{"id":"https://openalex.org/W2037898542","doi":"https://doi.org/10.1145/2070364.2070375","title":"Leveraging both quantitative and qualitative data sources to improve IT help desk support services","display_name":"Leveraging both quantitative and qualitative data sources to improve IT help desk support services","publication_year":2011,"publication_date":"2011-11-12","ids":{"openalex":"https://openalex.org/W2037898542","doi":"https://doi.org/10.1145/2070364.2070375","mag":"2037898542"},"language":"en","primary_location":{"id":"doi:10.1145/2070364.2070375","is_oa":false,"landing_page_url":"https://doi.org/10.1145/2070364.2070375","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 39th annual ACM SIGUCCS conference on User services","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/A5112043625","display_name":"Kenneth Janz","orcid":null},"institutions":[{"id":"https://openalex.org/I5795714","display_name":"Winona State University","ror":"https://ror.org/00kmxt141","country_code":"US","type":"education","lineage":["https://openalex.org/I5795714","https://openalex.org/I91221267"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Kenneth Janz","raw_affiliation_strings":["Winona State University, Winona, MN, USA","Winona State University, Winona , MN, USA#TAB#"],"affiliations":[{"raw_affiliation_string":"Winona State University, Winona, MN, USA","institution_ids":["https://openalex.org/I5795714"]},{"raw_affiliation_string":"Winona State University, Winona , MN, USA#TAB#","institution_ids":["https://openalex.org/I5795714"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5026273664","display_name":"Dean Feller","orcid":null},"institutions":[{"id":"https://openalex.org/I5795714","display_name":"Winona State University","ror":"https://ror.org/00kmxt141","country_code":"US","type":"education","lineage":["https://openalex.org/I5795714","https://openalex.org/I91221267"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Dean Feller","raw_affiliation_strings":["Winona State University, Winona, MN, USA","Winona State University, Winona , MN, USA#TAB#"],"affiliations":[{"raw_affiliation_string":"Winona State University, Winona, MN, USA","institution_ids":["https://openalex.org/I5795714"]},{"raw_affiliation_string":"Winona State University, Winona , MN, USA#TAB#","institution_ids":["https://openalex.org/I5795714"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5112043625"],"corresponding_institution_ids":["https://openalex.org/I5795714"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.20660832,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":94},"biblio":{"volume":null,"issue":null,"first_page":"35","last_page":"42"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T13401","display_name":"Social and Cultural Studies","score":0.98580002784729,"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"}},"topics":[{"id":"https://openalex.org/T13401","display_name":"Social and Cultural Studies","score":0.98580002784729,"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/T12720","display_name":"Multimedia Communication and Technology","score":0.9277999997138977,"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/T12679","display_name":"Focus Groups and Qualitative Methods","score":0.9162999987602234,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/desk","display_name":"Desk","score":0.9364054203033447},{"id":"https://openalex.org/keywords/service-desk","display_name":"Service desk","score":0.7003276944160461},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6492911577224731},{"id":"https://openalex.org/keywords/measure","display_name":"Measure (data warehouse)","score":0.609565019607544},{"id":"https://openalex.org/keywords/point","display_name":"Point (geometry)","score":0.608729898929596},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.5828794836997986},{"id":"https://openalex.org/keywords/tracking","display_name":"Tracking (education)","score":0.5235892534255981},{"id":"https://openalex.org/keywords/software","display_name":"Software","score":0.4420177936553955},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.3459271788597107},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.3320753574371338},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.32376521825790405},{"id":"https://openalex.org/keywords/database","display_name":"Database","score":0.1626817286014557},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.160251647233963},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.11754751205444336},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.10579100251197815}],"concepts":[{"id":"https://openalex.org/C2776545233","wikidata":"https://www.wikidata.org/wiki/Q1064858","display_name":"Desk","level":2,"score":0.9364054203033447},{"id":"https://openalex.org/C6878162","wikidata":"https://www.wikidata.org/wiki/Q1481411","display_name":"Service desk","level":5,"score":0.7003276944160461},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6492911577224731},{"id":"https://openalex.org/C2780009758","wikidata":"https://www.wikidata.org/wiki/Q6804172","display_name":"Measure (data warehouse)","level":2,"score":0.609565019607544},{"id":"https://openalex.org/C28719098","wikidata":"https://www.wikidata.org/wiki/Q44946","display_name":"Point (geometry)","level":2,"score":0.608729898929596},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5828794836997986},{"id":"https://openalex.org/C2775936607","wikidata":"https://www.wikidata.org/wiki/Q466845","display_name":"Tracking (education)","level":2,"score":0.5235892534255981},{"id":"https://openalex.org/C2777904410","wikidata":"https://www.wikidata.org/wiki/Q7397","display_name":"Software","level":2,"score":0.4420177936553955},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.3459271788597107},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3320753574371338},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.32376521825790405},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.1626817286014557},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.160251647233963},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.11754751205444336},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.10579100251197815},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C19417346","wikidata":"https://www.wikidata.org/wiki/Q7922","display_name":"Pedagogy","level":1,"score":0.0},{"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/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.0},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.0},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/2070364.2070375","is_oa":false,"landing_page_url":"https://doi.org/10.1145/2070364.2070375","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 39th annual ACM SIGUCCS conference on User services","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[{"id":"https://openalex.org/F4320308177","display_name":"Minnesota State Colleges and Universities","ror":"https://ror.org/014qpa824"},{"id":"https://openalex.org/F4320312442","display_name":"Winona State University","ror":"https://ror.org/00kmxt141"}],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":5,"referenced_works":["https://openalex.org/W1481704255","https://openalex.org/W1511673682","https://openalex.org/W2071970825","https://openalex.org/W2144908412","https://openalex.org/W2272662038"],"related_works":["https://openalex.org/W140550816","https://openalex.org/W2358277536","https://openalex.org/W3110778125","https://openalex.org/W2023898799","https://openalex.org/W2036958295","https://openalex.org/W2622381438","https://openalex.org/W2037898542","https://openalex.org/W2781384574","https://openalex.org/W2807208026","https://openalex.org/W1875088083"],"abstract_inverted_index":{"Information":[0],"technology":[1],"organizations":[2],"in":[3],"higher":[4],"education":[5],"look":[6],"to":[7,23,37],"customer":[8],"satisfaction":[9],"surveys":[10],"or":[11],"help":[12,27],"desk":[13,28],"software":[14],"tracking":[15],"data":[16],"such":[17],"as":[18],"number":[19],"of":[20,26],"tickets":[21],"resolved":[22],"measure":[24],"effectiveness":[25,39],"operations.":[29],"While":[30],"that":[31],"is":[32,40],"an":[33],"excellent":[34],"starting":[35],"point":[36],"discuss":[38],"it":[41],"enough?.":[42]},"counts_by_year":[{"year":2015,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}