{"id":"https://openalex.org/W3170141609","doi":"https://doi.org/10.1007/s11042-021-10897-x","title":"Capturing the real customer experience based on the parameters in the call detail records","display_name":"Capturing the real customer experience based on the parameters in the call detail records","publication_year":2021,"publication_date":"2021-06-04","ids":{"openalex":"https://openalex.org/W3170141609","doi":"https://doi.org/10.1007/s11042-021-10897-x","mag":"3170141609"},"language":"en","primary_location":{"id":"doi:10.1007/s11042-021-10897-x","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s11042-021-10897-x","pdf_url":null,"source":{"id":"https://openalex.org/S110206669","display_name":"Multimedia Tools and Applications","issn_l":"1380-7501","issn":["1380-7501","1573-7721"],"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":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Multimedia Tools and Applications","raw_type":"journal-article"},"type":"article","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/A5037297930","display_name":"Nusratullah Khan","orcid":null},"institutions":[{"id":"https://openalex.org/I113133037","display_name":"Yanbu University College","ror":"https://ror.org/011adk382","country_code":"SA","type":"education","lineage":["https://openalex.org/I113133037"]}],"countries":["SA"],"is_corresponding":false,"raw_author_name":"Nusratullah Khan","raw_affiliation_strings":["Department of Computer Science, Yanbu University College, Yanbu, Saudi Arabia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Computer Science, Yanbu University College, Yanbu, Saudi Arabia","institution_ids":["https://openalex.org/I113133037"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5017346745","display_name":"Muhammad Usman Akram","orcid":"https://orcid.org/0000-0002-6208-7231"},"institutions":[{"id":"https://openalex.org/I929597975","display_name":"National University of Sciences and Technology","ror":"https://ror.org/03w2j5y17","country_code":"PK","type":"education","lineage":["https://openalex.org/I929597975"]}],"countries":["PK"],"is_corresponding":false,"raw_author_name":"Muhammad Usman Akram","raw_affiliation_strings":["National University of Sciences and Technology, Islamabad, Pakistan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"National University of Sciences and Technology, Islamabad, Pakistan","institution_ids":["https://openalex.org/I929597975"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5049307628","display_name":"Asadullah Shah","orcid":"https://orcid.org/0000-0002-9149-328X"},"institutions":[{"id":"https://openalex.org/I4164984","display_name":"International Islamic University Malaysia","ror":"https://ror.org/03s9hs139","country_code":"MY","type":"education","lineage":["https://openalex.org/I4164984"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Asadullah Shah","raw_affiliation_strings":["International Islamic University Malaysia, Gombak, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"International Islamic University Malaysia, Gombak, Malaysia","institution_ids":["https://openalex.org/I4164984"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5036220067","display_name":"Norah Saleh Alghamdi","orcid":"https://orcid.org/0000-0001-6421-6001"},"institutions":[{"id":"https://openalex.org/I106778892","display_name":"Princess Nourah bint Abdulrahman University","ror":"https://ror.org/05b0cyh02","country_code":"SA","type":"education","lineage":["https://openalex.org/I106778892"]}],"countries":["SA"],"is_corresponding":true,"raw_author_name":"Norah Saleh Alghamdi","raw_affiliation_strings":["College of Computer and Information Sciences, Princess Nourah bint Abdulrahman University, 11671, Riyadh, Saudi Arabia"],"raw_orcid":"https://orcid.org/0000-0001-6421-6001","affiliations":[{"raw_affiliation_string":"College of Computer and Information Sciences, Princess Nourah bint Abdulrahman University, 11671, Riyadh, Saudi Arabia","institution_ids":["https://openalex.org/I106778892"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5050441398","display_name":"Shoab Ahmed Khan","orcid":"https://orcid.org/0000-0003-0265-8204"},"institutions":[{"id":"https://openalex.org/I929597975","display_name":"National University of Sciences and Technology","ror":"https://ror.org/03w2j5y17","country_code":"PK","type":"education","lineage":["https://openalex.org/I929597975"]}],"countries":["PK"],"is_corresponding":false,"raw_author_name":"Shoab Ahmed Khan","raw_affiliation_strings":["National University of Sciences and Technology, Islamabad, Pakistan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"National University of Sciences and Technology, Islamabad, Pakistan","institution_ids":["https://openalex.org/I929597975"]}]}],"institutions":[],"countries_distinct_count":3,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5036220067"],"corresponding_institution_ids":["https://openalex.org/I106778892"],"apc_list":{"value":2890,"currency":"USD","value_usd":2890},"apc_paid":null,"fwci":0.5867,"has_fulltext":false,"cited_by_count":4,"citation_normalized_percentile":{"value":0.72900526,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":97},"biblio":{"volume":"80","issue":"18","first_page":"28439","last_page":"28461"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"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":0.9980000257492065,"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/T12384","display_name":"Customer churn and segmentation","score":0.9980000257492065,"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":0.9962000250816345,"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":0.8341281414031982},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.511254072189331},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.43449854850769043},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.3953593969345093},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.147141695022583},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.13451600074768066}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.8341281414031982},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.511254072189331},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.43449854850769043},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.3953593969345093},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.147141695022583},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.13451600074768066}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/s11042-021-10897-x","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s11042-021-10897-x","pdf_url":null,"source":{"id":"https://openalex.org/S110206669","display_name":"Multimedia Tools and Applications","issn_l":"1380-7501","issn":["1380-7501","1573-7721"],"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":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Multimedia Tools and Applications","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9","score":0.4300000071525574}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":14,"referenced_works":["https://openalex.org/W158044045","https://openalex.org/W1546777109","https://openalex.org/W1974596757","https://openalex.org/W1995026436","https://openalex.org/W2059965628","https://openalex.org/W2339680942","https://openalex.org/W2562283818","https://openalex.org/W2786919383","https://openalex.org/W2895425194","https://openalex.org/W2908414126","https://openalex.org/W2919233803","https://openalex.org/W2991822700","https://openalex.org/W4236620696","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2748952813","https://openalex.org/W2390279801","https://openalex.org/W2358668433","https://openalex.org/W2376932109","https://openalex.org/W2001405890","https://openalex.org/W2382290278","https://openalex.org/W2478288626","https://openalex.org/W2350741829","https://openalex.org/W2530322880","https://openalex.org/W1596801655"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":2}],"updated_date":"2026-07-29T09:40:50.615796","created_date":"2025-10-10T00:00:00"}