{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,10,12]],"date-time":"2025-10-12T20:16:19Z","timestamp":1760300179635,"version":"3.41.2"},"reference-count":38,"publisher":"Emerald","issue":"6","license":[{"start":{"date-parts":[[2019,12,2]],"date-time":"2019-12-02T00:00:00Z","timestamp":1575244800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["ITP"],"published-print":{"date-parts":[[2019,12,2]]},"abstract":"<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title>\n<jats:p>The purpose of this paper is to present a formal verification method to prove the correctness of social customer relationship management (CRM)-based service composition approach. The correctness of the proposed approach is analyzed to evaluate the customer behavioral interactions for discovering, selecting and composing social CRM-based services. In addition, a Kripke structure-based verification method is presented for verifying the behavioral models of the proposed approach.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title>\n<jats:p>Evaluating the customer behavioral interactions using the social CRM-based service composition approach is an important issue. In addition, formal verification has an important role in assessing the social CRM-based service composition. However, model checking can be efficient as a verification method to evaluate the functional properties of the social CRM-based service composition approach.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Findings<\/jats:title>\n<jats:p>The results of model checking satisfied the logical problems in the proposed behavior model analysis. In the statistical testing, the proposed URM mechanism supported the four knowledge creation process conditions. It was also shown that the percentage of state reachability in the URM with KCP conditions is higher than the URM mechanism without supporting KCP conditions.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title>\n<jats:p>The comparison of time and memory consumption of the model checking method shows that the social CRM-based service composition approach covers knowledge process features, which makes it an efficient method.<\/jats:p>\n<\/jats:sec>","DOI":"10.1108\/itp-02-2018-0109","type":"journal-article","created":{"date-parts":[[2019,2,20]],"date-time":"2019-02-20T11:11:29Z","timestamp":1550661089000},"page":"1591-1607","source":"Crossref","is-referenced-by-count":25,"title":["Formal modeling and verification of a service composition approach in the social customer relationship management system"],"prefix":"10.1108","volume":"32","author":[{"ORCID":"https:\/\/orcid.org\/0000-0001-8314-9051","authenticated-orcid":false,"given":"Alireza","family":"Souri","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Amir Masoud","family":"Rahmani","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-5514-5536","authenticated-orcid":false,"given":"Nima Jafari","family":"Navimipour","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Reza","family":"Rezaei","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","reference":[{"key":"key2019111914263677000_ref001","doi-asserted-by":"crossref","first-page":"41","DOI":"10.1016\/j.socnet.2017.11.004","article-title":"A new scalable leader-community detection approach for community detection in social networks","volume":"54","year":"2018","journal-title":"Social Networks"},{"issue":"10","key":"key2019111914263677000_ref002","doi-asserted-by":"crossref","first-page":"1505","DOI":"10.1108\/K-07-2015-0171","article-title":"Trust evaluation between users of social networks using the quality of service requirements and call log histories","volume":"45","year":"2016","journal-title":"Kybernetes"},{"key":"key2019111914263677000_ref004","doi-asserted-by":"crossref","first-page":"179","DOI":"10.1016\/j.jclepro.2015.03.059","article-title":"Fostering sustainability by linking co-creation and relationship management concepts","volume":"140","year":"2017","journal-title":"Journal of Cleaner Production"},{"issue":"2","key":"key2019111914263677000_ref005","doi-asserted-by":"crossref","first-page":"1","DOI":"10.4018\/IJWSR.2018040101","article-title":"A hybrid meta-heuristic approach for QoS-aware cloud service composition","volume":"15","year":"2018","journal-title":"International Journal of Web Services Research"},{"issue":"1","key":"key2019111914263677000_ref006","doi-asserted-by":"crossref","first-page":"165","DOI":"10.1016\/j.tele.2015.06.013","article-title":"A two-step model for self-organized social network pre-construction","volume":"33","year":"2016","journal-title":"Telematics and Informatics"},{"key":"key2019111914263677000_ref008","doi-asserted-by":"crossref","first-page":"391","DOI":"10.1016\/j.jbusres.2018.02.004","article-title":"Implementation effects in the relationship between CRM and its performance","volume":"89","year":"2018","journal-title":"Journal of Business Research"},{"issue":"3","key":"key2019111914263677000_ref007","doi-asserted-by":"publisher","first-page":"293","DOI":"10.1177\/0170840615613374","article-title":"Dominant Cognitive frames and the innovative power of social networks","volume":"37","year":"2016","journal-title":"Organization