{"id":"https://openalex.org/W3032892782","doi":"https://doi.org/10.1108/jeim-04-2017-0050","title":"Call center performance measurement using intuitionistic fuzzy sets","display_name":"Call center performance measurement using intuitionistic fuzzy sets","publication_year":2020,"publication_date":"2020-06-01","ids":{"openalex":"https://openalex.org/W3032892782","doi":"https://doi.org/10.1108/jeim-04-2017-0050","mag":"3032892782"},"language":"en","primary_location":{"id":"doi:10.1108/jeim-04-2017-0050","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jeim-04-2017-0050","pdf_url":null,"source":{"id":"https://openalex.org/S141478581","display_name":"Journal of Enterprise Information Management","issn_l":"1741-0398","issn":["1741-0398","1758-7409"],"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 Enterprise Information 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/A5025662485","display_name":"Ba\u015far \u00d6ztay\u015fi","orcid":"https://orcid.org/0000-0002-1090-7963"},"institutions":[{"id":"https://openalex.org/I48912391","display_name":"Istanbul Technical University","ror":"https://ror.org/059636586","country_code":"TR","type":"education","lineage":["https://openalex.org/I48912391"]}],"countries":["TR"],"is_corresponding":false,"raw_author_name":"Basar Oztaysi","raw_affiliation_strings":["Istanbul Technical University, Istanbul, Turkey"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Istanbul Technical University, Istanbul, Turkey","institution_ids":["https://openalex.org/I48912391"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5084333271","display_name":"Sezi \u00c7evik Onar","orcid":"https://orcid.org/0000-0001-6451-6709"},"institutions":[{"id":"https://openalex.org/I48912391","display_name":"Istanbul Technical University","ror":"https://ror.org/059636586","country_code":"TR","type":"education","lineage":["https://openalex.org/I48912391"]}],"countries":["TR"],"is_corresponding":false,"raw_author_name":"Sezi Cevik Onar","raw_affiliation_strings":["Istanbul Technical University, Istanbul, Turkey"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Istanbul Technical University, Istanbul, Turkey","institution_ids":["https://openalex.org/I48912391"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5014135635","display_name":"Cengiz Kahraman","orcid":"https://orcid.org/0000-0001-6168-8185"},"institutions":[{"id":"https://openalex.org/I48912391","display_name":"Istanbul Technical University","ror":"https://ror.org/059636586","country_code":"TR","type":"education","lineage":["https://openalex.org/I48912391"]}],"countries":["TR"],"is_corresponding":false,"raw_author_name":"Cengiz Kahraman","raw_affiliation_strings":["Istanbul Technical University, Istanbul, Turkey"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Istanbul Technical University, Istanbul, Turkey","institution_ids":["https://openalex.org/I48912391"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5078442035","display_name":"Muharrem Gok","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Muharrem Gok","raw_affiliation_strings":["Etcbase, Istanbul, Turkey"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Etcbase, Istanbul, Turkey","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.3601,"has_fulltext":false,"cited_by_count":16,"citation_normalized_percentile":{"value":0.84215177,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":94,"max":99},"biblio":{"volume":"33","issue":"6","first_page":"1647","last_page":"1668"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9710999727249146,"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":0.9710999727249146,"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/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.9569000005722046,"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/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.944100022315979,"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/payment","display_name":"Payment","score":0.6236314177513123},{"id":"https://openalex.org/keywords/outsourcing","display_name":"Outsourcing","score":0.5928272604942322},{"id":"https://openalex.org/keywords/data-collection","display_name":"Data collection","score":0.5902578234672546},{"id":"https://openalex.org/keywords/debt","display_name":"Debt","score":0.5434591174125671},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.5045627355575562},{"id":"https://openalex.org/keywords/operations-research","display_name":"Operations research","score":0.45345282554626465},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.439238965511322},{"id":"https://openalex.org/keywords/fuzzy-logic","display_name":"Fuzzy logic","score":0.43724802136421204},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.43259280920028687},{"id":"https://openalex.org/keywords/operations-management","display_name":"Operations