{"id":"https://openalex.org/W3091912689","doi":"https://doi.org/10.3233/jifs-189185","title":"Applying data mining on customer relationship management system to discover forgotten effects","display_name":"Applying data mining on customer relationship management system to discover forgotten effects","publication_year":2020,"publication_date":"2020-10-06","ids":{"openalex":"https://openalex.org/W3091912689","doi":"https://doi.org/10.3233/jifs-189185","mag":"3091912689"},"language":"en","primary_location":{"id":"doi:10.3233/jifs-189185","is_oa":false,"landing_page_url":"https://doi.org/10.3233/jifs-189185","pdf_url":null,"source":{"id":"https://openalex.org/S179157397","display_name":"Journal of Intelligent & Fuzzy Systems","issn_l":"1064-1246","issn":["1064-1246","1875-8967"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310318577","host_organization_name":"IOS Press","host_organization_lineage":["https://openalex.org/P4310318577"],"host_organization_lineage_names":["IOS Press"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Intelligent &amp; Fuzzy 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/A5024489013","display_name":"Ang\u00e9lica Urrutia","orcid":"https://orcid.org/0000-0002-1806-1616"},"institutions":[{"id":"https://openalex.org/I2799535320","display_name":"Catholic University of the Maule","ror":"https://ror.org/04vdpck27","country_code":"CL","type":"education","lineage":["https://openalex.org/I2799535320"]}],"countries":["CL"],"is_corresponding":false,"raw_author_name":"Ang\u00e9lica Urrutia","raw_affiliation_strings":["Facultad de Ciencias de la Ingenier\u00eda, Universidad Cat\u00f3lica del Maule, Talca, Chile"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Facultad de Ciencias de la Ingenier\u00eda, Universidad Cat\u00f3lica del Maule, Talca, Chile","institution_ids":["https://openalex.org/I2799535320"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5071223788","display_name":"Fabiola Rojo","orcid":null},"institutions":[{"id":"https://openalex.org/I2799535320","display_name":"Catholic University of the Maule","ror":"https://ror.org/04vdpck27","country_code":"CL","type":"education","lineage":["https://openalex.org/I2799535320"]}],"countries":["CL"],"is_corresponding":false,"raw_author_name":"Fabiola Rojo","raw_affiliation_strings":["Facultad de Ciencias de la Ingenier\u00eda, Universidad Cat\u00f3lica del Maule, Talca, Chile"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Facultad de Ciencias de la Ingenier\u00eda, Universidad Cat\u00f3lica del Maule, Talca, Chile","institution_ids":["https://openalex.org/I2799535320"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5050978580","display_name":"Carolina Nicol\u00e1s","orcid":"https://orcid.org/0000-0002-1911-2972"},"institutions":[{"id":"https://openalex.org/I4210122369","display_name":"Universidad Santo Tom\u00e1s","ror":"https://ror.org/02vbtzd72","country_code":"CL","type":"education","lineage":["https://openalex.org/I4210122369"]}],"countries":["CL"],"is_corresponding":true,"raw_author_name":"Dra. Carolina Nicolas","raw_affiliation_strings":["Escuela de Ingenier\u00eda Comercial, Facultad de Econom\u00eda y Negocios, Universidad Santo Tom\u00e1s, Chile"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Escuela de Ingenier\u00eda Comercial, Facultad de Econom\u00eda y Negocios, Universidad Santo Tom\u00e1s, Chile","institution_ids":["https://openalex.org/I4210122369"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5085441038","display_name":"Roberto Ahumada","orcid":null},"institutions":[{"id":"https://openalex.org/I2799535320","display_name":"Catholic University of the Maule","ror":"https://ror.org/04vdpck27","country_code":"CL","type":"education","lineage":["https://openalex.org/I2799535320"]}],"countries":["CL"],"is_corresponding":false,"raw_author_name":"Roberto Ahumada","raw_affiliation_strings":["Facultad de Ciencias de la Ingenier\u00eda, Universidad Cat\u00f3lica del Maule, Talca, Chile"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Facultad de Ciencias de la Ingenier\u00eda, Universidad Cat\u00f3lica del Maule, Talca, Chile","institution_ids":["https://openalex.org/I2799535320"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5050978580"],"corresponding_institution_ids":["https://openalex.org/I4210122369"],"apc_list":null,"apc_paid":null,"fwci":0.2265,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":{"value":0.67155677,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":95},"biblio":{"volume":"40","issue":"2","first_page":"1783","last_page":"1794"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9695000052452087,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9695000052452087,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9574000239372253,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"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/T13083","display_name":"Advanced