{"id":"https://openalex.org/W2557098197","doi":"https://doi.org/10.1109/vlhcc.2016.7739662","title":"Evaluation of a modelling language for customer journeys","display_name":"Evaluation of a modelling language for customer journeys","publication_year":2016,"publication_date":"2016-09-01","ids":{"openalex":"https://openalex.org/W2557098197","doi":"https://doi.org/10.1109/vlhcc.2016.7739662","mag":"2557098197"},"language":"en","primary_location":{"id":"doi:10.1109/vlhcc.2016.7739662","is_oa":false,"landing_page_url":"https://doi.org/10.1109/vlhcc.2016.7739662","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2016 IEEE Symposium on Visual Languages and Human-Centric Computing (VL/HCC)","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/A5037781335","display_name":"Ragnhild Halvorsrud","orcid":"https://orcid.org/0000-0002-3774-4287"},"institutions":[{"id":"https://openalex.org/I173888879","display_name":"SINTEF","ror":"https://ror.org/01f677e56","country_code":"NO","type":"facility","lineage":["https://openalex.org/I173888879"]}],"countries":["NO"],"is_corresponding":true,"raw_author_name":"Ragnhild Halvorsrud","raw_affiliation_strings":["SINTEF ICT, Oslo, Norway"],"affiliations":[{"raw_affiliation_string":"SINTEF ICT, Oslo, Norway","institution_ids":["https://openalex.org/I173888879"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5002990837","display_name":"Ida Maria Haugstveit","orcid":null},"institutions":[{"id":"https://openalex.org/I173888879","display_name":"SINTEF","ror":"https://ror.org/01f677e56","country_code":"NO","type":"facility","lineage":["https://openalex.org/I173888879"]}],"countries":["NO"],"is_corresponding":false,"raw_author_name":"Ida Maria Haugstveit","raw_affiliation_strings":["SINTEF ICT, Oslo, Norway"],"affiliations":[{"raw_affiliation_string":"SINTEF ICT, Oslo, Norway","institution_ids":["https://openalex.org/I173888879"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5036625097","display_name":"Antoine Pultier","orcid":"https://orcid.org/0009-0009-3247-4108"},"institutions":[{"id":"https://openalex.org/I173888879","display_name":"SINTEF","ror":"https://ror.org/01f677e56","country_code":"NO","type":"facility","lineage":["https://openalex.org/I173888879"]}],"countries":["NO"],"is_corresponding":false,"raw_author_name":"Antoine Pultier","raw_affiliation_strings":["SINTEF ICT, Oslo, Norway"],"affiliations":[{"raw_affiliation_string":"SINTEF ICT, Oslo, Norway","institution_ids":["https://openalex.org/I173888879"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5037781335"],"corresponding_institution_ids":["https://openalex.org/I173888879"],"apc_list":null,"apc_paid":null,"fwci":2.0743,"has_fulltext":false,"cited_by_count":23,"citation_normalized_percentile":{"value":0.90358856,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":null,"issue":null,"first_page":"40","last_page":"48"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9995999932289124,"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/T11114","display_name":"Service and Product Innovation","score":0.9995999932289124,"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/T14074","display_name":"Persona Design and Applications","score":0.988099992275238,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9850000143051147,"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/computer-science","display_name":"Computer science","score":0.7705981731414795},{"id":"https://openalex.org/keywords/session","display_name":"Session (web analytics)","score":0.6540072560310364},{"id":"https://openalex.org/keywords/perspective","display_name":"Perspective (graphical)","score":0.6106249094009399},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.5776782631874084},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.5210944414138794},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.46532437205314636},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.39091265201568604},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.340767502784729},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.3258110284805298},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.2407028079032898},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.22152447700500488},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.12109613418579102},{"id":"https://openalex.org/keywords/programming-language","display_name":"Programming language","score":0.08547824621200562}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7705981731414795},{"id":"https://openalex.org/C2779182362","wikidata":"https://www.wikidata.org/wiki/Q17126187","display_name":"Session (web