{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2024,9,8]],"date-time":"2024-09-08T23:55:39Z","timestamp":1725839739412},"publisher-location":"Cham","reference-count":31,"publisher":"Springer International Publishing","isbn-type":[{"type":"print","value":"9783319268439"},{"type":"electronic","value":"9783319268446"}],"license":[{"start":{"date-parts":[[2015,1,1]],"date-time":"2015-01-01T00:00:00Z","timestamp":1420070400000},"content-version":"unspecified","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2015]]},"DOI":"10.1007\/978-3-319-26844-6_39","type":"book-chapter","created":{"date-parts":[[2015,11,28]],"date-time":"2015-11-28T09:31:34Z","timestamp":1448703094000},"page":"528-545","source":"Crossref","is-referenced-by-count":1,"title":["Characterising Users Through an Analysis of On-line Technical Support Forums"],"prefix":"10.1007","author":[{"given":"Solomon","family":"Gizaw","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Jim","family":"Buckley","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Sarah","family":"Beecham","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2016,1,5]]},"reference":[{"issue":"4","key":"39_CR1","doi-asserted-by":"publisher","first-page":"416","DOI":"10.1287\/mnsc.49.4.416.14419","volume":"49","author":"A Das","year":"2003","unstructured":"Das, A.: Knowledge and productivity in technical support work. Manage. Sci. 49(4), 416\u2013431 (2003)","journal-title":"Manage. Sci."},{"issue":"4","key":"39_CR2","doi-asserted-by":"publisher","first-page":"35","DOI":"10.1002\/dir.20048","volume":"19","author":"T Posselt","year":"2005","unstructured":"Posselt, T., Gerstner, E.: Pre-sale vs. post-sale e-satisfaction: impact on repurchase intention and overall satisfaction. J. Interact. Mark. 19(4), 35\u201347 (2005)","journal-title":"J. Interact. Mark."},{"issue":"3","key":"39_CR3","doi-asserted-by":"publisher","first-page":"6866","DOI":"10.1016\/j.eswa.2008.08.003","volume":"36","author":"S Heras","year":"2009","unstructured":"Heras, S., et al.: Multi-domain case-based module for customer support. Expert Syst. Appl. 36(3), 6866\u20136873 (2009)","journal-title":"Expert Syst. Appl."},{"issue":"8","key":"39_CR4","doi-asserted-by":"publisher","first-page":"757","DOI":"10.1016\/S0378-7206(02)00101-5","volume":"40","author":"S Negash","year":"2003","unstructured":"Negash, S., Ryan, T., Igbaria, M.: Quality and effectiveness in web-based customer support systems. Inf. Manage. 40(8), 757\u2013768 (2003)","journal-title":"Inf. Manage."},{"key":"39_CR5","doi-asserted-by":"crossref","unstructured":"Durcikova, A., Fadel, K.J.: Knowledge sourcing from repositories: the role of system characteristics and autonomy. In: 2010 43rd Hawaii International Conference on System Sciences (HICSS). IEEE (2010)","DOI":"10.1109\/HICSS.2010.249"},{"issue":"1","key":"39_CR6","doi-asserted-by":"publisher","first-page":"20","DOI":"10.1109\/MC.2008.29","volume":"41","author":"M Cusumano","year":"2008","unstructured":"Cusumano, M.: The changing software business: moving from products to services. Computer 41(1), 20\u201327 (2008)","journal-title":"Computer"},{"issue":"4","key":"39_CR7","doi-asserted-by":"publisher","first-page":"274","DOI":"10.1002\/smr.1713","volume":"27","author":"A Raninen","year":"2015","unstructured":"Raninen, A., Merikoski, H., Ahonen, J.J., Beecham, S.: Applying software process modeling to improve customer support processes. J. Softw. Evol. Process 27(4), 274\u2013293 (2015)","journal-title":"J. Softw. Evol. Process"},{"issue":"1","key":"39_CR8","doi-asserted-by":"publisher","first-page":"107","DOI":"10.1007\/s11219-007-9032-5","volume":"16","author":"A Stefani","year":"2008","unstructured":"Stefani, A., Xenos, M.: E-commerce system quality assessment using a model based on ISO 9126 and belief networks. Softw. Qual. J. 16(1), 107\u2013129 (2008)","journal-title":"Softw. Qual. J."