{"id":"https://openalex.org/W2473826557","doi":"https://doi.org/10.4018/ijtem.2016070104","title":"Customer Satisfaction through Technological Integration","display_name":"Customer Satisfaction through Technological Integration","publication_year":2016,"publication_date":"2016-05-10","ids":{"openalex":"https://openalex.org/W2473826557","doi":"https://doi.org/10.4018/ijtem.2016070104","mag":"2473826557"},"language":"en","primary_location":{"id":"doi:10.4018/ijtem.2016070104","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijtem.2016070104","pdf_url":null,"source":{"id":"https://openalex.org/S4210172606","display_name":"International Journal of Technology and Educational Marketing","issn_l":"2155-5605","issn":["2155-5605","2155-5613"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Technology and Educational Marketing","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/A5111525101","display_name":"Kah Phooi Seng","orcid":null},"institutions":[{"id":"https://openalex.org/I153230381","display_name":"Charles Sturt University","ror":"https://ror.org/00wfvh315","country_code":"AU","type":"education","lineage":["https://openalex.org/I153230381"]}],"countries":["AU"],"is_corresponding":true,"raw_author_name":"Kah Phooi Seng","raw_affiliation_strings":["School of Computing and Mathematics, Charles Sturt University, Bathurst, Australia"],"affiliations":[{"raw_affiliation_string":"School of Computing and Mathematics, Charles Sturt University, Bathurst, Australia","institution_ids":["https://openalex.org/I153230381"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5073635669","display_name":"Li-Minn Ang","orcid":"https://orcid.org/0000-0002-2402-7529"},"institutions":[{"id":"https://openalex.org/I153230381","display_name":"Charles Sturt University","ror":"https://ror.org/00wfvh315","country_code":"AU","type":"education","lineage":["https://openalex.org/I153230381"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Li-Minn Ang","raw_affiliation_strings":["School of Computing and Mathematics, Charles Sturt University, Bathurst, Australia"],"affiliations":[{"raw_affiliation_string":"School of Computing and Mathematics, Charles Sturt University, Bathurst, Australia","institution_ids":["https://openalex.org/I153230381"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5011315445","display_name":"Ooi Chien Shing","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Ooi Chien Shing","raw_affiliation_strings":["Espresssoft System, Penang, Malaysia"],"affiliations":[{"raw_affiliation_string":"Espresssoft System, Penang, Malaysia","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5111525101"],"corresponding_institution_ids":["https://openalex.org/I153230381"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0845051,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"6","issue":"2","first_page":"49","last_page":"78"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9975000023841858,"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":0.9975000023841858,"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/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9882000088691711,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11891","display_name":"Big Data and Business Intelligence","score":0.9804999828338623,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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/customer-satisfaction","display_name":"Customer satisfaction","score":0.8605263829231262},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.5293541550636292},{"id":"https://openalex.org/keywords/voice-of-the-customer","display_name":"Voice of the customer","score":0.5277339220046997},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.5246391892433167},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.515898585319519},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.485708087682724},{"id":"https://openalex.org/keywords/customer-to-customer","display_name":"Customer to customer","score":0.47185325622558594},{"id":"https://openalex.org/keywords/measure","display_name":"Measure (data warehouse)","score":0.4582172930240631},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.44415083527565},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.43119001388549805},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.34422963857650757},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.27507442235946655},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.23795807361602783},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.07666534185409546},{"id":"https://openalex.org/keywords/data-mining","display_name":"Data mining","score":0.07113140821456909}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.8605263829231262},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5293541550636292},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.5277339220046997},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.5246391892433167},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.515898585319519},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.485708087682724},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.47185325622558594},{"id":"https://openalex.org/C2780009758","wikidata":"https://www.wikidata.org/wiki/Q6804172","display_name":"Measure (data warehouse)","level":2,"score":0.4582172930240631},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.44415083527565},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.43119001388549805},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.34422963857650757},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.27507442235946655},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.23795807361602783},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.07666534185409546},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.07113140821456909}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.4018/ijtem.2016070104","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijtem.2016070104","pdf_url":null,"source":{"id":"https://openalex.org/S4210172606","display_name":"International