{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,7,3]],"date-time":"2026-07-03T14:19:42Z","timestamp":1783088382132,"version":"3.54.6"},"reference-count":56,"publisher":"Elsevier BV","issue":"8","license":[{"start":{"date-parts":[[2026,12,1]],"date-time":"2026-12-01T00:00:00Z","timestamp":1796083200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.elsevier.com\/tdm\/userlicense\/1.0\/"},{"start":{"date-parts":[[2026,12,1]],"date-time":"2026-12-01T00:00:00Z","timestamp":1796083200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.elsevier.com\/legal\/tdmrep-license"},{"start":{"date-parts":[[2026,12,1]],"date-time":"2026-12-01T00:00:00Z","timestamp":1796083200000},"content-version":"stm-asf","delay-in-days":0,"URL":"https:\/\/doi.org\/10.15223\/policy-017"},{"start":{"date-parts":[[2026,12,1]],"date-time":"2026-12-01T00:00:00Z","timestamp":1796083200000},"content-version":"stm-asf","delay-in-days":0,"URL":"https:\/\/doi.org\/10.15223\/policy-037"},{"start":{"date-parts":[[2026,12,1]],"date-time":"2026-12-01T00:00:00Z","timestamp":1796083200000},"content-version":"stm-asf","delay-in-days":0,"URL":"https:\/\/doi.org\/10.15223\/policy-012"},{"start":{"date-parts":[[2026,12,1]],"date-time":"2026-12-01T00:00:00Z","timestamp":1796083200000},"content-version":"stm-asf","delay-in-days":0,"URL":"https:\/\/doi.org\/10.15223\/policy-029"},{"start":{"date-parts":[[2026,12,1]],"date-time":"2026-12-01T00:00:00Z","timestamp":1796083200000},"content-version":"stm-asf","delay-in-days":0,"URL":"https:\/\/doi.org\/10.15223\/policy-004"}],"funder":[{"DOI":"10.13039\/501100002858","name":"China Postdoctoral Science Foundation","doi-asserted-by":"publisher","award":["GZC20242152"],"award-info":[{"award-number":["GZC20242152"]}],"id":[{"id":"10.13039\/501100002858","id-type":"DOI","asserted-by":"publisher"}]},{"DOI":"10.13039\/501100002858","name":"China Postdoctoral Science Foundation","doi-asserted-by":"publisher","award":["2024M764106"],"award-info":[{"award-number":["2024M764106"]}],"id":[{"id":"10.13039\/501100002858","id-type":"DOI","asserted-by":"publisher"}]},{"DOI":"10.13039\/501100001809","name":"National Natural Science Foundation of China","doi-asserted-by":"publisher","award":["72572161"],"award-info":[{"award-number":["72572161"]}],"id":[{"id":"10.13039\/501100001809","id-type":"DOI","asserted-by":"publisher"}]},{"DOI":"10.13039\/501100001809","name":"National Natural Science Foundation of China","doi-asserted-by":"publisher","award":["72401015"],"award-info":[{"award-number":["72401015"]}],"id":[{"id":"10.13039\/501100001809","id-type":"DOI","asserted-by":"publisher"}]}],"content-domain":{"domain":["elsevier.com","sciencedirect.com"],"crossmark-restriction":true},"short-container-title":["Information Processing &amp; Management"],"published-print":{"date-parts":[[2026,12]]},"DOI":"10.1016\/j.ipm.2026.104949","type":"journal-article","created":{"date-parts":[[2026,6,8]],"date-time":"2026-06-08T13:39:44Z","timestamp":1780925984000},"page":"104949","update-policy":"https:\/\/doi.org\/10.1016\/elsevier_cm_policy","source":"Crossref","is-referenced-by-count":0,"title":["DCEA: A dynamic cognition-emotion aggregation model for interpretable satisfaction prediction with AI conversational services"],"prefix":"10.1016","volume":"63","author":[{"given":"Huiyu","family":"Xiao","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Tianyu","family":"Zhu","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0009-0003-3266-6499","authenticated-orcid":false,"given":"Lingli","family":"Wang","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Wei","family":"Xu","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"78","reference":[{"key":"10.1016\/j.ipm.2026.104949_b1","series-title":"Findings of the association for computational linguistics ACL 2024","first-page":"14623","article-title":"CAUSE: Counterfactual assessment of user satisfaction estimation in task-oriented dialogue systems","author":"Abolghasemi","year":"2024"},{"issue":"2","key":"10.1016\/j.ipm.2026.104949_b2","doi-asserted-by":"crossref","first-page":"5","DOI":"10.1109\/MIS.2024.3374582","article-title":"Can