{"id":"https://openalex.org/W2962943054","doi":"https://doi.org/10.1007/978-3-030-20494-5_17","title":"Cognitive Analyses for the Improvement of Service Orders in an Information Technology Center: A Case of Study","display_name":"Cognitive Analyses for the Improvement of Service Orders in an Information Technology Center: A Case of Study","publication_year":2019,"publication_date":"2019-06-05","ids":{"openalex":"https://openalex.org/W2962943054","doi":"https://doi.org/10.1007/978-3-030-20494-5_17","mag":"2962943054"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-030-20494-5_17","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-20494-5_17","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/A5022637379","display_name":"Manuel Alejandro Barajas Bustillos","orcid":"https://orcid.org/0000-0003-1155-1847"},"institutions":[{"id":"https://openalex.org/I114756412","display_name":"Universidad Aut\u00f3noma de Ciudad Ju\u00e1rez","ror":"https://ror.org/05fj8cf83","country_code":"MX","type":"education","lineage":["https://openalex.org/I114756412"]}],"countries":["MX"],"is_corresponding":false,"raw_author_name":"Manuel Alejandro Barajas-Bustillos","raw_affiliation_strings":["Department of Electrical Engineering and Computing, Ciudad Ju\u00e1rez Autonomous University, Ave. del Charro 450 Norte, Cd. Ju\u00e1rez, Chihuahua, Mexico"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Electrical Engineering and Computing, Ciudad Ju\u00e1rez Autonomous University, Ave. del Charro 450 Norte, Cd. Ju\u00e1rez, Chihuahua, Mexico","institution_ids":["https://openalex.org/I114756412"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5057480489","display_name":"Aid\u00e9 Aracely Maldonado-Mac\u00edas","orcid":"https://orcid.org/0000-0002-4959-161X"},"institutions":[{"id":"https://openalex.org/I114756412","display_name":"Universidad Aut\u00f3noma de Ciudad Ju\u00e1rez","ror":"https://ror.org/05fj8cf83","country_code":"MX","type":"education","lineage":["https://openalex.org/I114756412"]}],"countries":["MX"],"is_corresponding":false,"raw_author_name":"Aide Maldonado-Macias","raw_affiliation_strings":["Department of Electrical Engineering and Computing, Ciudad Ju\u00e1rez Autonomous University, Ave. del Charro 450 Norte, Cd. Ju\u00e1rez, Chihuahua, Mexico"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Electrical Engineering and Computing, Ciudad Ju\u00e1rez Autonomous University, Ave. del Charro 450 Norte, Cd. Ju\u00e1rez, Chihuahua, Mexico","institution_ids":["https://openalex.org/I114756412"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5088369320","display_name":"Margarita Ortiz-Sol\u00eds","orcid":"https://orcid.org/0000-0003-3870-1745"},"institutions":[{"id":"https://openalex.org/I114756412","display_name":"Universidad Aut\u00f3noma de Ciudad Ju\u00e1rez","ror":"https://ror.org/05fj8cf83","country_code":"MX","type":"education","lineage":["https://openalex.org/I114756412"]}],"countries":["MX"],"is_corresponding":false,"raw_author_name":"Margarita Ortiz-Solis","raw_affiliation_strings":["Department of Electrical Engineering and Computing, Ciudad Ju\u00e1rez Autonomous University, Ave. del Charro 450 Norte, Cd. Ju\u00e1rez, Chihuahua, Mexico"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Electrical Engineering and Computing, Ciudad Ju\u00e1rez Autonomous University, Ave. del Charro 450 Norte, Cd. Ju\u00e1rez, Chihuahua, Mexico","institution_ids":["https://openalex.org/I114756412"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5083133845","display_name":"Arturo Realyv\u00e1zquez-Vargas","orcid":null},"institutions":[{"id":"https://openalex.org/I4210118730","display_name":"Instituto Tecnol\u00f3gico de Tijuana","ror":"https://ror.org/03dga7879","country_code":"MX","type":"education","lineage":["https://openalex.org/I4210118730"]}],"countries":["MX"],"is_corresponding":false,"raw_author_name":"Arturo Realyvazquez-Vargas","raw_affiliation_strings":["Technological Institute of Tijuana, Calzada Del Tecnol\u00f3gico S/N, Fracc. Tomas Aquino, Tijuana, Mexico"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Technological Institute of Tijuana, Calzada Del Tecnol\u00f3gico S/N, Fracc. Tomas Aquino, Tijuana, Mexico","institution_ids":["https://openalex.org/I4210118730"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5029993319","display_name":"Juan Luis Hern\u00e1ndez Arellano","orcid":"https://orcid.org/0000-0002-8612-5132"},"institutions":[{"id":"https://openalex.org/I114756412","display_name":"Universidad Aut\u00f3noma de Ciudad Ju\u00e1rez","ror":"https://ror.org/05fj8cf83","country_code":"MX","type":"education","lineage":["https://openalex.org/I114756412"]}],"countries":["MX"],"is_corresponding":false,"raw_author_name":"Juan Luis Hern\u00e1ndez-Arellano","raw_affiliation_strings":["Department of Electrical Engineering and Computing, Ciudad Ju\u00e1rez Autonomous University, Ave. del Charro 450 Norte, Cd. Ju\u00e1rez, Chihuahua, Mexico"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Electrical Engineering and Computing, Ciudad Ju\u00e1rez Autonomous University, Ave. del Charro 450 Norte, Cd. Ju\u00e1rez, Chihuahua, Mexico","institution_ids":["https://openalex.org/I114756412"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":5,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.9401,"has_fulltext":false,"cited_by_count":3,"citation_normalized_percentile":{"value":0.91588485,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":95},"biblio":{"volume":null,"issue":null,"first_page":"188","last_page":"198"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10525","display_name":"Human-Automation Interaction and Safety","score":0.9995999932289124,"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/T10525","display_name":"Human-Automation Interaction and Safety","score":0.9995999932289124,"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/T10809","display_name":"Occupational Health and