{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,27]],"date-time":"2026-04-27T10:46:34Z","timestamp":1777286794378,"version":"3.51.4"},"reference-count":70,"publisher":"Institute of Electrical and Electronics Engineers (IEEE)","issue":"3","license":[{"start":{"date-parts":[[2018,6,1]],"date-time":"2018-06-01T00:00:00Z","timestamp":1527811200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/ieeexplore.ieee.org\/Xplorehelp\/downloads\/license-information\/IEEE.html"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IEEE Trans. Human-Mach. Syst."],"published-print":{"date-parts":[[2018,6]]},"DOI":"10.1109\/thms.2017.2695613","type":"journal-article","created":{"date-parts":[[2017,5,2]],"date-time":"2017-05-02T18:23:10Z","timestamp":1493749390000},"page":"266-278","source":"Crossref","is-referenced-by-count":40,"title":["Video Analytics for Customer Emotion and Satisfaction at Contact Centers"],"prefix":"10.1109","volume":"48","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-8071-9044","authenticated-orcid":false,"given":"Kah Phooi","family":"Seng","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Li-Minn","family":"Ang","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"263","reference":[{"key":"ref70","first-page":"1","article-title":"Noise analysis in audio-visual emotion recognition","author":"banda","year":"0","journal-title":"Proc Int Conf Multimodal Interact"},{"key":"ref39","first-page":"1","article-title":"Separation of voiced and unvoiced using zero crossing rate & energy of the speech signal","author":"bachu","year":"0","journal-title":"Proc Amer Soc Eng Education Zone Conf"},{"key":"ref38","doi-asserted-by":"publisher","DOI":"10.1109\/ICICS.2003.1292741"},{"key":"ref33","doi-asserted-by":"crossref","first-page":"4404","DOI":"10.1128\/AEM.65.10.4404-4410.1999","article-title":"Identification of phytoplankton from flow cytometry data by using radial basis function neural networks","volume":"65","author":"wilkins","year":"1999","journal-title":"Appl Environ Microbiol"},{"key":"ref32","first-page":"9","article-title":"A comparison of some neural and non-neural methods for identification of phytoplankton from flow cytometry data","volume":"12","author":"wilkins","year":"1996","journal-title":"Comput Appl Biosci"},{"key":"ref31","doi-asserted-by":"publisher","DOI":"10.1109\/89.326616"},{"key":"ref30","doi-asserted-by":"publisher","DOI":"10.1109\/ICSPCS.2010.5709752"},{"key":"ref37","first-page":"59","article-title":"A processing method for pitch smoothing based on autocorrelation and cepstral f0 detection approaches","author":"xufang","year":"0","journal-title":"Proc Int Symp Signals Syst Electron"},{"key":"ref36","doi-asserted-by":"publisher","DOI":"10.1109\/INISTA.2014.6873606"},{"key":"ref35","doi-asserted-by":"publisher","DOI":"10.1109\/iCECE.2010.153"},{"key":"ref34","doi-asserted-by":"publisher","DOI":"10.1016\/j.eswa.2014.03.026"},{"key":"ref60","doi-asserted-by":"publisher","DOI":"10.1109\/TASL.2008.2009578"},{"key":"ref62","first-page":"1","article-title":"Managing the total customer experience","volume":"43","author":"berry","year":"2002","journal-title":"MIT Sloan Manage