Studies"},{"issue":"2","key":"key2019111914263677000_ref009","doi-asserted-by":"crossref","first-page":"1072","DOI":"10.1108\/IJCHM-08-2016-0415","article-title":"Examining social customer relationship management among Irish hotels","volume":"30","year":"2018","journal-title":"International Journal of Contemporary Hospitality Management"},{"issue":"1","key":"key2019111914263677000_ref010","doi-asserted-by":"publisher","first-page":"84","DOI":"10.1108\/ITP-06-2016-0135","article-title":"Investigating the online social network development through the five Cs model of similarity: the Facebook case","volume":"31","year":"2018","journal-title":"Information Technology & People"},{"key":"key2019111914263677000_ref011","doi-asserted-by":"crossref","first-page":"421","DOI":"10.1016\/j.indmarman.2007.02.005","article-title":"Understanding success and failure in customer relationship management","volume":"37","year":"2008","journal-title":"Industrial Marketing Management"},{"key":"key2019111914263677000_ref012","doi-asserted-by":"crossref","first-page":"311","DOI":"10.1016\/j.future.2017.04.009","article-title":"QoS-aware automatic syntactic service composition problem: complexity and resolution","volume":"80","year":"2018","journal-title":"Future Generation Computer Systems"},{"key":"key2019111914263677000_ref013","doi-asserted-by":"crossref","first-page":"61","DOI":"10.4018\/978-1-5225-5619-0.ch004","volume-title":"Diverse Methods in Customer Relationship Marketing and Management","year":"2018"},{"key":"key2019111914263677000_ref014","doi-asserted-by":"crossref","first-page":"363","DOI":"10.1016\/S2212-5671(16)30048-X","article-title":"Evaluating human factors in customer relationship management case study: private banks of Shiraz city","volume":"36","year":"2016","journal-title":"Procedia Economics and Finance"},{"key":"key2019111914263677000_ref015","doi-asserted-by":"publisher","DOI":"10.1007\/s11227-018-2656-3","article-title":"LP-WSC: a linear programming approach for web service composition in geographically distributed cloud environments","year":"2018","journal-title":"The Journal of Supercomputing"},{"key":"key2019111914263677000_ref016","doi-asserted-by":"publisher","DOI":"10.1007\/s00500-017-2783-4","article-title":"CSA-WSC: cuckoo search algorithm for web service composition in cloud environments","year":"2017","journal-title":"Soft Computing"},{"issue":"10","key":"key2019111914263677000_ref017","doi-asserted-by":"publisher","first-page":"1865","DOI":"10.1002\/spe.2598","article-title":"A moth-flame optimization algorithm for web service composition in cloud computing: simulation and verification","volume":"48","year":"2018","journal-title":"Software: Practice and Experience"},{"key":"key2019111914263677000_ref018","doi-asserted-by":"crossref","first-page":"1052","DOI":"10.1016\/j.chb.2015.10.036","article-title":"The impact of cost, technology acceptance and employees\u2019 satisfaction on the effectiveness of the electronic customer relationship management systems","volume":"55","year":"2016","journal-title":"Computers in Human Behavior"},{"key":"key2019111914263677000_ref019","doi-asserted-by":"crossref","first-page":"26","DOI":"10.1016\/j.socnet.2017.11.002","article-title":"Using modern methods for missing data analysis with the social relations model: a bridge to social network analysis","volume":"54","year":"2018","journal-title":"Social Networks"},{"issue":"2","key":"key2019111914263677000_ref020","doi-asserted-by":"crossref","first-page":"109","DOI":"10.1504\/IJEMR.2018.090888","article-title":"Impact of social media and customer-centric technology on performance outcomes: the mediating role of social CRM capabilities","volume":"9","year":"2018","journal-title":"International Journal of Electronic Marketing and Retailing"},{"key":"key2019111914263677000_ref021","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1016\/j.jss.2016.07.006","article-title":"An improved genetic algorithm for task scheduling in the cloud environments using the priority queues: formal verification, simulation, and statistical testing","volume":"124","year":"2017","journal-title":"Journal of Systems and Software"},{"issue":"1","key":"key2019111914263677000_ref022","doi-asserted-by":"crossref","first-page":"27","DOI":"10.1016\/j.im.2013.09.001","article-title":"Exploring the role of customer relationship management (CRM) systems in customer knowledge creation","volume":"51","year":"2014","journal-title":"Information & Management"},{"key":"key2019111914263677000_ref023","doi-asserted-by":"crossref","first-page":"88","DOI":"10.1016\/j.ssci.2016.01.007","article-title":"Categorization and standardization of accidental risk-criticality levels of human error to develop risk and safety management policy","volume":"85","year":"2016","journal-title":"Safety Science"},{"issue":"4","key":"key2019111914263677000_ref024","doi-asserted-by":"crossref","first-page":"270","DOI":"10.1016\/j.intmar.2013.09.008","article-title":"Managing customer relationships in the social media era: introducing the social CRM house","volume":"27","year":"2013","journal-title":"Journal of Interactive