{"id":"https://openalex.org/W7119473308","doi":"https://doi.org/10.1007/s41060-025-01015-3","title":"An explainable AI-driven framework integrating SHAP and QFD for transitioning from CRM to CJM in customer-centric optimization","display_name":"An explainable AI-driven framework integrating SHAP and QFD for transitioning from CRM to CJM in customer-centric optimization","publication_year":2026,"publication_date":"2026-01-09","ids":{"openalex":"https://openalex.org/W7119473308","doi":"https://doi.org/10.1007/s41060-025-01015-3"},"language":"en","primary_location":{"id":"doi:10.1007/s41060-025-01015-3","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s41060-025-01015-3","pdf_url":null,"source":{"id":"https://openalex.org/S4210195017","display_name":"International Journal of Data Science and Analytics","issn_l":"2364-415X","issn":["2364-415X","2364-4168"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319972","host_organization_name":"Springer International Publishing","host_organization_lineage":["https://openalex.org/P4310319972","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer International Publishing","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Data Science and Analytics","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/A5060006535","display_name":"Tzu-Chien Wang","orcid":"https://orcid.org/0000-0002-0531-4346"},"institutions":[{"id":"https://openalex.org/I185940356","display_name":"Soochow University","ror":"https://ror.org/05kvm7n82","country_code":"TW","type":"education","lineage":["https://openalex.org/I185940356"]}],"countries":["TW"],"is_corresponding":true,"raw_author_name":"Tzu-Chien Wang","raw_affiliation_strings":["Department of Computer Science and Information Management, Soochow University, No. 56, Sec. 1, Guiyang St., Zhongzheng Dist., Taipei City 100, Taiwan"],"affiliations":[{"raw_affiliation_string":"Department of Computer Science and Information Management, Soochow University, No. 56, Sec. 1, Guiyang St., Zhongzheng Dist., Taipei City 100, Taiwan","institution_ids":["https://openalex.org/I185940356"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5060006535"],"corresponding_institution_ids":["https://openalex.org/I185940356"],"apc_list":{"value":2390,"currency":"EUR","value_usd":2990},"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0643707,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"22","issue":"1","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.15530000627040863,"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/T12384","display_name":"Customer churn and segmentation","score":0.15530000627040863,"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/T12945","display_name":"Quality Function Deployment in Product Design","score":0.13590000569820404,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.09430000185966492,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/executable","display_name":"Executable","score":0.48840001225471497},{"id":"https://openalex.org/keywords/operationalization","display_name":"Operationalization","score":0.46549999713897705},{"id":"https://openalex.org/keywords/blueprint","display_name":"Blueprint","score":0.4140999913215637},{"id":"https://openalex.org/keywords/quality-function-deployment","display_name":"Quality function deployment","score":0.4113999903202057},{"id":"https://openalex.org/keywords/scalability","display_name":"Scalability","score":0.4027999937534332},{"id":"https://openalex.org/keywords/software-deployment","display_name":"Software deployment","score":0.391400009393692},{"id":"https://openalex.org/keywords/key","display_name":"Key (lock)","score":0.38440001010894775},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.37040001153945923},{"id":"https://openalex.org/keywords/resource-allocation","display_name":"Resource allocation","score":0.3425000011920929},{"id":"https://openalex.org/keywords/product","display_name":"Product (mathematics)","score":0.3278999924659729}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7551000118255615},{"id":"https://openalex.org/C160145156","wikidata":"https://www.wikidata.org/wiki/Q778586","display_name":"Executable","level":2,"score":0.48840001225471497},{"id":"https://openalex.org/C9354725","wikidata":"https://www.wikidata.org/wiki/Q286017","display_name":"Operationalization","level":2,"score":0.46549999713897705},{"id":"https://openalex.org/C155911762","wikidata":"https://www.wikidata.org/wiki/Q422321","display_name":"Blueprint","level":2,"score":0.4140999913215637},{"id":"https://openalex.org/C86992474","wikidata":"https://www.wikidata.org/wiki/Q763591","display_name":"Quality function deployment","level":3,"score":0.4113999903202057},{"id":"https://openalex.org/C48044578","wikidata":"https://www.wikidata.org/wiki/Q727490","display_name":"Scalability","level":2,"score":0.4027999937534332},{"id":"https://openalex.org/C105339364","wikidata":"https://www.wikidata.org/wiki/Q2297740","display_name":"Software deployment","level":2,"score":0.391400009393692},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.38440001010894775},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.37040001153945923},{"id":"https://openalex.org/C115903868","wikidata":"https://www.wikidata.org/wiki/Q80993","display_name":"Software