94],"expected":[66],"benefits.":[67],"Findings":[68],"Knowledge":[69],"could":[71,114],"be":[72,115,189],"achieved":[73],"effectively":[75],"managing":[76,169],"five":[78],"roles":[79],"knowledge,":[81],"acquisition,":[84],"utilisation,":[85],"adaptation,":[86],"distribution,":[87],"generation.":[89],"Comparison":[90],"benefits":[93,179],"efforts":[96,103],"has":[97],"clearly":[98],"justified":[99],"case":[106,184],"study.":[107,185],"Research":[108],"limitations/implications":[109],"adapted":[116],"other":[118],"service":[119,206],"sectors":[120,207],"with":[121,208],"similar":[122,209],"characteristics":[123],"centre.":[127],"Practical":[128],"implications":[129],"provides":[132],"details":[133],"solutions":[135],"centres":[138,204],"on":[139],"approach":[141],"making":[143],"work":[146,187],"practice.":[148],"Originality/value":[149],"A":[150],"new":[151],"was":[155],"applying":[158,199],"concept":[162],"centres.":[165],"approaches":[167],"have":[174],"yielded":[175],"number":[177],"as":[180],"demonstrated":[181],"This":[186],"will":[188],"beneficial":[190],"researchers":[192],"practitioners":[194],"who":[195],"are":[196],"interested":[197],"and/or":[205],"characteristics.":[210]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2019,"cited_by_count":3},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":3},{"year":2012,"cited_by_count":5}],"updated_date":"2026-04-16T08:26:57.006410","created_date":"2025-10-10T00:00:00"}