{"id":"https://openalex.org/W2007678946","doi":"https://doi.org/10.1145/500956.500977","title":"Using a ten step plan to provide outstanding customer service","display_name":"Using a ten step plan to provide outstanding customer service","publication_year":2001,"publication_date":"2001-01-01","ids":{"openalex":"https://openalex.org/W2007678946","doi":"https://doi.org/10.1145/500956.500977","mag":"2007678946"},"language":"en","primary_location":{"is_oa":false,"landing_page_url":"https://doi.org/10.1145/500956.500977","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false},"type":"article","type_crossref":"proceedings-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/A5002493485","display_name":"Betsy Layman","orcid":null},"institutions":[{"id":"https://openalex.org/I16285277","display_name":"William & Mary","ror":"https://ror.org/03hsf0573","country_code":"US","type":"education","lineage":["https://openalex.org/I16285277"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Betsy Layman","raw_affiliation_strings":["The College of William & Mary Williamsburg VA"],"affiliations":[{"raw_affiliation_string":"The College of William & Mary Williamsburg VA","institution_ids":["https://openalex.org/I16285277"]}]}],"institution_assertions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5002493485"],"corresponding_institution_ids":["https://openalex.org/I16285277"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"fulltext_origin":"ngrams","cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":0,"max":59},"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.0534,"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":0.0534,"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/customer-service","display_name":"Customer Service","score":0.6164597},{"id":"https://openalex.org/keywords/customer-service-assurance","display_name":"Customer Service Assurance","score":0.44367412}],"concepts":[{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.6164597},{"id":"https://openalex.org/C2776505523","wikidata":"https://www.wikidata.org/wiki/Q4785468","display_name":"Plan (archaeology)","level":2,"score":0.6155989},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6132818},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.564045},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.44367412},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.33201128},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.2633642},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.24395889},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.21584523},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.13383928},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.05050859},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"is_oa":false,"landing_page_url":"https://doi.org/10.1145/500956.500977","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false}],"best_oa_location":null,"sustainable_development_goals":[],"grants":[],"datasets":[],"versions":[],"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W837083171","https://openalex.org/W2760924577","https://openalex.org/W2415257766","https://openalex.org/W2406911313","https://openalex.org/W2398703056","https://openalex.org/W2354542942","https://openalex.org/W2046459745","https://openalex.org/W2043168864","https://openalex.org/W2006492460","https://openalex.org/W1823398349"],"abstract_inverted_index":{"In":[0],"this":[1],"paper,":[2],"I":[3],"describe":[4],"the":[5],"ten":[6],"steps":[7],"for":[8],"providing":[9],"outstanding":[10],"customer":[11],"service.":[12]},"cited_by_api_url":"https://api.openalex.org/works?filter=cites:W2007678946","counts_by_year":[],"updated_date":"2024-12-08T02:38:45.462099","created_date":"2016-06-24"}