{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2024,9,5]],"date-time":"2024-09-05T18:16:26Z","timestamp":1725560186759},"publisher-location":"Berlin, Heidelberg","reference-count":8,"publisher":"Springer Berlin Heidelberg","isbn-type":[{"type":"print","value":"9783540284673"},{"type":"electronic","value":"9783540317364"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2005]]},"DOI":"10.1007\/11545163_17","type":"book-chapter","created":{"date-parts":[[2010,7,19]],"date-time":"2010-07-19T18:16:31Z","timestamp":1279563391000},"page":"168-177","source":"Crossref","is-referenced-by-count":1,"title":["The Framework of Web-Based Voice of the Customers Management for Business Process Management in Service Industry"],"prefix":"10.1007","author":[{"given":"Chong Un","family":"Pyon","sequence":"first","affiliation":[]},{"given":"SungMin","family":"Bae","sequence":"additional","affiliation":[]},{"given":"Ji Young","family":"Woo","sequence":"additional","affiliation":[]},{"given":"Sang Chan","family":"Park","sequence":"additional","affiliation":[]}],"member":"297","reference":[{"issue":"8","key":"17_CR1","doi-asserted-by":"publisher","first-page":"1006","DOI":"10.1108\/02686900410557908","volume":"19","author":"J. Antony","year":"2004","unstructured":"Antony, J.: Six Sigma in the UK service organisations: results from a pilot survey. Managerial Auditing Journal, Emerald Group\u00a019(8), 1006\u20131013 (2004)","journal-title":"Managerial Auditing Journal, Emerald Group"},{"issue":"1","key":"17_CR2","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1016\/j.datak.2004.01.001","volume":"50","author":"M. Weske","year":"2004","unstructured":"Weske, M., van der Aalst, W.M.P., Verbeek, H.M.W.: Advances in business process management. Data & Knowledge Engineering\u00a050(1), 1\u20138 (2004)","journal-title":"Data & Knowledge Engineering"},{"key":"17_CR3","unstructured":"Gartner: The BPA Market Cathes another Major Updraft. Gartner\u2019s Application Development and Maintenance Research Note M-16-8153 (2002), \n                    \n                      http:\/\/www.gartner.com"},{"key":"17_CR4","unstructured":"APQC\u2019s International Benchmarking Clearinghouse., \n                    \n                      http:\/\/www.apqc.org"},{"key":"17_CR5","unstructured":"Bob: Better Desing in Half the Time. GOAL\/QPC, Methuen, MA (1989)"},{"key":"17_CR6","volume-title":"Managing Quality : The Strategic and Competitive Edge","author":"D.A. Gavin","year":"1988","unstructured":"Gavin, D.A.: Managing Quality: The Strategic and Competitive Edge. The Free Press, New York (1988)"},{"key":"17_CR7","unstructured":"Robert, F.: McDermott: Service Comes First: An Interview with USAA. Harvard Business Review September-October (1991)"},{"key":"17_CR8","volume-title":"Lean Six Sigma for Service","author":"M.L. George","year":"2003","unstructured":"George, M.L.: Lean Six Sigma for Service. McGraw-Hill, New York (2003)"}],"container-title":["Lecture Notes in Computer Science","E-Commerce and Web Technologies"],"original-title":[],"link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/11545163_17.pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2021,4,27]],"date-time":"2021-04-27T06:56:54Z","timestamp":1619506614000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/11545163_17"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2005]]},"ISBN":["9783540284673","9783540317364"],"references-count":8,"URL":"https:\/\/doi.org\/10.1007\/11545163_17","relation":{},"ISSN":["0302-9743","1611-3349"],"issn-type":[{"type":"print","value":"0302-9743"},{"type":"electronic","value":"1611-3349"}],"subject":[],"published":{"date-parts":[[2005]]}}}