{"id":"https://openalex.org/W2027734636","doi":"https://doi.org/10.1080/10919390802605083","title":"Assessing Customer Satisfaction in a V-commerce Environment","display_name":"Assessing Customer Satisfaction in a V-commerce Environment","publication_year":2009,"publication_date":"2009-01-14","ids":{"openalex":"https://openalex.org/W2027734636","doi":"https://doi.org/10.1080/10919390802605083","mag":"2027734636"},"language":"en","primary_location":{"id":"doi:10.1080/10919390802605083","is_oa":false,"landing_page_url":"https://doi.org/10.1080/10919390802605083","pdf_url":null,"source":{"id":"https://openalex.org/S128779766","display_name":"Journal of Organizational Computing and Electronic Commerce","issn_l":"1054-1721","issn":["1054-1721","1091-9392","1532-7744"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Organizational Computing and Electronic Commerce","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/A5019499930","display_name":"Shuchih Ernest Chang","orcid":"https://orcid.org/0000-0001-5675-2023"},"institutions":[{"id":"https://openalex.org/I162838928","display_name":"National Chung Hsing University","ror":"https://ror.org/05vn3ca78","country_code":"TW","type":"education","lineage":["https://openalex.org/I162838928"]},{"id":"https://openalex.org/I99613584","display_name":"National Taipei University","ror":"https://ror.org/03e29r284","country_code":"TW","type":"education","lineage":["https://openalex.org/I99613584"]}],"countries":["TW"],"is_corresponding":true,"raw_author_name":"Shuchih Ernest Chang","raw_affiliation_strings":["National Chung Hsing University, Taiwan","National Chung-hsing University, Taiwan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"National Chung Hsing University, Taiwan","institution_ids":["https://openalex.org/I162838928","https://openalex.org/I99613584"]},{"raw_affiliation_string":"National Chung-hsing University, Taiwan","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5014563043","display_name":"Yu-Teng Jacky Jang","orcid":"https://orcid.org/0000-0002-9993-5775"},"institutions":[{"id":"https://openalex.org/I162838928","display_name":"National Chung Hsing University","ror":"https://ror.org/05vn3ca78","country_code":"TW","type":"education","lineage":["https://openalex.org/I162838928"]},{"id":"https://openalex.org/I99613584","display_name":"National Taipei University","ror":"https://ror.org/03e29r284","country_code":"TW","type":"education","lineage":["https://openalex.org/I99613584"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Yu-Teng Jang","raw_affiliation_strings":["National Chung Hsing University, Taiwan","National Chung-hsing University, Taiwan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"National Chung Hsing University, Taiwan","institution_ids":["https://openalex.org/I162838928","https://openalex.org/I99613584"]},{"raw_affiliation_string":"National Chung-hsing University, Taiwan","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5019499930"],"corresponding_institution_ids":["https://openalex.org/I162838928","https://openalex.org/I99613584"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.15633634,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":95},"biblio":{"volume":"19","issue":"1","first_page":"30","last_page":"49"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9947999715805054,"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":0.9947999715805054,"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":0.9751999974250793,"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":0.9545000195503235,"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/customer-satisfaction","display_name":"Customer satisfaction","score":0.7808173894882202},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5378543138504028},{"id":"https://openalex.org/keywords/loyalty-business-model","display_name":"Loyalty business model","score":0.4715084135532379},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.460581511259079},{"id":"https://openalex.org/keywords/construct","display_name":"Construct (python library)","score":0.4461796283721924},{"id":"https://openalex.org/keywords/loyalty","display_name":"Loyalty","score":0.42876073718070984},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.4242889881134033},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.3470459580421448},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.3463636040687561},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.2531876564025879},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.24777814745903015},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.16512912511825562}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7808173894882202},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5378543138504028},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.4715084135532379},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.460581511259079},{"id":"https://openalex.org/C2780801425","wikidata":"https://www.wikidata.org/wiki/Q5164392","display_name":"Construct (python library)","level":2,"score":0.4461796283721924},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.42876073718070984},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4242889881134033},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3470459580421448},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3463636040687561},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2531876564025879},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.24777814745903015},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.16512912511825562},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1080/10919390802605083","is_oa":false,"landing_page_url":"https://doi.org/10.1080/10919390802605083","pdf_url":null,"source":{"id":"https://openalex.org/S128779766","display_name":"Journal