{"id":"https://openalex.org/W4223417015","doi":"https://doi.org/10.1142/s2196888822500208","title":"The Quest for Customer Intelligence to Support Marketing Decisions: A Knowledge-Based Framework","display_name":"The Quest for Customer Intelligence to Support Marketing Decisions: A Knowledge-Based Framework","publication_year":2022,"publication_date":"2022-04-11","ids":{"openalex":"https://openalex.org/W4223417015","doi":"https://doi.org/10.1142/s2196888822500208"},"language":"en","primary_location":{"id":"doi:10.1142/s2196888822500208","is_oa":true,"landing_page_url":"https://doi.org/10.1142/s2196888822500208","pdf_url":null,"source":{"id":"https://openalex.org/S2486636169","display_name":"Vietnam Journal of Computer Science","issn_l":"2196-8888","issn":["2196-8888","2196-8896"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319815","host_organization_name":"World Scientific","host_organization_lineage":["https://openalex.org/P4310319815"],"host_organization_lineage_names":["World Scientific"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Vietnam Journal of Computer Science","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://doi.org/10.1142/s2196888822500208","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5069386859","display_name":"Nguyen Anh Khoa Dam","orcid":"https://orcid.org/0000-0003-0928-8402"},"institutions":[{"id":"https://openalex.org/I63341726","display_name":"Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res","ror":"https://ror.org/02xrw9r68","country_code":"CA","type":"education","lineage":["https://openalex.org/I49663120","https://openalex.org/I63341726"]},{"id":"https://openalex.org/I3129492623","display_name":"University of Da Nang","ror":"https://ror.org/03ecpp171","country_code":"VN","type":"education","lineage":["https://openalex.org/I3129492623"]}],"countries":["CA","VN"],"is_corresponding":true,"raw_author_name":"Nguyen Anh Khoa Dam","raw_affiliation_strings":["The University of Danang, University of Science and Technology, Vietnam","Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res, Trois-Rivi\u00e8res, Qu\u00e9bec G8Z 4M3, Canada"],"affiliations":[{"raw_affiliation_string":"The University of Danang, University of Science and Technology, Vietnam","institution_ids":["https://openalex.org/I3129492623"]},{"raw_affiliation_string":"Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res, Trois-Rivi\u00e8res, Qu\u00e9bec G8Z 4M3, Canada","institution_ids":["https://openalex.org/I63341726"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5006010991","display_name":"Thang Le Dinh","orcid":"https://orcid.org/0000-0002-5324-2746"},"institutions":[{"id":"https://openalex.org/I63341726","display_name":"Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res","ror":"https://ror.org/02xrw9r68","country_code":"CA","type":"education","lineage":["https://openalex.org/I49663120","https://openalex.org/I63341726"]}],"countries":["CA"],"is_corresponding":false,"raw_author_name":"Thang Le Dinh","raw_affiliation_strings":["Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res, Trois-Rivi\u00e8res, Qu\u00e9bec G8Z 4M3, Canada"],"affiliations":[{"raw_affiliation_string":"Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res, Trois-Rivi\u00e8res, Qu\u00e9bec G8Z 4M3, Canada","institution_ids":["https://openalex.org/I63341726"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5014002302","display_name":"William Menvielle","orcid":"https://orcid.org/0000-0002-3363-0362"},"institutions":[{"id":"https://openalex.org/I63341726","display_name":"Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res","ror":"https://ror.org/02xrw9r68","country_code":"CA","type":"education","lineage":["https://openalex.org/I49663120","https://openalex.org/I63341726"]}],"countries":["CA"],"is_corresponding":false,"raw_author_name":"William Menvielle","raw_affiliation_strings":["Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res, Trois-Rivi\u00e8res, Qu\u00e9bec G8Z 4M3, Canada"],"affiliations":[{"raw_affiliation_string":"Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res, Trois-Rivi\u00e8res, Qu\u00e9bec G8Z 4M3, Canada","institution_ids":["https://openalex.org/I63341726"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5069386859"],"corresponding_institution_ids":["https://openalex.org/I3129492623","https://openalex.org/I63341726"],"apc_list":null,"apc_paid":null,"fwci":3.0893,"has_fulltext":false,"cited_by_count":15,"citation_normalized_percentile":{"value":0.91822547,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":"09","issue":"03","first_page":"349","last_page":"368"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11891","display_name":"Big Data and Business Intelligence","score":0.9972000122070312,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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/T11891","display_name":"Big Data and Business Intelligence","score":0.9972000122070312,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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/T13204","display_name":"Competitive and Knowledge Intelligence","score":0.9898999929428101,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and 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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9807000160217285,"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/customer-intelligence","display_name":"Customer