Journal of Technology and Educational Marketing","issn_l":"2155-5605","issn":["2155-5605","2155-5613"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Technology and Educational Marketing","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:igg:jtem00:v:6:y:2016:i:2:p:49-78","is_oa":false,"landing_page_url":"http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJTEM.2016070104","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"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":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure","score":0.5699999928474426}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":92,"referenced_works":["https://openalex.org/W53546289","https://openalex.org/W410850256","https://openalex.org/W1489992655","https://openalex.org/W1509697917","https://openalex.org/W1549078745","https://openalex.org/W1612366852","https://openalex.org/W1965487304","https://openalex.org/W1965685521","https://openalex.org/W1974657225","https://openalex.org/W1982822956","https://openalex.org/W1987258130","https://openalex.org/W1987776546","https://openalex.org/W1988289230","https://openalex.org/W1991041124","https://openalex.org/W1992759770","https://openalex.org/W1993318811","https://openalex.org/W1994663432","https://openalex.org/W2000774574","https://openalex.org/W2001916972","https://openalex.org/W2003626162","https://openalex.org/W2007278710","https://openalex.org/W2008636482","https://openalex.org/W2020175512","https://openalex.org/W2025926893","https://openalex.org/W2032254851","https://openalex.org/W2034618188","https://openalex.org/W2037061962","https://openalex.org/W2037166252","https://openalex.org/W2046127601","https://openalex.org/W2055278701","https://openalex.org/W2059047901","https://openalex.org/W2059348974","https://openalex.org/W2065180054","https://openalex.org/W2066636486","https://openalex.org/W2070054856","https://openalex.org/W2071864855","https://openalex.org/W2073190439","https://openalex.org/W2073388505","https://openalex.org/W2074788634","https://openalex.org/W2078945459","https://openalex.org/W2080830759","https://openalex.org/W2081683717","https://openalex.org/W2086725890","https://openalex.org/W2089683113","https://openalex.org/W2093313630","https://openalex.org/W2093332920","https://openalex.org/W2093505263","https://openalex.org/W2094412456","https://openalex.org/W2095353336","https://openalex.org/W2097726431","https://openalex.org/W2102150387","https://openalex.org/W2104996229","https://openalex.org/W2108947353","https://openalex.org/W2119565742","https://openalex.org/W2119939946","https://openalex.org/W2120886275","https://openalex.org/W2121810937","https://openalex.org/W2122458510","https://openalex.org/W2123772748","https://openalex.org/W2124537004","https://openalex.org/W2125800352","https://openalex.org/W2129542512","https://openalex.org/W2131833400","https://openalex.org/W2134627110","https://openalex.org/W2135081536","https://openalex.org/W2137647199","https://openalex.org/W2138411682","https://openalex.org/W2139072600","https://openalex.org/W2141681031","https://openalex.org/W2149140091","https://openalex.org/W2149911005","https://openalex.org/W2152420251","https://openalex.org/W2152993203","https://openalex.org/W2155399784","https://openalex.org/W2156017586","https://openalex.org/W2157297238","https://openalex.org/W2163026698","https://openalex.org/W2163685610","https://openalex.org/W2165190989","https://openalex.org/W2167249295","https://openalex.org/W2170616854","https://openalex.org/W2173213060","https://openalex.org/W2184623761","https://openalex.org/W2186811760","https://openalex.org/W2189465200","https://openalex.org/W2226825011","https://openalex.org/W2333344417","https://openalex.org/W2338000895","https://openalex.org/W2496557053","https://openalex.org/W3123817903","https://openalex.org/W3125651789","https://openalex.org/W3141819983"],"related_works":["https://openalex.org/W3013184534","https://openalex.org/W2124748206","https://openalex.org/W2483231811","https://openalex.org/W592274603","https://openalex.org/W4284958903","https://openalex.org/W1971902502","https://openalex.org/W2368761584","https://openalex.org/W1983787324","https://openalex.org/W1595134686","https://openalex.org/W2354761646"],"abstract_inverted_index":{"This":[0,58],"paper":[1,18,39,59,118],"presents":[2,60],"a":[3,21,61],"review":[4,62],"of":[5,23,37,63,92,100,116,137],"automated":[6,64],"technology":[7,65,104],"integrations":[8,66],"for":[9,67],"organizations":[10,68],"to":[11,30,54,69,82,107,123],"assess":[12,70],"their":[13,71],"customer":[14,32,56,72,94,139],"satisfaction":[15,140],"levels.":[16],"The":[17,34,96,114],"also":[19,112],"includes":[20],"comparison":[22],"the":[24,38,42,51,84,90,109,117,125,130,135,143],"common":[25],"resources":[26],"that":[27,47],"are":[28,48,111],"used":[29],"measure":[31],"satisfaction.":[33,73,95],"main":[35],"part":[36],"subsequently":[40],"describes":[41],"related":[43,105],"concerns":[44],"and":[45,88,121,133],"challenges":[46,99],"faced":[49],"by":[50,141],"business":[52],"company":[53],"realize":[55,108],"satisfactions.":[57],"These":[74],"components":[75],"can":[76],"be":[77],"integrated":[78],"into":[79],"communication":[80],"tools":[81],"solve":[83],"existing":[85,131],"problems":[86,132],"efficiently,":[87],"improve":[89],"way":[91,136],"assessing":[93,138],"limitations":[97],"or":[98],"current":[101],"approaches":[102],"in":[103,128],"ways":[106,127],"satisfactions":[110],"discussed.":[113],"end":[115],"gives":[119],"recommendations":[120],"solutions":[122],"show":[124],"possible":[126],"solving":[129],"improving":[134],"integrating":[142],"appropriate":[144],"technology.":[145]},"counts_by_year":[],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2016-07-22T00:00:00"}