{"id":"https://openalex.org/W2058978700","doi":"https://doi.org/10.1145/1878335.1878341","title":"Client research that counts","display_name":"Client research that counts","publication_year":2010,"publication_date":"2010-10-24","ids":{"openalex":"https://openalex.org/W2058978700","doi":"https://doi.org/10.1145/1878335.1878341","mag":"2058978700"},"language":"en","primary_location":{"id":"doi:10.1145/1878335.1878341","is_oa":false,"landing_page_url":"https://doi.org/10.1145/1878335.1878341","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 38th annual ACM SIGUCCS fall conference: navigation and discovery","raw_type":"proceedings-article"},"type":"conference-paper","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/A5008398822","display_name":"Jason Civjan","orcid":null},"institutions":[{"id":"https://openalex.org/I201448701","display_name":"University of Washington","ror":"https://ror.org/00cvxb145","country_code":"US","type":"education","lineage":["https://openalex.org/I201448701"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Jason Civjan","raw_affiliation_strings":["University of Washington, Seattle, WA, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Washington, Seattle, WA, USA","institution_ids":["https://openalex.org/I201448701"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5010363837","display_name":"Janice Fournier","orcid":null},"institutions":[{"id":"https://openalex.org/I201448701","display_name":"University of Washington","ror":"https://ror.org/00cvxb145","country_code":"US","type":"education","lineage":["https://openalex.org/I201448701"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Janice Fournier","raw_affiliation_strings":["University of Washington, Seattle, WA, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Washington, Seattle, WA, USA","institution_ids":["https://openalex.org/I201448701"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5063675204","display_name":"Tom Lewis","orcid":"https://orcid.org/0000-0002-4403-884X"},"institutions":[{"id":"https://openalex.org/I201448701","display_name":"University of Washington","ror":"https://ror.org/00cvxb145","country_code":"US","type":"education","lineage":["https://openalex.org/I201448701"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Tom Lewis","raw_affiliation_strings":["University of Washington, Seattle, WA, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Washington, Seattle, WA, USA","institution_ids":["https://openalex.org/I201448701"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5042800734","display_name":"K. Griffin Roberts","orcid":null},"institutions":[{"id":"https://openalex.org/I201448701","display_name":"University of Washington","ror":"https://ror.org/00cvxb145","country_code":"US","type":"education","lineage":["https://openalex.org/I201448701"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Karin Roberts","raw_affiliation_strings":["University of Washington, Seattle, WA, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Washington, Seattle, WA, USA","institution_ids":["https://openalex.org/I201448701"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I201448701"],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"15","last_page":"20"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10679","display_name":"Service-Oriented Architecture and Web Services","score":0.9829000234603882,"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"}},"topics":[{"id":"https://openalex.org/T10679","display_name":"Service-Oriented Architecture and Web Services","score":0.9829000234603882,"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"}},{"id":"https://openalex.org/T12127","display_name":"Software System Performance and Reliability","score":0.9336000084877014,"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"}},{"id":"https://openalex.org/T10101","display_name":"Cloud Computing and Resource Management","score":0.9254000186920166,"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/unit","display_name":"Unit (ring theory)","score":0.7024168372154236},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5194494128227234},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.4656819701194763},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.4568614959716797},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4409589171409607},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.41387641429901123},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.3459041118621826},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.3421071171760559},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.2314903736114502},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.1451985239982605}],"concepts":[{"id":"https://openalex.org/C122637931","wikidata":"https://www.wikidata.org/wiki/Q118084","display_name":"Unit (ring theory)","level":2,"score":0.7024168372154236},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5194494128227234},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4656819701194763},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4568614959716797},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4409589171409607},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.41387641429901123},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3459041118621826},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3421071171760559},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2314903736114502},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.1451985239982605},{"id":"https://openalex.org/C145420912","wikidata":"https://www.wikidata.org/wiki/Q853077","display_name":"Mathematics education","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/1878335.1878341","is_oa":false,"landing_page_url":"https://doi.org/10.1145/1878335.1878341","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 38th annual ACM SIGUCCS fall conference: navigation and discovery","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.47999998927116394,"display_name":"Responsible consumption and production","id":"https://metadata.un.org/sdg/12"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":1,"referenced_works":["https://openalex.org/W2302806919"],"related_works":["https://openalex.org/W611386996","https://openalex.org/W2371343292","https://openalex.org/W629290331","https://openalex.org/W617685022","https://openalex.org/W1509983653","https://openalex.org/W3215563689","https://openalex.org/W610590827","https://openalex.org/W591599671","https://openalex.org/W2372029047","https://openalex.org/W2392879718"],"abstract_inverted_index":{"Client":[0],"research---done":[1],"well---results":[2],"not":[3],"only":[4],"in":[5,12,128],"improved":[6],"products":[7],"and":[8,19,23,62,65,71,82,90,126,132],"services,":[9],"but":[10],"also":[11,119],"greater":[13,20],"staff":[14,72,125],"sensitivity":[15],"to":[16,44,78,83,103],"clients'":[17],"needs":[18,81],"client":[21,32,45,80,85,104],"involvement":[22],"satisfaction.":[24],"But":[25],"how":[26,109],"does":[27],"one":[28],"conduct":[29],"regular,":[30],"quality":[31],"research":[33,46,105,130],"with":[34],"limited":[35],"staff?":[36],"In":[37,95],"this":[38,96],"paper,":[39,97],"we":[40,98],"describe":[41],"five":[42],"approaches":[43],"undertaken":[47],"by":[48],"our":[49,88,100,116],"small":[50],"unit":[51,59],"within":[52],"University":[53],"of":[54],"Washington":[55],"Information":[56],"Technology.":[57],"Our":[58],"identifies,":[60],"develops,":[61],"supports":[63],"technologies":[64],"services":[66],"for":[67,122,133],"faculty,":[68],"students,":[69],"researchers,":[70],"on":[73],"three":[74],"campuses.":[75],"We":[76,118],"strive":[77],"understand":[79],"incorporate":[84],"feedback":[86],"into":[87],"software":[89],"service":[91],"production":[92],"life":[93],"cycle.":[94],"share":[99],"many-faceted":[101],"approach":[102],"as":[106,108],"well":[107],"data":[110],"gathered":[111],"has":[112],"informed":[113],"decisions":[114],"about":[115],"services.":[117],"offer":[120],"suggestions":[121],"effectively":[123],"engaging":[124],"clients":[127],"the":[129,135],"effort":[131],"maximizing":[134],"benefits":[136],"that":[137],"result.":[138]},"counts_by_year":[],"updated_date":"2026-07-19T07:52:34.831488","created_date":"2025-10-10T00:00:00"}
