{"id":"https://openalex.org/W2912552916","doi":"https://doi.org/10.1007/978-3-030-11890-7_19","title":"Customer Experience Analytics in Insurance: Trajectory, Service Interaction and Contextual Data","display_name":"Customer Experience Analytics in Insurance: Trajectory, Service Interaction and Contextual Data","publication_year":2019,"publication_date":"2019-01-01","ids":{"openalex":"https://openalex.org/W2912552916","doi":"https://doi.org/10.1007/978-3-030-11890-7_19","mag":"2912552916"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-030-11890-7_19","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-11890-7_19","pdf_url":null,"source":{"id":"https://openalex.org/S2764905038","display_name":"Advances in intelligent systems and computing","issn_l":"2194-5357","issn":["2194-5357","2194-5365"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Advances in Intelligent Systems and Computing","raw_type":"book-chapter"},"type":"book-chapter","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/A5087390006","display_name":"Gilles Beaudon","orcid":null},"institutions":[{"id":"https://openalex.org/I140494188","display_name":"Universit\u00e9 de Technologie de Troyes","ror":"https://ror.org/01qhqcj41","country_code":"FR","type":"education","lineage":["https://openalex.org/I140494188"]}],"countries":["FR"],"is_corresponding":false,"raw_author_name":"Gilles Beaudon","raw_affiliation_strings":["Tech-CICO Team, Universit\u00e9 de Technologie de Troyes (UTT), 10300, Troyes, France"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Tech-CICO Team, Universit\u00e9 de Technologie de Troyes (UTT), 10300, Troyes, France","institution_ids":["https://openalex.org/I140494188"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5112566490","display_name":"Eddie Soulier","orcid":null},"institutions":[{"id":"https://openalex.org/I140494188","display_name":"Universit\u00e9 de Technologie de Troyes","ror":"https://ror.org/01qhqcj41","country_code":"FR","type":"education","lineage":["https://openalex.org/I140494188"]}],"countries":["FR"],"is_corresponding":false,"raw_author_name":"Eddie Soulier","raw_affiliation_strings":["Tech-CICO Team, Universit\u00e9 de Technologie de Troyes (UTT), 10300, Troyes, France"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Tech-CICO Team, Universit\u00e9 de Technologie de Troyes (UTT), 10300, Troyes, France","institution_ids":["https://openalex.org/I140494188"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.98,"has_fulltext":false,"cited_by_count":6,"citation_normalized_percentile":{"value":0.75126293,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":null,"issue":null,"first_page":"187","last_page":"198"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T13777","display_name":"Cognitive and psychological constructs research","score":0.9674000144004822,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T13777","display_name":"Cognitive and psychological constructs research","score":0.9674000144004822,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.954200029373169,"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/analytics","display_name":"Analytics","score":0.6454272270202637},{"id":"https://openalex.org/keywords/artifact","display_name":"Artifact (error)","score":0.6068741679191589},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5497300624847412},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.5267788171768188},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.51985102891922},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.5145248770713806},{"id":"https://openalex.org/keywords/dimension","display_name":"Dimension (graph theory)","score":0.45338356494903564},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.44494229555130005},{"id":"https://openalex.org/keywords/grasp","display_name":"GRASP","score":0.4194377660751343},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.3998583257198334},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.349648118019104},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.22113460302352905},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.21071282029151917},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.19563895463943481},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.18282485008239746}],"concepts":[{"id":"https://openalex.org/C79158427","wikidata":"https://www.wikidata.org/wiki/Q485396","display_name":"Analytics","level":2,"score":0.6454272270202637},{"id":"https://openalex.org/C2779010991","wikidata":"https://www.wikidata.org/wiki/Q2720909","display_name":"Artifact (error)","level":2,"score":0.6068741679191589},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5497300624847412},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5267788171768188},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.51985102891922},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.5145248770713806},{"id":"https://openalex.org/C33676613","wikidata":"https://www.wikidata.org/wiki/Q13415176","display_name":"Dimension (graph theory)","level":2,"score":0.45338356494903564},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.44494229555130005},{"id":"https://openalex.org/C171268870","wikidata":"https://www.wikidata.org/wiki/Q1486676","display_name":"GRASP","level":2,"score":0.4194377660751343},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3998583257198334},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.349648118019104},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.22113460302352905},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.21071282029151917},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.19563895463943481},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.18282485008239746},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C202444582","wikidata":"https://www.wikidata.org/wiki/Q837863","display_name":"Pure mathematics","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/978-3-030-11890-7_19","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-11890-7_19","pdf_url":null,"source":{"id":"https://openalex.org/S2764905038","display_name":"Advances in intelligent systems and computing","issn_l":"2194-5357","issn":["2194-5357","2194-5365"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Advances in Intelligent Systems and Computing","raw_type":"book-chapter"},{"id":"pmh:oai:HAL:hal-02311180v1","is_oa":false,"landing_page_url":"https://utt.hal.science/hal-02311180","pdf_url":null,"source":{"id":"https://openalex.org/S4306402512","display_name":"HAL (Le Centre pour la Communication Scientifique Directe)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1294671590","host_organization_name":"Centre National de la Recherche Scientifique","host_organization_lineage":["https://openalex.org/I1294671590"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Information Technology and Systems, pp.187-198, 2019, &#x27E8;10.1007/978-3-030-11890-7_19&#x27E9;","raw_type":"Book sections"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":34,"referenced_works":["https://openalex.org/W139953970","https://openalex.org/W1548182730","https://openalex.org/W1565331040","https://openalex.org/W1965827746","https://openalex.org/W1967661515","https://openalex.org/W1983275405","https://openalex.org/W1987364024","https://openalex.org/W2044222306","https://openalex.org/W2070013761","https://openalex.org/W2093981945","https://openalex.org/W2106099010","https://openalex.org/W2120117766","https://openalex.org/W2122060742","https://openalex.org/W2136451344","https://openalex.org/W2148940838","https://openalex.org/W2154843660","https://openalex.org/W2160604178","https://openalex.org/W2168201982","https://openalex.org/W2211716608","https://openalex.org/W2223419782","https://openalex.org/W2266294403","https://openalex.org/W2564545556","https://openalex.org/W2580850749","https://openalex.org/W2605348726","https://openalex.org/W2760948131","https://openalex.org/W2766224284","https://openalex.org/W2785381827","https://openalex.org/W2897902691","https://openalex.org/W2909363130","https://openalex.org/W2963322140","https://openalex.org/W3151685851","https://openalex.org/W4243761327","https://openalex.org/W4247794321","https://openalex.org/W6602391261"],"related_works":["https://openalex.org/W3013184534","https://openalex.org/W392435464","https://openalex.org/W2483231811","https://openalex.org/W2124748206","https://openalex.org/W2056522381","https://openalex.org/W2393045695","https://openalex.org/W2385901836","https://openalex.org/W2354761646","https://openalex.org/W592274603","https://openalex.org/W2422895071"],"abstract_inverted_index":null,"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":4},{"year":2020,"cited_by_count":1}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}
