{"id":"https://openalex.org/W2048530585","doi":"https://doi.org/10.1145/2019618.2019623","title":"From telesales to tele-advisory in travel agencies","display_name":"From telesales to tele-advisory in travel agencies","publication_year":2008,"publication_date":"2008-10-18","ids":{"openalex":"https://openalex.org/W2048530585","doi":"https://doi.org/10.1145/2019618.2019623","mag":"2048530585"},"language":"en","primary_location":{"id":"doi:10.1145/2019618.2019623","is_oa":false,"landing_page_url":"https://doi.org/10.1145/2019618.2019623","pdf_url":null,"source":{"id":"https://openalex.org/S4210170305","display_name":"ACM Transactions on Management Information Systems","issn_l":"2158-656X","issn":["2158-656X","2158-6578"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"ACM Transactions on Management Information Systems","raw_type":"journal-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/A5046409081","display_name":"Susanne Schmidt-Rauch","orcid":null},"institutions":[{"id":"https://openalex.org/I202697423","display_name":"University of Zurich","ror":"https://ror.org/02crff812","country_code":"CH","type":"education","lineage":["https://openalex.org/I202697423"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Susanne Schmidt-Rauch","raw_affiliation_strings":["University of Zurich, Switzerland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Zurich, Switzerland","institution_ids":["https://openalex.org/I202697423"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5059353526","display_name":"Gerhard Schwabe","orcid":"https://orcid.org/0000-0002-0453-9762"},"institutions":[{"id":"https://openalex.org/I202697423","display_name":"University of Zurich","ror":"https://ror.org/02crff812","country_code":"CH","type":"education","lineage":["https://openalex.org/I202697423"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Gerhard Schwabe","raw_affiliation_strings":["University of Zurich, Switzerland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Zurich, Switzerland","institution_ids":["https://openalex.org/I202697423"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I202697423"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":10,"citation_normalized_percentile":{"value":0.20713383,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"2","issue":"3","first_page":"1","last_page":"13"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9994999766349792,"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":0.9994999766349792,"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/T11024","display_name":"Information Systems Theories and Implementation","score":0.9966999888420105,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9904999732971191,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/transparency","display_name":"Transparency (behavior)","score":0.7227189540863037},{"id":"https://openalex.org/keywords/agency","display_name":"Agency (philosophy)","score":0.7012056112289429},{"id":"https://openalex.org/keywords/artifact","display_name":"Artifact (error)","score":0.6871883869171143},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6581242084503174},{"id":"https://openalex.org/keywords/space","display_name":"Space (punctuation)","score":0.5004186630249023},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.43158161640167236},{"id":"https://openalex.org/keywords/human-in-the-loop","display_name":"Human-in-the-loop","score":0.42232757806777954},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.38014909625053406},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.3434387147426605},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.2837370038032532},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.17870870232582092},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.1618097424507141},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.1087738573551178}],"concepts":[{"id":"https://openalex.org/C2780233690","wikidata":"https://www.wikidata.org/wiki/Q535347","display_name":"Transparency (behavior)","level":2,"score":0.7227189540863037},{"id":"https://openalex.org/C108170787","wikidata":"https://www.wikidata.org/wiki/Q3951828","display_name":"Agency (philosophy)","level":2,"score":0.7012056112289429},{"id":"https://openalex.org/C2779010991","wikidata":"https://www.wikidata.org/wiki/Q2720909","display_name":"Artifact (error)","level":2,"score":0.6871883869171143},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6581242084503174},{"id":"https://openalex.org/C2778572836","wikidata":"https://www.wikidata.org/wiki/Q380933","display_name":"Space (punctuation)","level":2,"score":0.5004186630249023},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.43158161640167236},{"id":"https://openalex.org/C2780626000","wikidata":"https://www.wikidata.org/wiki/Q5936775","display_name":"Human-in-the-loop","level":2,"score":0.42232757806777954},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.38014909625053406},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3434387147426605},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.2837370038032532},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.17870870232582092},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.1618097424507141},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.1087738573551178},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","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":2,"locations":[{"id":"doi:10.1145/2019618.2019623","is_oa":false,"landing_page_url":"https://doi.org/10.1145/2019618.2019623","pdf_url":null,"source":{"id":"https://openalex.org/S4210170305","display_name":"ACM