{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,3,28]],"date-time":"2025-03-28T04:12:09Z","timestamp":1743135129029,"version":"3.40.3"},"publisher-location":"Cham","reference-count":17,"publisher":"Springer International Publishing","isbn-type":[{"type":"print","value":"9783030295509"},{"type":"electronic","value":"9783030295516"}],"license":[{"start":{"date-parts":[[2019,1,1]],"date-time":"2019-01-01T00:00:00Z","timestamp":1546300800000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2019]]},"DOI":"10.1007\/978-3-030-29551-6_53","type":"book-chapter","created":{"date-parts":[[2019,8,20]],"date-time":"2019-08-20T12:04:02Z","timestamp":1566302642000},"page":"596-603","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":1,"title":["Visualization of Customer Satisfaction Linked to Behavior Using a Process-Based Web Questionnaire"],"prefix":"10.1007","author":[{"given":"Hisashi","family":"Masuda","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Wilfrid","family":"Utz","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2019,8,21]]},"reference":[{"key":"53_CR1","doi-asserted-by":"publisher","first-page":"243","DOI":"10.1007\/s12525-015-0182-1","volume":"25","author":"B Neuhofer","year":"2015","unstructured":"Neuhofer, B., Buhalis, D., Ladkin, A.: Smart technologies for personalized experiences: a case study in the hospitality domain. Electron. Mark.: Int. J. Netw. Bus. 25, 243\u2013254 (2015). \nhttps:\/\/doi.org\/10.1007\/s12525-015-0182-1","journal-title":"Electron. Mark.: Int. J. Netw. Bus."},{"key":"53_CR2","series-title":"Springer Proceedings in Business and Economics","doi-asserted-by":"publisher","first-page":"405","DOI":"10.1007\/978-3-319-29058-4_32","volume-title":"Managing Complexity","author":"N Levesque","year":"2017","unstructured":"Levesque, N., Boeck, H.: Proximity marketing as an enabler of mass customization and personalization in a customer service experience. In: Bellemare, J., Carrier, S., Nielsen, K., Piller, F.T. (eds.) Managing Complexity. SPBE, pp. 405\u2013420. Springer, Cham (2017). \nhttps:\/\/doi.org\/10.1007\/978-3-319-29058-4_32"},{"key":"53_CR3","unstructured":"Kuo, T., Tsai, G.Y., Lu, I.Y., Chang, J.S.: Relationships among service quality, customer satisfaction and customer loyalty: a case study on mobile shopping APPs. In: Proceedings of the 17th Asia Pacific Industrial Engineering and Management System Conference, pp. 7\u201310 (2016)"},{"key":"53_CR4","first-page":"243","volume-title":"The Service Encounter","author":"GL Shostack","year":"1985","unstructured":"Shostack, G.L.: Planning the service encounter. In: Czepiel, A.J., Solomon, R.M., Surprenant, F.C. (eds.) The Service Encounter, pp. 243\u2013254. Lexington Books, New York (1985)"},{"key":"53_CR5","doi-asserted-by":"publisher","first-page":"71","DOI":"10.1177\/002224299005400105","volume":"54","author":"MJ Bitner","year":"1990","unstructured":"Bitner, M.J., Booms, B.H., Tetreault, M.S.: The service encounter: diagnosing favorable and unfavorable incidents. J. Mark. 54, 71\u201394 (1990)","journal-title":"J. Mark."},{"issue":"1","key":"53_CR6","doi-asserted-by":"publisher","first-page":"65","DOI":"10.1108\/09564239710161088","volume":"8","author":"J-L Chandon","year":"1997","unstructured":"Chandon, J.-L., Leo, P.-Y., Philippe, J.: Service encounter dimensions - a dyadic perspective: measuring the dimensions of service encounters as perceived by customers and personnel. Int. J. Serv. Ind. Manage. 8(1), 65\u201386 (1997)","journal-title":"Int. J. Serv. Ind. Manage."},{"key":"53_CR7","volume-title":"The Persona Lifecycle: Keeping People in Mind Throughout Product Design","author":"SJ Pruitt","year":"2006","unstructured":"Pruitt, S.J., Adlin, T.: The Persona Lifecycle: Keeping People in Mind Throughout Product Design. Elsevier, Amsterdam (2006)"},{"key":"53_CR8","volume-title":"This is Service Design Thinking: Basics, Tools, Cases","author":"M Stickdorn","year":"2011","unstructured":"Stickdorn, M., et al.: This is Service Design Thinking: Basics, Tools, Cases, vol. 1. Wiley, Hoboken (2011)"},{"issue":"6","key":"53_CR9","doi-asserted-by":"publisher","first-page":"69","DOI":"10.1509\/jm.15.0420","volume":"80","author":"KN Lemon","year":"2016","unstructured":"Lemon, K.N., Verhoef, P.C.: Understanding customer experience throughout the customer journey. J. Mark. 80(6), 69\u201396 (2016)","journal-title":"J. Mark."},{"issue":"4","key":"53_CR10","doi-asserted-by":"publisher","first-page":"633","DOI":"10.1108\/JSBED-05-2013-0073","volume":"22","author":"Heini Maarit Taiminen","year":"2015","unstructured":"Taiminen, H.M., Karjaluoto, H.: The usage of digital marketing channels in SMEs. J. Small Bus. Enterp. Dev. 22(4), 633\u2013651 (2015)","journal-title":"Journal of Small Business and Enterprise Development"},{"issue":"2","key":"53_CR11","doi-asserted-by":"publisher","first-page":"93","DOI":"10.1108\/13287260810897738","volume":"10","author":"Lukasz Arendt","year":"2008","unstructured":"Arendt, L.: Barriers to ICT adoption in SMEs: how to bridge the digital divide. J. Syst. Inform. Technol. 