{"id":"https://openalex.org/W2916117297","doi":"https://doi.org/10.1007/978-3-030-11935-5_33","title":"HappyGuest\u2014A System for Hospitality Complaint Management Based on an Academic-Industry Partnership","display_name":"HappyGuest\u2014A System for Hospitality Complaint Management Based on an Academic-Industry Partnership","publication_year":2019,"publication_date":"2019-01-01","ids":{"openalex":"https://openalex.org/W2916117297","doi":"https://doi.org/10.1007/978-3-030-11935-5_33","mag":"2916117297"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-030-11935-5_33","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-11935-5_33","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/A5108039067","display_name":"\u00c2ngela Pereira","orcid":"https://orcid.org/0000-0003-1363-6465"},"institutions":[{"id":"https://openalex.org/I169427155","display_name":"Instituto Polit\u00e9cnico de Leiria","ror":"https://ror.org/010dvvh94","country_code":"PT","type":"education","lineage":["https://openalex.org/I169427155"]}],"countries":["PT"],"is_corresponding":true,"raw_author_name":"Angela Pereira","raw_affiliation_strings":["CiTUR\u2014Tourism Applied Research Centre\u2014ESTM, Leiria, Portugal","Polytechnic Institute of Leiria, Leiria, Portugal"],"affiliations":[{"raw_affiliation_string":"CiTUR\u2014Tourism Applied Research Centre\u2014ESTM, Leiria, Portugal","institution_ids":[]},{"raw_affiliation_string":"Polytechnic Institute of Leiria, Leiria, Portugal","institution_ids":["https://openalex.org/I169427155"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5004118825","display_name":"Micaela Esteves","orcid":"https://orcid.org/0000-0003-2350-5055"},"institutions":[{"id":"https://openalex.org/I169427155","display_name":"Instituto Polit\u00e9cnico de Leiria","ror":"https://ror.org/010dvvh94","country_code":"PT","type":"education","lineage":["https://openalex.org/I169427155"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Micaela Esteves","raw_affiliation_strings":["CIIC\u2014Computer Science and Communication Research\u2014ESTG, Leiria, Portugal","Polytechnic Institute of Leiria, Leiria, Portugal"],"affiliations":[{"raw_affiliation_string":"CIIC\u2014Computer Science and Communication Research\u2014ESTG, Leiria, Portugal","institution_ids":["https://openalex.org/I169427155"]},{"raw_affiliation_string":"Polytechnic Institute of Leiria, Leiria, Portugal","institution_ids":["https://openalex.org/I169427155"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5054629277","display_name":"Rosa Matias","orcid":"https://orcid.org/0000-0002-1329-5691"},"institutions":[{"id":"https://openalex.org/I169427155","display_name":"Instituto Polit\u00e9cnico de Leiria","ror":"https://ror.org/010dvvh94","country_code":"PT","type":"education","lineage":["https://openalex.org/I169427155"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Rosa Matias","raw_affiliation_strings":["CIIC\u2014Computer Science and Communication Research\u2014ESTG, Leiria, Portugal","Polytechnic Institute of Leiria, Leiria, Portugal"],"affiliations":[{"raw_affiliation_string":"CIIC\u2014Computer Science and Communication Research\u2014ESTG, Leiria, Portugal","institution_ids":["https://openalex.org/I169427155"]},{"raw_affiliation_string":"Polytechnic Institute of Leiria, Leiria, Portugal","institution_ids":["https://openalex.org/I169427155"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5041179473","display_name":"Alexandre Rodrigues","orcid":"https://orcid.org/0000-0001-8408-769X"},"institutions":[{"id":"https://openalex.org/I169427155","display_name":"Instituto Polit\u00e9cnico de Leiria","ror":"https://ror.org/010dvvh94","country_code":"PT","type":"education","lineage":["https://openalex.org/I169427155"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Alexandre Rodrigues","raw_affiliation_strings":["Polytechnic Institute of Leiria, Leiria, Portugal"],"affiliations":[{"raw_affiliation_string":"Polytechnic Institute of Leiria, Leiria, Portugal","institution_ids":["https://openalex.org/I169427155"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5028714013","display_name":"Andr\u00e9 Ricardo Valle Vasco Pereira","orcid":"https://orcid.org/0000-0002-9400-7611"},"institutions":[{"id":"https://openalex.org/I169427155","display_name":"Instituto Polit\u00e9cnico de Leiria","ror":"https://ror.org/010dvvh94","country_code":"PT","type":"education","lineage":["https://openalex.org/I169427155"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Andr\u00e9 Pereira","raw_affiliation_strings":["CiTUR\u2014Tourism Applied Research Centre\u2014ESTM, Leiria, Portugal","Polytechnic Institute of Leiria, Leiria, Portugal"],"affiliations":[{"raw_affiliation_string":"CiTUR\u2014Tourism Applied Research Centre\u2014ESTM, Leiria, Portugal","institution_ids":[]},{"raw_affiliation_string":"Polytechnic Institute of Leiria, Leiria, Portugal","institution_ids":["https://openalex.org/I169427155"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":5,"corresponding_author_ids":["https://openalex.org/A5108039067"],"corresponding_institution_ids":["https://openalex.org/I169427155"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.03939277,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"342","last_page":"352"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12671","display_name":"Management and Marketing Education","score":0.996999979019165,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"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/T12671","display_name":"Management and Marketing Education","score":0.996999979019165,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"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/T10355","display_name":"Impact of Technology on Adolescents","score":0.980400025844574,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9785000085830688,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/general-partnership","display_name":"General