Text Analysis Techniques","score":0.9304999709129333,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"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/customer-relationship-management","display_name":"Customer relationship management","score":0.7289160490036011},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6664751768112183},{"id":"https://openalex.org/keywords/association-rule-learning","display_name":"Association rule learning","score":0.557537853717804},{"id":"https://openalex.org/keywords/work","display_name":"Work (physics)","score":0.5546337366104126},{"id":"https://openalex.org/keywords/causal-analysis","display_name":"Causal analysis","score":0.49703648686408997},{"id":"https://openalex.org/keywords/causal-model","display_name":"Causal model","score":0.4961625039577484},{"id":"https://openalex.org/keywords/data-mining","display_name":"Data mining","score":0.4955180883407593},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.49039578437805176},{"id":"https://openalex.org/keywords/association","display_name":"Association (psychology)","score":0.45392554998397827},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4307975769042969},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.41684022545814514},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.35426005721092224},{"id":"https://openalex.org/keywords/operations-research","display_name":"Operations research","score":0.33021360635757446},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.32752859592437744},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.2808116674423218},{"id":"https://openalex.org/keywords/risk-analysis","display_name":"Risk analysis (engineering)","score":0.27677375078201294},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.26828864216804504},{"id":"https://openalex.org/keywords/database","display_name":"Database","score":0.1414949893951416},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.10883426666259766},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.08634918928146362},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.08204612135887146}],"concepts":[{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.7289160490036011},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6664751768112183},{"id":"https://openalex.org/C193524817","wikidata":"https://www.wikidata.org/wiki/Q386780","display_name":"Association rule learning","level":2,"score":0.557537853717804},{"id":"https://openalex.org/C18762648","wikidata":"https://www.wikidata.org/wiki/Q42213","display_name":"Work (physics)","level":2,"score":0.5546337366104126},{"id":"https://openalex.org/C2987525970","wikidata":"https://www.wikidata.org/wiki/Q96374569","display_name":"Causal analysis","level":2,"score":0.49703648686408997},{"id":"https://openalex.org/C11671645","wikidata":"https://www.wikidata.org/wiki/Q5054567","display_name":"Causal model","level":2,"score":0.4961625039577484},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.4955180883407593},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.49039578437805176},{"id":"https://openalex.org/C142853389","wikidata":"https://www.wikidata.org/wiki/Q744778","display_name":"Association (psychology)","level":2,"score":0.45392554998397827},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4307975769042969},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.41684022545814514},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.35426005721092224},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.33021360635757446},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.32752859592437744},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.2808116674423218},{"id":"https://openalex.org/C112930515","wikidata":"https://www.wikidata.org/wiki/Q4389547","display_name":"Risk analysis (engineering)","level":1,"score":0.27677375078201294},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.26828864216804504},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.1414949893951416},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.10883426666259766},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.08634918928146362},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.08204612135887146},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","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/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.0},{"id":"https://openalex.org/C542102704","wikidata":"https://www.wikidata.org/wiki/Q183257","display_name":"Psychotherapist","level":1,"score":0.0},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.3233/jifs-189185","is_oa":false,"landing_page_url":"https://doi.org/10.3233/jifs-189185","pdf_url":null,"source":{"id":"https://openalex.org/S179157397","display_name":"Journal