engineering","level":1,"score":0.36800000071525574},{"id":"https://openalex.org/C29202148","wikidata":"https://www.wikidata.org/wiki/Q287260","display_name":"Resource allocation","level":2,"score":0.3425000011920929},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.3278999924659729},{"id":"https://openalex.org/C127705205","wikidata":"https://www.wikidata.org/wiki/Q5748245","display_name":"Heuristics","level":2,"score":0.3221000134944916},{"id":"https://openalex.org/C43521106","wikidata":"https://www.wikidata.org/wiki/Q2165493","display_name":"Pipeline (software)","level":2,"score":0.3197999894618988},{"id":"https://openalex.org/C206345919","wikidata":"https://www.wikidata.org/wiki/Q20380951","display_name":"Resource (disambiguation)","level":2,"score":0.31349998712539673},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.30000001192092896},{"id":"https://openalex.org/C14185376","wikidata":"https://www.wikidata.org/wiki/Q30232","display_name":"Agile software development","level":2,"score":0.29919999837875366},{"id":"https://openalex.org/C2778813691","wikidata":"https://www.wikidata.org/wiki/Q1369832","display_name":"Purchasing","level":2,"score":0.29910001158714294},{"id":"https://openalex.org/C162262903","wikidata":"https://www.wikidata.org/wiki/Q343527","display_name":"Allocator","level":2,"score":0.2906999886035919},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.28940001130104065},{"id":"https://openalex.org/C63000827","wikidata":"https://www.wikidata.org/wiki/Q3080428","display_name":"Software portability","level":2,"score":0.28760001063346863},{"id":"https://openalex.org/C68991459","wikidata":"https://www.wikidata.org/wiki/Q11700776","display_name":"Value proposition","level":2,"score":0.2809999883174896},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.2809000015258789},{"id":"https://openalex.org/C127722929","wikidata":"https://www.wikidata.org/wiki/Q7833714","display_name":"Transaction data","level":3,"score":0.2797999978065491},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.27619999647140503},{"id":"https://openalex.org/C2780609101","wikidata":"https://www.wikidata.org/wiki/Q17156588","display_name":"Resource management (computing)","level":2,"score":0.27570000290870667},{"id":"https://openalex.org/C44210515","wikidata":"https://www.wikidata.org/wiki/Q16968978","display_name":"Bespoke","level":2,"score":0.26820001006126404},{"id":"https://openalex.org/C500882744","wikidata":"https://www.wikidata.org/wiki/Q269236","display_name":"Latent Dirichlet allocation","level":3,"score":0.26669999957084656},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.2619999945163727},{"id":"https://openalex.org/C2776937656","wikidata":"https://www.wikidata.org/wiki/Q2229669","display_name":"Nesting (process)","level":2,"score":0.26100000739097595},{"id":"https://openalex.org/C14036430","wikidata":"https://www.wikidata.org/wiki/Q3736076","display_name":"Function (biology)","level":2,"score":0.25690001249313354},{"id":"https://openalex.org/C39920170","wikidata":"https://www.wikidata.org/wiki/Q693083","display_name":"Soundness","level":2,"score":0.2565999925136566},{"id":"https://openalex.org/C137981799","wikidata":"https://www.wikidata.org/wiki/Q1369184","display_name":"Reusability","level":3,"score":0.25459998846054077},{"id":"https://openalex.org/C67186912","wikidata":"https://www.wikidata.org/wiki/Q367664","display_name":"Data modeling","level":2,"score":0.25380000472068787},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.25380000472068787},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.2508000135421753}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/s41060-025-01015-3","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s41060-025-01015-3","pdf_url":null,"source":{"id":"https://openalex.org/S4210195017","display_name":"International Journal of Data Science and Analytics","issn_l":"2364-415X","issn":["2364-415X","2364-4168"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319972","host_organization_name":"Springer International Publishing","host_organization_lineage":["https://openalex.org/P4310319972","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer International Publishing","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Data Science and Analytics","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8","score":0.41432785987854004}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":11,"referenced_works":["https://openalex.org/W2025348367","https://openalex.org/W2163290544","https://openalex.org/W2319851968","https://openalex.org/W2422895071","https://openalex.org/W2443567239","https://openalex.org/W2785473924","https://openalex.org/W2963860056","https://openalex.org/W3009370047","https://openalex.org/W3125118956","https://openalex.org/W3162650135","https://openalex.org/W4200057456"],"related_works":[],"abstract_inverted_index":null,"counts_by_year":[],"updated_date":"2026-01-10T23:39:48.068659","created_date":"2026-01-09T00:00:00"}
