{"id":"https://openalex.org/W2608144170","doi":"https://doi.org/10.1108/bpmj-12-2015-0182","title":"Does big data analytics influence frontline employees in services marketing?","display_name":"Does big data analytics influence frontline employees in services marketing?","publication_year":2017,"publication_date":"2017-04-28","ids":{"openalex":"https://openalex.org/W2608144170","doi":"https://doi.org/10.1108/bpmj-12-2015-0182","mag":"2608144170"},"language":"en","primary_location":{"id":"doi:10.1108/bpmj-12-2015-0182","is_oa":false,"landing_page_url":"https://doi.org/10.1108/bpmj-12-2015-0182","pdf_url":null,"source":{"id":"https://openalex.org/S2508752","display_name":"Business Process Management Journal","issn_l":"1463-7154","issn":["1463-7154","1758-4116"],"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":"Business Process Management Journal","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":null,"any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5012920723","display_name":"Saradhi Motamarri","orcid":"https://orcid.org/0000-0002-4923-5201"},"institutions":[{"id":"https://openalex.org/I204824540","display_name":"University of Wollongong","ror":"https://ror.org/00jtmb277","country_code":"AU","type":"education","lineage":["https://openalex.org/I204824540"]}],"countries":["AU"],"is_corresponding":true,"raw_author_name":"Saradhi Motamarri","raw_affiliation_strings":["School of Management, Operations and Marketing, University of Wollongong, Wollongong, Australia"],"affiliations":[{"raw_affiliation_string":"School of Management, Operations and Marketing, University of Wollongong, Wollongong, Australia","institution_ids":["https://openalex.org/I204824540"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5017644589","display_name":"Shahriar Akter","orcid":"https://orcid.org/0000-0002-2050-9985"},"institutions":[{"id":"https://openalex.org/I204824540","display_name":"University of Wollongong","ror":"https://ror.org/00jtmb277","country_code":"AU","type":"education","lineage":["https://openalex.org/I204824540"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Shahriar Akter","raw_affiliation_strings":["School of Management, Operations and Marketing, University of Wollongong, Wollongong, Australia"],"affiliations":[{"raw_affiliation_string":"School of Management, Operations and Marketing, University of Wollongong, Wollongong, Australia","institution_ids":["https://openalex.org/I204824540"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5040377696","display_name":"Venkata Yanamandram","orcid":"https://orcid.org/0000-0002-8854-6897"},"institutions":[{"id":"https://openalex.org/I204824540","display_name":"University of Wollongong","ror":"https://ror.org/00jtmb277","country_code":"AU","type":"education","lineage":["https://openalex.org/I204824540"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Venkat Yanamandram","raw_affiliation_strings":["School of Management, Operations and Marketing, University of Wollongong, Wollongong, Australia"],"affiliations":[{"raw_affiliation_string":"School of Management, Operations and Marketing, University of Wollongong, Wollongong, Australia","institution_ids":["https://openalex.org/I204824540"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5012920723"],"corresponding_institution_ids":["https://openalex.org/I204824540"],"apc_list":null,"apc_paid":null,"fwci":7.1239,"has_fulltext":false,"cited_by_count":41,"citation_normalized_percentile":{"value":0.96595051,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":99},"biblio":{"volume":"23","issue":"3","first_page":"623","last_page":"644"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9973999857902527,"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":0.9973999857902527,"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/T11891","display_name":"Big Data and Business Intelligence","score":0.9951000213623047,"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/T11114","display_name":"Service and Product Innovation","score":0.9944999814033508,"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/analytics","display_name":"Analytics","score":0.6004899144172668},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.599254310131073},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5542734861373901},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.5465856790542603},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.48212289810180664},{"id":"https://openalex.org/keywords/big-data","display_name":"Big data","score":0.47611671686172485},{"id":"https://openalex.org/keywords/service-dominant-logic","display_name":"Service-dominant