{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,12]],"date-time":"2026-06-12T09:40:23Z","timestamp":1781257223678,"version":"3.54.1"},"publisher-location":"New York, NY, USA","reference-count":38,"publisher":"ACM","license":[{"start":{"date-parts":[[2009,11,2]],"date-time":"2009-11-02T00:00:00Z","timestamp":1257120000000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.acm.org\/publications\/policies\/copyright_policy#Background"}],"content-domain":{"domain":["dl.acm.org"],"crossmark-restriction":true},"short-container-title":[],"published-print":{"date-parts":[[2009,11,2]]},"DOI":"10.1145\/1645953.1646128","type":"proceedings-article","created":{"date-parts":[[2009,11,10]],"date-time":"2009-11-10T18:36:45Z","timestamp":1257878205000},"page":"1387-1396","update-policy":"https:\/\/doi.org\/10.1145\/crossmark-policy","source":"Crossref","is-referenced-by-count":27,"title":["Towards real-time measurement of customer satisfaction using automatically generated call transcripts"],"prefix":"10.1145","author":[{"given":"Youngja","family":"Park","sequence":"first","affiliation":[{"name":"IBM T. J. Watson Research Center, Yorktown Heights, NY, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Stephen C.","family":"Gates","sequence":"additional","affiliation":[{"name":"IBM T. J. Watson Research Center, Yorktown Heights, NY, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"320","published-online":{"date-parts":[[2009,11,2]]},"reference":[{"key":"e_1_3_2_1_1_1","doi-asserted-by":"publisher","DOI":"10.1287\/mksc.16.2.129"},{"key":"e_1_3_2_1_2_1","doi-asserted-by":"publisher","DOI":"10.1177\/147078530504700104"},{"key":"e_1_3_2_1_3_1","unstructured":"Burton S. M.: 1997 'Modelling the Determinants of Customer Satisfaction'. In: Ph.D. thesis The University of New South Wales Australia.  Burton S. M.: 1997 'Modelling the Determinants of Customer Satisfaction'. In: Ph.D. thesis The University of New South Wales Australia."},{"key":"e_1_3_2_1_4_1","doi-asserted-by":"publisher","DOI":"10.1145\/1458082.1458103"},{"key":"e_1_3_2_1_5_1","unstructured":"Chang C. and C. Lin: 2001 'LIBSVM: a library for support vector machines'. Software available at http:\/\/www.csie.ntu.edu.tw\/~cjlin\/libsvm.  Chang C. and C. Lin: 2001 'LIBSVM: a library for support vector machines'. Software available at http:\/\/www.csie.ntu.edu.tw\/~cjlin\/libsvm."},{"key":"e_1_3_2_1_6_1","first-page":"984","volume-title":"Proceedings of the 45th Annual Meeting of the Association of Computational Linguistics (ACL).","author":"Devitt A."},{"key":"e_1_3_2_1_7_1","doi-asserted-by":"publisher","DOI":"10.1108\/09564230010323633"},{"key":"e_1_3_2_1_8_1","first-page":"201","volume-title":"In: HLT-NAACL 2004: Main Proceedings.","author":"Forbes-Riley K.","year":"2004"},{"key":"e_1_3_2_1_9_1","doi-asserted-by":"publisher","DOI":"10.3115\/1220355.1220476"},{"key":"e_1_3_2_1_10_1","doi-asserted-by":"publisher","DOI":"10.1145\/1401890.1401999"},{"key":"e_1_3_2_1_11_1","doi-asserted-by":"publisher","DOI":"10.1108\/09564239610129931"},{"key":"e_1_3_2_1_12_1","doi-asserted-by":"publisher","DOI":"10.1145\/1014052.1014073"},{"key":"e_1_3_2_1_13_1","first-page":"355","volume-title":"Proceedings of the Conference on Empirical Methods in Natural Language Processing (EMNLP).","author":"Kanayama H."},{"key":"e_1_3_2_1_14_1","first-page":"1","volume-title":"Proceedings of the ACL Workshop on Sentiment and Subjectivity in Text.","author":"Kim S."},{"key":"e_1_3_2_1_15_1","doi-asserted-by":"publisher","DOI":"10.3115\/1220835.1220861"},{"key":"e_1_3_2_1_16_1","first-page":"1065","volume-title":"Proceedings of the Joint Conference on Empirical Methods in Natural Language Processing and Computational Natural Language Learning.","author":"Kobayashi N."},{"key":"e_1_3_2_1_17_1","unstructured":"Likert R.: 1932 'A Technique for the Measurement of Attitudes'. Archives of Psychology 140. pp 1--55.  Likert R.: 1932 'A Technique for the Measurement of Attitudes'. Archives of Psychology 140. pp 1--55."},{"key":"e_1_3_2_1_18_1","first-page":"725","volume-title":"Proceedings of EUROSPEECH.","author":"Liscombe J."},{"key":"e_1_3_2_1_19_1","doi-asserted-by":"publisher","DOI":"10.1145\/1150402.1150531"},{"key":"e_1_3_2_1_20_1","unstructured":"Mitchell T.: 1997 Machine Learning. McGraw Hill.   Mitchell T.: 1997 Machine Learning. McGraw Hill."},{"key":"e_1_3_2_1_21_1","unstructured":"Monger J. M. Rudick and L. O'Flahavan: 2004 'First call resolution: its impact and measurement'. Contact Professional. pp. 24--27.  