{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,3,26]],"date-time":"2025-03-26T19:59:18Z","timestamp":1743019158932,"version":"3.40.3"},"publisher-location":"Cham","reference-count":17,"publisher":"Springer International Publishing","isbn-type":[{"type":"print","value":"9783319389790"},{"type":"electronic","value":"9783319389806"}],"license":[{"start":{"date-parts":[[2016,1,1]],"date-time":"2016-01-01T00:00:00Z","timestamp":1451606400000},"content-version":"unspecified","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":[[2016]]},"DOI":"10.1007\/978-3-319-38980-6_23","type":"book-chapter","created":{"date-parts":[[2016,5,11]],"date-time":"2016-05-11T06:54:07Z","timestamp":1462949647000},"page":"316-333","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":1,"title":["Empirically Derived Recommendations for Personalised Text-Based Technical Support"],"prefix":"10.1007","author":[{"given":"Solomon","family":"Gizaw","sequence":"first","affiliation":[]},{"given":"Jim","family":"Buckley","sequence":"additional","affiliation":[]},{"given":"Sarah","family":"Beecham","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2016,5,12]]},"reference":[{"issue":"1","key":"23_CR1","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."},{"key":"23_CR2","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":"23_CR3","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":"8","key":"23_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":"23_CR5","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":"23_CR6","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)"},{"key":"23_CR7","doi-asserted-by":"crossref","unstructured":"Na, C., et al.: 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":"5","key":"23_CR8","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."},{"key":"23_CR9","unstructured":"Wu, D., et al.: 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":"23_CR10","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"},{"issue":"1","key":"23_CR11","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."},{"issue":"3","key":"23_CR12","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., et al.: 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":"23_CR13","series-title":"Lecture Notes in Computer Science","doi-asserted-by":"publisher","first-page":"528","DOI":"10.1007\/978-3-319-26844-6_39","volume-title":"Product-Focused Software Process Improvement","author":"S Gizaw","year":"2015","unstructured":"Gizaw, S., Buckley, J., Beecham, S.: Characterising users through an analysis of on-line technical support forums. In: Abrahamsson, P., et al. (eds.) PROFES 2015. LNCS, vol. 9459, pp. 528\u2013545. Springer, Heidelberg (2015). doi:\n                    10.1007\/978-3-319-26844-6_39"},{"key":"23_CR14","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":"23_CR15","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":"23_CR16","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":"23_CR17","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."}],"container-title":["Communications in Computer and Information Science","Software Process Improvement and Capability Determination"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-319-38980-6_23","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2019,5,20]],"date-time":"2019-05-20T23:02:32Z","timestamp":1558393352000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-319-38980-6_23"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2016]]},"ISBN":["9783319389790","9783319389806"],"references-count":17,"URL":"https:\/\/doi.org\/10.1007\/978-3-319-38980-6_23","relation":{},"ISSN":["1865-0929","1865-0937"],"issn-type":[{"type":"print","value":"1865-0929"},{"type":"electronic","value":"1865-0937"}],"subject":[],"published":{"date-parts":[[2016]]},"assertion":[{"value":"12 May 2016","order":1,"name":"first_online","label":"First Online","group":{"name":"ChapterHistory","label":"Chapter History"}},{"value":"SPICE","order":1,"name":"conference_acronym","label":"Conference Acronym","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"International Conference on Software Process Improvement and Capability Determination","order":2,"name":"conference_name","label":"Conference Name","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Dublin","order":3,"name":"conference_city","label":"Conference City","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Ireland","order":4,"name":"conference_country","label":"Conference Country","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"2016","order":5,"name":"conference_year","label":"Conference Year","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"9 June 2016","order":7,"name":"conference_start_date","label":"Conference Start Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"10 June 2016","order":8,"name":"conference_end_date","label":"Conference End Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"16","order":9,"name":"conference_number","label":"Conference Number","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"spice2016","order":10,"name":"conference_id","label":"Conference ID","group":{"name":"ConferenceInfo","label":"Conference Information"}}]}}