{"id":"https://openalex.org/W2601618099","doi":"https://doi.org/10.1007/978-3-319-56541-5_27","title":"An Initial Proposal for a Web 2.0 Information System that Supports a 360\u00ba Customer Loyalty Assurance Process in Private Healthcare Organizations","display_name":"An Initial Proposal for a Web 2.0 Information System that Supports a 360\u00ba Customer Loyalty Assurance Process in Private Healthcare Organizations","publication_year":2017,"publication_date":"2017-01-01","ids":{"openalex":"https://openalex.org/W2601618099","doi":"https://doi.org/10.1007/978-3-319-56541-5_27","mag":"2601618099"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-319-56541-5_27","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-319-56541-5_27","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":true,"oa_status":"green","oa_url":"http://hdl.handle.net/11328/2329","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5072254052","display_name":"Duarte Magalh\u00e3es","orcid":null},"institutions":[{"id":"https://openalex.org/I155381812","display_name":"University of Tr\u00e1s-os-Montes and Alto Douro","ror":"https://ror.org/03qc8vh97","country_code":"PT","type":"education","lineage":["https://openalex.org/I155381812"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Duarte Magalh\u00e3es","raw_affiliation_strings":["Universidade de Tr\u00e1s-os-Montes e Alto Douro, Vila Real, Portugal"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidade de Tr\u00e1s-os-Montes e Alto Douro, Vila Real, Portugal","institution_ids":["https://openalex.org/I155381812"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5006737317","display_name":"Jos\u00e9 Martins","orcid":"https://orcid.org/0000-0002-7787-6305"},"institutions":[{"id":"https://openalex.org/I121345201","display_name":"Instituto de Engenharia de Sistemas e Computadores Investiga\u00e7\u00e3o e Desenvolvimento","ror":"https://ror.org/04mqy3p58","country_code":"PT","type":"nonprofit","lineage":["https://openalex.org/I121345201","https://openalex.org/I4210125590"]},{"id":"https://openalex.org/I155381812","display_name":"University of Tr\u00e1s-os-Montes and Alto Douro","ror":"https://ror.org/03qc8vh97","country_code":"PT","type":"education","lineage":["https://openalex.org/I155381812"]},{"id":"https://openalex.org/I4210166615","display_name":"INESC TEC","ror":"https://ror.org/05fa8ka61","country_code":"PT","type":"nonprofit","lineage":["https://openalex.org/I4210125590","https://openalex.org/I4210166615"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Jos\u00e9 Martins","raw_affiliation_strings":["INESC TEC and UTAD, Vila Real, Portugal","Universidade de Tr\u00e1s-os-Montes e Alto Douro, Vila Real, Portugal"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"INESC TEC and UTAD, Vila Real, Portugal","institution_ids":["https://openalex.org/I121345201","https://openalex.org/I4210166615"]},{"raw_affiliation_string":"Universidade de Tr\u00e1s-os-Montes e Alto Douro, Vila Real, Portugal","institution_ids":["https://openalex.org/I155381812"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5003773176","display_name":"Ramiro Gon\u00e7alves","orcid":"https://orcid.org/0000-0001-8698-866X"},"institutions":[{"id":"https://openalex.org/I121345201","display_name":"Instituto de Engenharia de Sistemas e Computadores Investiga\u00e7\u00e3o e Desenvolvimento","ror":"https://ror.org/04mqy3p58","country_code":"PT","type":"nonprofit","lineage":["https://openalex.org/I121345201","https://openalex.org/I4210125590"]},{"id":"https://openalex.org/I155381812","display_name":"University of Tr\u00e1s-os-Montes and Alto Douro","ror":"https://ror.org/03qc8vh97","country_code":"PT","type":"education","lineage":["https://openalex.org/I155381812"]},{"id":"https://openalex.org/I4210166615","display_name":"INESC TEC","ror":"https://ror.org/05fa8ka61","country_code":"PT","type":"nonprofit","lineage":["https://openalex.org/I4210125590","https://openalex.org/I4210166615"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Ramiro Gon\u00e7alves","raw_affiliation_strings":["INESC TEC and UTAD, Vila Real, Portugal","Universidade de Tr\u00e1s-os-Montes e Alto Douro, Vila Real, Portugal"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"INESC TEC and UTAD, Vila Real, Portugal","institution_ids":["https://openalex.org/I121345201","https://openalex.org/I4210166615"]},{"raw_affiliation_string":"Universidade de Tr\u00e1s-os-Montes e Alto Douro, Vila Real, Portugal","institution_ids":["https://openalex.org/I155381812"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5012981934","display_name":"Frederico Branco","orcid":"https://orcid.org/0000-0001-8434-4887"},"institutions":[{"id":"https://openalex.org/I121345201","display_name":"Instituto de Engenharia