{"id":"https://openalex.org/W950222981","doi":"https://doi.org/10.1007/978-3-319-07668-3_26","title":"Customer Journey Mapping of an Experience-Centric Service by Mobile Self-reporting: Testing the Qualiwall Tool","display_name":"Customer Journey Mapping of an Experience-Centric Service by Mobile Self-reporting: Testing the Qualiwall Tool","publication_year":2014,"publication_date":"2014-01-01","ids":{"openalex":"https://openalex.org/W950222981","doi":"https://doi.org/10.1007/978-3-319-07668-3_26","mag":"950222981"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-319-07668-3_26","is_oa":true,"landing_page_url":"https://doi.org/10.1007/978-3-319-07668-3_26","pdf_url":"https://link.springer.com/content/pdf/10.1007/978-3-319-07668-3_26.pdf","source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"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 Computer Science","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/10.1007/978-3-319-07668-3_26.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5029278636","display_name":"Inka Kojo","orcid":null},"institutions":[{"id":"https://openalex.org/I9927081","display_name":"Aalto University","ror":"https://ror.org/020hwjq30","country_code":"FI","type":"education","lineage":["https://openalex.org/I9927081"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Inka Kojo","raw_affiliation_strings":["School of Engineering, Department of Civil and Structural Engineering, Built Environment Services (BES) Research Group, Aalto University, P.O. Box 14100, FI-00076, Aalto, Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Engineering, Department of Civil and Structural Engineering, Built Environment Services (BES) Research Group, Aalto University, P.O. Box 14100, FI-00076, Aalto, Finland","institution_ids":["https://openalex.org/I9927081"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5004626627","display_name":"Mikko Heiskala","orcid":null},"institutions":[{"id":"https://openalex.org/I9927081","display_name":"Aalto University","ror":"https://ror.org/020hwjq30","country_code":"FI","type":"education","lineage":["https://openalex.org/I9927081"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Mikko Heiskala","raw_affiliation_strings":["School of Science, Department of Computer Science and Engineering, Aalto University, P.O. Box 15400, FI-00076, Aalto, Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Science, Department of Computer Science and Engineering, Aalto University, P.O. Box 15400, FI-00076, Aalto, Finland","institution_ids":["https://openalex.org/I9927081"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5030143006","display_name":"Juho\u2010Pekka Virtanen","orcid":"https://orcid.org/0000-0003-0281-9717"},"institutions":[{"id":"https://openalex.org/I9927081","display_name":"Aalto University","ror":"https://ror.org/020hwjq30","country_code":"FI","type":"education","lineage":["https://openalex.org/I9927081"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Juho-Pekka Virtanen","raw_affiliation_strings":["School of Engineering, Aalto University, P.O. Box 14100, FI-00076, Aalto, Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Engineering, Aalto University, P.O. Box 14100, FI-00076, Aalto, Finland","institution_ids":["https://openalex.org/I9927081"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I9927081"],"apc_list":{"value":5000,"currency":"EUR","value_usd":5392},"apc_paid":null,"fwci":1.3422,"has_fulltext":true,"cited_by_count":6,"citation_normalized_percentile":{"value":0.83141101,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":95},"biblio":{"volume":null,"issue":null,"first_page":"261","last_page":"272"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9979000091552734,"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"}},"topics":[{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9979000091552734,"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/T10803","display_name":"Innovative Human-Technology Interaction","score":0.9948999881744385,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"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/T11114","display_name":"Service and Product Innovation","score":0.9945999979972839,"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/computer-science","display_name":"Computer science","score":0.7816132307052612},{"id":"https://openalex.org/keywords/focus","display_name":"Focus (optics)","score":0.6096505522727966},{"id":"https://openalex.org/keywords/perspective","display_name":"Perspective (graphical)","score":0.5888556241989136},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.559205174446106},{"id":"https://openalex.org/keywords/user-experience-design","display_name":"User experience design","score":0.4564019739627838},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.44040510058403015},{"id":"https://openalex.org/keywords/product","display_name":"Product (mathematics)","score":0.42616090178489685},{"id":"https://openalex.org/keywords/mobile-service","display_name":"Mobile service","score":0.41974690556526184},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.3492572009563446},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.3488411605358124},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.3211802840232849},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.08950549364089966},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.08329266309738159}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7816132307052612},{"id":"https://openalex.org/C192209626","wikidata":"https://www.wikidata.org/wiki/Q190909","display_name":"Focus (optics)","level":2,"score":0.6096505522727966},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.5888556241989136},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.559205174446106},{"id":"https://openalex.org/C201025465","wikidata":"https://www.wikidata.org/wiki/Q11248500","display_name":"User experience design","level":2,"score":0.4564019739627838},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.44040510058403015},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.42616090178489685},{"id":"https://openalex.org/C2780559388","wikidata":"https://www.wikidata.org/wiki/Q1247189","display_name":"Mobile service","level":3,"score":0.41974690556526184},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3492572009563446},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.3488411605358124},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.3211802840232849},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.08950549364089966},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.08329266309738159},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C120665830","wikidata":"https://www.wikidata.org/wiki/Q14620","display_name":"Optics","level":1,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-319-07668-3_26","is_oa":true,"landing_page_url":"https://doi.org/10.1007/978-3-319-07668-3_26","pdf_url":"https://link.springer.com/content/pdf/10.1007/978-3-319-07668-3_26.pdf","source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"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 Computer Science","raw_type":"book-chapter"}],"best_oa_location":{"id":"doi:10.1007/978-3-319-07668-3_26","is_oa":true,"landing_page_url":"https://doi.org/10.1007/978-3-319-07668-3_26","pdf_url":"https://link.springer.com/content/pdf/10.1007/978-3-319-07668-3_26.pdf","source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"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 Computer Science","raw_type":"book-chapter"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","score":0.5799999833106995,"display_name":"Industry, innovation and infrastructure"}],"awards":[{"id":"https://openalex.org/G779479861","display_name":null,"funder_award_id":"272195","funder_id":"https://openalex.org/F4320321108","funder_display_name":"Academy of Finland"}],"funders":[{"id":"https://openalex.org/F4320321108","display_name":"Academy of Finland","ror":"https://ror.org/05k73zm37"},{"id":"https://openalex.org/F4320321855","display_name":"Tekes","ror":"https://ror.org/02ag8cq23"}],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W950222981.pdf","grobid_xml":"https://content.openalex.org/works/W950222981.grobid-xml"},"referenced_works_count":30,"referenced_works":["https://openalex.org/W11710114","https://openalex.org/W133537955","https://openalex.org/W961071248","https://openalex.org/W1604909128","https://openalex.org/W1970111135","https://openalex.org/W1978661885","https://openalex.org/W1996177650","https://openalex.org/W2013502477","https://openalex.org/W2015847414","https://openalex.org/W2025046903","https://openalex.org/W2038628431","https://openalex.org/W2042452443","https://openalex.org/W2048659249","https://openalex.org/W2056692179","https://openalex.org/W2068097225","https://openalex.org/W2071681677","https://openalex.org/W2082858342","https://openalex.org/W2082936579","https://openalex.org/W2096438426","https://openalex.org/W2098579733","https://openalex.org/W2111887161","https://openalex.org/W2116008427","https://openalex.org/W2150634379","https://openalex.org/W2165117198","https://openalex.org/W2166190112","https://openalex.org/W2293804763","https://openalex.org/W3003463607","https://openalex.org/W3005208738","https://openalex.org/W4232907136","https://openalex.org/W4236869074"],"related_works":["https://openalex.org/W2012531322","https://openalex.org/W4224032630","https://openalex.org/W3163321199","https://openalex.org/W2320068085","https://openalex.org/W4293198839","https://openalex.org/W2045235295","https://openalex.org/W2971404056","https://openalex.org/W2012552426","https://openalex.org/W4249874437","https://openalex.org/W4367295411"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2016,"cited_by_count":1}],"updated_date":"2026-07-29T14:22:42.915294","created_date":"2025-10-10T00:00:00"}
