{"id":"https://openalex.org/W2017413252","doi":"https://doi.org/10.1145/2070710.2070712","title":"From information to operations","display_name":"From information to operations","publication_year":2011,"publication_date":"2011-12-01","ids":{"openalex":"https://openalex.org/W2017413252","doi":"https://doi.org/10.1145/2070710.2070712","mag":"2017413252"},"language":"en","primary_location":{"id":"doi:10.1145/2070710.2070712","doi":"https://doi.org/10.1145/2070710.2070712","is_oa":false,"landing_page_url":"https://doi.org/10.1145/2070710.2070712","pdf_url":null,"source":{"id":"https://openalex.org/S4210170305","display_name":"ACM Transactions on Management Information Systems","issn_l":"2158-656X","issn":["2158-656X","2158-6578"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","dongbi-c","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"ACM Transactions on Management Information Systems","raw_type":"journal-article"},"volume":null,"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/A5050411634","display_name":"Balaji Padmanabhan","orcid":"https://orcid.org/0000-0002-3498-0778","observed_orcids":["https://orcid.org/0000-0002-3498-0778"]},"institutions":[{"id":"https://openalex.org/I2613432","display_name":"University of South Florida","ror":"https://ror.org/032db5x82","country_code":"US","type":"education","lineage":["https://openalex.org/I2613432"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Balaji Padmanabhan","raw_affiliation_strings":["University of South Florida, Tampa, FL","Univ. of South Florida, Tampa, Fl.#TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of South Florida, Tampa, FL","institution_ids":["https://openalex.org/I2613432"]},{"raw_affiliation_string":"Univ. of South Florida, Tampa, Fl.#TAB#","institution_ids":["https://openalex.org/I2613432"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5059350995","display_name":"Alan R. Hevner","orcid":"https://orcid.org/0000-0003-4953-3900","observed_orcids":["https://orcid.org/0000-0003-4953-3900"]},"institutions":[{"id":"https://openalex.org/I2613432","display_name":"University of South Florida","ror":"https://ror.org/032db5x82","country_code":"US","type":"education","lineage":["https://openalex.org/I2613432"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Alan Hevner","raw_affiliation_strings":["University of South Florida, Tampa, FL","Univ. of South Florida, Tampa, Fl.#TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of South Florida, Tampa, FL","institution_ids":["https://openalex.org/I2613432"]},{"raw_affiliation_string":"Univ. of South Florida, Tampa, Fl.#TAB#","institution_ids":["https://openalex.org/I2613432"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5019671327","display_name":"Michael Cuenco","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I78559203","display_name":"FedEx (United States)","ror":"https://ror.org/04ps7x844","country_code":"US","type":"company","lineage":["https://openalex.org/I78559203"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Michael Cuenco","raw_affiliation_strings":["FedEx Services Corporation, Memphis, TN"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"FedEx Services Corporation, Memphis, TN","institution_ids":["https://openalex.org/I78559203"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5010801153","display_name":"Crystal Shi","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I78559203","display_name":"FedEx (United States)","ror":"https://ror.org/04ps7x844","country_code":"US","type":"company","lineage":["https://openalex.org/I78559203"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Crystal Shi","raw_affiliation_strings":["FedEx Services Corporation, Memphis, TN"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"FedEx Services Corporation, Memphis, TN","institution_ids":["https://openalex.org/I78559203"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":5.566,"has_fulltext":false,"cited_by_count":42,"citation_normalized_percentile":{"value":0.95145799,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"2","issue":"4","first_page":"1","last_page":"21"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9980000257492065,"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"}},"topics":[{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9980000257492065,"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"}},{"id":"https://openalex.org/T11891","display_name":"Big Data and Business Intelligence","score":0.00139999995008111,"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.0003000000142492354,"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-churn-prediction","display_name":"customer churn prediction","score":0.8970000147819519},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.640999972820282},{"id":"https://openalex.org/keywords/business-intelligence-dashboard","display_name":"business intelligence dashboard","score":0.7009999752044678},{"id":"https://openalex.org/keywords/service-quality-index","display_name":"service quality index","score":0.871999979019165},{"id":"https://openalex.org/keywords/business-operations","display_name":"business operations","score":0.41100001335144043},{"id":"https://openalex.org/keywords/customer-demographics","display_name":"consumer demographics","score":0.3779999911785126}],"concepts":[{"id":"https://openalex.org/C33499554","wikidata":"https://www.wikidata.org/wiki/Q1417134","display_name":"Dashboard","level":2,"score":0.7050249576568604},{"id":"https://openalex.org/C2767350","wikidata":"https://www.wikidata.org/wiki/Q6662173","display_name":"Business intelligence","level":2,"score":0.687088131904602},{"id":"https://openalex.org/C2780084366","wikidata":"https://www.wikidata.org/wiki/Q37732","display_name":"Demographics","level":2,"score":0.6716113090515137},{"id":"https://openalex.org/C136197465","wikidata":"https://www.wikidata.org/wiki/Q1729295","display_name":"Variety (cybernetics)","level":2,"score":0.5745300054550171},{"id":"https://openalex.org/C75949130","wikidata":"https://www.wikidata.org/wiki/Q848010","display_name":"Database