{"id":"https://openalex.org/W4379515946","doi":"https://doi.org/10.1080/10919392.2023.2210049","title":"DEEP LEARNING-BASED CUSTOMER COMPLAINT MANAGEMENT","display_name":"DEEP LEARNING-BASED CUSTOMER COMPLAINT MANAGEMENT","publication_year":2022,"publication_date":"2022-10-02","ids":{"openalex":"https://openalex.org/W4379515946","doi":"https://doi.org/10.1080/10919392.2023.2210049"},"language":"en","primary_location":{"id":"doi:10.1080/10919392.2023.2210049","is_oa":false,"landing_page_url":"https://doi.org/10.1080/10919392.2023.2210049","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"],"host_organization_lineage_names":["Taylor & Francis"],"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/A5043947638","display_name":"Y\u0131ld\u0131ray Anag\u00fcn","orcid":"https://orcid.org/0000-0002-7743-0709"},"institutions":[{"id":"https://openalex.org/I51209816","display_name":"Eski\u015fehir Osmangazi University","ror":"https://ror.org/01dzjez04","country_code":"TR","type":"education","lineage":["https://openalex.org/I51209816"]}],"countries":["TR"],"is_corresponding":true,"raw_author_name":"Yildiray Anagun","raw_affiliation_strings":["Department of Computer Engineering, Eskisehir Osmangazi University, Meselik Campus, Eskisehir, Turkey"],"affiliations":[{"raw_affiliation_string":"Department of Computer Engineering, Eskisehir Osmangazi University, Meselik Campus, Eskisehir, Turkey","institution_ids":["https://openalex.org/I51209816"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5092097438","display_name":"Nur Sultan Bolel","orcid":null},"institutions":[{"id":"https://openalex.org/I51209816","display_name":"Eski\u015fehir Osmangazi University","ror":"https://ror.org/01dzjez04","country_code":"TR","type":"education","lineage":["https://openalex.org/I51209816"]}],"countries":["TR"],"is_corresponding":false,"raw_author_name":"Nur Sultan Bolel","raw_affiliation_strings":["Department of Computer Engineering, Eskisehir Osmangazi University, Meselik Campus, Eskisehir, Turkey"],"affiliations":[{"raw_affiliation_string":"Department of Computer Engineering, Eskisehir Osmangazi University, Meselik Campus, Eskisehir, Turkey","institution_ids":["https://openalex.org/I51209816"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5046578097","display_name":"\u015eahin I\u015f\u0131k","orcid":"https://orcid.org/0000-0003-1768-7104"},"institutions":[{"id":"https://openalex.org/I51209816","display_name":"Eski\u015fehir Osmangazi University","ror":"https://ror.org/01dzjez04","country_code":"TR","type":"education","lineage":["https://openalex.org/I51209816"]}],"countries":["TR"],"is_corresponding":false,"raw_author_name":"Sahin Isik","raw_affiliation_strings":["Department of Computer Engineering, Eskisehir Osmangazi University, Meselik Campus, Eskisehir, Turkey"],"affiliations":[{"raw_affiliation_string":"Department of Computer Engineering, Eskisehir Osmangazi University, Meselik Campus, Eskisehir, Turkey","institution_ids":["https://openalex.org/I51209816"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5101209810","display_name":"Serif Ercan Ozkan","orcid":null},"institutions":[{"id":"https://openalex.org/I51209816","display_name":"Eski\u015fehir Osmangazi University","ror":"https://ror.org/01dzjez04","country_code":"TR","type":"education","lineage":["https://openalex.org/I51209816"]}],"countries":["TR"],"is_corresponding":false,"raw_author_name":"Serif Ercan Ozkan","raw_affiliation_strings":["Department of Computer Engineering, Eskisehir Osmangazi University, Meselik Campus, Eskisehir, Turkey"],"affiliations":[{"raw_affiliation_string":"Department of Computer Engineering, Eskisehir Osmangazi University, Meselik Campus, Eskisehir, Turkey","institution_ids":["https://openalex.org/I51209816"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5043947638"],"corresponding_institution_ids":["https://openalex.org/I51209816"],"apc_list":null,"apc_paid":null,"fwci":1.1292,"has_fulltext":false,"cited_by_count":10,"citation_normalized_percentile":{"value":0.81708945,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":96,"max":100},"biblio":{"volume":"32","issue":"3-4","first_page":"217","last_page":"231"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T14373","display_name":"Securities