},{"issue":"3","key":"39_CR9","doi-asserted-by":"publisher","first-page":"184","DOI":"10.1016\/j.lcsi.2013.05.001","volume":"2","author":"A-C Bivall","year":"2013","unstructured":"Bivall, A.-C., M\u00e4kitalo, \u00c5.: Re-visiting the past: how documentary practices serve as means to shape team performance at an IT help desk. Learn. Cult. Soc. Interact. 2(3), 184\u2013194 (2013)","journal-title":"Learn. Cult. Soc. Interact."},{"issue":"3","key":"39_CR10","doi-asserted-by":"publisher","first-page":"177","DOI":"10.1016\/S0378-7206(01)00089-1","volume":"39","author":"KL Smart","year":"2001","unstructured":"Smart, K.L., Whiting, M.E.: Designing systems that support learning and use: a customer-centered approach. Inf. Manage. 39(3), 177\u2013190 (2001)","journal-title":"Inf. Manage."},{"key":"39_CR11","unstructured":"Lee, Z., Kim, Y., Lee, S.-G.: The influences of media choice on help desk performance perception. In: Proceedings of the 34th Annual Hawaii International Conference on System Sciences. IEEE (2001)"},{"issue":"1\u20132","key":"39_CR12","first-page":"125","volume":"9","author":"ME Len-R\u00edos","year":"2002","unstructured":"Len-R\u00edos, M.E.: Consumer rules and orientations toward corporate websites: a pilot study. J. Promot. Manage. 9(1\u20132), 125\u2013143 (2002)","journal-title":"J. Promot. Manage."},{"key":"39_CR13","unstructured":"Oxton, G.: The Power and value of on-line communities. In: 2010: Consortium for Service Innovation, Keynote address in Centre for Next Generation Localisation Public Showcase, Localisation Research Centre CSIS Department, University of Limerick, 27 April 2010"},{"key":"39_CR14","unstructured":"Steichen, B., Wade, V.: Adaptive retrieval and composition of socio-semantic content for personalised customer care. In: International Workshop on Adaptation in Social and Semantic Web (2010)"},{"issue":"2","key":"39_CR15","doi-asserted-by":"publisher","first-page":"155","DOI":"10.1016\/S0167-9236(01)00108-7","volume":"32","author":"AP Massey","year":"2001","unstructured":"Massey, A.P., Montoya-Weiss, M.M., Holcom, K.: Re-engineering the customer relationship: leveraging knowledge assets at IBM. Decis. Support Syst. 32(2), 155\u2013170 (2001)","journal-title":"Decis. Support Syst."},{"issue":"3","key":"39_CR16","doi-asserted-by":"publisher","first-page":"320","DOI":"10.1016\/j.im.2013.12.002","volume":"51","author":"N Gorla","year":"2014","unstructured":"Gorla, N., Somers, T.M.: The impact of IT outsourcing on information systems success. Inf. Manage. 51(3), 320\u2013335 (2014)","journal-title":"Inf. Manage."},{"key":"39_CR17","unstructured":"Wu, D., Im, I., Tremaine, M., Instone, K., Turoff, M.: A framework for classifying personalization scheme used on e-commerce websites. In: Proceedings of the 36th Annual Hawaii International Conference on System Sciences. IEEE (2003)"},{"key":"39_CR18","doi-asserted-by":"crossref","unstructured":"Viviani, M., Bennani, N., Egyed-Zsigmond, E.: A survey on user modeling in multi-application environments. In: Proceedings of the 2010 Third International Conference on Advances in Human-Oriented and Personalized Mechanisms, Technologies and Services, pp. 111\u2013116. IEEE Computer Society (2010)","DOI":"10.1109\/CENTRIC.2010.30"},{"key":"39_CR19","doi-asserted-by":"crossref","unstructured":"Na, C., Yalin, L., Haizhong, A., Yue, W.: A value-added service model of mining right information. In: 2010 International Conference on E-Business and E-Government (ICEE). IEEE (2010)","DOI":"10.1109\/ICEE.2010.579"},{"issue":"1","key":"39_CR20","doi-asserted-by":"publisher","first-page":"79","DOI":"10.1016\/j.eswa.2004.08.011","volume":"28","author":"W Kim","year":"2005","unstructured":"Kim, W., Song, Y.U., Hong, J.S.: Web enabled expert systems using hyperlink-based inference. Expert Syst. Appl. 28(1), 79\u201391 (2005)","journal-title":"Expert Syst. Appl."