{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,5,27]],"date-time":"2025-05-27T08:48:32Z","timestamp":1748335712913,"version":"3.37.3"},"publisher-location":"Cham","reference-count":20,"publisher":"Springer International Publishing","isbn-type":[{"type":"print","value":"9783030297350"},{"type":"electronic","value":"9783030297367"}],"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\/978-3-030-29736-7_33","type":"book-chapter","created":{"date-parts":[[2019,9,8]],"date-time":"2019-09-08T19:03:18Z","timestamp":1567969398000},"page":"436-449","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":3,"title":["Training Customer Complaint Management in a Virtual Role-Playing Game: A User Study"],"prefix":"10.1007","author":[{"given":"Julia","family":"Othlinghaus-Wulhorst","sequence":"first","affiliation":[]},{"given":"Anne","family":"Mainz","sequence":"additional","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0003-3240-5785","authenticated-orcid":false,"given":"H. Ulrich","family":"Hoppe","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2019,9,9]]},"reference":[{"key":"33_CR1","unstructured":"Cho, Y., Im, I., Hiltz, R., Fjermestad, J.: An analysis of online customer complaints: implications for web complaint management. In: Proceedings of the 35th Annual Hawaii International Conference on System Sciences, pp. 2308\u20132317. IEEE (2002)"},{"issue":"2","key":"33_CR2","doi-asserted-by":"publisher","first-page":"148","DOI":"10.1108\/09564239710166272","volume":"8","author":"V Liljander","year":"1997","unstructured":"Liljander, V., Strandvik, T.: Emotions in service satsifaction. Int. J. Serv. Ind. Manag. 8(2), 148\u2013169 (1997)","journal-title":"Int. J. Serv. Ind. Manag."},{"issue":"5","key":"33_CR3","doi-asserted-by":"publisher","first-page":"283","DOI":"10.1108\/09596110310482209","volume":"15","author":"VCS Heung","year":"2003","unstructured":"Heung, V.C.S., Lam, T.: Customer complaint behaviour towards hotel restaurant services. Int. J. Contem. Hospitality Manag. 15(5), 283\u2013289 (2003)","journal-title":"Int. J. Contem. Hospitality Manag."},{"key":"33_CR4","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-319-06311-9","volume-title":"Educational Games for Soft-Skills Training in Digital Environments","author":"E Dell\u2019Aquila","year":"2017","unstructured":"Dell\u2019Aquila, E., Marocco, D., Ponticorvo, M., Di Ferdinando, A., Schembri, M., Miglino, O.: Educational Games for Soft-Skills Training in Digital Environments. Springer, Switzerland (2017)"},{"key":"33_CR5","unstructured":"Knode, S., Knode, J.-D.: Using a simulation program to teach leadership. In: Proceedings of the 2011 ASCUE Summer Conference, pp. 86\u201392 (2011)"},{"key":"33_CR6","series-title":"Lecture Notes in Computer Science","doi-asserted-by":"publisher","first-page":"17","DOI":"10.1007\/978-3-642-33284-5_2","volume-title":"Collaboration and Technology","author":"K Emmerich","year":"2012","unstructured":"Emmerich, K., Neuwald, K., Othlinghaus, J., Ziebarth, S., Hoppe, H.U.: Training conflict management in a collaborative virtual environment. In: Herskovic, V., Hoppe, H.Ulrich, Jansen, M., Ziegler, J. (eds.) CRIWG 2012. LNCS, vol. 7493, pp. 17\u201332. Springer, Heidelberg (2012). \n                      https:\/\/doi.org\/10.1007\/978-3-642-33284-5_2"},{"key":"33_CR7","doi-asserted-by":"crossref","unstructured":"Ziebarth, S., Kizina, A., Hoppe, H.U., Dini, L.: A serious game for training patient-centered medical interviews. In: 14th International Conference on Advanced Learning Technologies, pp. 213\u2013217. IEEE (2014)","DOI":"10.1109\/ICALT.2014.69"},{"issue":"3","key":"33_CR8","doi-asserted-by":"publisher","first-page":"287","DOI":"10.1287\/mksc.7.3.287","volume":"7","author":"C Fornell","year":"1988","unstructured":"Fornell, C., Wernerfelt, B.: A model for customer complaint management. Mark. Sci. 7(3), 287\u2013298 (1988)","journal-title":"Mark. Sci."},{"key":"33_CR9","doi-asserted-by":"publisher","DOI":"10.3139\/9783446436633","volume-title":"Beschwerdemanagement: Unzufriedene Kunden als profitable Zielgruppe","author":"B Stauss","year":"2014","unstructured":"Stauss, B., Seidel, W.: Beschwerdemanagement: Unzufriedene Kunden als profitable Zielgruppe. Carl Hanser Verlag, Munich (2014)"},{"key":"33_CR10","first-page":"78","volume":"79","author":"RB Chase","year":"2001","unstructured":"Chase, R.B., Dasu, S.: Want to perfect your company\u2019s service? use behavioral science. Harvard Bus. Rev. 79, 78\u201384 (2001)","journal-title":"Harvard Bus. Rev."},{"issue":"3","key":"33_CR11","doi-asserted-by":"publisher","first-page":"173","DOI":"10.1108\/09604520210429240","volume":"12","author":"B Stauss","year":"2002","unstructured":"Stauss, B.: The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction. Managing Serv. Qual. Int. J. 12(3), 173\u2013183 (2002)","journal-title":"Managing Serv. Qual. Int. J."