de Sistemas e Computadores Investiga\u00e7\u00e3o e Desenvolvimento","ror":"https://ror.org/04mqy3p58","country_code":"PT","type":"nonprofit","lineage":["https://openalex.org/I121345201","https://openalex.org/I4210125590"]},{"id":"https://openalex.org/I155381812","display_name":"University of Tr\u00e1s-os-Montes and Alto Douro","ror":"https://ror.org/03qc8vh97","country_code":"PT","type":"education","lineage":["https://openalex.org/I155381812"]},{"id":"https://openalex.org/I4210166615","display_name":"INESC TEC","ror":"https://ror.org/05fa8ka61","country_code":"PT","type":"nonprofit","lineage":["https://openalex.org/I4210125590","https://openalex.org/I4210166615"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Frederico Branco","raw_affiliation_strings":["INESC TEC and UTAD, Vila Real, Portugal","Universidade de Tr\u00e1s-os-Montes e Alto Douro, Vila Real, Portugal"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"INESC TEC and UTAD, Vila Real, Portugal","institution_ids":["https://openalex.org/I121345201","https://openalex.org/I4210166615"]},{"raw_affiliation_string":"Universidade de Tr\u00e1s-os-Montes e Alto Douro, Vila Real, Portugal","institution_ids":["https://openalex.org/I155381812"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5043568051","display_name":"Manuel Au\u2010Yong\u2010Oliveira","orcid":"https://orcid.org/0000-0002-2154-6171"},"institutions":[{"id":"https://openalex.org/I60858718","display_name":"University of Aveiro","ror":"https://ror.org/00nt41z93","country_code":"PT","type":"education","lineage":["https://openalex.org/I60858718"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Manuel Oliveira","raw_affiliation_strings":["GOVCOPP, DEGEIT, University of Aveiro, Aveiro, Portugal"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"GOVCOPP, DEGEIT, University of Aveiro, Aveiro, Portugal","institution_ids":["https://openalex.org/I60858718"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5069138900","display_name":"Fernando Moreira","orcid":"https://orcid.org/0000-0002-0816-1445"},"institutions":[{"id":"https://openalex.org/I4210153204","display_name":"Universidade Portucalense","ror":"https://ror.org/05wm6p530","country_code":"PT","type":"education","lineage":["https://openalex.org/I4210153204"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Fernando Moreira","raw_affiliation_strings":["Universidade Portucalense, Porto, Portugal"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidade Portucalense, Porto, Portugal","institution_ids":["https://openalex.org/I4210153204"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":6,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.6724,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.86030256,"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":"264","last_page":"273"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10912","display_name":"Telemedicine and Telehealth Implementation","score":0.9674000144004822,"subfield":{"id":"https://openalex.org/subfields/2739","display_name":"Public Health, Environmental and Occupational Health"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},"topics":[{"id":"https://openalex.org/T10912","display_name":"Telemedicine and Telehealth Implementation","score":0.9674000144004822,"subfield":{"id":"https://openalex.org/subfields/2739","display_name":"Public Health, Environmental and Occupational Health"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T10350","display_name":"Electronic Health Records Systems","score":0.9354000091552734,"subfield":{"id":"https://openalex.org/subfields/3605","display_name":"Health Information Management"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/health-care","display_name":"Health care","score":0.6301018595695496},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6202654242515564},{"id":"https://openalex.org/keywords/loyalty","display_name":"Loyalty","score":0.6165844202041626},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.6062432527542114},{"id":"https://openalex.org/keywords/scrutiny","display_name":"Scrutiny","score":0.5901871919631958},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.5283414125442505},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.4706769585609436},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.41278764605522156},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.4054218530654907},{"id":"https://openalex.org/keywords/public-relations","display_name":"Public relations","score":0.387393593788147},{"id":"https://openalex.org/keywords/internet-privacy","display_name":"Internet