Monger J. M. Rudick and L. O'Flahavan: 2004 'First call resolution: its impact and measurement'. Contact Professional. pp. 24--27."},{"key":"e_1_3_2_1_22_1","first-page":"1338","volume-title":"In: Proceedings of VLDB.","author":"Nambiar U.","year":"2007"},{"key":"e_1_3_2_1_23_1","doi-asserted-by":"publisher","DOI":"10.3115\/1219840.1219855"},{"key":"e_1_3_2_1_24_1","doi-asserted-by":"publisher","DOI":"10.3115\/1118693.1118704"},{"key":"e_1_3_2_1_25_1","volume-title":"In: Working Notes - Exploring Attitude and Affect in Text: Theories and Applications.","author":"Polanyi L.","year":"2004"},{"key":"e_1_3_2_1_26_1","unstructured":"Quinlan J. R.: 1993 Programs for Machine Learning. Morgan Kaufmann Publishers.   Quinlan J. R.: 1993 Programs for Machine Learning. Morgan Kaufmann Publishers."},{"key":"e_1_3_2_1_27_1","doi-asserted-by":"crossref","unstructured":"Ranaweera C. and J. Prabhu: 2003 'The influence of satisfaction trust and switching barriers on customer retention in a continuous purchasing setting'. International Journal of Service Industry Management 14. pp. 374--395.  Ranaweera C. and J. Prabhu: 2003 'The influence of satisfaction trust and switching barriers on customer retention in a continuous purchasing setting'. International Journal of Service Industry Management 14. pp. 374--395.","DOI":"10.1108\/09564230310489231"},{"key":"e_1_3_2_1_28_1","unstructured":"Reichheld F. F.: 2001 Loyalty Rules: How Today's Leaders Build Lasting Relationships. Harvard Business School Press.  Reichheld F. F.: 2001 Loyalty Rules: How Today's Leaders Build Lasting Relationships. Harvard Business School Press."},{"key":"e_1_3_2_1_29_1","unstructured":"Rifkin R. M. and A. Klautau: 1998 'In defense of one-vs-all classification'. Journal of Machine Learning 5. pp 101--141.   Rifkin R. M. and A. Klautau: 1998 'In defense of one-vs-all classification'. Journal of Machine Learning 5. pp 101--141."},{"key":"e_1_3_2_1_30_1","doi-asserted-by":"crossref","unstructured":"Shannon C. E.: 1948 'A Mathematical Theory of Communication'.   Shannon C. E.: 1948 'A Mathematical Theory of Communication'.","DOI":"10.1002\/j.1538-7305.1948.tb01338.x"},{"key":"e_1_3_2_1_31_1","first-page":"205","volume-title":"Proceedings of International Conference on Acoustics, Speech, and Signal Processing.","author":"Soltau H."},{"key":"e_1_3_2_1_32_1","volume-title":"SIGdial Workshop on Discourse and Dialogue.","author":"Somasundaran S."},{"key":"e_1_3_2_1_33_1","first-page":"1016","volume-title":"Proceedings of the 45th Annual Meeting of the Association of Computational Linguistics.","author":"Takeuchi H."},{"key":"e_1_3_2_1_34_1","doi-asserted-by":"publisher","DOI":"10.3115\/1073083.1073153"},{"key":"e_1_3_2_1_35_1","volume-title":"New York: Springer-Verlag.","author":"Vapnik V.","year":"1995"},{"key":"e_1_3_2_1_36_1","doi-asserted-by":"publisher","DOI":"10.3115\/1220575.1220619"},{"key":"e_1_3_2_1_37_1","first-page":"427","volume-title":"Proceedings of the 3rd IEEE International Conference on Data Mining (ICDM-2003)","author":"Yi J."},{"key":"e_1_3_2_1_38_1","volume-title":"Proceedings of International Conference on Acoustics, Speech, and Signal Processing.","author":"Zweig G."}],"event":{"name":"CIKM '09: Conference on Information and Knowledge Management","location":"Hong Kong China","acronym":"CIKM '09","sponsor":["SIGWEB ACM Special Interest Group on Hypertext, Hypermedia, and Web","SIGIR ACM Special Interest Group on Information Retrieval"]},"container-title":["Proceedings of the 18th ACM conference on Information and knowledge management"],"original-title":[],"link":[{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/1645953.1646128","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/dl.acm.org\/doi\/pdf\/10.1145\/1645953.1646128","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,6,18]],"date-time":"2025-06-18T12:41:29Z","timestamp":1750250489000},"score":1,"resource":{"primary":{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/1645953.1646128"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2009,11,2]]},"references-count":38,"alternative-id":["10.1145\/1645953.1646128","10.1145\/1645953"],"URL":"https:\/\/doi.org\/10.1145\/1645953.1646128","relation":{},"subject":[],"published":{"date-parts":[[2009,11,2]]},"assertion":[{"value":"2009-11-02","order":2,"name":"published","label":"Published","group":{"name":"publication_history","label":"Publication History"}}]}}