Marketing"},{"key":"key2019111914263677000_ref025","doi-asserted-by":"crossref","first-page":"1052","DOI":"10.1016\/j.chb.2015.10.036","article-title":"The impact of cost, technology acceptance and employees\u2019 satisfaction on the effectiveness of the electronic customer relationship management systems","volume":"55","year":"2016","journal-title":"Computers in Human Behavior"},{"key":"key2019111914263677000_ref026","doi-asserted-by":"crossref","first-page":"743","DOI":"10.1016\/j.chb.2016.04.042","article-title":"Brand interactions and social media: enhancing user loyalty through social networking sites","volume":"62","year":"2016","journal-title":"Computers in Human Behavior"},{"issue":"12","key":"key2019111914263677000_ref027","doi-asserted-by":"publisher","first-page":"1278","DOI":"10.1080\/0144929x.2013.824506","article-title":"Formal verification of collaboration patterns in healthcare","volume":"33","year":"2014","journal-title":"Behaviour & Information Technology"},{"year":"2016","key":"key2019111914263677000_ref028","article-title":"Investigating the nonlinear and conditional effects of trust on effective customer retention \u2013 the role of institutional contexts"},{"key":"key2019111914263677000_ref029","doi-asserted-by":"crossref","first-page":"288","DOI":"10.1016\/j.asoc.2018.05.039","article-title":"Manufacturing service composition model based on synergy effect: a social network analysis approach","volume":"70","year":"2018","journal-title":"Applied Soft Computing"},{"journal-title":"Applied Soft Computing","article-title":"Manufacturing service composition model based on synergy effect: a social network analysis approach","year":"2018","key":"key2019111914263677000_ref030"},{"issue":"1","key":"key2019111914263677000_ref031","article-title":"Formal specification and verification of a data replication approach in distributed systems","volume":"7","year":"2016","journal-title":"International Journal of Next-Generation Computing"},{"issue":"8","key":"key2019111914263677000_ref032","doi-asserted-by":"crossref","first-page":"3831","DOI":"10.1016\/j.eswa.2013.11.042","article-title":"Behavioral modeling and formal verification of a resource discovery approach in Grid computing","volume":"41","year":"2014","journal-title":"Expert Systems with Applications"},{"issue":"2","key":"key2019111914263677000_ref033","doi-asserted-by":"publisher","first-page":"219","DOI":"10.1007\/s12927-017-0011-5","article-title":"Software as a service based CRM providers in the cloud computing: challenges and technical issues","volume":"9","year":"2017","journal-title":"Journal of Service Science Research"},{"issue":"1","key":"key2019111914263677000_ref034","doi-asserted-by":"publisher","first-page":"8","DOI":"10.1186\/s13673-018-0147-4","article-title":"Personality classification based on profiles of social networks\u2019 users and the five-factor model of personality","volume":"8","year":"2018","journal-title":"Human-Centric Computing and Information Sciences"},{"key":"key2019111914263677000_ref035","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1016\/j.csi.2017.11.007","article-title":"Formal verification approaches and standards in the cloud computing: a comprehensive and systematic review","volume":"58","year":"2018","journal-title":"Computer Standards & Interfaces"},{"key":"key2019111914263677000_ref036","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1002\/dac.3808","article-title":"Formal verification approaches in the web service composition: a comprehensive analysis of the current challenges for future research","year":"2018","journal-title":"International Journal of Communication Systems"},{"journal-title":"Kybernetes","article-title":"A model checking approach for user relationship management in the social network","year":"2018","key":"key2019111914263677000_ref003"},{"issue":"3","key":"key2019111914263677000_ref037","first-page":"546","article-title":"A dynamic data replication with consistency approach in data grids: modeling and verification","volume":"4","year":"2016","journal-title":"Baltic Journal of Modern Computing"},{"issue":"3","key":"key2019111914263677000_ref038","doi-asserted-by":"crossref","first-page":"291","DOI":"10.1109\/TSE.2017.2681667","article-title":"Formulating criticality-based cost-effective fault tolerance strategies for multi-tenant service-based systems","volume":"44","year":"2018","journal-title":"IEEE Transactions on Software Engineering"}],"container-title":["Information Technology &amp; People"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/ITP-02-2018-0109\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/ITP-02-2018-0109\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T21:54:16Z","timestamp":1753394056000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/itp\/article\/32\/6\/1591-1607\/180235"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2019,12,2]]},"references-count":38,"journal-issue":{"issue":"6","published-print":{"date-parts":[[2019,12,2]]}},"alternative-id":["10.1108\/ITP-02-2018-0109"],"URL":"https:\/\/doi.org\/10.1108\/itp-02-2018-0109","relation":{},"ISSN":["0959-3845"],"issn-type":[{"type":"print","value":"0959-3845"}],"subject":[],"published":{"date-parts":[[2019,12,2]]}}}