{"id":"https://openalex.org/W2759749464","doi":"https://doi.org/10.1145/3136755.3136771","title":"How may I help you? behavior and impressions in hospitality service encounters","display_name":"How may I help you? behavior and impressions in hospitality service encounters","publication_year":2017,"publication_date":"2017-11-03","ids":{"openalex":"https://openalex.org/W2759749464","doi":"https://doi.org/10.1145/3136755.3136771","mag":"2759749464"},"language":"en","primary_location":{"id":"doi:10.1145/3136755.3136771","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3136755.3136771","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 19th ACM International Conference on Multimodal Interaction","raw_type":"proceedings-article"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://infoscience.epfl.ch/record/231132","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5113457676","display_name":"S. Muralidhar","orcid":null},"institutions":[{"id":"https://openalex.org/I5124864","display_name":"\u00c9cole Polytechnique F\u00e9d\u00e9rale de Lausanne","ror":"https://ror.org/02s376052","country_code":"CH","type":"education","lineage":["https://openalex.org/I2799323385","https://openalex.org/I5124864"]},{"id":"https://openalex.org/I7495430","display_name":"Idiap Research Institute","ror":"https://ror.org/05932h694","country_code":"CH","type":"facility","lineage":["https://openalex.org/I7495430"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Skanda Muralidhar","raw_affiliation_strings":["Idiap, Switzerland / EPFL, Switzerland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Idiap, Switzerland / EPFL, Switzerland","institution_ids":["https://openalex.org/I5124864","https://openalex.org/I7495430"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5053531231","display_name":"Marianne Schmid Mast","orcid":"https://orcid.org/0000-0001-5510-610X"},"institutions":[{"id":"https://openalex.org/I97565354","display_name":"University of Lausanne","ror":"https://ror.org/019whta54","country_code":"CH","type":"education","lineage":["https://openalex.org/I97565354"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Marianne Schmid Mast","raw_affiliation_strings":["University of Lausanne, Switzerland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Lausanne, Switzerland","institution_ids":["https://openalex.org/I97565354"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5012965551","display_name":"Daniel G\u00e1tica-P\u00e9rez","orcid":"https://orcid.org/0000-0001-5488-2182"},"institutions":[{"id":"https://openalex.org/I5124864","display_name":"\u00c9cole Polytechnique F\u00e9d\u00e9rale de Lausanne","ror":"https://ror.org/02s376052","country_code":"CH","type":"education","lineage":["https://openalex.org/I2799323385","https://openalex.org/I5124864"]},{"id":"https://openalex.org/I7495430","display_name":"Idiap Research Institute","ror":"https://ror.org/05932h694","country_code":"CH","type":"facility","lineage":["https://openalex.org/I7495430"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Daniel Gatica-Perez","raw_affiliation_strings":["Idiap, Switzerland / EPFL, Switzerland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Idiap, Switzerland / EPFL, Switzerland","institution_ids":["https://openalex.org/I5124864","https://openalex.org/I7495430"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"312","last_page":"320"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11040","display_name":"Personality Traits and Psychology","score":0.9987999796867371,"subfield":{"id":"https://openalex.org/subfields/3203","display_name":"Clinical Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11040","display_name":"Personality Traits and Psychology","score":0.9987999796867371,"subfield":{"id":"https://openalex.org/subfields/3203","display_name":"Clinical Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11118","display_name":"Evolutionary Psychology and Human Behavior","score":0.9962000250816345,"subfield":{"id":"https://openalex.org/subfields/3205","display_name":"Experimental and Cognitive Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10145","display_name":"Consumer Behavior in Brand Consumption and Identification","score":0.9857000112533569,"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/nonverbal-communication","display_name":"Nonverbal communication","score":0.6722859144210815},{"id":"https://openalex.org/keywords/attractiveness","display_name":"Attractiveness","score":0.6234046220779419},{"id":"https://openalex.org/keywords/personality","display_name":"Personality","score":0.6072438359260559},{"id":"https://openalex.org/keywords/receptionists","display_name":"Receptionists","score":0.5858082175254822},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.5639863610267639},{"id":"https://openalex.org/keywords/interpersonal-communication","display_name":"Interpersonal