generative AI models extract deeper sentiments as compared to traditional deep learning algorithms?","volume":"39","author":"Anas","year":"2024","journal-title":"IEEE Intelligent Systems"},{"key":"10.1016\/j.ipm.2026.104949_b3","doi-asserted-by":"crossref","unstructured":"Biyani, P., Bajpai, Y., Radhakrishna, A., Soares, G., & Gulwani, S. (2024). Rubicon: Rubric-based evaluation of domain-specific human ai conversations. In Proceedings of the 1st ACM international conference on AI-powered software (pp. 161\u2013169). http:\/\/dx.doi.org\/10.1145\/3664646.3664778.","DOI":"10.1145\/3664646.3664778"},{"key":"10.1016\/j.ipm.2026.104949_b4","series-title":"Findings of the association for computational linguistics: EMNLP","first-page":"3897","article-title":"Joint turn and dialogue level user satisfaction estimation on multi-domain conversations","author":"Bodigutla","year":"2020"},{"key":"10.1016\/j.ipm.2026.104949_b5","unstructured":"Cerisara, C., Jafaritazehjani, S., Oluokun, A., & Le, H. T. (2018). Multi-task dialog act and sentiment recognition on Mastodon. In Proceedings of the 27th international conference on computational linguistics (pp. 745\u2013754). http:\/\/dx.doi.org\/10.48550\/arXiv.1807.05013."},{"key":"10.1016\/j.ipm.2026.104949_b6","doi-asserted-by":"crossref","DOI":"10.1016\/j.ijinfomgt.2025.102941","article-title":"Do cute language style chatbots make consumers more unethical?","volume":"85","author":"Chen","year":"2025","journal-title":"International Journal of Information Management"},{"key":"10.1016\/j.ipm.2026.104949_b7","doi-asserted-by":"crossref","DOI":"10.1016\/j.patcog.2023.109386","article-title":"RACL: A robust adaptive contrastive learning method for conversational satisfaction prediction","volume":"138","author":"Chen","year":"2023","journal-title":"Pattern Recognition"},{"key":"10.1016\/j.ipm.2026.104949_b8","series-title":"Proceedings of the 12th language resources and evaluation conference","first-page":"459","article-title":"The JDDC corpus: A large-scale multi-turn Chinese dialogue dataset for E-commerce customer service","author":"Chen","year":"2020"},{"issue":"2","key":"10.1016\/j.ipm.2026.104949_b9","doi-asserted-by":"crossref","DOI":"10.1016\/j.ipm.2025.104367","article-title":"A cognitive-affective chain-driven framework for emotion understanding","volume":"63","author":"Chen","year":"2026","journal-title":"Information Processing & Management"},{"issue":"6","key":"10.1016\/j.ipm.2026.104949_b10","doi-asserted-by":"crossref","first-page":"2205","DOI":"10.1108\/INTR-09-2021-0686","article-title":"Can AI chatbots help retain customers? Impact of AI service quality on customer loyalty","volume":"33","author":"Chen","year":"2023","journal-title":"Internet Research"},{"issue":"2","key":"10.1016\/j.ipm.2026.104949_b11","doi-asserted-by":"crossref","first-page":"252","DOI":"10.1016\/j.im.2015.10.003","article-title":"A cognitive-affective model of perceived user satisfaction (CAMPUS): The complementary effects and interdependence of usability and aesthetics in IS design","volume":"53","author":"Coursaris","year":"2016","journal-title":"Information & Management"},{"key":"10.1016\/j.ipm.2026.104949_b12","series-title":"Proceedings of the fourteenth conference on computational natural language learning","first-page":"153","article-title":"A hybrid approach to emotional sentence polarity and intensity classification","author":"de Albornoz","year":"2010"},{"key":"10.1016\/j.ipm.2026.104949_b13","doi-asserted-by":"crossref","unstructured":"Deng, Y., Zhang, W., Lam, W., Cheng, H., & Meng, H. (2022). User satisfaction estimation with sequential dialogue act modeling in goal-oriented conversational systems. In Proceedings of the ACM web conference 2022 (pp. 2998\u20133008). http:\/\/dx.doi.org\/10.1145\/3485447.3512020.","DOI":"10.1145\/3485447.3512020"},{"issue":"120","key":"10.1016\/j.ipm.2026.104949_b14","first-page":"1","article-title":"Switch transformers: Scaling to trillion parameter models with simple and efficient