{"id":"https://openalex.org/W2767170153","doi":"https://doi.org/10.1109/apnoms.2017.8094130","title":"Using kernel density estimation to target customer complaint handling service","display_name":"Using kernel density estimation to target customer complaint handling service","publication_year":2017,"publication_date":"2017-09-01","ids":{"openalex":"https://openalex.org/W2767170153","doi":"https://doi.org/10.1109/apnoms.2017.8094130","mag":"2767170153"},"language":"en","primary_location":{"id":"doi:10.1109/apnoms.2017.8094130","is_oa":false,"landing_page_url":"https://doi.org/10.1109/apnoms.2017.8094130","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2017 19th Asia-Pacific Network Operations and Management Symposium (APNOMS)","raw_type":"proceedings-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/A5007202643","display_name":"Hsin-Chieh Chao","orcid":null},"institutions":[{"id":"https://openalex.org/I92172085","display_name":"Chunghwa Telecom (Taiwan)","ror":"https://ror.org/04f786589","country_code":"TW","type":"company","lineage":["https://openalex.org/I92172085"]}],"countries":["TW"],"is_corresponding":true,"raw_author_name":"Hsin-Chieh Chao","raw_affiliation_strings":["Wireless Communication Laboratory, Chunghwa Telecom Laboratories Taoyuan, R.O.C, Taiwan"],"affiliations":[{"raw_affiliation_string":"Wireless Communication Laboratory, Chunghwa Telecom Laboratories Taoyuan, R.O.C, Taiwan","institution_ids":["https://openalex.org/I92172085"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5063955961","display_name":"Kai-An Tang","orcid":null},"institutions":[{"id":"https://openalex.org/I92172085","display_name":"Chunghwa Telecom (Taiwan)","ror":"https://ror.org/04f786589","country_code":"TW","type":"company","lineage":["https://openalex.org/I92172085"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Kai-An Tang","raw_affiliation_strings":["Wireless Communication Laboratory, Chunghwa Telecom Laboratories Taoyuan, R.O.C, Taiwan"],"affiliations":[{"raw_affiliation_string":"Wireless Communication Laboratory, Chunghwa Telecom Laboratories Taoyuan, R.O.C, Taiwan","institution_ids":["https://openalex.org/I92172085"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5047079472","display_name":"Yin-Hsin Liu","orcid":null},"institutions":[{"id":"https://openalex.org/I92172085","display_name":"Chunghwa Telecom (Taiwan)","ror":"https://ror.org/04f786589","country_code":"TW","type":"company","lineage":["https://openalex.org/I92172085"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Yin-Hsin Liu","raw_affiliation_strings":["Wireless Communication Laboratory, Chunghwa Telecom Laboratories Taoyuan, R.O.C, Taiwan"],"affiliations":[{"raw_affiliation_string":"Wireless Communication Laboratory, Chunghwa Telecom Laboratories Taoyuan, R.O.C, Taiwan","institution_ids":["https://openalex.org/I92172085"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5020035155","display_name":"Chang-Yu Hsu","orcid":null},"institutions":[{"id":"https://openalex.org/I92172085","display_name":"Chunghwa Telecom (Taiwan)","ror":"https://ror.org/04f786589","country_code":"TW","type":"company","lineage":["https://openalex.org/I92172085"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Chang-Yu Hsu","raw_affiliation_strings":["Wireless Communication Laboratory, Chunghwa Telecom Laboratories Taoyuan, R.O.C, Taiwan"],"affiliations":[{"raw_affiliation_string":"Wireless Communication Laboratory, Chunghwa Telecom Laboratories Taoyuan, R.O.C, Taiwan","institution_ids":["https://openalex.org/I92172085"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5007202643"],"corresponding_institution_ids":["https://openalex.org/I92172085"],"apc_list":null,"apc_paid":null,"fwci":1.1081,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.85942355,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":"14","issue":null,"first_page":"215","last_page":"218"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.8948000073432922,"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":0.8948000073432922,"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/T10400","display_name":"Network Security and Intrusion Detection","score":0.8522999882698059,"subfield":{"id":"https://openalex.org/subfields/1705","display_name":"Computer Networks and Communications"},"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":0.8073338270187378},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6155648231506348},{"id":"https://openalex.org/keywords/loyalty-business-model","display_name":"Loyalty business model","score":0.510856568813324},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.48501822352409363},{"id":"https://openalex.org/keywords/kernel-density-estimation","display_name":"Kernel density estimation","score":0.47830894589424133},{"id":"https://openalex.org/keywords/telecommunications-service","display_name":"Telecommunications service","score":0.44856616854667664},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.4467572867870331},{"id":"https://openalex.org/keywords/order","display_name":"Order (exchange)","score":0.430738627910614},{"id":"https://openalex.org/keywords/mobile-telephony","display_name":"Mobile telephony","score":0.4171430468559265},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.3832471966743469},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.2713778614997864},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.16172567009925842},{"id":"https://openalex.org/keywords/mobile-radio","display_name":"Mobile radio","score":0.08198094367980957},{"id":"https://openalex.org/keywords/statistics","display_name":"Statistics","score":0.0697154700756073}],"concepts":[{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.8073338270187378},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6155648231506348},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.510856568813324},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.48501822352409363},{"id":"https://openalex.org/C71134354","wikidata":"https://www.wikidata.org/wiki/Q458825","display_name":"Kernel density estimation","level":3,"score":0.47830894589424133},{"id":"https://openalex.org/C33271190","wikidata":"https://www.wikidata.org/wiki/Q3467747","display_name":"Telecommunications service","level":2,"score":0.44856616854667664},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.4467572867870331},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.430738627910614},{"id":"https://openalex.org/C95491727","wikidata":"https://www.wikidata.org/wiki/Q992968","display_name":"Mobile telephony","level":3,"score":0.4171430468559265},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3832471966743469},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2713778614997864},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.16172567009925842},{"id":"https://openalex.org/C2781307350","wikidata":"https://www.wikidata.org/wiki/Q6887221","display_name":"Mobile radio","level":2,"score":0.08198094367980957},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.0697154700756073},{"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/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C185429906","wikidata":"https://www.wikidata.org/wiki/Q1130160","display_name":"Estimator","level":2,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/apnoms.2017.8094130","is_oa":false,"landing_page_url":"https://doi.org/10.1109/apnoms.2017.8094130","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2017 19th Asia-Pacific Network Operations and Management Symposium (APNOMS)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":7,"referenced_works":["https://openalex.org/W1995127855","https://openalex.org/W2022951137","https://openalex.org/W2077407954","https://openalex.org/W2078376456","https://openalex.org/W2122356357","https://openalex.org/W4243154030","https://openalex.org/W4388290870"],"related_works":["https://openalex.org/W1885497808","https://openalex.org/W4389612504","https://openalex.org/W2022249118","https://openalex.org/W51147162","https://openalex.org/W3039836590","https://openalex.org/W2138108185","https://openalex.org/W3121212370","https://openalex.org/W4297531695","https://openalex.org/W578467723","https://openalex.org/W1908265647"],"abstract_inverted_index":{"Nowadays":[0],"customer":[1,10,30,101,132],"experience":[2],"is":[3,149],"the":[4,9,57,74,98,128,136,143],"most":[5,32],"important":[6,25],"factor":[7],"affects":[8],"loyalty,":[11],"especially":[12],"in":[13,27,124],"a":[14,18,77,90],"mature":[15],"market.":[16],"Thus,":[17],"Complaint":[19],"Process":[20],"Platform":[21],"(CPP)":[22],"plays":[23],"an":[24],"role":[26],"dealing":[28],"with":[29,113],"complaints;":[31],"of":[33,92,100,131,141],"them":[34],"are":[35],"poor":[36,114],"mobile":[37,115],"coverage,":[38],"frequent":[39],"call":[40,49],"drops":[41],"and":[42,53,67,118,120],"low":[43],"speed":[44],"on":[45,97],"4G.":[46],"Usually,":[47],"subscribes":[48],"service":[50,137],"center":[51],"directly":[52],"report":[54],"issues":[55],"to":[56,70,73,126],"agent.":[58],"Many":[59],"complaints":[60,83],"can":[61],"be":[62],"resolved":[63],"at":[64,135],"this":[65],"stage":[66],"no":[68],"need":[69],"dispatch":[71],"cases":[72],"next":[75],"level,":[76],"secondary":[78],"agency":[79],"that":[80],"helps":[81],"resolve":[82],"about":[84],"telecom":[85],"services.":[86],"This":[87,108],"paper":[88],"introduces":[89],"method":[91,109],"kernel":[93,105],"density":[94,106],"estimation":[95],"based":[96],"locations":[99],"complaint":[102,133],"by":[103],"using":[104],"function.":[107],"targets":[110],"hot":[111],"zones":[112],"coverage":[116],"automatically":[117],"precisely":[119],"generates":[121],"handling":[122,134],"strategies,":[123],"order":[125],"improve":[127],"success":[129],"rate":[130],"center.":[138],"The":[139],"process":[140],"designing":[142],"CPP":[144],"metrics":[145],"for":[146],"telecommunication":[147],"services":[148],"also":[150],"given.":[151]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}