{"id":"https://openalex.org/W2561434135","doi":"https://doi.org/10.1007/978-3-319-50880-1_16","title":"A Simulation Model to Improve Customer Service in an Information Security Company","display_name":"A Simulation Model to Improve Customer Service in an Information Security Company","publication_year":2016,"publication_date":"2016-01-01","ids":{"openalex":"https://openalex.org/W2561434135","doi":"https://doi.org/10.1007/978-3-319-50880-1_16","mag":"2561434135"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-319-50880-1_16","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-319-50880-1_16","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":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5074479078","display_name":"Germ\u00e1n M\u00e9ndez-Giraldo","orcid":"https://orcid.org/0000-0003-0885-2518"},"institutions":[{"id":"https://openalex.org/I332011152","display_name":"District University of Bogot\u00e1","ror":"https://ror.org/02jsxd428","country_code":"CO","type":"education","lineage":["https://openalex.org/I332011152"]}],"countries":["CO"],"is_corresponding":true,"raw_author_name":"Germ\u00e1n Andr\u00e9s M\u00e9ndez-Giraldo","raw_affiliation_strings":["Universidad Distrital Francisco Jos\u00e9 de Caldas, Bogot\u00e1, D.C., Colombia"],"affiliations":[{"raw_affiliation_string":"Universidad Distrital Francisco Jos\u00e9 de Caldas, Bogot\u00e1, D.C., Colombia","institution_ids":["https://openalex.org/I332011152"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5051142477","display_name":"N\u00e9stor David Rodriguez-Garz\u00f3n","orcid":null},"institutions":[{"id":"https://openalex.org/I332011152","display_name":"District University of Bogot\u00e1","ror":"https://ror.org/02jsxd428","country_code":"CO","type":"education","lineage":["https://openalex.org/I332011152"]}],"countries":["CO"],"is_corresponding":false,"raw_author_name":"N\u00e9stor David Rodriguez-Garz\u00f3n","raw_affiliation_strings":["Universidad Distrital Francisco Jos\u00e9 de Caldas, Bogot\u00e1, D.C., Colombia"],"affiliations":[{"raw_affiliation_string":"Universidad Distrital Francisco Jos\u00e9 de Caldas, Bogot\u00e1, D.C., Colombia","institution_ids":["https://openalex.org/I332011152"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5069707298","display_name":"Pablo Cesar Aranda-Rivera","orcid":null},"institutions":[{"id":"https://openalex.org/I332011152","display_name":"District University of Bogot\u00e1","ror":"https://ror.org/02jsxd428","country_code":"CO","type":"education","lineage":["https://openalex.org/I332011152"]}],"countries":["CO"],"is_corresponding":false,"raw_author_name":"Pablo Cesar Aranda-Rivera","raw_affiliation_strings":["Universidad Distrital Francisco Jos\u00e9 de Caldas, Bogot\u00e1, D.C., Colombia"],"affiliations":[{"raw_affiliation_string":"Universidad Distrital Francisco Jos\u00e9 de Caldas, Bogot\u00e1, D.C., Colombia","institution_ids":["https://openalex.org/I332011152"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5074479078"],"corresponding_institution_ids":["https://openalex.org/I332011152"],"apc_list":null,"apc_paid":null,"fwci":1.3717,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.83773039,"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":"178","last_page":"187"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9864000082015991,"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/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9864000082015991,"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/T13886","display_name":"Operations Management Techniques","score":0.9836000204086304,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9825999736785889,"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/service","display_name":"Service (business)","score":0.6425170302391052},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6134973168373108},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.6022729277610779},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.5419474840164185},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.5353930592536926},{"id":"https://openalex.org/keywords/quality-of-service","display_name":"Quality of service","score":0.4937184751033783},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.4068419635295868},{"id":"https://openalex.org/keywords/operations-research","display_name":"Operations research","score":0.39698877930641174},{"id":"https://openalex.org/keywords/risk-analysis","display_name":"Risk analysis (engineering)","score":0.39658474922180176},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.39475953578948975},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.32318025827407837},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.2335837483406067},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.1947774887084961},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.08337876200675964}],"concepts":[{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6425170302391052},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6134973168373108},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6022729277610779},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5419474840164185},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.5353930592536926},{"id":"https://openalex.org/C5119721","wikidata":"https://www.wikidata.org/wiki/Q220501","display_name":"Quality of service","level":2,"score":0.4937184751033783},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.4068419635295868},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.39698877930641174},{"id":"https://openalex.org/C112930515","wikidata":"https://www.wikidata.org/wiki/Q4389547","display_name":"Risk analysis (engineering)","level":1,"score":0.39658474922180176},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.39475953578948975},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.32318025827407837},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.2335837483406067},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.1947774887084961},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.08337876200675964},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","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":1,"locations":[{"id":"doi:10.1007/978-3-319-50880-1_16","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-319-50880-1_16","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"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/16","score":0.7799999713897705,"display_name":"Peace, Justice and strong institutions"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":13,"referenced_works":["https://openalex.org/W121870772","https://openalex.org/W1984638185","https://openalex.org/W1988662533","https://openalex.org/W1993326409","https://openalex.org/W2036742382","https://openalex.org/W2039222092","https://openalex.org/W2057687757","https://openalex.org/W2072348358","https://openalex.org/W2126290931","https://openalex.org/W2126716140","https://openalex.org/W2516343538","https://openalex.org/W2543699628","https://openalex.org/W2948952656"],"related_works":["https://openalex.org/W2323516465","https://openalex.org/W4238615239","https://openalex.org/W2063960996","https://openalex.org/W2085045797","https://openalex.org/W2170179501","https://openalex.org/W1998565590","https://openalex.org/W2061423566","https://openalex.org/W2342975177","https://openalex.org/W2135735066","https://openalex.org/W1480110329"],"abstract_inverted_index":null,"counts_by_year":[{"year":2016,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