sparsity","volume":"23","author":"Fedus","year":"2022","journal-title":"Journal of Machine Learning Research"},{"key":"10.1016\/j.ipm.2026.104949_b15","doi-asserted-by":"crossref","unstructured":"Ferreira, R., Semedo, D., & Magalh\u00e3es, J. (2023). Rating Prediction in Conversational Task Assistants with Behavioral and Conversational-Flow Features. In Proceedings of the 46th international ACM SIGIR conference on research and development in information retrieval (pp. 2314\u20132318). http:\/\/dx.doi.org\/10.1145\/3539618.3592048.","DOI":"10.1145\/3539618.3592048"},{"key":"10.1016\/j.ipm.2026.104949_b16","first-page":"1","article-title":"Overcoming breakdowns in customer\u2013chatbot interaction: Design and impact of collaborative repair strategies","author":"Gnewuch","year":"2025","journal-title":"MIS Quarterly"},{"key":"10.1016\/j.ipm.2026.104949_b17","doi-asserted-by":"crossref","DOI":"10.1016\/j.dss.2023.114051","article-title":"Measuring service quality based on customer emotion: An explainable AI approach","volume":"176","author":"Guo","year":"2024","journal-title":"Decision Support Systems"},{"key":"10.1016\/j.ipm.2026.104949_b18","first-page":"1","article-title":"Does bot gender matter? Theory and evidence from a tense service context","author":"Guo","year":"2025","journal-title":"MIS Quarterly","ISSN":"https:\/\/id.crossref.org\/issn\/0276-7783","issn-type":"print"},{"key":"10.1016\/j.ipm.2026.104949_b19","doi-asserted-by":"crossref","unstructured":"Guo, L., Lu, R., Zhang, H., Jin, J., Zheng, Z., Wu, F., Li, J., Xu, H., Li, H., Lu, W., et al. (2020). A deep prediction network for understanding advertiser intent and satisfaction. In Proceedings of the 29th ACM international conference on information & knowledge management (pp. 2501\u20132508). http:\/\/dx.doi.org\/10.1145\/3340531.3412681.","DOI":"10.1145\/3340531.3412681"},{"key":"10.1016\/j.ipm.2026.104949_b20","doi-asserted-by":"crossref","unstructured":"Hollenstein, N., de la Torre, A., Langer, N., & Zhang, C. (2019). CogniVal: A framework for cognitive word embedding evaluation. In Proceedings of the 23rd conference on computational natural language learning (CoNLL) (pp. 538\u2013549). http:\/\/dx.doi.org\/10.18653\/v1\/K19-1050.","DOI":"10.18653\/v1\/K19-1050"},{"issue":"3","key":"10.1016\/j.ipm.2026.104949_b21","doi-asserted-by":"crossref","first-page":"21","DOI":"10.1509\/jmkg.70.3.021","article-title":"The role of cognition and affect in the formation of customer satisfaction: A dynamic perspective","volume":"70","author":"Homburg","year":"2006","journal-title":"Journal of Marketing"},{"key":"10.1016\/j.ipm.2026.104949_b22","doi-asserted-by":"crossref","unstructured":"Hu, Z., Feng, Y., Luu, A. T., Hooi, B., & Lipani, A. (2023). Unlocking the potential of user feedback: Leveraging large language model as user simulators to enhance dialogue system. In Proceedings of the 32nd ACM international conference on information and knowledge management (pp. 3953\u20133957). http:\/\/dx.doi.org\/10.1145\/3583780.3615220.","DOI":"10.1145\/3583780.3615220"},{"issue":"12","key":"10.1016\/j.ipm.2026.104949_b23","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1145\/3571730","article-title":"Survey of hallucination in natural language generation","volume":"55","author":"Ji","year":"2023","journal-title":"ACM Computing Surveys"},{"key":"10.1016\/j.ipm.2026.104949_b24","doi-asserted-by":"crossref","unstructured":"Jiao, W., Yang, H., King, I., & Lyu, M. R. (2019). HiGRU: Hierarchical Gated Recurrent Units for Utterance-Level Emotion Recognition. In Proceedings of the 2019 conference of the North American chapter of the association for computational linguistics: human language technologies, volume 1 (long and short papers) (pp. 397\u2013406). http:\/\/dx.doi.org\/10.18653\/v1\/N19-1037.","DOI":"10.18653\/v1\/N19-1037"},{"key":"10.1016\/j.ipm.2026.104949_b25","doi-asserted-by":"crossref","unstructured":"Kendall, A., Gal, Y., & Cipolla, R. (2018). Multi-task learning using uncertainty to weigh losses for scene geometry and semantics. In Proceedings of the IEEE conference on computer vision