Publication Information

{'id': 'https://openalex.org/W634225493', 'doi': 'https://doi.org/10.4324/9781315253879', 'title': 'Gower Handbook of Call and Contact Centre Management', 'display_name': 'Gower Handbook of Call and Contact Centre Management', 'publication_year': 2017, 'publication_date': '2017-05-15', 'ids': {'openalex': 'https://openalex.org/W634225493', 'doi': 'https://doi.org/10.4324/9781315253879', 'mag': '634225493'}, 'language': 'en', 'primary_location': {'is_oa': False, 'landing_page_url': 'https://doi.org/10.4324/9781315253879', 'pdf_url': None, 'source': {'id': 'https://openalex.org/S4306463855', 'display_name': 'Routledge eBooks', 'issn_l': None, 'issn': None, 'is_oa': False, 'is_in_doaj': False, 'is_core': False, 'host_organization': 'https://openalex.org/P4310320449', 'host_organization_name': 'Informa', 'host_organization_lineage': ['https://openalex.org/P4310320449'], 'host_organization_lineage_names': ['Informa'], 'type': 'ebook platform'}, 'license': None, 'license_id': None, 'version': None, 'is_accepted': False, 'is_published': False}, 'type': 'book', 'type_crossref': 'book', 'indexed_in': ['crossref'], 'open_access': {'is_oa': False, 'oa_status': 'closed', 'oa_url': None, 'any_repository_has_fulltext': False}, 'authorships': [{'author_position': 'first', 'author': {'id': 'https://openalex.org/A5029908423', 'display_name': 'Natalie Calvert', 'orcid': None}, 'institutions': [], 'countries': [], 'is_corresponding': True, 'raw_author_name': 'Natalie Calvert', 'raw_affiliation_strings': [], 'affiliations': []}], 'institution_assertions': [], 'countries_distinct_count': 0, 'institutions_distinct_count': 0, 'corresponding_author_ids': ['https://openalex.org/A5029908423'], 'corresponding_institution_ids': [], 'apc_list': None, 'apc_paid': None, 'fwci': 0.0, 'has_fulltext': False, 'cited_by_count': 7, 'citation_normalized_percentile': {'value': 0.0, 'is_in_top_1_percent': False, 'is_in_top_10_percent': False}, 'cited_by_percentile_year': {'min': 82, 'max': 83}, 'biblio': {'volume': None, 'issue': None, 'first_page': None, 'last_page': None}, 'is_retracted': False, 'is_paratext': False, 'primary_topic': {'id': 'https://openalex.org/T11912', 'display_name': 'Outsourcing and Supply Chain Management', 'score': 0.3523, '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/T11912', 'display_name': 'Outsourcing and Supply Chain Management', 'score': 0.3523, '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/call-centre', 'display_name': 'Call centre', 'score': 0.7108846}], 'concepts': [{'id': 'https://openalex.org/C2779808267', 'wikidata': 'https://www.wikidata.org/wiki/Q476796', 'display_name': 'Call centre', 'level': 2, 'score': 0.7108846}, {'id': 'https://openalex.org/C144024400', 'wikidata': 'https://www.wikidata.org/wiki/Q21201', 'display_name': 'Sociology', 'level': 0, 'score': 0.33642304}, {'id': 'https://openalex.org/C41008148', 'wikidata': 'https://www.wikidata.org/wiki/Q21198', 'display_name': 'Computer science', 'level': 0, 'score': 0.31989044}, {'id': 'https://openalex.org/C76155785', 'wikidata': 'https://www.wikidata.org/wiki/Q418', 'display_name': 'Telecommunications', 'level': 1, 'score': 0.22785035}], 'mesh': [], 'locations_count': 1, 'locations': [{'is_oa': False, 'landing_page_url': 'https://doi.org/10.4324/9781315253879', 'pdf_url': None, 'source': {'id': 'https://openalex.org/S4306463855', 'display_name': 'Routledge eBooks', 'issn_l': None, 'issn': None, 'is_oa': False, 'is_in_doaj': False, 'is_core': False, 'host_organization': 'https://openalex.org/P4310320449', 'host_organization_name': 'Informa', 'host_organization_lineage': ['https://openalex.org/P4310320449'], 'host_organization_lineage_names': ['Informa'], 'type': 'ebook platform'}, 'license': None, 'license_id': None, 'version': None, 'is_accepted': False, 'is_published': False}], 'best_oa_location': None, 'sustainable_development_goals': [{'display_name': 'Industry, innovation and infrastructure', 'score': 0.45, 'id': 'https://metadata.un.org/sdg/9'}], 'grants': [], 'datasets': [], 'versions': [], 'referenced_works_count': 0, 'referenced_works': [], 'related_works': ['https://openalex.org/W98394836', 'https://openalex.org/W3121195659', 'https://openalex.org/W3112144881', 'https://openalex.org/W2899084033', 'https://openalex.org/W2748952813', 