{"id":"https://openalex.org/W2502813780","doi":"https://doi.org/10.1007/978-3-319-38980-6_23","title":"Empirically Derived Recommendations for Personalised Text-Based Technical Support","display_name":"Empirically Derived Recommendations for Personalised Text-Based Technical Support","publication_year":2016,"publication_date":"2016-01-01","ids":{"openalex":"https://openalex.org/W2502813780","doi":"https://doi.org/10.1007/978-3-319-38980-6_23","mag":"2502813780"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-319-38980-6_23","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-319-38980-6_23","pdf_url":null,"source":{"id":"https://openalex.org/S2764900261","display_name":"Communications in computer and information science","issn_l":"1865-0929","issn":["1865-0929","1865-0937"],"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":"Communications in Computer and Information Science","raw_type":"book-chapter"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://figshare.com/articles/journal_contribution/Empirically_derived_recommendations_for_personalised_text-based_technical_support/19811134","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5047640897","display_name":"Solomon Gizaw","orcid":"https://orcid.org/0000-0002-0600-7188"},"institutions":[{"id":"https://openalex.org/I230495080","display_name":"University of Limerick","ror":"https://ror.org/00a0n9e72","country_code":"IE","type":"education","lineage":["https://openalex.org/I230495080"]}],"countries":["IE"],"is_corresponding":true,"raw_author_name":"Solomon Gizaw","raw_affiliation_strings":["Lero - The Irish Software Research Centre, University of Limerick, Limerick, Ireland"],"affiliations":[{"raw_affiliation_string":"Lero - The Irish Software Research Centre, University of Limerick, Limerick, Ireland","institution_ids":["https://openalex.org/I230495080"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5084329596","display_name":"Jim Buckley","orcid":"https://orcid.org/0000-0001-6928-6746"},"institutions":[{"id":"https://openalex.org/I230495080","display_name":"University of Limerick","ror":"https://ror.org/00a0n9e72","country_code":"IE","type":"education","lineage":["https://openalex.org/I230495080"]}],"countries":["IE"],"is_corresponding":false,"raw_author_name":"Jim Buckley","raw_affiliation_strings":["CSIS \u2013 Department of Computer Science and Information Systems, Lero - The Irish Software Research Centre, University of Limerick, Limerick, Ireland"],"affiliations":[{"raw_affiliation_string":"CSIS \u2013 Department of Computer Science and Information Systems, Lero - The Irish Software Research Centre, University of Limerick, Limerick, Ireland","institution_ids":["https://openalex.org/I230495080"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5048659267","display_name":"Sarah Beecham","orcid":"https://orcid.org/0000-0003-1584-5447"},"institutions":[{"id":"https://openalex.org/I230495080","display_name":"University of Limerick","ror":"https://ror.org/00a0n9e72","country_code":"IE","type":"education","lineage":["https://openalex.org/I230495080"]}],"countries":["IE"],"is_corresponding":false,"raw_author_name":"Sarah Beecham","raw_affiliation_strings":["Lero - The Irish Software Research Centre, University of Limerick, Limerick, Ireland"],"affiliations":[{"raw_affiliation_string":"Lero - The Irish Software Research Centre, University of Limerick, Limerick, Ireland","institution_ids":["https://openalex.org/I230495080"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5047640897"],"corresponding_institution_ids":["https://openalex.org/I230495080"],"apc_list":null,"apc_paid":null,"fwci":1.3717,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.80339718,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":94},"biblio":{"volume":null,"issue":null,"first_page":"316","last_page":"333"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9987000226974487,"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"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9987000226974487,"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/T14074","display_name":"Persona Design and Applications","score":0.9976999759674072,"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/T12028","display_name":"Knowledge Management and Sharing","score":0.9959999918937683,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"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/computer-science","display_name":"Computer science","score":0.662832498550415},{"id":"https://openalex.org/keywords/revenue","display_name":"Revenue","score":0.5985051393508911},{"id":"https://openalex.org/keywords/reputation","display_name":"Reputation","score":0.5889683365821838},{"id":"https://openalex.org/keywords/loyalty","display_name":"Loyalty","score":0.5737239122390747},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5518199801445007},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.5141456723213196},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.511305570602417},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4353676438331604},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.4306093454360962},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.2659357786178589},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.19675156474113464}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.662832498550415},{"id":"https://openalex.org/C195487862","wikidata":"https://www.wikidata.org/wiki/Q850210","display_name":"Revenue","level":2,"score":0.5985051393508911},{"id":"https://openalex.org/C48798503","wikidata":"https://www.wikidata.org/wiki/Q877546","display_name":"Reputation","level":2,"score":0.5889683365821838},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.5737239122390747},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5518199801445007},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5141456723213196},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.511305570602417},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4353676438331604},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.4306093454360962},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.2659357786178589},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.19675156474113464},{"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/C121955636","wikidata":"https://www.wikidata.org/wiki/Q4116214","display_name":"Accounting","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/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1007/978-3-319-38980-6_23","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-319-38980-6_23","pdf_url":null,"source":{"id":"https://openalex.org/S2764900261","display_name":"Communications in computer and information science","issn_l":"1865-0929","issn":["1865-0929","1865-0937"],"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":"Communications in Computer and Information Science","raw_type":"book-chapter"},{"id":"pmh:oai:ulir.ul.ie:10344/5502","is_oa":false,"landing_page_url":"http://hdl.handle.net/10344/5502","pdf_url":null,"source":{"id":"https://openalex.org/S4306401530","display_name":"University of Limerick Institutional Repository (University of Limerick)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I230495080","host_organization_name":"University of Limerick","host_organization_lineage":["https://openalex.org/I230495080"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:figshare.com:article/19811134","is_oa":true,"landing_page_url":"https://figshare.com/articles/journal_contribution/Empirically_derived_recommendations_for_personalised_text-based_technical_support/19811134","pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Text"}],"best_oa_location":{"id":"pmh:oai:figshare.com:article/19811134","is_oa":true,"landing_page_url":"https://figshare.com/articles/journal_contribution/Empirically_derived_recommendations_for_personalised_text-based_technical_support/19811134","pdf_url":null,"source":{"id":"https://openalex.org/S4377196282","display_name":"Figshare","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210132348","host_organization_name":"Figshare (United Kingdom)","host_organization_lineage":["https://openalex.org/I4210132348"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Text"},"sustainable_development_goals":[{"score":0.44999998807907104,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":18,"referenced_works":["https://openalex.org/W1658908529","https://openalex.org/W1969380556","https://openalex.org/W1989298268","https://openalex.org/W2037789405","https://openalex.org/W2059486617","https://openalex.org/W2082933054","https://openalex.org/W2099594589","https://openalex.org/W2104094336","https://openalex.org/W2110900328","https://openalex.org/W2118101410","https://openalex.org/W2123935788","https://openalex.org/W2149087074","https://openalex.org/W2163364016","https://openalex.org/W2167631196","https://openalex.org/W2183837184","https://openalex.org/W2294941833","https://openalex.org/W2333291448","https://openalex.org/W2517092547"],"related_works":["https://openalex.org/W2748952813","https://openalex.org/W2963211015","https://openalex.org/W2889453184","https://openalex.org/W4296332787","https://openalex.org/W4362149495","https://openalex.org/W2025273639","https://openalex.org/W2387805492","https://openalex.org/W2911285431","https://openalex.org/W1562636474","https://openalex.org/W159305206"],"abstract_inverted_index":null,"counts_by_year":[{"year":2016,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2016-08-23T00:00:00"}