and pattern recognition (pp. 7482\u20137491). http:\/\/dx.doi.org\/10.1109\/cvpr.2018.00781.","DOI":"10.1109\/CVPR.2018.00781"},{"key":"10.1016\/j.ipm.2026.104949_b26","series-title":"Interspeech","first-page":"1833","article-title":"Speech sentiment and customer satisfaction estimation in socialbot conversations","author":"Kim","year":"2020"},{"key":"10.1016\/j.ipm.2026.104949_b27","doi-asserted-by":"crossref","unstructured":"Kim, S., Park, S., Jung, J., Kim, J., & Cho, S. (2025). LLM-guided Plan and Retrieval: A Strategic Alignment for Interpretable User Satisfaction Estimation in Dialogue. In Proceedings of the 2025 conference of the nations of the americas chapter of the association for computational linguistics: human language technologies (volume 1: long papers) (pp. 10416\u201310430). http:\/\/dx.doi.org\/10.18653\/v1\/2025.naacl-long.523.","DOI":"10.18653\/v1\/2025.naacl-long.523"},{"key":"10.1016\/j.ipm.2026.104949_b28","doi-asserted-by":"crossref","DOI":"10.1016\/j.ijinfomgt.2025.102938","article-title":"From self-service to AI-assisted service: A mixed-method study of IT support service provision using search tools and chatbots","volume":"84","author":"Kim","year":"2025","journal-title":"International Journal of Information Management"},{"key":"10.1016\/j.ipm.2026.104949_b29","series-title":"Large language models for text classification: Case study and comprehensive review","author":"Kostina","year":"2025"},{"issue":"6","key":"10.1016\/j.ipm.2026.104949_b30","doi-asserted-by":"crossref","first-page":"69","DOI":"10.1509\/jm.15.0420","article-title":"Understanding customer experience throughout the customer journey","volume":"80","author":"Lemon","year":"2016","journal-title":"Journal of Marketing"},{"key":"10.1016\/j.ipm.2026.104949_b31","doi-asserted-by":"crossref","unstructured":"Lin, Y.-C., Neville, J., Stokes, J., Yang, L., Safavi, T., Wan, M., Counts, S., Suri, S., Andersen, R., Xu, X., et al. (2024). Interpretable User Satisfaction Estimation for Conversational Systems with Large Language Models. In Proceedings of the 62nd annual meeting of the association for computational linguistics (volume 1: long papers) (pp. 11100\u201311115). http:\/\/dx.doi.org\/10.18653\/v1\/2024.acl-long.598.","DOI":"10.18653\/v1\/2024.acl-long.598"},{"issue":"4","key":"10.1016\/j.ipm.2026.104949_b32","doi-asserted-by":"crossref","first-page":"1016","DOI":"10.1080\/07421222.2024.2415773","article-title":"How chatbots augment human intelligence in customer services: A mixed-methods study","volume":"41","author":"Lin","year":"2024","journal-title":"Journal of Management Information Systems"},{"key":"10.1016\/j.ipm.2026.104949_b33","unstructured":"Liu, S., Davison, A. J., & Johns, E. (2019). Self-supervised generalisation with meta auxiliary learning. In Proceedings of the 33rd international conference on neural information processing systems (pp. 1679\u20131689). http:\/\/dx.doi.org\/10.48550\/arXiv.1901.08933."},{"issue":"5","key":"10.1016\/j.ipm.2026.104949_b34","doi-asserted-by":"crossref","DOI":"10.1016\/j.im.2023.103794","article-title":"Emotion-regulatory chatbots for enhancing consumer servicing: An interpersonal emotion management approach","volume":"60","author":"Luo","year":"2023","journal-title":"Information & Management"},{"key":"10.1016\/j.ipm.2026.104949_b35","doi-asserted-by":"crossref","DOI":"10.1109\/TASLPRO.2025.3606231","article-title":"An empirical study of catastrophic forgetting in large language models during continual fine-tuning","author":"Luo","year":"2025","journal-title":"IEEE Transactions on Audio, Speech and Language Processing"},{"key":"10.1016\/j.ipm.2026.104949_b36","series-title":"2025 6th international conference on recent advances in information technology","first-page":"1","article-title":"Beyond the like button: Deriving user feedback with rubrics and metrics in virtual assistants","author":"Mahato","year":"2025"},{"key":"10.1016\/j.ipm.2026.104949_b37","series-title":"Proceedings of the 21st international conference on natural language processing","first-page":"230","article-title":"Exploring