Rev"},{"key":"ref61","doi-asserted-by":"publisher","DOI":"10.1016\/j.psychres.2004.05.020"},{"key":"ref63","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretai.2008.11.001"},{"key":"ref28","doi-asserted-by":"publisher","DOI":"10.1109\/TMM.2012.2189550"},{"key":"ref64","doi-asserted-by":"publisher","DOI":"10.1016\/j.jom.2003.12.004"},{"key":"ref27","doi-asserted-by":"publisher","DOI":"10.1109\/TMM.2008.927665"},{"key":"ref65","doi-asserted-by":"publisher","DOI":"10.1016\/j.indmarman.2006.08.005"},{"key":"ref66","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijinfomgt.2014.10.007"},{"key":"ref29","doi-asserted-by":"publisher","DOI":"10.3850\/978-981-07-3161-8_ACIT-255"},{"key":"ref67","doi-asserted-by":"publisher","DOI":"10.1109\/ASRU.2001.1034632"},{"key":"ref68","first-page":"1841","article-title":"Detection of real-life emotions in call centers","author":"vidrascu","year":"0","journal-title":"Proc Annu Conf Int Speech Commun Assoc"},{"key":"ref69","doi-asserted-by":"publisher","DOI":"10.1109\/CogInfoCom.2015.7390579"},{"key":"ref2","doi-asserted-by":"publisher","DOI":"10.1108\/09604520410513668"},{"key":"ref1","doi-asserted-by":"publisher","DOI":"10.1109\/17.913168"},{"key":"ref20","doi-asserted-by":"publisher","DOI":"10.1109\/TPAMI.2008.52"},{"key":"ref22","doi-asserted-by":"publisher","DOI":"10.1109\/AFGR.2000.840655"},{"key":"ref21","doi-asserted-by":"publisher","DOI":"10.1109\/ICME.2005.1521709"},{"key":"ref24","doi-asserted-by":"publisher","DOI":"10.1109\/ICASSP.2005.1415597"},{"key":"ref23","doi-asserted-by":"publisher","DOI":"10.1109\/MMSP.1998.738917"},{"key":"ref26","doi-asserted-by":"publisher","DOI":"10.1109\/TMM.2006.886310"},{"key":"ref25","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-540-72348-6_4"},{"key":"ref50","doi-asserted-by":"publisher","DOI":"10.5772\/54002"},{"key":"ref51","doi-asserted-by":"publisher","DOI":"10.1007\/s11760-015-0822-0"},{"key":"ref59","first-page":"27","article-title":"The role of surprise and satisfaction judgements","volume":"14","author":"snelders","year":"2001","journal-title":"Journal of Customer Satisfaction Dissatisfaction and Complaining Behavior"},{"key":"ref58","doi-asserted-by":"publisher","DOI":"10.1362\/026725700785045949"},{"key":"ref57","first-page":"512?521,","article-title":"A fuzzy model for customer satisfaction index in e-commerce","volume":"77","author":"liu","year":"2007","journal-title":"Math Comput Simul"},{"key":"ref56","doi-asserted-by":"publisher","DOI":"10.1016\/j.ergon.2004.01.006"},{"key":"ref55","author":"gobe","year":"2010","journal-title":"Emotional Branding The New Paradigm for Connecting Brands to People"},{"key":"ref54","author":"hill","year":"2010","journal-title":"About Face The Secrets of Emotionally Effective Advertising"},{"key":"ref53","first-page":"813","article-title":"Multimodal emotion recognition using deep networks","author":"fadil","year":"2014","journal-title":"Latin American Congress on Biomedical Engineering"},{"key":"ref52","doi-asserted-by":"publisher","DOI":"10.1016\/j.neunet.2014.10.005"},{"key":"ref10","first-page":"1","article-title":"Token-based dictionary pattern matching for text analytics","year":"0","journal-title":"Proc Intl Conf Field Programmable Logic and Appl"},{"key":"ref11","first-page":"3","article-title":"Call centers: How can service quality be managed?","volume":"13","author":"gilmore","year":"2000","journal-title":"Irish Marketing Review"},{"key":"ref40","doi-asserted-by":"publisher","DOI":"10.1109\/ICSLP.1996.607479"},{"key":"ref12","doi-asserted-by":"publisher","DOI":"10.1108\/09564230010323633"},{"key":"ref13","year":"2014","journal-title":"Hype Cycle for Contact Center Infrastructure 2014 