{"id":"https://openalex.org/W3160241104","doi":"https://doi.org/10.1145/3449365.3449372","title":"Customer Journey Mapping of a Public Mobile Application: The Case Study of a State Electricity Enterprise","display_name":"Customer Journey Mapping of a Public Mobile Application: The Case Study of a State Electricity Enterprise","publication_year":2021,"publication_date":"2021-01-15","ids":{"openalex":"https://openalex.org/W3160241104","doi":"https://doi.org/10.1145/3449365.3449372","mag":"3160241104"},"language":"en","primary_location":{"id":"doi:10.1145/3449365.3449372","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3449365.3449372","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2021 3rd Asia Pacific Information Technology Conference","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/A5031908507","display_name":"Sarawut Ramjan","orcid":"https://orcid.org/0000-0002-6531-0419"},"institutions":[{"id":"https://openalex.org/I108108428","display_name":"Thammasat University","ror":"https://ror.org/002yp7f20","country_code":"TH","type":"education","lineage":["https://openalex.org/I108108428"]}],"countries":["TH"],"is_corresponding":true,"raw_author_name":"SARAWUT RAMJAN","raw_affiliation_strings":["Thammasat University, Thailand"],"affiliations":[{"raw_affiliation_string":"Thammasat University, Thailand","institution_ids":["https://openalex.org/I108108428"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5071072115","display_name":"Kom Campiranon","orcid":null},"institutions":[{"id":"https://openalex.org/I108108428","display_name":"Thammasat University","ror":"https://ror.org/002yp7f20","country_code":"TH","type":"education","lineage":["https://openalex.org/I108108428"]}],"countries":["TH"],"is_corresponding":false,"raw_author_name":"KOM CAMPIRANON","raw_affiliation_strings":["Thammasat University, Thailand"],"affiliations":[{"raw_affiliation_string":"Thammasat University, Thailand","institution_ids":["https://openalex.org/I108108428"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5031908507"],"corresponding_institution_ids":["https://openalex.org/I108108428"],"apc_list":null,"apc_paid":null,"fwci":0.1553,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.52561317,"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":"39","last_page":"46"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9973999857902527,"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":0.9973999857902527,"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/T14074","display_name":"Persona Design and Applications","score":0.996999979019165,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"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/T10609","display_name":"Digital Marketing and Social Media","score":0.9854000210762024,"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/electricity","display_name":"Electricity","score":0.6984913349151611},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.6285926699638367},{"id":"https://openalex.org/keywords/order","display_name":"Order (exchange)","score":0.5195696353912354},{"id":"https://openalex.org/keywords/data-collection","display_name":"Data collection","score":0.4663509428501129},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.46492576599121094},{"id":"https://openalex.org/keywords/state","display_name":"State (computer science)","score":0.46072816848754883},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4421170651912689},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.4008373022079468},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.15742340683937073},{"id":"https://openalex.org/keywords/finance","display_name":"Finance","score":0.11178308725357056}],"concepts":[{"id":"https://openalex.org/C206658404","wikidata":"https://www.wikidata.org/wiki/Q12725","display_name":"Electricity","level":2,"score":0.6984913349151611},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6285926699638367},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.5195696353912354},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.4663509428501129},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.46492576599121094},{"id":"https://openalex.org/C48103436","wikidata":"https://www.wikidata.org/wiki/Q599031","display_name":"State (computer science)","level":2,"score":0.46072816848754883},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4421170651912689},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4008373022079468},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.15742340683937073},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.11178308725357056},{"id":"https://openalex.org/C11413529","wikidata":"https://www.wikidata.org/wiki/Q8366","display_name":"Algorithm","level":1,"score":0.0},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.0},{"id":"https://openalex.org/C119599485","wikidata":"https://www.wikidata.org/wiki/Q43035","display_name":"Electrical engineering","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:10.1145/3449365.3449372","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3449365.3449372","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2021 3rd Asia Pacific Information Technology Conference","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":17,"referenced_works":["https://openalex.org/W2067652191","https://openalex.org/W2472347526","https://openalex.org/W2748271388","https://openalex.org/W2901703147","https://openalex.org/W2902978401","https://openalex.org/W2909755137","https://openalex.org/W2913857390","https://openalex.org/W2958055335","https://openalex.org/W2958621838","https://openalex.org/W2987259235","https://openalex.org/W3000279906","https://openalex.org/W3001062253","https://openalex.org/W3011062371","https://openalex.org/W3013773994","https://openalex.org/W4241649306","https://openalex.org/W6728457106","https://openalex.org/W6738798493"],"related_works":["https://openalex.org/W2186048469","https://openalex.org/W3029267192","https://openalex.org/W1967509846","https://openalex.org/W4308662946","https://openalex.org/W2941073738","https://openalex.org/W2480059162","https://openalex.org/W4386420510","https://openalex.org/W2189632163","https://openalex.org/W2580397049","https://openalex.org/W1559174590"],"abstract_inverted_index":{"Although":[0],"electricity":[1,28,76,142],"enterprises":[2,29,46,143],"are":[3,6,97],"state-owned":[4],"and":[5,59,119,124],"often":[7],"monopolies,":[8],"they":[9],"face":[10],"a":[11,24,116,146],"number":[12,25],"of":[13,26,65,74,110,135],"challenges":[14],"to":[15,36,47,54,69,91,100,114,132,144],"remain":[16],"competitive":[17],"for":[18,44,138],"enhance":[19],"customer":[20,38],"satisfaction.":[21],"In":[22],"turn,":[23],"state":[27,45,75,141],"have":[30,105],"developed":[31],"public":[32,147],"mobile":[33,112,148],"applications":[34],"(apps)":[35],"meet":[37],"needs.":[39],"It":[40],"can":[41],"be":[42],"challenging":[43],"collect":[48],"data":[49,122],"from":[50],"citizens":[51],"in":[52,79,89],"order":[53,90],"design":[55],"the":[56,71,83,107,111,127,139],"app's":[57],"specifications":[58],"determine":[60],"its":[61],"requirements.":[62],"The":[63,95],"aim":[64],"this":[66],"research":[67,128],"is":[68],"examine":[70],"satisfaction":[72,117],"level":[73,118],"enterprise":[77],"customers":[78],"Thailand":[80],"by":[81],"using":[82],"Customer":[84],"Journey":[85],"Mapping":[86],"(CJM)":[87],"technique":[88],"develop":[92,145],"interview":[93,101],"questions.":[94],"questions":[96],"then":[98],"used":[99,106],"target":[102],"respondents":[103],"who":[104],"current":[108],"version":[109],"application":[113],"obtain":[115],"suggestions.":[120],"Following":[121],"collection":[123],"triangulation":[125],"techniques,":[126],"results":[129],"were":[130],"utilized":[131],"specify":[133],"Terms":[134],"Reference":[136],"(TOR)":[137],"Thai":[140],"application.":[149]},"counts_by_year":[{"year":2024,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}