'https://openalex.org/W2080708470', 'https://openalex.org/W2067120651', 'https://openalex.org/W2043388748', 'https://openalex.org/W2006761565', 'https://openalex.org/W1537886602'], 'abstract_inverted_index': {'Contents:': [0], 'List': [1, 4], 'of': [2, 5, 35, 72, 123, 129], 'figures': [3], 'tables': [6], 'Notes': [7], 'on': [8], 'contributors': [9], 'Foreword,': [10], 'Anne-Marie': [11], 'Forsyth': [12], 'Introduction,': [13], 'Natalie': [14, 17], 'Calvert': [15], 'Acknowledgements,': [16], 'Calvert.': [18], 'Part': [19, 59, 109, 179, 215, 242], 'I': [20], 'The': [21, 47, 61, 64, 70, 121, 185, 227, 244, 246], 'Business': [22], 'Plan:': [23], 'Vision': [24], 'and': [25, 43, 90, 131, 176, 183, 207], 'strategy,': [26, 92], 'Rob': [27], 'Pike': [28], 'Putting': [29], 'the': [30, 33, 73, 82, 155], 'customer': [31, 156, 223], 'at': [32], 'heart': [34], 'your': [36], 'contact': [37, 48, 65, 138, 157], 'centre,': [38, 139, 158], 'David': [39, 133, 225], 'Rance': [40], 'Financial': [41], 'planning': [42], 'budgeting,': [44], 'Tony': [45], 'McSweeney': [46], 'centre': [49, 66, 115], 'environment,': [50], 'Clive': [51], 'McAfee': [52], 'Case': [53], 'study:': [54], 'intelligent': [55], 'finance,': [56], 'Jim': [57], 'Spowart.': [58], 'II': [60], 'People': [62], 'Factor:': [63], 'manager,': [67], 'Cheryl': [68], 'Black': [69], 'role': [71], 'team': [74], 'leader,': [75], 'Angela': [76], 'Hunter': [77], 'Coaching,': [78], 'Archie': [79], 'Shevlin': [80], 'Recruiting': [81], 'right': [83], 'teams,': [84], 'Kai': [85], 'McCabe': [86], 'Building': [87, 217], 'a': [88], 'training': [89], 'development': [91], 'Sally': [93], 'Pollock': [94], 'et': [95, 240], 'al': [96], 'Performance': [97], 'management,': [98, 202], 'Michael': [99], 'Esau': [100], 'Working': [101], 'conditions,': [102], 'Donald': [103], 'MacDonald': [104], 'Retaining': [105], 'staff,': [106], 'Greg': [107], 'Wilkie.': [108], 'III': [110], 'Contact': [111, 114], 'Centre': [112], 'Technology:': [113], 'technology': [116, 172], 'in': [117, 163], 'context,': [118], 'Steve': [119], 'Pink': [120], 'history': [122], 'call': [124, 136, 148], 'distribution,': [125], 'John': [126, 177], 'Taylor': [127], 'Convergence': [128], 'voice': [130], 'data,': [132], 'Mackenzie': [134], 'From': [135], 'to': [137], 'Markus': [140], 'Recker': [141], 'Predictive': [142], 'dialling': [143], 'summary,': [144], 'Colin': [145, 189], 'Chave': [146], 'Automated': [147], 'handling,': [149], 'Caroline': [150], 'Griffiths': [151], 'Integrated': [152], 'messaging': [153], 'into': [154], 'Andy': [159], 'Barker': [160], 'Customer': [161, 219], 'management': [162, 197], 'practice,': [164], 'Dave': [165], 'Howard': [166], 'Self-service,': [167], 'Peter': [168], 'McCarthy': [169], 'Quality': [170, 205], 'management:': [171], 'perspective,': [173], 'Paul': [174], 'Smedley': [175], 'Wilkinson.': [178], 'IV': [180], 'Standards,': [181], 'Processes': [182], 'Outsourcing:': [184], 'CCA': [186], 'standard': [187], 'framework,': [188], 'MacKay': [190], 'Developing': [191], 'customer-centric': [192], 'processes,': [193], 'Stephen': [194], 'Parry': [195], 'Workforce': [196], 'process,': [198], 'Simon': [199], 'Priestley': [200], 'Resource': [201], 'Carol': [203], 'Borghesi': [204], 'monitoring': [206], 'service': [208], 'improvement,': [209], 'Costas': [210], 'Johnson': [211], 'Outsourcing,': [212], 'Mike': [213], 'Havard.': [214], 'V': [216], 'Profitable': [218], 'Relationships:': [220], 'Creating': [221], 'profitable': [222], 'interactions,': [224], 'Seccombe': [226], 'inside-sales': [228], 'force,': [229], 'Richard': [230], 'Stollery': [231], 'High-impact': [232], 'telemarketing,': [233], 'Fabienne': [234], 'Tyler': [235], 'Managing': [236], 'campaigns,': [237], 'Laurin': [238], 'McDonald': [239], 'al.': [241], 'VI': [243], 'Future:': [245], 'information': [247], 'revolution,': [248], 'Graham': [249], 'Whitehead': [250], 'Preparing': [251], 'for': [252], "tomorrow's": [253], 'customer,': [254], 'Melanie': [255], 'Howard.': [256], 'Glossary': [257], 'Useful': [258], 'addresses': [259], 'Index.': [260]}, 'cited_by_api_url': 'https://api.openalex.org/works?filter=cites:W634225493', 'counts_by_year': [{'year': 2014, 'cited_by_count': 1}], 'updated_date': '2024-12-10T06:04:03.120581', 'created_date': '2016-06-24'}