10(2), 93\u2013108 (2008)","journal-title":"Journal of Systems and Information Technology"},{"key":"53_CR12","unstructured":"Kluckhohn, C., Murray, H.A.: Personality in nature, society, and culture. Knopf, New York (1953)"},{"key":"53_CR13","unstructured":"ADOxx Metamodelling Platform (2019). \nhttps:\/\/www.adoxx.org"},{"key":"53_CR14","doi-asserted-by":"publisher","unstructured":"Utz, W., Lee, M.: Industrial business process management using adonis towards a modular business process modelling method for zero-defect-manufacturing. In: 2017 International Conference on Industrial Engineering, Management Science and Application, ICIMSA (2017). \nhttps:\/\/doi.org\/10.1109\/ICIMSA.2017.7985590","DOI":"10.1109\/ICIMSA.2017.7985590"},{"key":"53_CR15","unstructured":"Utz, W.: Design metamodels for domain-specific modelling methods using conceptual structures, pp. 47\u201360 (2018). \nhttp:\/\/ceur-ws.org\/Vol-2234\/paper4.pdf"},{"key":"53_CR16","doi-asserted-by":"publisher","first-page":"75","DOI":"10.1007\/978-3-030-06234-7_8","volume-title":"The Art of Structuring","author":"D Karagiannis","year":"2019","unstructured":"Karagiannis, D., Bork, D., Utz, W.: Metamodels as a conceptual structure: some semantical and syntactical operations. In: Bergener, K., R\u00e4ckers, M., Stein, A. (eds.) The Art of Structuring, pp. 75\u201386. Springer, Cham (2019). \nhttps:\/\/doi.org\/10.1007\/978-3-030-06234-7_8"},{"key":"53_CR17","doi-asserted-by":"publisher","unstructured":"Karagiannis, D.: Agile modeling method engineering (2015). \nhttps:\/\/doi.org\/10.1145\/2801948.2802040","DOI":"10.1145\/2801948.2802040"}],"container-title":["Lecture Notes in Computer Science","Knowledge Science, Engineering and Management"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-030-29551-6_53","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2020,2,22]],"date-time":"2020-02-22T09:08:56Z","timestamp":1582362536000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-030-29551-6_53"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2019]]},"ISBN":["9783030295509","9783030295516"],"references-count":17,"URL":"https:\/\/doi.org\/10.1007\/978-3-030-29551-6_53","relation":{},"ISSN":["0302-9743","1611-3349"],"issn-type":[{"type":"print","value":"0302-9743"},{"type":"electronic","value":"1611-3349"}],"subject":[],"published":{"date-parts":[[2019]]},"assertion":[{"value":"21 August 2019","order":1,"name":"first_online","label":"First Online","group":{"name":"ChapterHistory","label":"Chapter History"}},{"value":"KSEM","order":1,"name":"conference_acronym","label":"Conference Acronym","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"International Conference on Knowledge Science, Engineering and Management","order":2,"name":"conference_name","label":"Conference Name","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Athens","order":3,"name":"conference_city","label":"Conference City","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Greece","order":4,"name":"conference_country","label":"Conference Country","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"2019","order":5,"name":"conference_year","label":"Conference Year","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"28 August 2019","order":7,"name":"conference_start_date","label":"Conference Start Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"30 August 2019","order":8,"name":"conference_end_date","label":"Conference End Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"12","order":9,"name":"conference_number","label":"Conference Number","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"ksem2019","order":10,"name":"conference_id","label":"Conference ID","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"http:\/\/www.ksem.conferences.academy\/index.html","order":11,"name":"conference_url","label":"Conference URL","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Single-blind","order":1,"name":"type","label":"Type","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"easychair","order":2,"name":"conference_management_system","label":"Conference Management System","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"240","order":3,"name":"number_of_submissions_sent_for_review","label":"Number of Submissions Sent for Review","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"77","order":4,"name":"number_of_full_papers_accepted","label":"Number of Full Papers Accepted","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"26","order":5,"name":"number_of_short_papers_accepted","label":"Number of Short Papers Accepted","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"32% - The value is computed by the equation \"Number of Full Papers Accepted \/ Number of Submissions Sent for Review * 100\" and then rounded to a whole number.","order":6,"name":"acceptance_rate_of_full_papers","label":"Acceptance Rate of Full Papers","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"3","order":7,"name":"average_number_of_reviews_per_paper","label":"Average Number of Reviews per Paper","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"4","order":8,"name":"average_number_of_papers_per_reviewer","label":"Average Number of Papers per Reviewer","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"No","order":9,"name":"external_reviewers_involved","label":"External Reviewers Involved","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}}]}}