of Organizational Computing and Electronic Commerce","issn_l":"1054-1721","issn":["1054-1721","1091-9392","1532-7744"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547","https://openalex.org/P4310320449"],"host_organization_lineage_names":["Taylor & Francis","Informa"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Organizational Computing and Electronic Commerce","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[{"id":"https://openalex.org/F4320321040","display_name":"National Science Council","ror":"https://ror.org/02kv4zf79"}],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":53,"referenced_works":["https://openalex.org/W93810849","https://openalex.org/W343999040","https://openalex.org/W1531387534","https://openalex.org/W1560880354","https://openalex.org/W1562891728","https://openalex.org/W1825077972","https://openalex.org/W1968612550","https://openalex.org/W1968728428","https://openalex.org/W1971129545","https://openalex.org/W1971274356","https://openalex.org/W1972623344","https://openalex.org/W1973049810","https://openalex.org/W1973378890","https://openalex.org/W1976201542","https://openalex.org/W1979273654","https://openalex.org/W1979390424","https://openalex.org/W1982983502","https://openalex.org/W1983451630","https://openalex.org/W1989364847","https://openalex.org/W2002687841","https://openalex.org/W2004862769","https://openalex.org/W2009112918","https://openalex.org/W2011054273","https://openalex.org/W2018165958","https://openalex.org/W2029615681","https://openalex.org/W2030319578","https://openalex.org/W2050042584","https://openalex.org/W2056857986","https://openalex.org/W2058755489","https://openalex.org/W2061396766","https://openalex.org/W2062502419","https://openalex.org/W2063986913","https://openalex.org/W2068370738","https://openalex.org/W2074713891","https://openalex.org/W2085581251","https://openalex.org/W2085914392","https://openalex.org/W2086606037","https://openalex.org/W2090210851","https://openalex.org/W2093169932","https://openalex.org/W2123119012","https://openalex.org/W2123665721","https://openalex.org/W2136937872","https://openalex.org/W2149787282","https://openalex.org/W2157200701","https://openalex.org/W2234232270","https://openalex.org/W2314508632","https://openalex.org/W2525874696","https://openalex.org/W2616277245","https://openalex.org/W4229521504","https://openalex.org/W4233456007","https://openalex.org/W4247683719","https://openalex.org/W4300471567","https://openalex.org/W4301377693"],"related_works":["https://openalex.org/W2389397154","https://openalex.org/W3024507329","https://openalex.org/W4389143236","https://openalex.org/W2295479703","https://openalex.org/W72876739","https://openalex.org/W3139251813","https://openalex.org/W2152253706","https://openalex.org/W2357931527","https://openalex.org/W2370799454","https://openalex.org/W2804140287"],"abstract_inverted_index":{"This":[0],"article":[1],"describes":[2],"the":[3,47,51,62,78,93,104,109,121,160,194],"design":[4],"and":[5,61,106,112,154,173,182],"implementation":[6],"of":[7,11,50,56,65,96,108,119,163],"a":[8,16,23,33,38,54],"non-intrusive":[9,127],"method":[10,141,181],"assessing":[12],"customer":[13,58,66,155,165,168],"satisfaction":[14,48,67,79,94],"in":[15],"voice-enabled":[17,34],"electronic":[18],"commerce":[19],"environment.":[20],"After":[21],"recording":[22],"customer's":[24],"speech":[25],"voice":[26,59],"during":[27],"his":[28],"or":[29],"her":[30],"interaction":[31],"with":[32],"Web":[35],"system":[36,82],"(VWS),":[37],"subsequent":[39],"questionnaire":[40],"survey":[41],"was":[42,85,185,190],"immediately":[43],"administered":[44],"to":[45,70,102,134,158],"identify":[46],"level":[49,80,95],"customer.":[52],"Afterward,":[53],"collection":[55],"recorded":[57],"files":[60],"corresponding":[63],"values":[64],"were":[68,100,116],"used":[69,144],"construct":[71],"an":[72],"artificial":[73],"neural":[74],"network-based":[75],"expert":[76],"system,":[77],"assessment":[81],"(SLAS),":[83],"which":[84],"thereafter":[86],"integrated":[87],"into":[88],"VWS":[89,97],"for":[90,187],"automatically":[91],"detecting":[92],"users.":[98],"Experiments":[99],"performed":[101],"test":[103],"feasibility":[105],"applicability":[107],"proposed":[110,140,178],"method,":[111],"good":[113],"preliminary":[114],"results":[115],"derived.":[117],"Instead":[118],"using":[120],"conventional":[122],"questionnaire-based":[123],"approach,":[124],"SLAS":[125,179],"is":[126],"because":[128],"it":[129],"does":[130],"not":[131],"require":[132],"users":[133],"fill":[135],"out":[136],"any":[137],"questionnaire.":[138],"The":[139,177],"can":[142],"be":[143],"by":[145,193],"various":[146],"voice-based":[147],"business":[148,161],"applications,":[149],"such":[150],"as":[151],"call":[152],"centers":[153],"relationship":[156],"management,":[157],"achieve":[159],"objective":[162],"improving":[164],"satisfaction,":[166],"enforcing":[167],"loyalty,":[169],"increasing":[170],"re-purchase":[171],"rate,":[172],"enhancing":[174],"enterprise's":[175],"benefits.":[176],"(including":[180],"system)":[183],"that":[184],"filed":[186],"patent":[188],"application":[189],"recently":[191],"approved":[192],"Taiwan":[195],"Intellectual":[196],"Property":[197],"Office":[198],"under":[199],"Patent":[200],"No.":[201],"I268478.":[202]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2015,"cited_by_count":1}],"updated_date":"2026-08-15T07:11:24.734988","created_date":"2025-10-10T00:00:00"}