{"id":"https://openalex.org/W2465446754","doi":null,"title":"Personal service request categories and their facilitation with self-service technologies","display_name":"Personal service request categories and their facilitation with self-service technologies","publication_year":2016,"publication_date":"2016-01-01","ids":{"openalex":"https://openalex.org/W2465446754","mag":"2465446754"},"language":"en","primary_location":{"id":"pmh:oai:lup-student-papers.lub.lu.se:8884296","doi":null,"is_oa":false,"landing_page_url":"http://lup.lub.lu.se/student-papers/record/8884296","pdf_url":null,"source":{"id":"https://openalex.org/S4306402420","display_name":"Lund University Publications Student Papers (Lund University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I187531555","host_organization_name":"Lund University","host_organization_lineage":["https://openalex.org/I187531555"],"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":"H1"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"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/A5000110911","display_name":"Sabrina Dettmering","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Sabrina Dettmering","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5068259120","display_name":"Frederik Mues","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Frederik Mues","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.364300012588501,"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.364300012588501,"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/T12128","display_name":"AI in Service Interactions","score":0.358599990606308,"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/T11536","display_name":"Consumer Retail Behavior Studies","score":0.1492999941110611,"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/self-service-technology","display_name":"self-service technology","score":0.9490000009536743},{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.7490000128746033},{"id":"https://openalex.org/keywords/self-service-retail","display_name":"self-service retail","score":0.7390000224113464},{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.3919999897480011},{"id":"https://openalex.org/keywords/photo-elicitation","display_name":"photo-elicitation","score":0.8339999914169312}],"concepts":[{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6038736701011658},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5399226546287537},{"id":"https://openalex.org/C94124525","wikidata":"https://www.wikidata.org/wiki/Q912550","display_name":"Categorization","level":2,"score":0.5204610824584961},{"id":"https://openalex.org/C85973986","wikidata":"https://www.wikidata.org/wiki/Q1091731","display_name":"Exploratory research","level":2,"score":0.4698944091796875},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.4521598219871521},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.4468223452568054},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.4316188097000122},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.42029237747192383},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.28308796882629395},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.27437931299209595},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.10022339224815369},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.09321838617324829},{"id":"https://openalex.org/C19165224","wikidata":"https://www.wikidata.org/wiki/Q23404","display_name":"Anthropology","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:lup-student-papers.lub.lu.se:8884296","doi":null,"is_oa":false,"landing_page_url":"http://lup.lub.lu.se/student-papers/record/8884296","pdf_url":null,"source":{"id":"https://openalex.org/S4306402420","display_name":"Lund University Publications Student Papers (Lund University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I187531555","host_organization_name":"Lund University","host_organization_lineage":["https://openalex.org/I187531555"],"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":"H1"},{"id":"mag:2465446754","doi":null,"is_oa":false,"landing_page_url":"https://lup.lub.lu.se/student-papers/record/8884296/file/8884301.pdf","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":101,"referenced_works":["https://openalex.org/W103428947","https://openalex.org/W1484437671","https://openalex.org/W1485667761","https://openalex.org/W1496698723","https://openalex.org/W1505999675","https://openalex.org/W1516015339","https://openalex.org/W1584883541","https://openalex.org/W1595122253","https://openalex.org/W1674618355","https://openalex.org/W1689771227","https://openalex.org/W1907456018","https://openalex.org/W1927405303","https://openalex.org/W1942133575","https://openalex.org/W1966403708","https://openalex.org/W1971052900","https://openalex.org/W1974574267","https://openalex.org/W1974727520","https://openalex.org/W1979907230","https://openalex.org/W1980483962","https://openalex.org/W1983895294","https://openalex.org/W1986624246","https://openalex.org/W1995561053","https://openalex.org/W1997321280","https://openalex.org/W1999625179","https://openalex.org/W2011958871","https://openalex.org/W2012565193","https://openalex.org/W2012958166","https://openalex.org/W2013161201","https://openalex.org/W2014679858","https://openalex.org/W2016834792","https://openalex.org/W2017207314","https://openalex.org/W2017457019","https://openalex.org/W2022464988","https://openalex.org/W2023669794","https://openalex.org/W2026169005","https://openalex.org/W2026368098","https://openalex.org/W2028359368","https://openalex.org/W2029483732","https://openalex.org/W2032177814","https://openalex.org/W2032698586","https://openalex.org/W2033310574","https://openalex.org/W2036105485","https://openalex.org/W2038125955","https://openalex.org/W2039366827","https://openalex.org/W2042113379","https://openalex.org/W2042399691","https://openalex.org/W2043947871","https://openalex.org/W2044197959","https://openalex.org/W2047590802","https://openalex.org/W2048137308","https://openalex.org/W2052550479","https://openalex.org/W2053067841","https://openalex.org/W2055234513","https://openalex.org/W2059179344","https://openalex.org/W2059839108","https://openalex.org/W2060581635","https://openalex.org/W2063462484","https://openalex.org/W2063502596","https://openalex.org/W2066866877","https://openalex.org/W2067718403","https://openalex.org/W2070919816","https://openalex.org/W2074890228","https://openalex.org/W2086659686","https://openalex.org/W2087750581","https://openalex.org/W2087873372","https://openalex.org/W2089092465","https://openalex.org/W2093505263","https://openalex.org/W2094013842","https://openalex.org/W2095743576","https://openalex.org/W2096741258","https://openalex.org/W2099521316","https://openalex.org/W2108414166","https://openalex.org/W2118401512","https://openalex.org/W2123031447","https://openalex.org/W2125706233","https://openalex.org/W2131919497","https://openalex.org/W2135526934","https://openalex.org/W2142325887","https://openalex.org/W2142418121","https://openalex.org/W2144336601","https://openalex.org/W2150563888","https://openalex.org/W2151440967","https://openalex.org/W2152648683","https://openalex.org/W2154058461","https://openalex.org/W2154886019","https://openalex.org/W2159898063","https://openalex.org/W2170463993","https://openalex.org/W2175227141","https://openalex.org/W2208727820","https://openalex.org/W2285317706","https://openalex.org/W2314629644","https://openalex.org/W2329397635","https://openalex.org/W2490371389","https://openalex.org/W2616380801","https://openalex.org/W2799071688","https://openalex.org/W2900656925","https://openalex.org/W3005878141","https://openalex.org/W3124427380","https://openalex.org/W3146915667","https://openalex.org/W3147181238","https://openalex.org/W3171865555"],"related_works":["https://openalex.org/W1603054391","https://openalex.org/W2935982094","https://openalex.org/W4313052945","https://openalex.org/W4229367932","https://openalex.org/W4387455736","https://openalex.org/W3202398216","https://openalex.org/W2012996767","https://openalex.org/W2150563888","https://openalex.org/W2470951183","https://openalex.org/W2419863099"],"abstract_inverted_index":{"The":[0],"purpose":[1],"of":[2,56,119,145,207,224,230,241,254,267,282,291,296,306],"this":[3,31,106,182,225,231,283,307],"research":[4,54,95,183,232],"is":[5,42,233,285],"to":[6,15,19,65,135,197,257,263,273],"identify":[7],"and":[8,14,39,60,70,81,88,115,170,177,193,293],"categorize":[9],"customer\u2019s":[10,189],"personal":[11,57,190,209,244,276],"service":[12,38,59,191,210,245,277],"requests":[13,192],"determine":[16],"the":[17,34,53,73,78,86,94,122,136,195,208,222,242,265,286,289,294,304],"extent":[18,196],"which":[20,76,198,298],"these":[21,199],"categories":[22,212,247],"can":[23,200,248,270],"be":[24,201,249,271],"facilitated":[25,202],"with":[26,203],"self-service":[27,110],"technologies":[28],"(SST).":[29],"Hence,":[30],"study":[32,104,107,123,284],"bridges":[33],"gap":[35,48],"between":[36,52,288],"customer":[37,58,173],"self-service.":[40],"This":[41],"particularly":[43],"relevant,":[44],"as":[45],"a":[46,83,97,101,109,154,251],"knowledge":[47],"has":[49,299],"been":[50,300],"identified":[51,243,301],"field":[55],"SST.":[61],"Thus,":[62],"concepts":[63],"significant":[64],"both":[66],"fields":[67],"are":[68],"reviewed":[69],"applied":[71],"in":[72,113,133,149],"preliminary":[74],"framework":[75],"guides":[77],"data":[79,120,137,141],"collection":[80,121],"provides":[82],"structure":[84],"for":[85],"findings":[87,223,305],"analysis.":[89,138],"Considering":[90],"it\u2019s":[91],"exploratory":[92],"nature,":[93],"applies":[96],"qualitative":[98],"approach.":[99],"Following":[100],"single":[102],"case":[103],"approach,":[105],"utilizes":[108],"retail":[111],"store":[112],"Sweden":[114],"UK.":[116],"In":[117,153],"terms":[118],"implements":[124],"an":[125,130],"abductive":[126],"approach":[127],"while":[128],"taking":[129],"interpretivist":[131],"stance":[132],"regard":[134],"Aiming":[139],"at":[140],"triangulation,":[142],"multiple":[143],"sources":[144],"evidence":[146],"were":[147,159,175,260],"deployed":[148],"two":[150],"different":[151],"markets.":[152],"first":[155],"step,":[156],"participant":[157],"observations":[158],"carried":[160],"out":[161],"before":[162],"employee":[163,168],"shadowing.":[164],"Thereafter,":[165],"ten":[166],"semi-structured":[167],"interviews":[169,174],"twenty":[171],"in-depth":[172],"conducted":[176],"supported":[178],"by":[179,187],"photo-elicitation.":[180],"Finally,":[181],"accomplished":[184],"its":[185],"objectives":[186],"categorizing":[188],"identifying":[194],"SSTs.":[204],"While":[205],"some":[206],"request":[211,246,278],"confirm":[213],"or":[214],"reject":[215],"existing":[216],"knowledge,":[217],"others":[218],"newly":[219,237],"emerged":[220],"from":[221],"study.":[226,308],"An":[227],"unexpected":[228],"finding":[229],"that":[234,269],"based":[235,302],"on":[236,303],"developed":[238],"criteria":[239,259],"each":[240,275],"assigned":[250],"distinct":[252],"level":[253,266,290,295],"advisory.":[255],"Similar":[256],"this,":[258],"also":[261],"established":[262],"assess":[264],"SST":[268,297],"utilized":[272],"facilitate":[274],"category.":[279],"Another":[280],"contribution":[281],"relationship":[287],"advisory":[292]},"counts_by_year":[],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-07-22T00:00:00"}