analytics)","level":2,"score":0.6540072560310364},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.6106249094009399},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5776782631874084},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.5210944414138794},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.46532437205314636},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.39091265201568604},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.340767502784729},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3258110284805298},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.2407028079032898},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.22152447700500488},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.12109613418579102},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.08547824621200562},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/vlhcc.2016.7739662","is_oa":false,"landing_page_url":"https://doi.org/10.1109/vlhcc.2016.7739662","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2016 IEEE Symposium on Visual Languages and Human-Centric Computing (VL/HCC)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":39,"referenced_works":["https://openalex.org/W56793145","https://openalex.org/W75643344","https://openalex.org/W158044045","https://openalex.org/W633904537","https://openalex.org/W1489457450","https://openalex.org/W1495643041","https://openalex.org/W1605889504","https://openalex.org/W1914225607","https://openalex.org/W1986342936","https://openalex.org/W1986624246","https://openalex.org/W2000363496","https://openalex.org/W2034212418","https://openalex.org/W2041905826","https://openalex.org/W2105477360","https://openalex.org/W2107640607","https://openalex.org/W2110143060","https://openalex.org/W2117842718","https://openalex.org/W2133880275","https://openalex.org/W2150713892","https://openalex.org/W2157752101","https://openalex.org/W2164777277","https://openalex.org/W2176450767","https://openalex.org/W2212848973","https://openalex.org/W2339680942","https://openalex.org/W2546665280","https://openalex.org/W2552558277","https://openalex.org/W2552621370","https://openalex.org/W2559805304","https://openalex.org/W2560743042","https://openalex.org/W2736942778","https://openalex.org/W2992027209","https://openalex.org/W3213274531","https://openalex.org/W4232238896","https://openalex.org/W4237621604","https://openalex.org/W6606378378","https://openalex.org/W6683314664","https://openalex.org/W6685302944","https://openalex.org/W6730081127","https://openalex.org/W6730740466"],"related_works":["https://openalex.org/W3087157779","https://openalex.org/W4306770904","https://openalex.org/W2348742136","https://openalex.org/W4231927834","https://openalex.org/W2317394905","https://openalex.org/W2012842278","https://openalex.org/W4246426965","https://openalex.org/W4281737987","https://openalex.org/W2094505511","https://openalex.org/W3112596131"],"abstract_inverted_index":{"We":[0,31,126],"report":[1],"on":[2,121],"an":[3],"evaluation":[4],"of":[5,57,92,105,123,129],"the":[6,20,44,55,93,106,110,113,116,130],"Customer":[7],"Journey":[8],"Modelling":[9],"Language":[10],"(CJML)":[11],"for":[12,118],"documenting":[13],"and":[14,36,86,132],"visualizing":[15],"a":[16,33,37,72,76,89],"service":[17,29],"process":[18,124],"from":[19],"customer's":[21],"perspective.":[22],"The":[23,50,64],"target":[24,48],"group":[25],"is":[26],"employees":[27],"in":[28,71,101],"organizations.":[30],"present":[32],"modelling":[34],"toolkit":[35],"scenario-based":[38],"procedure":[39],"that":[40],"was":[41,52,82,99],"used":[42],"during":[43,109],"experiment":[45],"with":[46],"48":[47],"users.":[49,63],"purpose":[51],"to":[53,61,68,136],"assess":[54],"applicability":[56],"CJML":[58,70,81],"when":[59],"introduced":[60],"new":[62],"participants":[65],"were":[66],"able":[67],"utilize":[69],"collaborative":[73],"setting":[74],"after":[75],"short":[77],"training":[78],"session.":[79],"Overall,":[80],"perceived":[83],"as":[84],"intuitive":[85],"useful":[87],"by":[88],"large":[90],"majority":[91],"participants.":[94],"A":[95],"high":[96],"precision":[97],"level":[98],"obtained":[100],"more":[102],"than":[103],"50%":[104],"models":[107],"produced":[108],"experiment.":[111],"Still,":[112],"analysis":[114],"reveals":[115],"need":[117],"better":[119],"guidance":[120],"delineation":[122],"steps.":[125],"discuss":[127],"validity":[128],"results,":[131],"further":[133],"work":[134],"required":[135],"improve":[137],"CJML.":[138]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":4},{"year":2023,"cited_by_count":6},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":5},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":2}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}