{"id":"https://openalex.org/W4386431534","doi":"https://doi.org/10.1007/978-3-031-43433-4_12","title":"Exploring Customer Journey Mining and RPA: Prediction of Customers\u2019 Next Touchpoint","display_name":"Exploring Customer Journey Mining and RPA: Prediction of Customers\u2019 Next Touchpoint","publication_year":2023,"publication_date":"2023-01-01","ids":{"openalex":"https://openalex.org/W4386431534","doi":"https://doi.org/10.1007/978-3-031-43433-4_12"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-031-43433-4_12","is_oa":true,"landing_page_url":"https://doi.org/10.1007/978-3-031-43433-4_12","pdf_url":"https://link.springer.com/content/pdf/10.1007/978-3-031-43433-4_12.pdf","source":{"id":"https://openalex.org/S4210177767","display_name":"Lecture notes in business information processing","issn_l":"1865-1348","issn":["1865-1348","1865-1356"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Business Information Processing","raw_type":"book-chapter"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://link.springer.com/content/pdf/10.1007/978-3-031-43433-4_12.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5092741011","display_name":"Jost Wieth\u00f6lter","orcid":"https://orcid.org/0009-0004-8622-5266"},"institutions":[{"id":"https://openalex.org/I63274643","display_name":"FH M\u00fcnster","ror":"https://ror.org/00pv45a02","country_code":"DE","type":"education","lineage":["https://openalex.org/I63274643"]}],"countries":["DE"],"is_corresponding":true,"raw_author_name":"Jost Wieth\u00f6lter","raw_affiliation_strings":["University of Applied Sciences M\u00fcnster \u2013 M\u00fcnster School of Business, M\u00fcnster, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Applied Sciences M\u00fcnster \u2013 M\u00fcnster School of Business, M\u00fcnster, Germany","institution_ids":["https://openalex.org/I63274643"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5092741012","display_name":"Jan Salingr\u00e9","orcid":null},"institutions":[{"id":"https://openalex.org/I63274643","display_name":"FH M\u00fcnster","ror":"https://ror.org/00pv45a02","country_code":"DE","type":"education","lineage":["https://openalex.org/I63274643"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Jan Salingr\u00e9","raw_affiliation_strings":["University of Applied Sciences M\u00fcnster \u2013 M\u00fcnster School of Business, M\u00fcnster, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Applied Sciences M\u00fcnster \u2013 M\u00fcnster School of Business, M\u00fcnster, Germany","institution_ids":["https://openalex.org/I63274643"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5010145266","display_name":"Carsten Feldmann","orcid":null},"institutions":[{"id":"https://openalex.org/I63274643","display_name":"FH M\u00fcnster","ror":"https://ror.org/00pv45a02","country_code":"DE","type":"education","lineage":["https://openalex.org/I63274643"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Carsten Feldmann","raw_affiliation_strings":["University of Applied Sciences M\u00fcnster \u2013 M\u00fcnster School of Business, M\u00fcnster, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Applied Sciences M\u00fcnster \u2013 M\u00fcnster School of Business, M\u00fcnster, Germany","institution_ids":["https://openalex.org/I63274643"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5046434264","display_name":"Johannes Schwanitz","orcid":null},"institutions":[{"id":"https://openalex.org/I63274643","display_name":"FH M\u00fcnster","ror":"https://ror.org/00pv45a02","country_code":"DE","type":"education","lineage":["https://openalex.org/I63274643"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Johannes Schwanitz","raw_affiliation_strings":["University of Applied Sciences M\u00fcnster \u2013 M\u00fcnster School of Business, M\u00fcnster, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Applied Sciences M\u00fcnster \u2013 M\u00fcnster School of Business, M\u00fcnster, Germany","institution_ids":["https://openalex.org/I63274643"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5092741013","display_name":"J\u00f6rg Niessing","orcid":null},"institutions":[{"id":"https://openalex.org/I102272798","display_name":"INSEAD","ror":"https://ror.org/00ghzk478","country_code":"FR","type":"education","lineage":["https://openalex.org/I102272798"]}],"countries":["FR"],"is_corresponding":false,"raw_author_name":"J\u00f6rg Niessing","raw_affiliation_strings":["INSEAD, Fontainebleau, France"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"INSEAD, Fontainebleau, France","institution_ids":["https://openalex.org/I102272798"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5092741011"],"corresponding_institution_ids":["https://openalex.org/I63274643"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.19549917,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"181","last_page":"196"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T13287","display_name":"Robotic Process Automation Applications","score":0.9943000078201294,"subfield":{"id":"https://openalex.org/subfields/2209","display_name":"Industrial and Manufacturing Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T13287","display_name":"Robotic Process Automation Applications","score":0.9943000078201294,"subfield":{"id":"https://openalex.org/subfields/2209","display_name":"Industrial and Manufacturing Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10270","display_name":"Blockchain Technology Applications and Security","score":0.9810000061988831,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":0.9797999858856201,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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/operationalization","display_name":"Operationalization","score":0.8124309778213501},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.7061758041381836},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6091175675392151},{"id":"https://openalex.org/keywords/voice-of-the-customer","display_name":"Voice