logic","score":0.46216559410095215},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.4358827769756317},{"id":"https://openalex.org/keywords/co-creation","display_name":"Co-creation","score":0.42126837372779846},{"id":"https://openalex.org/keywords/resource","display_name":"Resource (disambiguation)","score":0.417726069688797},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.33292603492736816},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.2863987982273102}],"concepts":[{"id":"https://openalex.org/C79158427","wikidata":"https://www.wikidata.org/wiki/Q485396","display_name":"Analytics","level":2,"score":0.6004899144172668},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.599254310131073},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5542734861373901},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.5465856790542603},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.48212289810180664},{"id":"https://openalex.org/C75684735","wikidata":"https://www.wikidata.org/wiki/Q858810","display_name":"Big data","level":2,"score":0.47611671686172485},{"id":"https://openalex.org/C2777375223","wikidata":"https://www.wikidata.org/wiki/Q7455747","display_name":"Service-dominant logic","level":3,"score":0.46216559410095215},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4358827769756317},{"id":"https://openalex.org/C2781155252","wikidata":"https://www.wikidata.org/wiki/Q2270945","display_name":"Co-creation","level":2,"score":0.42126837372779846},{"id":"https://openalex.org/C206345919","wikidata":"https://www.wikidata.org/wiki/Q20380951","display_name":"Resource (disambiguation)","level":2,"score":0.417726069688797},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.33292603492736816},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.2863987982273102},{"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/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1108/bpmj-12-2015-0182","is_oa":false,"landing_page_url":"https://doi.org/10.1108/bpmj-12-2015-0182","pdf_url":null,"source":{"id":"https://openalex.org/S2508752","display_name":"Business Process Management Journal","issn_l":"1463-7154","issn":["1463-7154","1758-4116"],"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":"Business Process Management Journal","raw_type":"journal-article"},{"id":"pmh:oai:ro.uow.edu.au:buspapers-2147","is_oa":false,"landing_page_url":"https://ro.uow.edu.au/buspapers/1141","pdf_url":null,"source":{"id":"https://openalex.org/S4306400510","display_name":"Research Online (University of Wollongong)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I204824540","host_organization_name":"University of Wollongong","host_organization_lineage":["https://openalex.org/I204824540"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Faculty of Business - Papers (Archive)","raw_type":"article"},{"id":"pmh:oai:figshare.com:article/27725688","is_oa":true,"landing_page_url":null,"pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Text"}],"best_oa_location":{"id":"pmh:oai:figshare.com:article/27725688","is_oa":true,"landing_page_url":null,"pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Text"},"sustainable_development_goals":[{"score":0.5,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":65,"referenced_works":["https://openalex.org/W21883396","https://openalex.org/W28554118","https://openalex.org/W144896739","https://openalex.org/W202346731","https://openalex.org/W653151999","https://openalex.org/W1117743625","https://openalex.org/W1494137514","https://openalex.org/W1512965346","https://openalex.org/W1514029714","https://openalex.org/W1521613232","https://openalex.org/W1541652880","https://openalex.org/W1549054775","https://openalex.org/W1561119127","https://openalex.org/W1573534165","https://openalex.org/W1578960547","https://openalex.org/W1601891793","https://openalex.org/W1721421031","https://openalex.org/W1792124015","https://openalex.org/W1870622975","https://openalex.org/W1966482890","https://openalex.org/W1969453545","https://openalex.org/W1984499701","https://openalex.org/W1992470117","https://openalex.org/W1996514369","https://openalex.org/W1996790309","https://openalex.org/W1999924730","https://openalex.org/W2005157918","https://openalex.org/W2005614651","https://openalex.org/W2006108384","https://openalex.org/W2008246794","https://openalex.org/W2012953177","https://openalex.org/W2041391525","https://openalex.org/W2042577015","https://openalex.org/W2043738826","https://openalex.org/W2044468884","https://openalex.org/W2045241885","https://openalex.org/W2059794976