{"id":"https://openalex.org/W2005221931","doi":"https://doi.org/10.1145/1089551.1089592","title":"Making personalized recommendations to customers in a service-oriented economy","display_name":"Making personalized recommendations to customers in a service-oriented economy","publication_year":2005,"publication_date":"2005-01-01","ids":{"openalex":"https://openalex.org/W2005221931","doi":"https://doi.org/10.1145/1089551.1089592","mag":"2005221931"},"language":"en","primary_location":{"id":"doi:10.1145/1089551.1089592","is_oa":false,"landing_page_url":"https://doi.org/10.1145/1089551.1089592","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 7th international conference on Electronic commerce - ICEC '05","raw_type":"proceedings-article"},"type":"conference-abstract","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/A5062947858","display_name":"Dickson K.W. Chiu","orcid":"https://orcid.org/0000-0002-7926-9568"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Dickson K. W. Chiu","raw_affiliation_strings":["Dickson Computer Systems, Hong Kong, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Dickson Computer Systems, Hong Kong, China","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5022683388","display_name":"Ho-fung Leung","orcid":"https://orcid.org/0000-0003-4914-2934"},"institutions":[{"id":"https://openalex.org/I177725633","display_name":"Chinese University of Hong Kong","ror":"https://ror.org/00t33hh48","country_code":"HK","type":"education","lineage":["https://openalex.org/I177725633"]}],"countries":["HK"],"is_corresponding":false,"raw_author_name":"Ho-fung Leung","raw_affiliation_strings":["The Chinese University of Hong Kong, Hong Kong, China","The Chinese Univ of Hong Kong, Hong Kong, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"The Chinese University of Hong Kong, Hong Kong, China","institution_ids":["https://openalex.org/I177725633"]},{"raw_affiliation_string":"The Chinese Univ of Hong Kong, Hong Kong, China","institution_ids":["https://openalex.org/I177725633"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5028706541","display_name":"Ka-man Lam","orcid":null},"institutions":[{"id":"https://openalex.org/I177725633","display_name":"Chinese University of Hong Kong","ror":"https://ror.org/00t33hh48","country_code":"HK","type":"education","lineage":["https://openalex.org/I177725633"]}],"countries":["HK"],"is_corresponding":false,"raw_author_name":"Ka-man Lam","raw_affiliation_strings":["The Chinese University of Hong Kong, Hong Kong, China","The Chinese Univ of Hong Kong, Hong Kong, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"The Chinese University of Hong Kong, Hong Kong, China","institution_ids":["https://openalex.org/I177725633"]},{"raw_affiliation_string":"The Chinese Univ of Hong Kong, Hong Kong, China","institution_ids":["https://openalex.org/I177725633"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"210","last_page":"210"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.994700014591217,"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":0.994700014591217,"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/T11182","display_name":"Auction Theory and Applications","score":0.9919999837875366,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9876000285148621,"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/reputation","display_name":"Reputation","score":0.8176718950271606},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.7542399764060974},{"id":"https://openalex.org/keywords/service-level-objective","display_name":"Service level objective","score":0.6846218109130859},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6604989767074585},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.5530039072036743},{"id":"https://openalex.org/keywords/service-guarantee","display_name":"Service guarantee","score":0.527025580406189},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5015480518341064},{"id":"https://openalex.org/keywords/workforce","display_name":"Workforce","score":0.4736967086791992},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4587116837501526},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.453117698431015},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.4129157066345215},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.3557456135749817},{"id":"https://openalex.org/keywords/risk-analysis","display_name":"Risk analysis (engineering)","score":0.3270845413208008},{"id":"https://openalex.org/keywords/economics","display_name":"Economics","score":0.07868444919586182}],"concepts":[{"id":"https://openalex.org/C48798503","wikidata":"https://www.wikidata.org/wiki/Q877546","display_name":"Reputation","level":2,"score":0.8176718950271606},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.7542399764060974},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.6846218109130859},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6604989767074585},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.5530039072036743},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.527025580406189},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5015480518341064},{"id":"https://openalex.org/C2778139618","wikidata":"https://www.wikidata.org/wiki/Q13440398","display_name":"Workforce","level":2,"score":0.4736967086791992},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4587116837501526},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.453117698431015},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4129157066345215},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3557456135749817},{"id":"https://openalex.org/C112930515","wikidata":"https://www.wikidata.org/wiki/Q4389547","display_name":"Risk analysis (engineering)","level":1,"score":0.3270845413208008},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.07868444919586182},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/1089551.1089592","is_oa":false,"landing_page_url":"https://doi.org/10.1145/1089551.1089592","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 7th international conference on Electronic commerce - ICEC '05","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":26,"referenced_works":["https://openalex.org/W121703353","https://openalex.org/W183881431","https://openalex.org/W1520373363","https://openalex.org/W1528674883","https://openalex.org/W1546531970","https://openalex.org/W1557636711","https://openalex.org/W1575778222","https://openalex.org/W1579100731","https://openalex.org/W1968076133","https://openalex.org/W1971441627","https://openalex.org/W2004111021","https://openalex.org/W2019376819","https://openalex.org/W2028007031","https://openalex.org/W2033971030","https://openalex.org/W2069630233","https://openalex.org/W2087082024","https://openalex.org/W2099335660","https://openalex.org/W2100107987","https://openalex.org/W2120239604","https://openalex.org/W2127145580","https://openalex.org/W2149596454","https://openalex.org/W2153293984","https://openalex.org/W2157038946","https://openalex.org/W2165933603","https://openalex.org/W2333925990","https://openalex.org/W2333930280"],"related_works":["https://openalex.org/W2154017244","https://openalex.org/W2168158826","https://openalex.org/W928714965","https://openalex.org/W1969008554","https://openalex.org/W2133079869","https://openalex.org/W2328609219","https://openalex.org/W2786810075","https://openalex.org/W4220762673","https://openalex.org/W2549510740","https://openalex.org/W2034170328"],"abstract_inverted_index":{"In":[0],"the":[1,30,33,36,44,65,70,74,80,89],"current":[2],"service-oriented":[3],"economy,":[4],"professional":[5],"workforce":[6],"and":[7,69,82,99,118],"service":[8,45,66,109,122],"personnel":[9],"have":[10,56,61],"to":[11,22,111],"make":[12,112],"not":[13,28],"only":[14,29,79],"reasonable":[15],"but":[16,42],"also":[17,43],"personalized":[18],"recommendations":[19,37,93],"in":[20,48],"response":[21],"individual":[23],"customer's":[24],"query.":[25],"This":[26],"affects":[27],"likelihood":[31],"that":[32],"customer":[34],"takes":[35],"as":[38,53],"a":[39,49],"short-term":[40],"benefit":[41],"providers'":[46,67],"reputation":[47,68,98],"long":[50],"run.":[51],"However,":[52],"different":[54,57,62],"customers":[55],"risk":[58,100],"attitudes,":[59],"they":[60],"trade-off":[63],"between":[64],"recommendations'":[71],"utilities.":[72],"Therefore,":[73],"classical":[75],"decision":[76],"model":[77,106],"considering":[78],"utility":[81],"success":[83],"rate":[84],"is":[85],"inadequate.":[86],"We":[87,102],"reconsider":[88],"problem":[90],"of":[91],"making":[92],"from":[94],"multiple":[95],"perspectives,":[96],"including":[97],"attitude.":[101],"explain":[103],"how":[104],"this":[105],"can":[107],"facilitate":[108],"providers":[110],"effective":[113],"decisions":[114],"at":[115],"strategic,":[116],"tactical,":[117],"operations":[119],"level":[120],"regarding":[121],"recommendations.":[123]},"counts_by_year":[{"year":2017,"cited_by_count":1}],"updated_date":"2026-07-19T07:52:34.831488","created_date":"2025-10-10T00:00:00"}