},{"issue":"3","key":"33_CR12","doi-asserted-by":"publisher","first-page":"1323","DOI":"10.2466\/pr0.1979.44.3c.1323","volume":"44","author":"A Rahim","year":"1979","unstructured":"Rahim, A., Bonoma, T.V.: Managing organizational conflict: a model for diagnosis and intervention. Psychol. Rep. 44(3), 1323\u20131344 (1979)","journal-title":"Psychol. Rep."},{"key":"33_CR13","doi-asserted-by":"publisher","first-page":"231","DOI":"10.1007\/978-3-642-78069-1_12","volume-title":"Designing Environments for Constructive Learning","author":"D Jonassen","year":"1993","unstructured":"Jonassen, D., Mayes, T., McAleese, R.: A manifesto for a constructivist approach to uses of technology in higher education. In: Duffy, T.M., Lowyck, J., Jonassen, D.H., Welsh, T.M. (eds.) Designing Environments for Constructive Learning, pp. 231\u2013247. Springer, Heidelberg (1993). \n                      https:\/\/doi.org\/10.1007\/978-3-642-78069-1_12"},{"key":"33_CR14","unstructured":"Wallace, R.: The elements if AIML Style. ALICE AI Foundation (2004)"},{"key":"33_CR15","doi-asserted-by":"crossref","unstructured":"Ghose, S., Barua, J.J.: Toward the implementation of a topic specific dialogue based natural language chatbot as an undergraduate advisor. In: 2013 International Conference on Informatics, Electronics & Vision (ICIEV), pp. 1\u20135. IEEE (2013)","DOI":"10.1109\/ICIEV.2013.6572650"},{"key":"33_CR16","doi-asserted-by":"crossref","unstructured":"Weinbrenner, S., Giemza, A., Hoppe, H.U.: Engineering heterogenous distributed learning environments using TupleSpaces as an architectural platform. In: Proceedings of the 7th IEEE International Conference on Advanced Learning Technologies (ICALT 2007), pp. 434\u2013436. IEEE (2007)","DOI":"10.1109\/ICALT.2007.139"},{"key":"33_CR17","doi-asserted-by":"crossref","unstructured":"Stauss B., Seidel, W.: Complaint management. In: Introduction to Service Engineering, pp. 414\u2013432. Wiley, New Jersey (2010)","DOI":"10.1002\/9780470569627.ch20"},{"key":"33_CR18","unstructured":"Ijsselsteijn, W.A., De Kort, Y.A.W., Poels, K.: The game experience questionnaire. Technische Universit\u00e4t Eindhoven (2013)"},{"issue":"5","key":"33_CR19","doi-asserted-by":"publisher","first-page":"2163","DOI":"10.1016\/j.chb.2006.02.017","volume":"23","author":"TM Holtgraves","year":"2007","unstructured":"Holtgraves, T.M., Ross, S.J., Weywadt, C.R., Lin, H.T.: Perceiving artificial social agents. Comput. Hum. Behav. 23(5), 2163\u20132174 (2007)","journal-title":"Comput. Hum. Behav."},{"issue":"1","key":"33_CR20","first-page":"29","volume":"22","author":"BA Shawar","year":"2007","unstructured":"Shawar, B.A., Atwell, E.: Chatbots: are they really useful? LDV Forum 22(1), 29\u201349 (2007)","journal-title":"LDV Forum"}],"container-title":["Lecture Notes in Computer Science","Transforming Learning with Meaningful Technologies"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-030-29736-7_33","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2019,9,8]],"date-time":"2019-09-08T19:32:21Z","timestamp":1567971141000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-030-29736-7_33"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2019]]},"ISBN":["9783030297350","9783030297367"],"references-count":20,"URL":"https:\/\/doi.org\/10.1007\/978-3-030-29736-7_33","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":"9 September 2019","order":1,"name":"first_online","label":"First Online","group":{"name":"ChapterHistory","label":"Chapter History"}},{"value":"EC-TEL","order":1,"name":"conference_acronym","label":"Conference Acronym","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"European Conference on Technology Enhanced Learning","order":2,"name":"conference_name","label":"Conference Name","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Delft","order":3,"name":"conference_city","label":"Conference City","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"The Netherlands","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":"16 September 2019","order":7,"name":"conference_start_date","label":"Conference Start Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"19 September 2019","order":8,"name":"conference_end_date","label":"Conference End Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"14","order":9,"name":"conference_number","label":"Conference Number","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"ectel2019","order":10,"name":"conference_id","label":"Conference ID","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"http:\/\/www.ec-tel.eu\/","order":11,"name":"conference_url","label":"Conference URL","group":{"name":"ConferenceInfo","label":"Conference Information"}}]}}