user dissatisfaction: Taxonomy of implicit negative feedback in virtual assistants","author":"Mahato","year":"2024"},{"issue":"1","key":"10.1016\/j.ipm.2026.104949_b38","doi-asserted-by":"crossref","DOI":"10.1016\/j.ipm.2025.104350","article-title":"Is generative AI reshaping academic practices worldwide? A survey of adoption, benefits, and concerns","volume":"63","author":"Mohammadi","year":"2026","journal-title":"Information Processing & Management"},{"issue":"3","key":"10.1016\/j.ipm.2026.104949_b39","doi-asserted-by":"crossref","first-page":"418","DOI":"10.1086\/209358","article-title":"Cognitive, affective, and attribute bases of the satisfaction response","volume":"20","author":"Oliver","year":"1993","journal-title":"Journal of Consumer Research"},{"key":"10.1016\/j.ipm.2026.104949_b40","series-title":"Proceedings of the AAAI conference on artificial intelligence","first-page":"13709","article-title":"Co-GAT: A co-interactive graph attention network for joint dialog act recognition and sentiment classification","author":"Qin","year":"2021"},{"issue":"140","key":"10.1016\/j.ipm.2026.104949_b41","first-page":"1","article-title":"Exploring the limits of transfer learning with a unified text-to-text transformer","volume":"21","author":"Raffel","year":"2020","journal-title":"Journal of Machine Learning Research"},{"key":"10.1016\/j.ipm.2026.104949_b42","series-title":"Proceedings of the AAAI conference on artificial intelligence","first-page":"8689","article-title":"Towards scalable multi-domain conversational agents: The schema-guided dialogue dataset","author":"Rastogi","year":"2020"},{"issue":"3","key":"10.1016\/j.ipm.2026.104949_b43","doi-asserted-by":"crossref","first-page":"875","DOI":"10.1080\/07421222.2020.1790204","article-title":"The impact of chatbot conversational skill on engagement and perceived humanness","volume":"37","author":"Schuetzler","year":"2020","journal-title":"Journal of Management Information Systems"},{"issue":"6","key":"10.1016\/j.ipm.2026.104949_b44","doi-asserted-by":"crossref","DOI":"10.1080\/17517575.2021.1992675","article-title":"Cognition and emotion in the information systems field: a review of twenty-four years of literature","volume":"16","author":"Shiau","year":"2022","journal-title":"Enterprise Information Systems"},{"key":"10.1016\/j.ipm.2026.104949_b45","doi-asserted-by":"crossref","unstructured":"Song, K., Bing, L., Gao, W., Lin, J., Zhao, L., Wang, J., Sun, C., Liu, X., & Zhang, Q. (2019). Using customer service dialogues for satisfaction analysis with context-assisted multiple instance learning. In Proceedings of the 2019 conference on empirical methods in natural language processing and the 9th international joint conference on natural language processing (EMNLP-IJCNLP) (pp. 198\u2013207). http:\/\/dx.doi.org\/10.18653\/v1\/D19-1019.","DOI":"10.18653\/v1\/D19-1019"},{"key":"10.1016\/j.ipm.2026.104949_b46","series-title":"Proceedings of the AAAI conference on artificial intelligence","first-page":"13582","article-title":"A speaker turn-aware multi-task adversarial network for joint user satisfaction estimation and sentiment analysis","author":"Song","year":"2023"},{"key":"10.1016\/j.ipm.2026.104949_b47","series-title":"Findings of the association for computational linguistics: EMNLP 2023","first-page":"8990","article-title":"Text classification via large language models","author":"Sun","year":"2023"},{"key":"10.1016\/j.ipm.2026.104949_b48","series-title":"Proceedings of the 29th international conference on computational linguistics","first-page":"616","article-title":"Tracking satisfaction states for customer satisfaction prediction in e-commerce service chatbots","author":"Sun","year":"2022"},{"key":"10.1016\/j.ipm.2026.104949_b49","doi-asserted-by":"crossref","unstructured":"Sun, W., Zhang, S., Balog, K., Ren, Z., Ren, P., Chen, Z., & de Rijke, M. (2021). Simulating user satisfaction for the evaluation of task-oriented dialogue systems. In Proceedings of the 44th international ACM SIGIR conference on research and development in information retrieval (pp. 