{"id":"https://openalex.org/W3122436466","doi":"https://doi.org/10.1007/978-3-030-58182-4_15","title":"Designing a Smart Service for Customer Need Identification in B2B Ticketing Systems","display_name":"Designing a Smart Service for Customer Need Identification in B2B Ticketing Systems","publication_year":2020,"publication_date":"2020-01-01","ids":{"openalex":"https://openalex.org/W3122436466","doi":"https://doi.org/10.1007/978-3-030-58182-4_15","mag":"3122436466"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-030-58182-4_15","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-58182-4_15","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Smart Service Management","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/A5037057987","display_name":"Lena Eckstein","orcid":null},"institutions":[{"id":"https://openalex.org/I4210095996","display_name":"IBM (Germany)","ror":"https://ror.org/00pm7rm97","country_code":"DE","type":"company","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210095996"]}],"countries":["DE"],"is_corresponding":true,"raw_author_name":"Lena Eckstein","raw_affiliation_strings":["IBM Deutschland GmbH, Ehningen, Germany"],"affiliations":[{"raw_affiliation_string":"IBM Deutschland GmbH, Ehningen, Germany","institution_ids":["https://openalex.org/I4210095996"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5071819311","display_name":"Niklas K\u00fchl","orcid":"https://orcid.org/0000-0001-6750-0876"},"institutions":[{"id":"https://openalex.org/I4210095996","display_name":"IBM (Germany)","ror":"https://ror.org/00pm7rm97","country_code":"DE","type":"company","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210095996"]},{"id":"https://openalex.org/I102335020","display_name":"Karlsruhe Institute of Technology","ror":"https://ror.org/04t3en479","country_code":"DE","type":"education","lineage":["https://openalex.org/I102335020","https://openalex.org/I1305996414"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Niklas K\u00fchl","raw_affiliation_strings":["IBM Deutschland GmbH, Ehningen, Germany","Karlsruhe Institute of Technology, Karlsruhe, Germany"],"affiliations":[{"raw_affiliation_string":"IBM Deutschland GmbH, Ehningen, Germany","institution_ids":["https://openalex.org/I4210095996"]},{"raw_affiliation_string":"Karlsruhe Institute of Technology, Karlsruhe, Germany","institution_ids":["https://openalex.org/I102335020"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5000245557","display_name":"Gerhard Satzger","orcid":"https://orcid.org/0000-0001-8731-654X"},"institutions":[{"id":"https://openalex.org/I4210095996","display_name":"IBM (Germany)","ror":"https://ror.org/00pm7rm97","country_code":"DE","type":"company","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210095996"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Gerhard Satzger","raw_affiliation_strings":["IBM Deutschland GmbH, Ehningen, Germany"],"affiliations":[{"raw_affiliation_string":"IBM Deutschland GmbH, Ehningen, Germany","institution_ids":["https://openalex.org/I4210095996"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5037057987"],"corresponding_institution_ids":["https://openalex.org/I4210095996"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.33810401,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":91,"max":95},"biblio":{"volume":null,"issue":null,"first_page":"167","last_page":"178"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9997000098228455,"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"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9997000098228455,"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"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9943000078201294,"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":0.978600025177002,"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/service","display_name":"Service (business)","score":0.5540633201599121},{"id":"https://openalex.org/keywords/identification","display_name":"Identification (biology)","score":0.5216636657714844},{"id":"https://openalex.org/keywords/customer-base","display_name":"Customer base","score":0.5083836913108826},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.500042200088501},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.49421098828315735},{"id":"https://openalex.org/keywords/customer-to-customer","display_name":"Customer to customer","score":0.48966291546821594},{"id":"https://openalex.org/keywords/analytics","display_name":"Analytics","score":0.48870232701301575},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.4873441159725189},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.4749360680580139},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.47171398997306824},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.458376407623291},{"id":"https://openalex.org/keywords/customer-service-assurance","display_name":"Customer Service Assurance","score":0.45605987310409546},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.4260624945163727},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.4257696270942688},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.37316596508026123},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.346373975276947},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.29377299547195435},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.1734943389892578}],"concepts":[{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5540633201599121},{"id":"https://openalex.org/C116834253","wikidata":"https://www.wikidata.org/wiki/Q2039217","display_name":"Identification (biology)","level":2,"score":0.5216636657714844},{"id":"https://openalex.org/C2777276756","wikidata":"https://www.wikidata.org/wiki/Q5196446","display_name":"Customer base","level":2,"score":0.5083836913108826},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.500042200088501},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.49421098828315735},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.48966291546821594},{"id":"https://openalex.org/C79158427","wikidata":"https://www.wikidata.org/wiki/Q485396","display_name":"Analytics","level":2,"score":0.48870232701301575},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.4873441159725189},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.4749360680580139},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.47171398997306824},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.458376407623291},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.45605987310409546},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4260624945163727},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4257696270942688},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.37316596508026123},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.346373975276947},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.29377299547195435},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.1734943389892578},{"id":"https://openalex.org/C59822182","wikidata":"https://www.wikidata.org/wiki/Q441","display_name":"Botany","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}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-030-58182-4_15","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-58182-4_15","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Smart Service Management","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9","score":0.6299999952316284}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":27,"referenced_works":["https://openalex.org/W16604469","https://openalex.org/W54235218","https://openalex.org/W1536424097","https://openalex.org/W1604178051","https://openalex.org/W1970449889","https://openalex.org/W1988662363","https://openalex.org/W1992813315","https://openalex.org/W2026368098","https://openalex.org/W2060834142","https://openalex.org/W2072454655","https://openalex.org/W2076261824","https://openalex.org/W2078109070","https://openalex.org/W2083375125","https://openalex.org/W2097403040","https://openalex.org/W2123983325","https://openalex.org/W2466891977","https://openalex.org/W2512072742","https://openalex.org/W2560149905","https://openalex.org/W2562466440","https://openalex.org/W2626239712","https://openalex.org/W2953189907","https://openalex.org/W3023715641","https://openalex.org/W3033630174","https://openalex.org/W3143907085","https://openalex.org/W4240969601","https://openalex.org/W4298375254","https://openalex.org/W7033794577"],"related_works":["https://openalex.org/W2244494800","https://openalex.org/W2185448170","https://openalex.org/W2919924281","https://openalex.org/W2893602346","https://openalex.org/W2247163590","https://openalex.org/W4235976481","https://openalex.org/W1542467566","https://openalex.org/W4242611475","https://openalex.org/W3038050039","https://openalex.org/W1578794816"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}