Transactions on Management Information Systems","issn_l":"2158-656X","issn":["2158-656X","2158-6578"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"ACM Transactions on Management Information Systems","raw_type":"journal-article"},{"id":"pmh:oai:www.zora.uzh.ch:55758","is_oa":false,"landing_page_url":"https://www.zora.uzh.ch/55758","pdf_url":null,"source":{"id":"https://openalex.org/S4306401281","display_name":"Zurich Open Repository and Archive (University of Zurich)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I202697423","host_organization_name":"University of Zurich","host_organization_lineage":["https://openalex.org/I202697423"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Schmidt-Rauch, Susanne; Schwabe, Gerhard (2011). From telesales to tele-advisory in travel agencies: Business problems, generic design goals and requirements. Transactions on Management Information Systems, 2(3):17:1-17:23.","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":58,"referenced_works":["https://openalex.org/W1521832","https://openalex.org/W29332314","https://openalex.org/W61598350","https://openalex.org/W142222552","https://openalex.org/W144654283","https://openalex.org/W172099311","https://openalex.org/W220935706","https://openalex.org/W254444275","https://openalex.org/W1480663943","https://openalex.org/W1503538032","https://openalex.org/W1543209321","https://openalex.org/W1837033543","https://openalex.org/W1918878574","https://openalex.org/W1926036632","https://openalex.org/W1969340322","https://openalex.org/W1989927180","https://openalex.org/W1990732108","https://openalex.org/W1998696934","https://openalex.org/W2019092680","https://openalex.org/W2029705886","https://openalex.org/W2041711461","https://openalex.org/W2055237073","https://openalex.org/W2057012437","https://openalex.org/W2066514393","https://openalex.org/W2070848457","https://openalex.org/W2084835028","https://openalex.org/W2091579301","https://openalex.org/W2091950752","https://openalex.org/W2095299437","https://openalex.org/W2098823438","https://openalex.org/W2100379340","https://openalex.org/W2110684799","https://openalex.org/W2110710386","https://openalex.org/W2119681300","https://openalex.org/W2125326971","https://openalex.org/W2128510407","https://openalex.org/W2136451344","https://openalex.org/W2136922540","https://openalex.org/W2152307528","https://openalex.org/W2154553889","https://openalex.org/W2161653728","https://openalex.org/W2164912151","https://openalex.org/W2169722645","https://openalex.org/W2171665284","https://openalex.org/W2338545932","https://openalex.org/W2493057843","https://openalex.org/W2493323968","https://openalex.org/W2768807735","https://openalex.org/W2997201866","https://openalex.org/W2997359766","https://openalex.org/W2998589828","https://openalex.org/W3124620852","https://openalex.org/W3151685851","https://openalex.org/W3200788958","https://openalex.org/W4231850755","https://openalex.org/W4248546022","https://openalex.org/W4301425163","https://openalex.org/W6632540144"],"related_works":["https://openalex.org/W52840052","https://openalex.org/W3162837891","https://openalex.org/W1687852313","https://openalex.org/W4382930947","https://openalex.org/W3029243869","https://openalex.org/W2502336004","https://openalex.org/W1741504538","https://openalex.org/W3152382318","https://openalex.org/W1994844539","https://openalex.org/W2024274961"],"abstract_inverted_index":{"This":[0,105],"article":[1],"describes":[2],"a":[3,13,35,47,164],"multiloop":[4],"design":[5,29,62,110,119,155,168],"approach,":[6],"demonstrating":[7],"two":[8],"concatenated":[9],"build-and-evaluate":[10,90,99],"loops":[11,140],"of":[12,127,144],"project":[14],"that":[15,107],"aims":[16],"at":[17,22],"enhancing":[18],"and":[19,33,44,82,120],"improving":[20],"tele-counseling":[21],"travel":[23,37,42,58],"agency":[24,59],"call-centers.":[25,60],"The":[26,61,148],"socio-technical":[27],"system":[28],"intends":[30],"to":[31,52],"implement":[32],"support":[34,78],"collaborative":[36],"counseling":[38],"concept":[39],"which":[40,141],"equalizes":[41],"agents":[43],"customers":[45],"within":[46],"value":[48],"co-created":[49],"service":[50],"encounter":[51],"resolve":[53],"the":[54,88,94,97,108,115,125,128,138,145,154],"specific":[55],"problems":[56],"in":[57],"is":[63,132],"finally":[64],"guided":[65],"by":[66,134],"four":[67],"instrumental":[68,146],"goals:":[69],"(1)":[70],"increase":[71],"transparency,":[72],"(2)":[73],"improve":[74],"information":[75],"quality,":[76],"(3)":[77],"joint":[79],"problem":[80,116],"solving,":[81],"(4)":[83],"create":[84],"advisory":[85],"experience.":[86],"While":[87],"first":[89],"loop":[91,100],"mainly":[92],"enhanced":[93],"workplace":[95],"picture,":[96],"second":[98],"primarily":[101],"revealed":[102],"organizational":[103],"demands.":[104],"indicates":[106],"proposed":[109],"approach":[111,156],"enables":[112],"sequentially":[113],"broadening":[114],"space":[117],"for":[118,160,166],"supports":[121],"iteratively":[122],"moving":[123],"forward":[124],"utility":[126],"emerging":[129],"artifact.":[130],"Design":[131],"informed":[133],"concatenating":[135],"insights":[136],"from":[137],"previous":[139],"enrich":[142],"understanding":[143],"goals.":[147],"presented":[149],"goals":[150],"as":[151,153,163],"well":[152],"are":[157],"encouraging":[158],"candidates":[159],"additional":[161],"testing":[162],"base":[165],"general":[167],"principles.":[169]},"counts_by_year":[{"year":2022,"cited_by_count":1},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":3}],"updated_date":"2026-08-01T09:00:35.917206","created_date":"2025-10-10T00:00:00"}