management","score":0.3300870656967163},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.3170069456100464},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.2831534147262573},{"id":"https://openalex.org/keywords/finance","display_name":"Finance","score":0.199631005525589},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.18492713570594788},{"id":"https://openalex.org/keywords/statistics","display_name":"Statistics","score":0.11776596307754517},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.11135908961296082}],"concepts":[{"id":"https://openalex.org/C145097563","wikidata":"https://www.wikidata.org/wiki/Q1148747","display_name":"Payment","level":2,"score":0.6236314177513123},{"id":"https://openalex.org/C46934059","wikidata":"https://www.wikidata.org/wiki/Q61515","display_name":"Outsourcing","level":2,"score":0.5928272604942322},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.5902578234672546},{"id":"https://openalex.org/C120527767","wikidata":"https://www.wikidata.org/wiki/Q3196867","display_name":"Debt","level":2,"score":0.5434591174125671},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5045627355575562},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.45345282554626465},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.439238965511322},{"id":"https://openalex.org/C58166","wikidata":"https://www.wikidata.org/wiki/Q224821","display_name":"Fuzzy logic","level":2,"score":0.43724802136421204},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.43259280920028687},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3300870656967163},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.3170069456100464},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2831534147262573},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.199631005525589},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.18492713570594788},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.11776596307754517},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.11135908961296082},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1108/jeim-04-2017-0050","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jeim-04-2017-0050","pdf_url":null,"source":{"id":"https://openalex.org/S141478581","display_name":"Journal of Enterprise Information Management","issn_l":"1741-0398","issn":["1741-0398","1758-7409"],"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 Enterprise Information Management","raw_type":"journal-article"},{"id":"pmh:oai:polen.itu.edu.tr:11527/58885","is_oa":false,"landing_page_url":"https://hdl.handle.net/11527/58885","pdf_url":null,"source":{"id":"https://openalex.org/S4306400460","display_name":"Istanbul Technical University Academic Open Archive (Istanbul Technical University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I48912391","host_organization_name":"Istanbul Technical University","host_organization_lineage":["https://openalex.org/I48912391"],"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":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":56,"referenced_works":["https://openalex.org/W90989293","https://openalex.org/W630310231","https://openalex.org/W1605115964","https://openalex.org/W1721421031","https://openalex.org/W1915819341","https://openalex.org/W1968724348","https://openalex.org/W1970055845","https://openalex.org/W1990074259","https://openalex.org/W2010123231","https://openalex.org/W2012680574","https://openalex.org/W2017549279","https://openalex.org/W2023290297","https://openalex.org/W2038720791","https://openalex.org/W2041166092","https://openalex.org/W2045616819","https://openalex.org/W2065106956","https://openalex.org/W2078728958","https://openalex.org/W2092414635","https://openalex.org/W2104276083","https://openalex.org/W2111778852","https://openalex.org/W2145684247","https://openalex.org/W2168943719","https://openalex.org/W2171739801","https://openalex.org/W2176078833","https://openalex.org/W2180528919","https://openalex.org/W2285435892","https://openalex.org/W2318433484","https://openalex.org/W2479088077","https://openalex.org/W2489671742","https://openalex.org/W2521489633","https://openalex.org/W2522215603","https://openalex.org/W2546743630","https://openalex.org/W2550337906","https://openalex.org/W2550793565","https://openalex.org/W2564274127","https://openalex.org/W2566056580","https://openalex.org/W2598860896","https://openalex.org/W2604514723","https://openalex.org/W2726961920","https://openalex.org/W2762115915","https://openalex.org/W2767097575","https://openalex.org/W2796585211","https://openalex.org/W2804254711","https://openalex.org/W2805896482","https://openalex.org/W2806218374","https://openalex.org/W2806733456","https://openalex.org/W2807090271","https://openalex.org/W2888150070","https://openalex.org/W2890148141","https://openalex.org/W2890298760","https://openalex.org/W2892978442","https://openalex.org/W2902243749","https://openalex.org/W2947089384","https://openalex.org/W2968251180","https://openalex.org/W2974387602","https://openalex.org/W3129647864"],"related_works":["https://openalex.org/W2358200898","https://openalex.org/W4231184955","https://openalex.org/W2325765407","https://openalex.org/W2788012436","https://openalex.org/W618293728","https://openalex.org/W200604156","https://openalex.org/W2374