intelligence","score":0.6601783633232117},{"id":"https://openalex.org/keywords/marketing-and-artificial-intelligence","display_name":"Marketing and artificial intelligence","score":0.6339718699455261},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.6229952573776245},{"id":"https://openalex.org/keywords/voice-of-the-customer","display_name":"Voice of the customer","score":0.5785125494003296},{"id":"https://openalex.org/keywords/customer-knowledge","display_name":"Customer knowledge","score":0.5680631995201111},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5504563450813293},{"id":"https://openalex.org/keywords/market-intelligence","display_name":"Market intelligence","score":0.534462571144104},{"id":"https://openalex.org/keywords/customer-to-customer","display_name":"Customer to customer","score":0.5316133499145508},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.5298901200294495},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.4959476888179779},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.48101502656936646},{"id":"https://openalex.org/keywords/competitive-intelligence","display_name":"Competitive intelligence","score":0.4622167944908142},{"id":"https://openalex.org/keywords/marketing-research","display_name":"Marketing research","score":0.4511527121067047},{"id":"https://openalex.org/keywords/customer-lifetime-value","display_name":"Customer lifetime value","score":0.44316428899765015},{"id":"https://openalex.org/keywords/marketing-management","display_name":"Marketing management","score":0.422066330909729},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.34843531250953674},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.1499549150466919},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.12309646606445312},{"id":"https://openalex.org/keywords/intelligent-decision-support-system","display_name":"Intelligent decision support system","score":0.05646821856498718}],"concepts":[{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.6601783633232117},{"id":"https://openalex.org/C44464901","wikidata":"https://www.wikidata.org/wiki/Q6770893","display_name":"Marketing and artificial intelligence","level":3,"score":0.6339718699455261},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.6229952573776245},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.5785125494003296},{"id":"https://openalex.org/C2777802574","wikidata":"https://www.wikidata.org/wiki/Q18922868","display_name":"Customer knowledge","level":5,"score":0.5680631995201111},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5504563450813293},{"id":"https://openalex.org/C2778137712","wikidata":"https://www.wikidata.org/wiki/Q13408403","display_name":"Market intelligence","level":2,"score":0.534462571144104},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.5316133499145508},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5298901200294495},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4959476888179779},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.48101502656936646},{"id":"https://openalex.org/C103423482","wikidata":"https://www.wikidata.org/wiki/Q552515","display_name":"Competitive intelligence","level":2,"score":0.4622167944908142},{"id":"https://openalex.org/C48891531","wikidata":"https://www.wikidata.org/wiki/Q1141436","display_name":"Marketing research","level":2,"score":0.4511527121067047},{"id":"https://openalex.org/C130721881","wikidata":"https://www.wikidata.org/wiki/Q1146253","display_name":"Customer lifetime value","level":5,"score":0.44316428899765015},{"id":"https://openalex.org/C192975520","wikidata":"https://www.wikidata.org/wiki/Q1143466","display_name":"Marketing management","level":2,"score":0.422066330909729},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.34843531250953674},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.1499549150466919},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.12309646606445312},{"id":"https://openalex.org/C56397880","wikidata":"https://www.wikidata.org/wiki/Q6044094","display_name":"Intelligent decision support system","level":2,"score":0.05646821856498718},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1142/s2196888822500208","is_oa":true,"landing_page_url":"https://doi.org/10.1142/s2196888822500208","pdf_url":null,"source":{"id":"https://openalex.org/S2486636169","display_name":"Vietnam Journal of Computer Science","issn_l":"2196-8888","issn":["2196-8888","2196-8896"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319815","host_organization_name":"World Scientific","host_organization_lineage":["https://openalex.org/P4310319815"],"host_organization_lineage_names":["World Scientific"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Vietnam Journal of Computer Science","raw_type":"journal-article"},{"id":"pmh:oai:depot-e.uqtr.ca:11065","is_oa":false,"landing_page_url":null,"pdf_url":null,"source":{"id":"https://openalex.org/S4306400388","display_name":"Le d\u00e9p\u00f4t institutionnel (Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I63341726","host_organization_name":"Universit\u00e9 du Qu\u00e9bec \u00e0 