transaction","level":2,"score":0.5500796437263489},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5246039628982544},{"id":"https://openalex.org/C127722929","wikidata":"https://www.wikidata.org/wiki/Q7833714","display_name":"Transaction data","level":3,"score":0.5000669956207275},{"id":"https://openalex.org/C37952496","wikidata":"https://www.wikidata.org/wiki/Q5001829","display_name":"Business analytics","level":4,"score":0.48645731806755066},{"id":"https://openalex.org/C79158427","wikidata":"https://www.wikidata.org/wiki/Q485396","display_name":"Analytics","level":2,"score":0.4692038893699646},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.4603988230228424},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4438059329986572},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.39581865072250366},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3916229009628296},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.39159315824508667},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.3901960253715515},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3635965883731842},{"id":"https://openalex.org/C4216890","wikidata":"https://www.wikidata.org/wiki/Q815823","display_name":"Business model","level":2,"score":0.21985232830047607},{"id":"https://openalex.org/C65257409","wikidata":"https://www.wikidata.org/wiki/Q734253","display_name":"Electronic business","level":3,"score":0.15750187635421753},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.13373947143554688},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.11373621225357056},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C149923435","wikidata":"https://www.wikidata.org/wiki/Q37732","display_name":"Demography","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/2070710.2070712","doi":"https://doi.org/10.1145/2070710.2070712","is_oa":false,"landing_page_url":"https://doi.org/10.1145/2070710.2070712","pdf_url":null,"source":{"id":"https://openalex.org/S4210170305","display_name":"ACM Transactions on Management Information Systems","issn_l":"2158-656X","issn":["2158-656X","2158-6578"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","dongbi-c","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"ACM Transactions on Management Information Systems","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9","score":0.5899999737739563}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":35,"referenced_works":["https://openalex.org/W121382394","https://openalex.org/W1522459123","https://openalex.org/W1530646585","https://openalex.org/W1969766319","https://openalex.org/W1976584200","https://openalex.org/W1979907230","https://openalex.org/W1985876643","https://openalex.org/W1989785514","https://openalex.org/W1990788070","https://openalex.org/W1998320186","https://openalex.org/W2005560979","https://openalex.org/W2006153161","https://openalex.org/W2027617211","https://openalex.org/W2039664394","https://openalex.org/W2043723990","https://openalex.org/W2046491831","https://openalex.org/W2047562908","https://openalex.org/W2067594023","https://openalex.org/W2076111670","https://openalex.org/W2076313627","https://openalex.org/W2099358844","https://openalex.org/W2106772961","https://openalex.org/W2111872563","https://openalex.org/W2115383008","https://openalex.org/W2129830652","https://openalex.org/W2136451344","https://openalex.org/W2136806966","https://openalex.org/W2139921829","https://openalex.org/W2142752589","https://openalex.org/W2146289756","https://openalex.org/W2147953360","https://openalex.org/W2161634631","https://openalex.org/W3093398451","https://openalex.org/W3146362880","https://openalex.org/W6792274834"],"related_works":["https://openalex.org/W2522183638","https://openalex.org/W7165525839","https://openalex.org/W3020012141","https://openalex.org/W2089142679","https://openalex.org/W4417130621","https://openalex.org/W4409287322","https://openalex.org/W7163718031","https://openalex.org/W7168136254","https://openalex.org/W6941351876","https://openalex.org/W2184365720"],"abstract_inverted_index":{"In":[0],"business,":[1],"information":[2,10],"is":[3,17],"abundant.":[4],"Yet,":[5],"effective":[6],"use":[7],"of":[8,29,69,74,84,105,127,136],"that":[9],"to":[11,51,118,130],"inform":[12],"and":[13,36,53,111,121],"drive":[14],"business":[15,133],"operations":[16,134],"a":[18,26,58,72,85],"challenge.":[19],"Our":[20],"industry-university":[21],"collaborative":[22],"project":[23],"draws":[24],"from":[25],"rich":[27],"dataset":[28],"commercial":[30],"demographics,":[31],"transaction":[32],"history,":[33],"product":[34],"features,":[35],"Service":[37],"Quality":[38],"Index":[39],"(SQI)":[40],"factors":[41],"on":[42,78,103],"shipping":[43],"transactions":[44],"at":[45],"FedEx.":[46],"We":[47],"apply":[48],"inductive":[49],"methods":[50],"understand":[52],"predict":[54],"customer":[55,96,137],"churn":[56,70],"in":[57],"noncontractual":[59],"setting.":[60],"Results":[61],"identify":[62],"several":[63],"SQI":[64,112],"variables":[65,107],"as":[66,90,109],"important":[67],"determinants":[68],"across":[71],"variety":[73],"analytic":[75],"approaches.":[76],"Building":[77],"this":[79],"we":[80],"propose":[81],"the":[82,125,131],"design":[83],"Business":[86],"Intelligence":[87],"(BI)":[88],"dashboard":[89],"an":[91],"innovative":[92],"approach":[93],"for":[94],"increasing":[95],"retention":[97],"by":[98,123],"identifying":[99],"potential":[100],"churners":[101],"based":[102],"combinations":[104],"predictor":[106],"such":[108],"demographics":[110],"factors.":[113],"This":[114],"empirical":[115],"study":[116],"contributes":[117],"BI":[119],"research":[120],"practice":[122],"demonstrating":[124],"application":[126],"data":[128],"analytics":[129],"fundamental":[132],"problem":[135],"churn.":[138]},"counts_by_year":[{"year":2024,"cited_by_count":4},{"year":2023,"cited_by_count":6},{"year":2021,"cited_by_count":5},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":11},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":3},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":4}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2016-06-24T00:00:00"}