of Intelligent & Fuzzy Systems","issn_l":"1064-1246","issn":["1064-1246","1875-8967"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310318577","host_organization_name":"IOS Press","host_organization_lineage":["https://openalex.org/P4310318577"],"host_organization_lineage_names":["IOS Press"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Intelligent &amp; Fuzzy Systems","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":55,"referenced_works":["https://openalex.org/W118659344","https://openalex.org/W1513775040","https://openalex.org/W1572309696","https://openalex.org/W1588032506","https://openalex.org/W1968626239","https://openalex.org/W1978554382","https://openalex.org/W1995978586","https://openalex.org/W2045136642","https://openalex.org/W2125176367","https://openalex.org/W2133610185","https://openalex.org/W2168681504","https://openalex.org/W2233997611","https://openalex.org/W2271153056","https://openalex.org/W2569181526","https://openalex.org/W2611498574","https://openalex.org/W2618054437","https://openalex.org/W2729730481","https://openalex.org/W2734579428","https://openalex.org/W2735069940","https://openalex.org/W2766432228","https://openalex.org/W2770664662","https://openalex.org/W2772580401","https://openalex.org/W2787035254","https://openalex.org/W2792387105","https://openalex.org/W2792763200","https://openalex.org/W2793916968","https://openalex.org/W2795220843","https://openalex.org/W2796240198","https://openalex.org/W2805721010","https://openalex.org/W2805988302","https://openalex.org/W2808673205","https://openalex.org/W2884259470","https://openalex.org/W2898939602","https://openalex.org/W2906050302","https://openalex.org/W2936967793","https://openalex.org/W2937555136","https://openalex.org/W2943825570","https://openalex.org/W2946763224","https://openalex.org/W2947020683","https://openalex.org/W2955686414","https://openalex.org/W2961835203","https://openalex.org/W2993843842","https://openalex.org/W3103663936","https://openalex.org/W6642556993","https://openalex.org/W6694312023","https://openalex.org/W6737933999","https://openalex.org/W6741091909","https://openalex.org/W6748306185","https://openalex.org/W6749882779","https://openalex.org/W6751916226","https://openalex.org/W6752116071","https://openalex.org/W6752614741","https://openalex.org/W6819841098","https://openalex.org/W7008053318","https://openalex.org/W7044031430"],"related_works":["https://openalex.org/W1973295013","https://openalex.org/W1970053881","https://openalex.org/W2385901836","https://openalex.org/W2184573879","https://openalex.org/W2124748206","https://openalex.org/W4244653254","https://openalex.org/W2552443160","https://openalex.org/W2096938671","https://openalex.org/W2368761584","https://openalex.org/W2783546483"],"abstract_inverted_index":{"Companies":[0],"need":[1],"to":[2,27,41,100,110,150],"know":[3],"customer":[4,35],"preferences":[5],"for":[6,61],"decision-making.":[7],"For":[8],"this":[9,56,90,97,136],"reason,":[10],"the":[11,16,25,32,80,132,139,143],"companies":[12],"take":[13],"into":[14],"account":[15],"Customer":[17],"Relationship":[18],"Management":[19],"(CRM).":[20],"These":[21],"information":[22],"systems":[23],"have":[24],"objective":[26],"give":[28],"support":[29],"and":[30,120,156],"allow":[31],"management":[33],"of":[34,55,72,82],"data.":[36],"Nevertheless,":[37],"it":[38],"is":[39,79,87,99],"possible":[40],"forget":[42],"causal":[43,63,112],"relationships":[44],"that":[45,131],"are":[46],"not":[47],"always":[48],"explicit,":[49],"obvious,":[50],"or":[51],"observables.":[52],"The":[53,75,92,128],"aim":[54],"study":[57,115],"on":[58],"new":[59,93],"methodologies":[60],"finding":[62],"relationships.":[64,113],"This":[65,114],"research":[66],"used":[67,134,149],"a":[68,73,123],"data":[69],"analysis":[70,77],"methodology":[71],"CRM.":[74],"traditional":[76],"method":[78],"Theory":[81],"Forgotten":[83],"Effects":[84],"(TFE),":[85],"which":[86],"considered":[88],"in":[89,96,135],"work.":[91],"approach":[94],"proposed":[95],"article":[98],"use":[101],"Data":[102],"Mining":[103],"Algorithms":[104],"(DMA)":[105],"like":[106],"Association":[107],"Rules":[108],"(AR)":[109],"discover":[111],"analyzed":[116],"5,000":[117],"users\u2019":[118],"comments":[119,153],"opinions":[121],"about":[122,154],"Chilean":[124],"foods":[125],"industry":[126],"company.":[127],"results":[129],"show":[130],"DMA":[133,146],"work":[137],"obtains":[138],"same":[140],"values":[141],"as":[142],"TFE.":[144],"Consequently,":[145],"can":[147],"be":[148],"identify":[151],"non-obvious":[152],"products":[155],"services.":[157]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":1}],"updated_date":"2026-05-21T09:19:25.381259","created_date":"2025-10-10T00:00:00"}