Trois-Rivi\u00e8res","host_organization_lineage":["https://openalex.org/I63341726"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Article"},{"id":"pmh:oai:doaj.org/article:90531a9bd9a84696a734920be70a2e0d","is_oa":true,"landing_page_url":"https://doaj.org/article/90531a9bd9a84696a734920be70a2e0d","pdf_url":null,"source":{"id":"https://openalex.org/S112646816","display_name":"SHILAP Revista de lepidopterolog\u00eda","issn_l":"0300-5267","issn":["0300-5267","2340-4078"],"is_oa":true,"is_in_doaj":true,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Vietnam Journal of Computer Science, Vol 09, Iss 03, Pp 349-368 (2022)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.1142/s2196888822500208","is_oa":true,"landing_page_url":"https://doi.org/10.1142/s2196888822500208","pdf_url":null,"source":{"id":"https://openalex.org/S2486636169","display_name":"Vietnam Journal of Computer Science","issn_l":"2196-8888","issn":["2196-8888","2196-8896"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310319815","host_organization_name":"World Scientific","host_organization_lineage":["https://openalex.org/P4310319815"],"host_organization_lineage_names":["World Scientific"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Vietnam Journal of Computer Science","raw_type":"journal-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":50,"referenced_works":["https://openalex.org/W254444275","https://openalex.org/W1001370459","https://openalex.org/W1612366852","https://openalex.org/W1763415439","https://openalex.org/W1984732406","https://openalex.org/W2023134523","https://openalex.org/W2052309873","https://openalex.org/W2095848001","https://openalex.org/W2098916257","https://openalex.org/W2101655579","https://openalex.org/W2132454116","https://openalex.org/W2140084579","https://openalex.org/W2141975087","https://openalex.org/W2147953360","https://openalex.org/W2156301897","https://openalex.org/W2157954477","https://openalex.org/W2159852136","https://openalex.org/W2160449301","https://openalex.org/W2177325055","https://openalex.org/W2261525379","https://openalex.org/W2396526128","https://openalex.org/W2412858058","https://openalex.org/W2422895071","https://openalex.org/W2426571562","https://openalex.org/W2487200295","https://openalex.org/W2503142573","https://openalex.org/W2520903847","https://openalex.org/W2644126351","https://openalex.org/W2729960909","https://openalex.org/W2754002410","https://openalex.org/W2766936398","https://openalex.org/W2769918765","https://openalex.org/W2784258506","https://openalex.org/W2787585543","https://openalex.org/W2884150621","https://openalex.org/W2889850233","https://openalex.org/W2901383872","https://openalex.org/W2931283717","https://openalex.org/W2943422221","https://openalex.org/W2979906316","https://openalex.org/W2987575873","https://openalex.org/W3002626430","https://openalex.org/W3013466958","https://openalex.org/W3027512471","https://openalex.org/W3083729356","https://openalex.org/W3097644431","https://openalex.org/W3152373889","https://openalex.org/W3213549718","https://openalex.org/W4213362110","https://openalex.org/W4252080973"],"related_works":["https://openalex.org/W3191573753","https://openalex.org/W4312429680","https://openalex.org/W4316253741","https://openalex.org/W3125608458","https://openalex.org/W2390876892","https://openalex.org/W2993414354","https://openalex.org/W603793246","https://openalex.org/W2414729102","https://openalex.org/W3201354034","https://openalex.org/W4223417015"],"abstract_inverted_index":{"The":[0,74,121,145],"quest":[1],"for":[2,87],"customer":[3,62,85,90,104,111,114,118,124,159],"intelligence":[4,63,91,105,125,160],"to":[5,64,81,133,156],"create":[6],"value":[7,119,135],"in":[8,41,48,158,161],"marketing":[9,66,96,131,172],"has":[10,57],"highlighted":[11],"the":[12,15,32,42,49,55,69,83,88,94,139,162],"significance":[13],"of":[14,18,34,46,61,71,103,123,149,164,171],"research":[16],"focus":[17],"this":[19,53,99,150],"paper.":[20],"Customer":[21],"intelligence,":[22,110,113,116],"which":[23],"is":[24,143],"defined":[25],"as":[26],"understandings":[27],"or":[28],"insights":[29],"resulting":[30],"from":[31],"application":[33],"analytic":[35],"techniques,":[36],"plays":[37],"a":[38,59],"significant":[39],"role":[40],"survival":[43],"and":[44,117,147,167],"prosperity":[45],"enterprises":[47,80],"knowledge-based":[50,72],"economy.":[51],"In":[52,98],"light,":[54,100],"paper":[56],"developed":[58],"framework":[60,76],"support":[65],"decisions":[67,132],"through":[68],"lens":[70],"theory.":[73],"proposed":[75],"aims":[77],"at":[78],"supporting":[79],"identify":[82],"right":[84,89,95],"data":[86,166],"corresponding":[92],"with":[93,129],"decisions.":[97,173],"four":[101],"types":[102],"are":[106,126,152],"clarified":[107],"including":[108],"product-aware":[109],"DNA":[112],"experience":[115],"intelligence.":[120],"applications":[122],"also":[127],"elucidated":[128],"relevant":[130],"maximize":[134],"creation.":[136],"To":[137],"illustrate":[138],"framework,":[140],"an":[141],"example":[142],"presented.":[144],"importance":[146],"originality":[148],"study":[151],"that":[153],"it":[154],"responds":[155],"changes":[157],"age":[163],"massive":[165],"covers":[168],"multifaced":[169],"aspects":[170]},"counts_by_year":[{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":6},{"year":2023,"cited_by_count":5},{"year":2022,"cited_by_count":1}],"updated_date":"2026-03-20T23:20:44.827607","created_date":"2025-10-10T00:00:00"}