{"id":"https://openalex.org/W3092835670","doi":"https://doi.org/10.3233/jifs-189201","title":"Using fuzzy Indicators in customer experience analytics","display_name":"Using fuzzy Indicators in customer experience analytics","publication_year":2020,"publication_date":"2020-10-13","ids":{"openalex":"https://openalex.org/W3092835670","doi":"https://doi.org/10.3233/jifs-189201","mag":"3092835670"},"language":"en","primary_location":{"id":"doi:10.3233/jifs-189201","is_oa":false,"landing_page_url":"https://doi.org/10.3233/jifs-189201","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 & 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/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":"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":"middle","author":{"id":"https://openalex.org/A5058917890","display_name":"Jaime Gil-Lafuente","orcid":null},"institutions":[{"id":"https://openalex.org/I71999127","display_name":"Universitat de Barcelona","ror":"https://ror.org/021018s57","country_code":"ES","type":"education","lineage":["https://openalex.org/I71999127"]}],"countries":["ES"],"is_corresponding":false,"raw_author_name":"Jaime Gil-Lafuente","raw_affiliation_strings":["Facultat d\u2019Economia i Empresa, Universitat de Barcelona, Espa\u00f1a"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Facultat d\u2019Economia i Empresa, Universitat de Barcelona, Espa\u00f1a","institution_ids":["https://openalex.org/I71999127"]}]},{"author_position":"middle","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 de Maule, Chile"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Facultad de Ciencias de la Ingenier\u00eda, Universidad Cat\u00f3lica de Maule, Chile","institution_ids":["https://openalex.org/I2799535320"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5067178943","display_name":"Leslier Valenzuela\u2010Fern\u00e1ndez","orcid":"https://orcid.org/0000-0002-5817-1879"},"institutions":[{"id":"https://openalex.org/I69737025","display_name":"University of Chile","ror":"https://ror.org/047gc3g35","country_code":"CL","type":"education","lineage":["https://openalex.org/I69737025"]}],"countries":["CL"],"is_corresponding":false,"raw_author_name":"Leslier Valenzuela-Fern\u00e1ndez","raw_affiliation_strings":["Department of Administration, School of Economics and Business, University of Chile, Santiago, Chile"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Administration, School of Economics and Business, University of Chile, Santiago, Chile","institution_ids":["https://openalex.org/I69737025"]}]}],"institutions":[],"countries_distinct_count":2,"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":0.1881,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.63420782,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":94},"biblio":{"volume":"40","issue":"2","first_page":"1983","last_page":"1996"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9961000084877014,"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/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9961000084877014,"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9925000071525574,"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/T10145","display_name":"Consumer Behavior in Brand Consumption and Identification","score":0.9842000007629395,"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/conceptualization","display_name":"Conceptualization","score":0.6383134126663208},{"id":"https://openalex.org/keywords/analytics","display_name":"Analytics","score":0.6055095195770264},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6015960574150085},{"id":"https://openalex.org/keywords/value","display_name":"Value (mathematics)","score":0.5702612400054932},{"id":"https://openalex.org/keywords/construct","display_name":"Construct (python library)","score":0.5049248337745667},{"id":"https://openalex.org/keywords/customer-value","display_name":"Customer value","score":0.4557265341281891},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.41674867272377014},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.36327800154685974},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.20361629128456116},{"id":"https://openalex.org/keywords/machine-learning","display_name":"Machine learning","score":0.1252443790435791}],"concepts":[{"id":"https://openalex.org/C90734943","wikidata":"https://www.wikidata.org/wiki/Q17008777","display_name":"Conceptualization","level":2,"score":0.6383134126663208},{"id":"https://openalex.org/C79158427","wikidata":"https://www.wikidata.org/wiki/Q485396","display_name":"Analytics","level":2,"score":0.6055095195770264},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6015960574150085},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.5702612400054932},{"id":"https://openalex.org/C2780801425","wikidata":"https://www.wikidata.org/wiki/Q5164392","display_name":"Construct (python library)","level":2,"score":0.5049248337745667},{"id":"https://openalex.org/C2985066332","wikidata":"https://www.wikidata.org/wiki/Q556441","display_name":"Customer value","level":3,"score":0.4557265341281891},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.41674867272377014},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.36327800154685974},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.20361629128456116},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.1252443790435791},{"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/C34447519","wikidata":"https://www.wikidata.org/wiki/Q179522","display_name":"Market