partnership","score":0.9206891059875488},{"id":"https://openalex.org/keywords/hospitality","display_name":"Hospitality","score":0.6309629678726196},{"id":"https://openalex.org/keywords/complaint","display_name":"Complaint","score":0.5980793237686157},{"id":"https://openalex.org/keywords/academic-institution","display_name":"Academic institution","score":0.5658182501792908},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5492631196975708},{"id":"https://openalex.org/keywords/portuguese","display_name":"Portuguese","score":0.5197900533676147},{"id":"https://openalex.org/keywords/production","display_name":"Production (economics)","score":0.4441976845264435},{"id":"https://openalex.org/keywords/hospitality-industry","display_name":"Hospitality industry","score":0.4430047571659088},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4369305372238159},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.42481300234794617},{"id":"https://openalex.org/keywords/engineering-management","display_name":"Engineering management","score":0.420170396566391},{"id":"https://openalex.org/keywords/institution","display_name":"Institution","score":0.416401207447052},{"id":"https://openalex.org/keywords/public-relations","display_name":"Public relations","score":0.3727818727493286},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.36006152629852295},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.30283063650131226},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.23567157983779907},{"id":"https://openalex.org/keywords/management","display_name":"Management","score":0.23519262671470642},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.1889532208442688},{"id":"https://openalex.org/keywords/economics","display_name":"Economics","score":0.17443156242370605},{"id":"https://openalex.org/keywords/finance","display_name":"Finance","score":0.1134716272354126},{"id":"https://openalex.org/keywords/tourism","display_name":"Tourism","score":0.07427451014518738}],"concepts":[{"id":"https://openalex.org/C71750763","wikidata":"https://www.wikidata.org/wiki/Q646164","display_name":"General partnership","level":2,"score":0.9206891059875488},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.6309629678726196},{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.5980793237686157},{"id":"https://openalex.org/C2992478610","wikidata":"https://www.wikidata.org/wiki/Q4671277","display_name":"Academic institution","level":2,"score":0.5658182501792908},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5492631196975708},{"id":"https://openalex.org/C35219183","wikidata":"https://www.wikidata.org/wiki/Q5146","display_name":"Portuguese","level":2,"score":0.5197900533676147},{"id":"https://openalex.org/C2778348673","wikidata":"https://www.wikidata.org/wiki/Q739302","display_name":"Production (economics)","level":2,"score":0.4441976845264435},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.4430047571659088},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4369305372238159},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.42481300234794617},{"id":"https://openalex.org/C110354214","wikidata":"https://www.wikidata.org/wiki/Q6314146","display_name":"Engineering management","level":1,"score":0.420170396566391},{"id":"https://openalex.org/C2780510313","wikidata":"https://www.wikidata.org/wiki/Q178706","display_name":"Institution","level":2,"score":0.416401207447052},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.3727818727493286},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.36006152629852295},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.30283063650131226},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.23567157983779907},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.23519262671470642},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.1889532208442688},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.17443156242370605},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.1134716272354126},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.07427451014518738},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"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/C139719470","wikidata":"https://www.wikidata.org/wiki/Q39680","display_name":"Macroeconomics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-030-11935-5_33","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-11935-5_33","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"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Partnerships for the goals","id":"https://metadata.un.org/sdg/17","score":0.5600000023841858}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":18,"referenced_works":["https://openalex.org/W110330001","https://openalex.org/W1504282209","https://openalex.org/W1519406596","https://openalex.org/W1554685589","https://openalex.org/W1584396945","https://openalex.org/W2010969779","https://openalex.org/W2038810865","https://openalex.org/W2056855771","https://openalex.org/W2069844167","https://openalex.org/W2085984666","https://openalex.org/W2133594113","https://openalex.org/W2505676930","https://openalex.org/W2519564115","https://openalex.org/W2725943749","https://openalex.org/W2778423075","https://openalex.org/W2999096704","https://openalex.org/W3125144803","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W3167248615","https://openalex.org/W3195436559","https://openalex.org/W40154911","https://openalex.org/W2057290649","https://openalex.org/W250174581","https://openalex.org/W2373766366","https://openalex.org/W3171522609","https://openalex.org/W2029400148","https://openalex.org/W4301934261","https://openalex.org/W2951269499"],"abstract_inverted_index":null,"counts_by_year":[],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}