Regulation and Market Practices","score":0.9854000210762024,"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/T14373","display_name":"Securities Regulation and Market Practices","score":0.9854000210762024,"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/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9847000241279602,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12519","display_name":"Cybercrime and Law Enforcement Studies","score":0.9781000018119812,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/complaint","display_name":"Complaint","score":0.9141464233398438},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7287831902503967},{"id":"https://openalex.org/keywords/categorization","display_name":"Categorization","score":0.6320391297340393},{"id":"https://openalex.org/keywords/customer-base","display_name":"Customer base","score":0.5046051740646362},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.4642195701599121},{"id":"https://openalex.org/keywords/agglutinative-language","display_name":"Agglutinative language","score":0.45954957604408264},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.4482295513153076},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.43928948044776917},{"id":"https://openalex.org/keywords/turkish","display_name":"Turkish","score":0.43477508425712585},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.43171826004981995},{"id":"https://openalex.org/keywords/machine-learning","display_name":"Machine learning","score":0.4220951497554779},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.3705154061317444},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.32035350799560547},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.27829432487487793},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.22159257531166077},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.19491571187973022},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.11747172474861145},{"id":"https://openalex.org/keywords/database","display_name":"Database","score":0.10092511773109436}],"concepts":[{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.9141464233398438},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7287831902503967},{"id":"https://openalex.org/C94124525","wikidata":"https://www.wikidata.org/wiki/Q912550","display_name":"Categorization","level":2,"score":0.6320391297340393},{"id":"https://openalex.org/C2777276756","wikidata":"https://www.wikidata.org/wiki/Q5196446","display_name":"Customer base","level":2,"score":0.5046051740646362},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4642195701599121},{"id":"https://openalex.org/C80875076","wikidata":"https://www.wikidata.org/wiki/Q171263","display_name":"Agglutinative language","level":3,"score":0.45954957604408264},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.4482295513153076},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.43928948044776917},{"id":"https://openalex.org/C2781121862","wikidata":"https://www.wikidata.org/wiki/Q256","display_name":"Turkish","level":2,"score":0.43477508425712585},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.43171826004981995},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.4220951497554779},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.3705154061317444},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.32035350799560547},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.27829432487487793},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.22159257531166077},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.19491571187973022},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.11747172474861145},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.10092511773109436},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C165297611","wikidata":"https://www.wikidata.org/wiki/Q43249","display_name":"Morpheme","level":2,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1080/10919392.2023.2210049","is_oa":false,"landing_page_url":"https://doi.org/10.1080/10919392.2023.2210049","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"],"host_organization_lineage_names":["Taylor & Francis"],"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":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":42,"referenced_works":["https://openalex.org/W1832693441","https://openalex.org/W1996211074","https://openalex.org/W2014545475","https://openalex.org/W2053154970","https://openalex.org/W2125569632","https://openalex.org/W2194775991","https://openalex.org/W2286300105","https://openalex.org/W2346026989","https://openalex.org/W2428528690","https://openalex.org/W2555756618","https://openalex.org/W2561300216","https://openalex.org/W2597601064","https://openalex.org/W2739515596","https://openalex.org/W2739996966","https://openalex.org/W2741271950","https://openalex.org/W2767170153","https://openalex.org/W2789828921","https://openalex.org/W2790422156","https://openalex.org/W2951559648","https://openalex.org/W2954256031","https://openalex.org/W2963355447","https://openalex.org/W2963446712","https://openalex.org/W2963477629","https://openalex.org/W2964046515","https://openalex.org/W2965118370","https://openalex.org/W2970475134","https://openalex.org/W2981851313","https://openalex.org/W3000560830","https://openalex.org/W3006271038","https://openalex.org/W3038024393","https://openalex.org/W3044571031","https://openalex.org/W3114971356","https://openalex.org/W3123679541","https://openalex.org/W3132467470","https://openalex.org/W3138900755","https://openalex.org/W3164557067","https://openalex.org/W3193708528","https://openalex.org/W4206897079","https://openalex.org/W4207014596","https://openalex.org/W4229742094","https://openalex.org/W4293219931","https://openalex.org/W4309778924"],"related_works":["https://openalex.org/W4286775473","https://openalex.org/W1973295013","https://openalex.org/W1968335782","https://openalex.org/W2385901836","https://openalex.org/W2500523674","https://openalex.org/W2919924281","https://openalex.org/W2893602346","https://openalex.org/W2247163590","https://openalex.org/W3038050039","https://openalex.org/W4322731676"],"abstract_inverted_index":{"In":[0,87],"recent":[1],"years,":[2],"managing":[3],"customer":[4,17,35,94,158],"complaints":[5,31,40,52,57],"poses":[6],"a":[7,73,105,154,169],"problem":[8,85],"for":[9,76,99,108,153],"companies":[10,70],"due":[11],"to":[12,25,33,41,51],"the":[13,21,28,48,62,65,69,84,123,126,129,137,176,180,187],"increasing":[14],"market":[15],"and":[16,37,53,116],"base.":[18],"One":[19],"of":[20,30,79,128,140,157,175],"most":[22],"effective":[23,185],"ways":[24],"speed":[26],"up":[27],"handling":[29],"is":[32,183],"categorize":[34],"issues":[36],"automatically":[38],"forward":[39],"relevant":[42],"officers":[43],"or":[44],"departments.":[45],"This":[46],"reduces":[47],"response":[49],"time":[50],"ensures":[54],"that":[55,179],"specific":[56],"are":[58],"being":[59],"handled":[60],"by":[61,135],"people":[63],"with":[64,168],"right":[66],"expertise.":[67],"Also,":[68],"can":[71],"create":[72],"strategy":[74],"exclusively":[75],"certain":[77],"types":[78],"problems,":[80],"which":[81],"will":[82],"hasten":[83],"resolution.":[86],"this":[88],"article,":[89],"we":[90],"propose":[91],"an":[92],"intelligent":[93],"complaint":[95],"management":[96],"system":[97],"(CCMS)":[98],"financial":[100],"services":[101],"organizations.":[102],"We":[103],"described":[104],"pre-processing":[106,141],"technique":[107],"Turkish":[109],"agglutinative":[110],"language":[111],"using":[112],"deep":[113],"learning":[114],"algorithms":[115],"it":[117,161],"was":[118],"not":[119,146],"previously":[120],"considered":[121],"in":[122],"literature.":[124],"Furthermore,":[125],"performance":[127],"algorithm":[130],"has":[131],"been":[132],"significantly":[133],"increased":[134],"choosing":[136],"appropriate":[138],"combinations":[139],"tasks.":[142],"The":[143,173],"proposed":[144,181],"method":[145],"only":[147],"greatly":[148],"increases":[149],"text":[150],"classification\u2019s":[151],"utility":[152],"broader":[155],"range":[156],"complaints,":[159],"but":[160],"also":[162],"yields":[163],"improved":[164],"overall":[165],"performance,":[166],"recorded":[167],"96%":[170],"accuracy":[171],"score.":[172],"findings":[174],"experiments":[177],"show":[178],"approach":[182],"more":[184],"than":[186],"other":[188],"state-of-the-art":[189],"strategies.":[190]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":5}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