communication","score":0.5631508827209473},{"id":"https://openalex.org/keywords/hospitality","display_name":"Hospitality","score":0.5315489768981934},{"id":"https://openalex.org/keywords/big-five-personality-traits","display_name":"Big Five personality traits","score":0.5010926723480225},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.47635769844055176},{"id":"https://openalex.org/keywords/applied-psychology","display_name":"Applied psychology","score":0.46857213973999023},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.46787142753601074},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.37141937017440796},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.36082109808921814},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.15279409289360046},{"id":"https://openalex.org/keywords/communication","display_name":"Communication","score":0.09132784605026245},{"id":"https://openalex.org/keywords/tourism","display_name":"Tourism","score":0.08479979634284973}],"concepts":[{"id":"https://openalex.org/C145633318","wikidata":"https://www.wikidata.org/wiki/Q207125","display_name":"Nonverbal communication","level":2,"score":0.6722859144210815},{"id":"https://openalex.org/C31173074","wikidata":"https://www.wikidata.org/wiki/Q2632514","display_name":"Attractiveness","level":2,"score":0.6234046220779419},{"id":"https://openalex.org/C187288502","wikidata":"https://www.wikidata.org/wiki/Q641118","display_name":"Personality","level":2,"score":0.6072438359260559},{"id":"https://openalex.org/C2909903884","wikidata":"https://www.wikidata.org/wiki/Q1722406","display_name":"Receptionists","level":2,"score":0.5858082175254822},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5639863610267639},{"id":"https://openalex.org/C164850336","wikidata":"https://www.wikidata.org/wiki/Q3685487","display_name":"Interpersonal communication","level":2,"score":0.5631508827209473},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.5315489768981934},{"id":"https://openalex.org/C2865642","wikidata":"https://www.wikidata.org/wiki/Q378132","display_name":"Big Five personality traits","level":3,"score":0.5010926723480225},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.47635769844055176},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.46857213973999023},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.46787142753601074},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.37141937017440796},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.36082109808921814},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.15279409289360046},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.09132784605026245},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.08479979634284973},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C159110408","wikidata":"https://www.wikidata.org/wiki/Q121176","display_name":"Nursing","level":1,"score":0.0},{"id":"https://openalex.org/C11171543","wikidata":"https://www.wikidata.org/wiki/Q41630","display_name":"Psychoanalysis","level":1,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.1145/3136755.3136771","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3136755.3136771","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 19th ACM International Conference on Multimodal Interaction","raw_type":"proceedings-article"},{"id":"pmh:oai:infoscience.epfl.ch:231132","is_oa":true,"landing_page_url":"http://infoscience.epfl.ch/record/231132","pdf_url":null,"source":{"id":"https://openalex.org/S4306400487","display_name":"Infoscience (Ecole Polytechnique F\u00e9d\u00e9rale de Lausanne)","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Text"},{"id":"pmh:oai:iris.unil.ch:iris/47660","is_oa":false,"landing_page_url":"https://iris.unil.ch/handle/iris/47660","pdf_url":null,"source":{"id":"https://openalex.org/S7407055444","display_name":"IRIS","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"conference paper"},{"id":"pmh:oai:serval.unil.ch:BIB_386783FE6B6E","is_oa":false,"landing_page_url":"https://serval.unil.ch/notice/serval:BIB_386783FE6B6E","pdf_url":null,"source":{"id":"https://openalex.org/S4306401797","display_name":"SERVAL (Universit\u00e9 de Lausanne)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210093590","host_organization_name":"Swiss School of Archaeology in Greece","host_organization_lineage":["https://openalex.org/I4210093590"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"19th ACM International Conference on Multimodal Interaction","raw_type":"info:eu-repo/semantics/conferenceObject"}],"best_oa_location":{"id":"pmh:oai:infoscience.epfl.ch:231132","is_oa":true,"landing_page_url":"http://infoscience.epfl.ch/record/231132","pdf_url":null,"source":{"id":"https://openalex.org/S4306400487","display_name":"Infoscience (Ecole Polytechnique F\u00e9d\u00e9rale de Lausanne)","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Text"},"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9","score":0.5600000023841858}],"awards":[],"funders":[{"id":"https://openalex.org/F4320306076","display_name":"National Science Foundation","ror":"https://ror.org/021nxhr62"},{"id":"https://openalex.org/F4320320924","display_name":"Schweizerischer Nationalfonds zur F\u00f6rderung der Wissenschaftlichen Forschung","ror":"https://ror.org/00yjd3n13"}],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":56,"referenced_works":["https://openalex.org/W659549537","https://openalex.org/W1493363822","https://openalex.org/W1544484417","https://openalex.org/W1594359255","https://openalex.org/W1833550036","https://openalex.org/W1973930376","https://openalex.org/W1985877961","https://openalex.org/W1986714255","https://openalex.org/W1992211215","https://openalex.org/W1993651458","https://openalex.org/W1994745305","https://openalex.org/W1998850479","https://openalex.org/W2004081852","https://openalex.org/W2009658355","https://openalex.org/W2024150581","https://openalex.org/W2026194687","https://openalex.org/W2028422222","https://openalex.org/W2031899702","https://openalex.org/W2044342219","https://openalex.org/W2047067017","https://openalex.org/W2048435811","https://openalex.org/W2053907973","https://openalex.org/W2055208409","https://openalex.org/W2058818389","https://openalex.org/W2059135316","https://openalex.org/W2082302802","https://openalex.org/W2084151917","https://openalex.org/W2094990579","https://openalex.org/W2103572263","https://openalex.org/W2109601284","https://openalex.org/W2116676676","https://openalex.org/W2122556997","https://openalex.org/W2124088225","https://openalex.org/W2127714728","https://openalex.org/W2139610052","https://openalex.org/W2141403362","https://openalex.org/W2152982945","https://openalex.org/W2157171669","https://openalex.org/W2158192499","https://openalex.org/W2162090451","https://openalex.org/W2171757151","https://openalex.org/W2244956059","https://openalex.org/W2277431815","https://openalex.org/W2341702349","https://openalex.org/W2546565035","https://openalex.org/W2548431713","https://openalex.org/W3121820606","https://openalex.org/W3123040858","https://openalex.org/W3125032553","https://openalex.org/W3147976114","https://openalex.org/W4206628816","https://openalex.org/W4245652177","https://openalex.org/W4285719527","https://openalex.org/W6614671800","https://openalex.org/W6632812183","https://openalex.org/W6704429463"],"related_works":["https://openalex.org/W1444465719","https://openalex.org/W341808384","https://openalex.org/W2191444018","https://openalex.org/W2298684630","https://openalex.org/W1954473288","https://openalex.org/W2485216645","https://openalex.org/W2419357805","https://openalex.org/W4242292131","https://openalex.org/W2057111310","https://openalex.org/W3177249003"],"abstract_inverted_index":{"In":[0,100],"the":[1,12,20,87,131],"service":[2,9,23,41],"industry,":[3],"customers":[4,60],"often":[5],"assess":[6],"quality":[7],"of":[8,19,56,73,91,98,133],"based":[10],"on":[11],"behavior,":[13,69],"perceived":[14,40,51],"personality,":[15],"and":[16,39,53,96,136],"other":[17],"attributes":[18],"front":[21],"line":[22],"employees":[24,57],"they":[25],"interact":[26],"with.":[27],"Interpersonal":[28],"communication":[29],"during":[30],"these":[31],"interactions":[32,76],"is":[33],"key":[34],"to":[35,48,116],"determine":[36],"customer":[37],"satisfaction":[38],"quality.":[42],"We":[43,84,128],"present":[44],"a":[45,62,71,80],"computational":[46],"framework":[47,105],"automatically":[49],"infer":[50],"performance":[52,97,109,143],"skill":[54],"variables":[55],"interacting":[58],"with":[59],"in":[61],"hotel":[63],"reception":[64],"desk":[65],"setting":[66],"using":[67,111,118],"nonverbal":[68,113,134],"studying":[70],"dataset":[72],"169":[74],"dyadic":[75],"involving":[77],"students":[78],"from":[79],"hospitality":[81],"management":[82],"school.":[83],"also":[85,129],"study":[86,130],"connections":[88],"between":[89],"impressions":[90,110,123,139],"Big-5":[92,137],"personality":[93,119,138],"traits,":[94],"attractiveness,":[95],"receptionists.":[99],"regression":[101,142],"tasks,":[102],"our":[103],"automatic":[104],"achieves":[106],"R2=0.30":[107],"for":[108],"audio-visual":[112],"cues,":[114],"compared":[115],"0.35":[117],"impressions,":[120],"while":[121],"attractiveness":[122],"had":[124],"low":[125],"predictive":[126],"power.":[127],"integration":[132],"behavior":[135],"towards":[140],"increasing":[141],"(R2":[144],"=":[145],"0.37).":[146]},"counts_by_year":[{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":2}],"updated_date":"2026-07-22T07:51:19.307946","created_date":"2025-10-10T00:00:00"}