","https://openalex.org/W2071703139","https://openalex.org/W2083870950","https://openalex.org/W2092965141","https://openalex.org/W2093684169","https://openalex.org/W2099385862","https://openalex.org/W2106641236","https://openalex.org/W2107317285","https://openalex.org/W2126840412","https://openalex.org/W2128901441","https://openalex.org/W2131814102","https://openalex.org/W2133880275","https://openalex.org/W2135526934","https://openalex.org/W2139661402","https://openalex.org/W2140849643","https://openalex.org/W2147184169","https://openalex.org/W2159092757","https://openalex.org/W2183126257","https://openalex.org/W2201133143","https://openalex.org/W2268866399","https://openalex.org/W2285144687","https://openalex.org/W2311688510","https://openalex.org/W2325444619","https://openalex.org/W2588984225","https://openalex.org/W2805187884","https://openalex.org/W3123115705","https://openalex.org/W4236765990","https://openalex.org/W4239649041","https://openalex.org/W4251573831"],"related_works":["https://openalex.org/W2735469457","https://openalex.org/W2884405733","https://openalex.org/W2043317949","https://openalex.org/W2070504166","https://openalex.org/W1993326409","https://openalex.org/W2129620873","https://openalex.org/W2066240089","https://openalex.org/W4280611492","https://openalex.org/W92280062","https://openalex.org/W2093138545"],"abstract_inverted_index":{"Purpose":[0],"Big":[1],"data":[2,41],"analytics":[3,42],"(BDA)":[4],"helps":[5],"service":[6,49,58,223,239],"providers":[7,161],"with":[8,18,130,146,200,228],"customer":[9,97,147,179],"insights":[10,19],"and":[11,72,81,101,110,138,143,178,188,196,206,233],"competitive":[12],"information.":[13],"It":[14],"also":[15,171],"empowers":[16],"customers":[17,189],"about":[20],"the":[21,35,67,128,156,204,210,213,229,238,250,252,258],"relative":[22],"merits":[23],"of":[24,29,84,167,182,194,215,231],"competing":[25],"services.":[26],"The":[27,52,76,89,219,235],"purpose":[28],"this":[30],"paper":[31,211],"is":[32,94,155],"to":[33,56,95,135,141,163,173,191],"address":[34],"research":[36,53,208,220],"question,":[37],"\u201cHow":[38],"does":[39],"big":[40],"enable":[43],"frontline":[44],"employees":[45],"(FLEs)":[46],"in":[47,107,126,241],"effective":[48],"delivery?\u201d":[50],"Design/methodology/approach":[51],"develops":[54],"schemas":[55],"visualise":[57],"contexts":[59,240],"that":[60,152],"potentially":[61],"benefit":[62],"from":[63,70],"BDA,":[64],"based":[65],"on":[66,175,217],"literature":[68],"drawn":[69],"BDA":[71,80,93,131,205,216],"FLEs":[73,105,129,140,168,207,232],"streams.":[74],"Findings":[75],"business":[77],"drivers":[78],"for":[79,92,158,257],"its":[82,226],"level":[83],"maturity":[85],"vary":[86],"across":[87],"firms.":[88],"primary":[90],"thrust":[91],"gain":[96],"insights,":[98],"resource":[99],"optimisation":[100],"efficient":[102],"operations.":[103],"Innovative":[104],"operating":[106],"knowledge":[108,124],"intensive":[109],"customisable":[111],"settings":[112],"may":[113],"realise":[114],"greater":[115],"value":[116,145],"co-creation.":[117],"Practical":[118],"implications":[119,185],"There":[120],"exists":[121],"a":[122],"considerable":[123],"gap":[125],"enabling":[127],"tools.":[132],"Managers":[133],"need":[134,162,172,190],"train,":[136],"orient":[137],"empower":[139],"collaborate":[142],"create":[144],"interactions.":[148],"Service-dominant":[149],"logic":[150],"posits":[151],"skill":[153,165],"asymmetry":[154],"reason":[157],"service.":[159,218],"So,":[160],"enhance":[164],"levels":[166],"continually.":[169],"Providers":[170],"focus":[174],"market":[176],"sensing":[177],"linking":[180],"abilities":[181],"FLEs.":[183],"Social":[184],"Both":[186],"firms":[187],"be":[192],"aware":[193],"privacy":[195],"ethical":[197],"concerns":[198],"associated":[199],"BDA.":[201,234],"Originality/value":[202],"Knitting":[203],"streams,":[209],"analyses":[212],"impact":[214],"by":[221],"developing":[222],"typology":[224],"portrays":[225,237],"interplay":[227],"typologies":[230],"framework":[236],"which":[242],"BD":[243],"has":[244],"major":[245],"impact.":[246],"Looking":[247],"further":[248],"into":[249],"future,":[251],"discussion":[253],"raises":[254],"prominent":[255],"questions":[256],"discipline.":[259]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":4},{"year":2024,"cited_by_count":7},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":6},{"year":2020,"cited_by_count":4},{"year":2019,"cited_by_count":8},{"year":2018,"cited_by_count":6},{"year":2017,"cited_by_count":1}],"updated_date":"2026-04-18T07:56:08.524223","created_date":"2025-10-10T00:00:00"}