privacy","score":0.3444363474845886},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.31095385551452637},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.22673529386520386},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.12086367607116699}],"concepts":[{"id":"https://openalex.org/C160735492","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Health care","level":2,"score":0.6301018595695496},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6202654242515564},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.6165844202041626},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6062432527542114},{"id":"https://openalex.org/C2776050585","wikidata":"https://www.wikidata.org/wiki/Q7439360","display_name":"Scrutiny","level":2,"score":0.5901871919631958},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5283414125442505},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.4706769585609436},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.41278764605522156},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4054218530654907},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.387393593788147},{"id":"https://openalex.org/C108827166","wikidata":"https://www.wikidata.org/wiki/Q175975","display_name":"Internet privacy","level":1,"score":0.3444363474845886},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.31095385551452637},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.22673529386520386},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.12086367607116699},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","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/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","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/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","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}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/978-3-319-56541-5_27","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-319-56541-5_27","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"},{"id":"pmh:oai:repositorio.upt.pt:11328/2329","is_oa":true,"landing_page_url":"http://hdl.handle.net/11328/2329","pdf_url":null,"source":{"id":"https://openalex.org/S4306402433","display_name":"Portuguese National Funding Agency for Science, Research and Technology (RCAAP Project by FCT)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"book part"}],"best_oa_location":{"id":"pmh:oai:repositorio.upt.pt:11328/2329","is_oa":true,"landing_page_url":"http://hdl.handle.net/11328/2329","pdf_url":null,"source":{"id":"https://openalex.org/S4306402433","display_name":"Portuguese National Funding Agency for Science, Research and Technology (RCAAP Project by FCT)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"book part"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/17","score":0.47999998927116394,"display_name":"Partnerships for the goals"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":40,"referenced_works":["https://openalex.org/W1490268405","https://openalex.org/W1496734551","https://openalex.org/W1508556750","https://openalex.org/W1529983430","https://openalex.org/W1580880025","https://openalex.org/W1802118294","https://openalex.org/W1934738697","https://openalex.org/W1999528289","https://openalex.org/W2000775051","https://openalex.org/W2002452699","https://openalex.org/W2009315996","https://openalex.org/W2016300291","https://openalex.org/W2027973294","https://openalex.org/W2064222935","https://openalex.org/W2079175867","https://openalex.org/W2090649853","https://openalex.org/W2117203175","https://openalex.org/W2133008279","https://openalex.org/W2137342227","https://openalex.org/W2137557850","https://openalex.org/W2140192905","https://openalex.org/W2144127426","https://openalex.org/W2147270415","https://openalex.org/W2161015626","https://openalex.org/W2163628013","https://openalex.org/W2164013645","https://openalex.org/W2166886466","https://openalex.org/W2167397158","https://openalex.org/W2167875075","https://openalex.org/W2218389510","https://openalex.org/W2265839064","https://openalex.org/W2289412484","https://openalex.org/W2395423523","https://openalex.org/W2398412394","https://openalex.org/W2414719426","https://openalex.org/W2485520022","https://openalex.org/W2497617874","https://openalex.org/W2734956466","https://openalex.org/W2803219454","https://openalex.org/W4210328247"],"related_works":["https://openalex.org/W100069078","https://openalex.org/W4252720601","https://openalex.org/W2186126908","https://openalex.org/W4384565331","https://openalex.org/W2183117573","https://openalex.org/W2770332404","https://openalex.org/W1976150372","https://openalex.org/W2089544520","https://openalex.org/W2080107908","https://openalex.org/W7119722"],"abstract_inverted_index":null,"counts_by_year":[{"year":2019,"cited_by_count":1}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}