784346","https://openalex.org/W2291845669","https://openalex.org/W4286615217","https://openalex.org/W3154723744"],"abstract_inverted_index":{"Purpose":[0],"The":[1,49,131,250,294,354,395],"companies":[2],"are":[3,52,167,207,337,372,387,453],"struggling":[4],"to":[5,9,45,137,158,198,327,339,366,389],"collect":[6],"invoices":[7],"due":[8],"the":[10,13,33,37,68,72,78,108,160,170,178,203,212,225,231,245,253,257,264,267,274,282,311,329,341,344,350,375,431],"decrease":[11],"in":[12,67,121,315,378],"economic":[14],"growth.":[15],"This":[16],"global":[17],"trend":[18],"does":[19],"not":[20],"only":[21],"affect":[22],"undeveloped":[23],"countries,":[24],"but":[25],"it":[26],"also":[27],"has":[28,215,227],"a":[29,42,85,98,139,187,416],"strong":[30],"impact":[31],"on":[32,54,202,218],"developed":[34],"countries.":[35],"Improving":[36],"debt":[38,57,81,183],"collection":[39,58,82,184],"process":[40,88],"become":[41],"significant":[43],"element":[44],"maintain":[46],"financial":[47],"stability.":[48],"institutions":[50],"that":[51,89,181,262],"specialized":[53],"collecting":[55],"payments,":[56],"agencies":[59,83],"and":[60,92,141,177,209,256,292,384,400,436,442],"their":[61,65],"call":[62,146,161,174,248,285,411,424],"centers,":[63],"with":[64,169,259,290],"expertise":[66],"field":[69],"can":[70,118,308,407,429],"improve":[71],"payment":[73],"process.":[74,185,204],"Yet,":[75],"managing":[76],"evaluating":[77,244,273],"performance":[79,362,370,426],"of":[80,100,112,114,133,172,211,247,252,284,343,349,361],"is":[84,97,136,156,191,196,269,325],"very":[86,270],"hard":[87],"involves":[90],"uncertainty":[91],"imprecision.":[93],"Performance":[94],"measurement":[95,163],"(PM)":[96],"combination":[99],"numerically":[101],"expressed":[102],"characteristics":[103],"which":[104,406,428,438],"give":[105],"insight":[106],"about":[107],"success":[109],"or":[110,129],"degree":[111],"accomplishment":[113],"an":[115,153,318,358,398],"activity.":[116],"PM":[117,143],"be":[119,241,408,440],"handled":[120],"various":[122],"levels":[123],"such":[124],"as":[125,230],"individual,":[126],"team,":[127],"department":[128],"company.":[130],"aim":[132],"this":[134,150,219,316,379],"study":[135],"present":[138],"systematic":[140],"objective":[142,359,399],"method":[144,422],"for":[145,243,266,272,280,300,374,403,423,455],"centers.":[147,249],"Design/methodology/approach":[148],"In":[149,364],"study,":[151,317],"first":[152,376],"exploratory":[154],"approach":[155,195,324,356,402],"used":[157,326,338,409],"understand":[159],"center":[162,175,286,412,425],"problem.":[164],"Several":[165],"meetings":[166,206,258],"done":[168],"representatives":[171],"both":[173],"firms":[176,180],"parent":[179],"outsource":[182],"Simultaneously,":[186],"broad":[188],"literature":[189,213,254],"review":[190,214,255],"conducted.":[192],"An":[193],"iterative":[194,220],"selected":[197],"reach":[199],"deeper":[200],"knowledge":[201],"New":[205],"planned":[208],"scope":[210],"changed":[216],"based":[217],"approach.":[221],"After":[222],"these":[223],"steps,":[224],"problem":[226,234],"been":[228],"considered":[229,242],"multi-criteria":[232,321,419],"decision-making":[233,420],"since":[235],"more":[236],"than":[237],"one":[238],"criteria":[239,268,287],"should":[240],"performances":[246,275],"result":[251],"experts":[260],"show":[261],"defining":[263,281],"weights":[265,283,342],"crucial":[271],"accurately.":[276],"Collecting":[277],"human":[278,312],"judgment":[279],"necessitates":[288],"dealing":[289],"vagueness":[291,435],"uncertainty.":[293,302],"intuitionistic":[295,305,319,334,445],"fuzzy":[296,306,320,418,446],"sets":[297,307],"excellent":[298],"tools":[299],"representing":[301],"Interval":[303],"valued":[304],"easily":[309],"represent":[310],"judgments.":[313],"Thus,":[314],"decision":[322,351],"making":[323],"design":[328],"proposed":[330,355,373],"methodology.":[331],"Incomplete":[332],"interval-valued":[333,444],"preference":[335,447],"relations":[336],"determine":[340],"indicators":[345],"aggregating":[346],"linguistic":[347],"evaluations":[348],"makers.":[352],"Findings":[353],"provides":[357],"calculation":[360],"measurement.":[363],"order":[365],"provide":[367],"objectivity,":[368],"indicator":[369,392,456],"functions":[371,383,452],"time":[377],"study.":[380],"Nine":[381],"different":[382],"related":[385],"parameters":[386],"defined":[388,454],"objectively":[390],"measure":[391],"performances.":[393],"Originality/value":[394],"paper":[396],"proposes":[397],"easy-to-modify":[401],"call-center":[404],"PM,":[405],"by":[410],"managers.":[413],"It":[414],"presents":[415],"new":[417,451],"(MCDM)":[421],"evaluation,":[427],"consider":[430],"multi-experts'":[432],"judgments":[433],"under":[434],"impreciseness,":[437],"may":[439],"conflicting":[441],"incomplete":[443],"relations.":[448],"Also":[449],"nine":[450],"performance.":[457]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":6},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":2}],"updated_date":"2026-06-19T17:40:00.097472","created_date":"2025-10-10T00:00:00"}