},{"key":"39_CR21","unstructured":"Fan, W., et al.: Customer relationship management for a small professional technical services corporation. In: Systems and Information Engineering Design Symposium, 2004. Proceedings of the 2004 IEEE. IEEE (2004)"},{"issue":"5","key":"39_CR22","doi-asserted-by":"publisher","first-page":"53","DOI":"10.1109\/MITP.2003.1235611","volume":"5","author":"KY Tam","year":"2003","unstructured":"Tam, K.Y., Ho, S.Y.: Web personalization: is it effective? IT Prof. 5(5), 53\u201357 (2003)","journal-title":"IT Prof."},{"issue":"3","key":"39_CR23","doi-asserted-by":"publisher","first-page":"1442","DOI":"10.1016\/j.dss.2012.12.020","volume":"54","author":"GA Wang","year":"2013","unstructured":"Wang, G.A., Jiao, J., Abrahams, A.S., Fan, W., Zhang, Z.: ExpertRank: a topic-aware expert finding algorithm for online knowledge communities. Decis. Support Syst. 54(3), 1442\u20131451 (2013)","journal-title":"Decis. Support Syst."},{"key":"39_CR24","doi-asserted-by":"crossref","unstructured":"Gao, N., Zhao, S., Jiang, W.: Researched customer requirements representation and mapping on ontology. In: 2011 International Conference on Management and Service Science (2011)","DOI":"10.1109\/ICMSS.2011.5998909"},{"key":"39_CR25","volume-title":"Basics of Qualitative Research Techniques and Procedures for Developing Grounded Theory","author":"A Strauss","year":"1998","unstructured":"Strauss, A., Corbin, J.M.: Basics of Qualitative Research Techniques and Procedures for Developing Grounded Theory, 2nd edn. Sage Publications, London (1998)","edition":"2"},{"issue":"5\u20136","key":"39_CR26","doi-asserted-by":"publisher","first-page":"409","DOI":"10.1108\/03090560710737534","volume":"41","author":"J Vesanen","year":"2007","unstructured":"Vesanen, J.: What is personalisation? A conceptual framework. Eur. J. Mark. 41(5\u20136), 409\u2013418 (2007)","journal-title":"Eur. J. Mark."},{"key":"39_CR27","doi-asserted-by":"crossref","unstructured":"Ralph, P., Parsons, J.: A framework for automatic online personalization. In: Proceedings of the 39th Annual Hawaii International Conference on System Sciences (HICSS 2006). IEEE (2006)","DOI":"10.1109\/HICSS.2006.10"},{"issue":"4","key":"39_CR28","doi-asserted-by":"publisher","first-page":"213","DOI":"10.1037\/h0026256","volume":"70","author":"J Cohen","year":"1968","unstructured":"Cohen, J.: Weighted kappa: nominal scale agreement provision for scaled disagreement or partial credit. Psychol. Bull. 70(4), 213 (1968)","journal-title":"Psychol. Bull."},{"key":"39_CR29","doi-asserted-by":"publisher","first-page":"159","DOI":"10.2307\/2529310","volume":"33","author":"J Landis","year":"1977","unstructured":"Landis, J., Koch, G.: Measurement of observer agreement for categorical data. Biometrics 33, 159\u2013174 (1977)","journal-title":"Biometrics"},{"key":"39_CR30","doi-asserted-by":"crossref","unstructured":"Blomquist, \u00c5., Arvola, M.: Personas in action: ethnography in an interaction design team. In: Proceedings of the second Nordic conference on Human-computer interaction. ACM (2002)","DOI":"10.1145\/572043.572044"},{"key":"39_CR31","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-322-99786-9_1","volume-title":"The Inmates are Running the Asylum","author":"A Cooper","year":"1999","unstructured":"Cooper, A.: The Inmates are Running the Asylum. Sams, Indianapolis (1999)"}],"container-title":["Lecture Notes in Computer Science","Product-Focused Software Process Improvement"],"original-title":[],"link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-319-26844-6_39","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2019,5,31]],"date-time":"2019-05-31T14:38:20Z","timestamp":1559313500000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-319-26844-6_39"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2015]]},"ISBN":["9783319268439","9783319268446"],"references-count":31,"URL":"https:\/\/doi.org\/10.1007\/978-3-319-26844-6_39","relation":{},"ISSN":["0302-9743","1611-3349"],"issn-type":[{"type":"print","value":"0302-9743"},{"type":"electronic","value":"1611-3349"}],"subject":[],"published":{"date-parts":[[2015]]}}}