Safety Research","score":0.989799976348877,"subfield":{"id":"https://openalex.org/subfields/3614","display_name":"Radiological and Ultrasound Technology"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T11357","display_name":"Risk and Safety Analysis","score":0.9872999787330627,"subfield":{"id":"https://openalex.org/subfields/1804","display_name":"Statistics, Probability and Uncertainty"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/workload","display_name":"Workload","score":0.9437863826751709},{"id":"https://openalex.org/keywords/human-error","display_name":"Human error","score":0.7493127584457397},{"id":"https://openalex.org/keywords/identification","display_name":"Identification (biology)","score":0.6929115056991577},{"id":"https://openalex.org/keywords/task","display_name":"Task (project management)","score":0.6880395412445068},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6124708652496338},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5070099830627441},{"id":"https://openalex.org/keywords/center","display_name":"Center (category theory)","score":0.41556066274642944},{"id":"https://openalex.org/keywords/work","display_name":"Work (physics)","score":0.4142202138900757},{"id":"https://openalex.org/keywords/reliability-engineering","display_name":"Reliability engineering","score":0.40595918893814087},{"id":"https://openalex.org/keywords/applied-psychology","display_name":"Applied psychology","score":0.34753191471099854},{"id":"https://openalex.org/keywords/operations-management","display_name":"Operations management","score":0.3333126902580261},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.28588277101516724},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.1955864131450653},{"id":"https://openalex.org/keywords/systems-engineering","display_name":"Systems engineering","score":0.08264705538749695},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.08221778273582458}],"concepts":[{"id":"https://openalex.org/C2778476105","wikidata":"https://www.wikidata.org/wiki/Q628539","display_name":"Workload","level":2,"score":0.9437863826751709},{"id":"https://openalex.org/C169806903","wikidata":"https://www.wikidata.org/wiki/Q5937752","display_name":"Human error","level":2,"score":0.7493127584457397},{"id":"https://openalex.org/C116834253","wikidata":"https://www.wikidata.org/wiki/Q2039217","display_name":"Identification (biology)","level":2,"score":0.6929115056991577},{"id":"https://openalex.org/C2780451532","wikidata":"https://www.wikidata.org/wiki/Q759676","display_name":"Task (project management)","level":2,"score":0.6880395412445068},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6124708652496338},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5070099830627441},{"id":"https://openalex.org/C2779463800","wikidata":"https://www.wikidata.org/wiki/Q5062222","display_name":"Center (category theory)","level":2,"score":0.41556066274642944},{"id":"https://openalex.org/C18762648","wikidata":"https://www.wikidata.org/wiki/Q42213","display_name":"Work (physics)","level":2,"score":0.4142202138900757},{"id":"https://openalex.org/C200601418","wikidata":"https://www.wikidata.org/wiki/Q2193887","display_name":"Reliability engineering","level":1,"score":0.40595918893814087},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.34753191471099854},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3333126902580261},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.28588277101516724},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.1955864131450653},{"id":"https://openalex.org/C201995342","wikidata":"https://www.wikidata.org/wiki/Q682496","display_name":"Systems engineering","level":1,"score":0.08264705538749695},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.08221778273582458},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","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/C8010536","wikidata":"https://www.wikidata.org/wiki/Q160398","display_name":"Crystallography","level":1,"score":0.0},{"id":"https://openalex.org/C59822182","wikidata":"https://www.wikidata.org/wiki/Q441","display_name":"Botany","level":1,"score":0.0},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-030-20494-5_17","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-20494-5_17","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":[{"id":"https://metadata.un.org/sdg/1","score":0.44999998807907104,"display_name":"No poverty"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":25,"referenced_works":["https://openalex.org/W6379179","https://openalex.org/W38757246","https://openalex.org/W1491899070","https://openalex.org/W1555912304","https://openalex.org/W2007728424","https://openalex.org/W2009556976","https://openalex.org/W2023123884","https://openalex.org/W2072435825","https://openalex.org/W2076883103","https://openalex.org/W2109475295","https://openalex.org/W2118036335","https://openalex.org/W2131519969","https://openalex.org/W2151313489","https://openalex.org/W2157289187","https://openalex.org/W2276734549","https://openalex.org/W2417393415","https://openalex.org/W2476321180","https://openalex.org/W2477508892","https://openalex.org/W2503481138","https://openalex.org/W2507449007","https://openalex.org/W2586431523","https://openalex.org/W2624299699","https://openalex.org/W4210651582","https://openalex.org/W4242064027","https://openalex.org/W4250563774"],"related_works":["https://openalex.org/W2000785801","https://openalex.org/W986318368","https://openalex.org/W2384410913","https://openalex.org/W2352878646","https://openalex.org/W2004734601","https://openalex.org/W2130149817","https://openalex.org/W2990194547","https://openalex.org/W1480123525","https://openalex.org/W2620865396","https://openalex.org/W2073695023"],"abstract_inverted_index":null,"counts_by_year":[{"year":2021,"cited_by_count":2},{"year":2019,"cited_by_count":1}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}