Gartner"},{"key":"ref14","doi-asserted-by":"publisher","DOI":"10.1109\/TPAMI.2009.107"},{"key":"ref15","doi-asserted-by":"crossref","first-page":"10","DOI":"10.1109\/T-AFFC.2010.16","article-title":"Emotion recognition of affective speech based on multiple classifier using acoustic-prosodic information & semantic labels","volume":"2","author":"wu","year":"2011","journal-title":"IEEE Trans Affective Comput"},{"key":"ref16","doi-asserted-by":"publisher","DOI":"10.1109\/TSMCA.2009.2014645"},{"key":"ref17","doi-asserted-by":"publisher","DOI":"10.14569\/IJACSA.2011.020714"},{"key":"ref18","first-page":"ii-1020?ii-1025","article-title":"Audio-visual based emotion recognition&#x2014;A new approach","volume":"2","author":"song","year":"0","journal-title":"Proc 2004 IEEE Comput Soc Conf Comput Vis Pattern Recognit"},{"key":"ref19","doi-asserted-by":"publisher","DOI":"10.1109\/TCSVT.2011.2180771"},{"key":"ref4","doi-asserted-by":"publisher","DOI":"10.1016\/j.indmarman.2010.06.034"},{"key":"ref3","doi-asserted-by":"publisher","DOI":"10.1108\/08876041211223951"},{"key":"ref6","doi-asserted-by":"publisher","DOI":"10.1108\/09564230010323633"},{"key":"ref5","first-page":"3","article-title":"Call centers: How can service quality be managed?","volume":"13","author":"gilmore","year":"2000","journal-title":"Irish Marketing Review"},{"key":"ref8","doi-asserted-by":"publisher","DOI":"10.1002\/9781119992691.ch14"},{"key":"ref7","doi-asserted-by":"publisher","DOI":"10.1109\/ICDT.2006.78"},{"key":"ref49","article-title":"The eNTERFACE&#x2019;05 audio-visual emotion database","author":"martin","year":"0","journal-title":"Proceedings of the 22nd International Conference on Data Engineering Workshops"},{"key":"ref9","doi-asserted-by":"publisher","DOI":"10.1109\/MM.2014.69"},{"key":"ref46","doi-asserted-by":"publisher","DOI":"10.1093\/bioinformatics\/btq569"},{"key":"ref45","doi-asserted-by":"publisher","DOI":"10.1016\/j.patcog.2012.11.008"},{"key":"ref48","doi-asserted-by":"publisher","DOI":"10.1109\/TCSVT.2011.2129670"},{"key":"ref47","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-642-19406-1_2"},{"key":"ref42","doi-asserted-by":"publisher","DOI":"10.1162\/jocn.1991.3.1.71"},{"key":"ref41","article-title":"Fast multi-view face detection","volume":"3","author":"jones","year":"2003","journal-title":"TR-20003-96"},{"key":"ref44","doi-asserted-by":"crossref","first-page":"946","DOI":"10.1109\/TSMCB.2005.863377","article-title":"BDPCA plus LDA: A novel fast feature extraction technique for face recognition","volume":"36","author":"zuo","year":"2006","journal-title":"IEEE Trans Syst Man Cybern B"},{"key":"ref43","doi-asserted-by":"publisher","DOI":"10.1111\/j.1469-1809.1936.tb02137.x"}],"container-title":["IEEE Transactions on Human-Machine Systems"],"original-title":[],"link":[{"URL":"http:\/\/xplorestaging.ieee.org\/ielx7\/6221037\/8358712\/07917293.pdf?arnumber=7917293","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,1,12]],"date-time":"2022-01-12T16:22:29Z","timestamp":1642004549000},"score":1,"resource":{"primary":{"URL":"https:\/\/ieeexplore.ieee.org\/document\/7917293\/"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2018,6]]},"references-count":70,"journal-issue":{"issue":"3"},"URL":"https:\/\/doi.org\/10.1109\/thms.2017.2695613","relation":{},"ISSN":["2168-2291","2168-2305"],"issn-type":[{"value":"2168-2291","type":"print"},{"value":"2168-2305","type":"electronic"}],"subject":[],"published":{"date-parts":[[2018,6]]}}}