2499\u20132506). http:\/\/dx.doi.org\/10.1145\/3404835.3463241.","DOI":"10.1145\/3404835.3463241"},{"key":"10.1016\/j.ipm.2026.104949_b50","doi-asserted-by":"crossref","unstructured":"Ultes, S. (2019). Improving Interaction Quality Estimation with BiLSTMs and the Impact on Dialogue Policy Learning. In Proceedings of the 20th annual sIGdial meeting on discourse and dialogue (pp. 11\u201320). http:\/\/dx.doi.org\/10.18653\/v1\/W19-5902.","DOI":"10.18653\/v1\/W19-5902"},{"issue":"4","key":"10.1016\/j.ipm.2026.104949_b51","doi-asserted-by":"crossref","first-page":"1002","DOI":"10.1111\/poms.13953","article-title":"Voice-based AI in call center customer service: A natural field experiment","volume":"32","author":"Wang","year":"2023","journal-title":"Production and Operations Management"},{"key":"10.1016\/j.ipm.2026.104949_b52","series-title":"Proceedings of the 36th international conference on neural information processing systems","first-page":"24824","article-title":"Chain-of-thought prompting elicits reasoning in large language models","author":"Wei","year":"2022"},{"key":"10.1016\/j.ipm.2026.104949_b53","article-title":"Identity disclosure and anthropomorphism in voice chatbot design: A field experiment","author":"Xu","year":"2024","journal-title":"Management Science"},{"key":"10.1016\/j.ipm.2026.104949_b54","doi-asserted-by":"crossref","unstructured":"Ye, F., Hu, Z., & Yilmaz, E. (2023). Modeling User Satisfaction Dynamics in Dialogue via Hawkes Process. In Proceedings of the 61st annual meeting of the association for computational linguistics (volume 1: long papers) (pp. 8875\u20138889). http:\/\/dx.doi.org\/10.1145\/3583780.3615220.","DOI":"10.18653\/v1\/2023.acl-long.494"},{"key":"10.1016\/j.ipm.2026.104949_b55","doi-asserted-by":"crossref","DOI":"10.1016\/j.dss.2024.114314","article-title":"Emotional expressions of care and concern by customer service chatbots: Improved customer attitudes despite perceived inauthenticity","volume":"186","author":"Zhang","year":"2024","journal-title":"Decision Support Systems"},{"key":"10.1016\/j.ipm.2026.104949_b56","article-title":"Engaging customers with AI in online chats: evidence from a randomized field experiment","author":"Zhang","year":"2025","journal-title":"Management Science"}],"container-title":["Information Processing &amp; Management"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/api.elsevier.com\/content\/article\/PII:S0306457326003407?httpAccept=text\/xml","content-type":"text\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/api.elsevier.com\/content\/article\/PII:S0306457326003407?httpAccept=text\/plain","content-type":"text\/plain","content-version":"vor","intended-application":"text-mining"}],"deposited":{"date-parts":[[2026,7,3]],"date-time":"2026-07-03T13:24:46Z","timestamp":1783085086000},"score":1,"resource":{"primary":{"URL":"https:\/\/linkinghub.elsevier.com\/retrieve\/pii\/S0306457326003407"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2026,12]]},"references-count":56,"journal-issue":{"issue":"8","published-print":{"date-parts":[[2026,12]]}},"alternative-id":["S0306457326003407"],"URL":"https:\/\/doi.org\/10.1016\/j.ipm.2026.104949","relation":{},"ISSN":["0306-4573"],"issn-type":[{"value":"0306-4573","type":"print"}],"subject":[],"published":{"date-parts":[[2026,12]]},"assertion":[{"value":"Elsevier","name":"publisher","label":"This article is maintained by"},{"value":"DCEA: A dynamic cognition-emotion aggregation model for interpretable satisfaction prediction with AI conversational services","name":"articletitle","label":"Article Title"},{"value":"Information Processing & Management","name":"journaltitle","label":"Journal Title"},{"value":"https:\/\/doi.org\/10.1016\/j.ipm.2026.104949","name":"articlelink","label":"CrossRef DOI link to publisher maintained version"},{"value":"article","name":"content_type","label":"Content Type"},{"value":"\u00a9 2026 Elsevier Ltd. All rights are reserved, including those for text and data mining, AI training, and similar technologies.","name":"copyright","label":"Copyright"}],"article-number":"104949"}}