{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,5,5]],"date-time":"2025-05-05T03:40:08Z","timestamp":1746416408437,"version":"3.40.4"},"publisher-location":"Cham","reference-count":17,"publisher":"Springer International Publishing","isbn-type":[{"type":"print","value":"9783319120959"},{"type":"electronic","value":"9783319120966"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2014]]},"DOI":"10.1007\/978-3-319-12096-6_14","type":"book-chapter","created":{"date-parts":[[2014,10,10]],"date-time":"2014-10-10T10:04:21Z","timestamp":1412935461000},"page":"150-161","source":"Crossref","is-referenced-by-count":3,"title":["Development of an Evaluation Approach for Customer Service Interaction Models"],"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"}]},{"given":"Yoshinori","family":"Hara","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","reference":[{"key":"14_CR1","unstructured":"Parasuraman, A., Zeithmal, V.A., Berry, L.L.: SERVQUAL; A Multiple-Item Scale for Measuring & Consumer Perceptions of Service Quality. Journal of Retailing\u00a064(1) (1998)"},{"key":"14_CR2","doi-asserted-by":"crossref","unstructured":"Hara, Y., Yamauch, Y., Yamakawa, Y., Fujisawa, J., Ohshima, H., Tanaka, K.: How Japanese traditional \u201cOmonpakari\u201d services are delivered - a multidisciplinary approach. In: SRII 2012, pp. 906\u2013913 (2012)","DOI":"10.1109\/SRII.2012.102"},{"key":"14_CR3","unstructured":"Karagiannis, D., Grossmann, W., Hoefferer, P.: Open model initiative - a feasibility study (April 4, 2010, 2008), http:\/\/cms.dke.univie.ac.at\/uploads\/media\/OpenModelsFeasibilityStudSEPT2008.pdf"},{"issue":"2","key":"14_CR4","doi-asserted-by":"publisher","first-page":"152","DOI":"10.1108\/09564230510592289","volume":"16","author":"L. Nilsson-Witell","year":"2005","unstructured":"Nilsson-Witell, L., Fundin, A.: Dynamics of service attributes: a test of Kano\u2019s theory of attractive quality. International Journal of Service Industry Management\u00a016(2), 152\u2013168 (2005)","journal-title":"International Journal of Service Industry Management"},{"key":"14_CR5","doi-asserted-by":"crossref","unstructured":"Masuda, H., Hara, Y.: A Dynamic Evaluation Model based on Customer Expectation and Satisfaction. In: SRII 2011, pp. 401\u2013408 (2011)","DOI":"10.1109\/SRII.2011.53"},{"key":"14_CR6","first-page":"98","volume-title":"Satisfaction: A Behavioral Perspective on the Consumer","author":"R.L. Oliver","year":"1997","unstructured":"Oliver, R.L.: The Expectancy Disconfirmation Model of Satisfaction. In: Oliver, R.L. (ed.) Satisfaction: A Behavioral Perspective on the Consumer, pp. 98\u2013131. McGraw Hill, New York (1997)"},{"issue":"1","key":"14_CR7","doi-asserted-by":"publisher","first-page":"45","DOI":"10.1287\/mksc.17.1.45","volume":"17","author":"R.N. Bolton","year":"1998","unstructured":"Bolton, R.N.: A Dynamic Model of the Duration of the Customer\u2019s Relationship with a Continuous Service Provider: The Role of Satisfaction. Marketing Science\u00a017(1), 45\u201365 (1998)","journal-title":"Marketing Science"},{"key":"14_CR8","doi-asserted-by":"crossref","unstructured":"Boulding, W., Kalar, A., Staelin, R., Zeithmal, V.A.: A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions. Journal of Marketing Research, 7\u201327 (February 1993)","DOI":"10.1177\/002224379303000102"},{"key":"14_CR9","unstructured":"Japanese Creative Service (JCS) Project,"},{"key":"14_CR10","series-title":"Lecture Notes in Computer Science","doi-asserted-by":"publisher","first-page":"591","DOI":"10.1007\/978-3-642-39787-5_50","volume-title":"Knowledge Science, Engineering and Management","author":"H. Masuda","year":"2013","unstructured":"Masuda, H., Utz, W., Hara, Y.: Context-Free and Context-Dependent Service Models Based on \u201dRole Model\u201d Concept for Utilizing Cultural Aspects. In: Wang, M. (ed.) KSEM 2013. LNCS, vol.\u00a08041, pp. 591\u2013601. Springer, Heidelberg (2013)"},{"key":"14_CR11","doi-asserted-by":"crossref","unstructured":"Leutgeb, A., Utz, W., Woitsch, R., Fill, H.-G.: Adaptive Processes in E-Government - A Field Report about Semantic-Based Approaches from the EU-Project \u201cFIT\u201d. In: ICEIS (3), pp. 264\u2013269 (2007)","DOI":"10.5220\/0002410502640269"},{"key":"14_CR12","unstructured":"Metamodelling Platform ADOxx, http:\/\/www.adoxx.org"},{"key":"14_CR13","unstructured":"Open Models Initiative Laboratory, http:\/\/www.omilab.org"},{"key":"14_CR14","series-title":"Lecture Notes in Computer Science","doi-asserted-by":"publisher","first-page":"182","DOI":"10.1007\/3-540-45705-4_19","volume-title":"E-Commerce and Web Technologies","author":"D. Karagiannis","year":"2002","unstructured":"Karagiannis, D., K\u00fchn, H.: Metamodelling platforms. In: Bauknecht, K., Min Tjoa, A., Quirchmayr, G. (eds.) EC-Web 2002. LNCS, vol.\u00a02455, p. 182. Springer, Heidelberg (2002)"},{"key":"14_CR15","unstructured":"K\u00fchn, H.: Methodenintegrationim Business Engineering, Dissertation Thesis, University of Vienna (2004)"},{"key":"14_CR16","unstructured":"Deming, W.E.: The New Economics. MIT Press (1993)"},{"key":"14_CR17","unstructured":"Carnegie Mellon University Software Engineering InstituteCMMI v1.3, http:\/\/whatis.cmmiinstitute.com\/"}],"container-title":["Lecture Notes in Computer Science","Knowledge Science, Engineering and Management"],"original-title":[],"link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-319-12096-6_14","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,5,5]],"date-time":"2025-05-05T03:04:21Z","timestamp":1746414261000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-319-12096-6_14"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2014]]},"ISBN":["9783319120959","9783319120966"],"references-count":17,"URL":"https:\/\/doi.org\/10.1007\/978-3-319-12096-6_14","relation":{},"ISSN":["0302-9743","1611-3349"],"issn-type":[{"type":"print","value":"0302-9743"},{"type":"electronic","value":"1611-3349"}],"subject":[],"published":{"date-parts":[[2014]]}}}