economy","level":1,"score":0.0},{"id":"https://openalex.org/C31170391","wikidata":"https://www.wikidata.org/wiki/Q188619","display_name":"Hierarchy","level":2,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.3233/jifs-189201","is_oa":false,"landing_page_url":"https://doi.org/10.3233/jifs-189201","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 & Fuzzy Systems","raw_type":"journal-article"},{"id":"pmh:oai:diposit.ub.edu:2445/186587","is_oa":false,"landing_page_url":"http://hdl.handle.net/2445/186587","pdf_url":null,"source":{"id":"https://openalex.org/S4306401653","display_name":"Dip\u00f2sit Digital de la Universitat de Barcelona (Universitat de Barcelona)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I71999127","host_organization_name":"Universitat de Barcelona","host_organization_lineage":["https://openalex.org/I71999127"],"host_organization_lineage_names":[],"type":"repository"},"license":"public-domain","license_id":"https://openalex.org/licenses/public-domain","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Articles publicats en revistes (Empresa)","raw_type":"info:eu-repo/semantics/acceptedVersion"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.5400000214576721,"display_name":"Good health and well-being","id":"https://metadata.un.org/sdg/3"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":63,"referenced_works":["https://openalex.org/W138120447","https://openalex.org/W158044045","https://openalex.org/W432549183","https://openalex.org/W581856974","https://openalex.org/W612620520","https://openalex.org/W1546777109","https://openalex.org/W1587343623","https://openalex.org/W1604909128","https://openalex.org/W1969208370","https://openalex.org/W1972978463","https://openalex.org/W1979000511","https://openalex.org/W1987364024","https://openalex.org/W1988337607","https://openalex.org/W1993849417","https://openalex.org/W2007925940","https://openalex.org/W2022727669","https://openalex.org/W2043612358","https://openalex.org/W2046337737","https://openalex.org/W2048975992","https://openalex.org/W2065730915","https://openalex.org/W2067634416","https://openalex.org/W2082420525","https://openalex.org/W2084352267","https://openalex.org/W2084828251","https://openalex.org/W2085957240","https://openalex.org/W2087442202","https://openalex.org/W2100043458","https://openalex.org/W2105443111","https://openalex.org/W2132652356","https://openalex.org/W2142318161","https://openalex.org/W2144336601","https://openalex.org/W2146288845","https://openalex.org/W2150605459","https://openalex.org/W2150917142","https://openalex.org/W2150943872","https://openalex.org/W2153942071","https://openalex.org/W2154384880","https://openalex.org/W2224430620","https://openalex.org/W2259078277","https://openalex.org/W2308408152","https://openalex.org/W2330891463","https://openalex.org/W2339680942","https://openalex.org/W2346673537","https://openalex.org/W2422895071","https://openalex.org/W2556349404","https://openalex.org/W2793300796","https://openalex.org/W2804867722","https://openalex.org/W2936535333","https://openalex.org/W2943101887","https://openalex.org/W2986292455","https://openalex.org/W3014245396","https://openalex.org/W3024181102","https://openalex.org/W3034550872","https://openalex.org/W3103663936","https://openalex.org/W3121958491","https://openalex.org/W3123124570","https://openalex.org/W4206563478","https://openalex.org/W4249749961","https://openalex.org/W6605665755","https://openalex.org/W6606378378","https://openalex.org/W6697768108","https://openalex.org/W6752179779","https://openalex.org/W6775507073"],"related_works":["https://openalex.org/W2272703686","https://openalex.org/W2765750194","https://openalex.org/W2944468837","https://openalex.org/W2062491250","https://openalex.org/W2587073181","https://openalex.org/W2970478085","https://openalex.org/W3128553640","https://openalex.org/W4289861111","https://openalex.org/W4360608388","https://openalex.org/W3087662342"],"abstract_inverted_index":{"The":[0,48],"aims":[1],"of":[2,56,59,66,83,121],"this":[3,23],"study":[4,24,69,110],"is":[5,76],"to":[6,25,38],"propose":[7],"a":[8,39],"model":[9,42],"for":[10],"managing":[11],"customer":[12,98,124],"experience":[13,61,74,100,125],"analytics":[14],"focused":[15,101],"on":[16,97,102],"value":[17,58,75,103,120],"generated":[18,104],"in":[19,90,105],"an":[20,106],"online":[21,107,123],"market,":[22],"explore":[26],"touch":[27,81],"points":[28,82],"experience,":[29],"measured":[30],"with":[31,78],"conventional":[32],"indicators":[33],"and":[34,44],"fuzzy":[35],"indicators,":[36],"using":[37],"structural":[40],"equation":[41],"analysis":[43],"Mamdani":[45],"inference":[46],"method.":[47],"investigation":[49],"has":[50],"delved":[51],"deeper":[52],"into":[53],"the":[54,57,60,63,67,73,79,84,91,95,117,119,122],"nature":[55],"construct,":[62],"results":[64],"revealed":[65],"empirical":[68],"confirm":[70],"regarding":[71],"how":[72],"related":[77],"key":[80],"customer/company":[85],"relationship.":[86],"Very":[87],"few":[88],"studies":[89],"reviewed":[92],"literature":[93],"about":[94],"conceptualization":[96],"interactive":[99],"environment.":[108],"This":[109],"becomes":[111,126],"more":[112,127],"relevant":[113],"today,":[114],"where,":[115],"after":[116],"pandemic,":[118],"important.":[128]},"counts_by_year":[{"year":2022,"cited_by_count":1}],"updated_date":"2026-05-21T09:19:25.381259","created_date":"2025-10-10T00:00:00"}