of the customer","score":0.609103262424469},{"id":"https://openalex.org/keywords/leverage","display_name":"Leverage (statistics)","score":0.5702527761459351},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.537056565284729},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.4695834517478943},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.45947661995887756},{"id":"https://openalex.org/keywords/artifact","display_name":"Artifact (error)","score":0.4156709313392639},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.41452687978744507},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.35414576530456543},{"id":"https://openalex.org/keywords/data-mining","display_name":"Data mining","score":0.32571887969970703},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.2502392530441284},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.23554259538650513},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.23135533928871155},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.12350821495056152},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.11192533373832703}],"concepts":[{"id":"https://openalex.org/C9354725","wikidata":"https://www.wikidata.org/wiki/Q286017","display_name":"Operationalization","level":2,"score":0.8124309778213501},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.7061758041381836},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6091175675392151},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.609103262424469},{"id":"https://openalex.org/C153083717","wikidata":"https://www.wikidata.org/wiki/Q6535263","display_name":"Leverage (statistics)","level":2,"score":0.5702527761459351},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.537056565284729},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.4695834517478943},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.45947661995887756},{"id":"https://openalex.org/C2779010991","wikidata":"https://www.wikidata.org/wiki/Q2720909","display_name":"Artifact (error)","level":2,"score":0.4156709313392639},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.41452687978744507},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.35414576530456543},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.32571887969970703},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.2502392530441284},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.23554259538650513},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.23135533928871155},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.12350821495056152},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.11192533373832703},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","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/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-031-43433-4_12","is_oa":true,"landing_page_url":"https://doi.org/10.1007/978-3-031-43433-4_12","pdf_url":"https://link.springer.com/content/pdf/10.1007/978-3-031-43433-4_12.pdf","source":{"id":"https://openalex.org/S4210177767","display_name":"Lecture notes in business information processing","issn_l":"1865-1348","issn":["1865-1348","1865-1356"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Business Information Processing","raw_type":"book-chapter"}],"best_oa_location":{"id":"doi:10.1007/978-3-031-43433-4_12","is_oa":true,"landing_page_url":"https://doi.org/10.1007/978-3-031-43433-4_12","pdf_url":"https://link.springer.com/content/pdf/10.1007/978-3-031-43433-4_12.pdf","source":{"id":"https://openalex.org/S4210177767","display_name":"Lecture notes in business information processing","issn_l":"1865-1348","issn":["1865-1348","1865-1356"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Business Information Processing","raw_type":"book-chapter"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","score":0.5199999809265137,"display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4386431534.pdf","grobid_xml":"https://content.openalex.org/works/W4386431534.grobid-xml"},"referenced_works_count":31,"referenced_works":["https://openalex.org/W1954018469","https://openalex.org/W2131635820","https://openalex.org/W2144946338","https://openalex.org/W2311045093","https://openalex.org/W2766828414","https://openalex.org/W2785381827","https://openalex.org/W2785473924","https://openalex.org/W2804154565","https://openalex.org/W2901065167","https://openalex.org/W2914062571","https://openalex.org/W2940473907","https://openalex.org/W2945342525","https://openalex.org/W2949855834","https://openalex.org/W2958532096","https://openalex.org/W2995580029","https://openalex.org/W2998145162","https://openalex.org/W3011835984","https://openalex.org/W3046018959","https://openalex.org/W3151685851","https://openalex.org/W3159178627","https://openalex.org/W3168960873","https://openalex.org/W3191593177","https://openalex.org/W3210753657","https://openalex.org/W3212536573","https://openalex.org/W4226020642","https://openalex.org/W4236227197","https://openalex.org/W4280492403","https://openalex.org/W4312584754","https://openalex.org/W4360971546","https://openalex.org/W6920704431","https://openalex.org/W6958437316"],"related_works":["https://openalex.org/W3013184534","https://openalex.org/W2124748206","https://openalex.org/W2130694230","https://openalex.org/W1983787324","https://openalex.org/W2368761584","https://openalex.org/W2483231811","https://openalex.org/W592274603","https://openalex.org/W3035190357","https://openalex.org/W2056522381","https://openalex.org/W1973295013"],"abstract_inverted_index":null,"counts_by_year":[],"updated_date":"2026-08-21T09:56:20.448147","created_date":"2025-10-10T00:00:00"}