{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,6,18]],"date-time":"2025-06-18T04:26:22Z","timestamp":1750220782193,"version":"3.41.0"},"publisher-location":"New York, NY, USA","reference-count":26,"publisher":"ACM","license":[{"start":{"date-parts":[[2020,6,26]],"date-time":"2020-06-26T00:00:00Z","timestamp":1593129600000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.acm.org\/publications\/policies\/copyright_policy#Background"}],"funder":[{"name":"Greek National Operational Program Competitiveness, Entrepreneurship and Innovation","award":["T1EDK-05063"],"award-info":[{"award-number":["T1EDK-05063"]}]}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2020,6,30]]},"DOI":"10.1145\/3389189.3397999","type":"proceedings-article","created":{"date-parts":[[2020,11,30]],"date-time":"2020-11-30T16:08:03Z","timestamp":1606752483000},"page":"1-9","source":"Crossref","is-referenced-by-count":4,"title":["A novel classification method for customer experience survey analysis"],"prefix":"10.1145","author":[{"given":"Ioannis","family":"Rallis","sequence":"first","affiliation":[{"name":"National Technical University of Athens, Greece"}]},{"given":"Ioannis","family":"Markoulidakis","sequence":"additional","affiliation":[{"name":"National Technical University of Athens, Greece"}]},{"given":"Ioannis","family":"Georgoulas","sequence":"additional","affiliation":[{"name":"National Technical University of Athens, Greece"}]},{"given":"George","family":"Kopsiaftis","sequence":"additional","affiliation":[{"name":"National Technical University of Athens, Greece"}]}],"member":"320","published-online":{"date-parts":[[2020,6,26]]},"reference":[{"key":"e_1_3_2_2_1_1","doi-asserted-by":"publisher","DOI":"10.1086\/208564"},{"key":"e_1_3_2_2_2_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.intmar.2012.09.003"},{"key":"e_1_3_2_2_3_1","doi-asserted-by":"publisher","DOI":"10.1362\/146934711X589435"},{"key":"e_1_3_2_2_4_1","doi-asserted-by":"crossref","DOI":"10.1016\/j.emj.2007.08.005","volume-title":"How to sustain the customer experience: An overview of experience components that co-create value with the customer. European management journal, 25(5), 395--410","author":"Gentile C.","year":"2007"},{"volume-title":"The one number you need to grow. Harvard business review, 81(12), 46--55","year":"2003","author":"Reichheld F. F.","key":"e_1_3_2_2_5_1"},{"key":"e_1_3_2_2_6_1","series-title":"Vol. 211","volume-title":"The ultimate question: Driving good profits and true growth","author":"Reichheld F. F.","year":"2006"},{"key":"e_1_3_2_2_7_1","unstructured":"Jeske D. R. Callanan T. P. & Gui L. (2011). Identification of key drivers of Net Promoter Score using a statistical classification model. Efficient decision support systems: practice and challenges from current to future. Shanghai: InTech 145--62.  Jeske D. R. Callanan T. P. & Gui L. (2011). Identification of key drivers of Net Promoter Score using a statistical classification model. Efficient decision support systems: practice and challenges from current to future. Shanghai: InTech 145--62."},{"key":"e_1_3_2_2_8_1","first-page":"1","volume-title":"On Network Performance Indicators for Network Promoter Score Estimation,\" 2019 Eleventh International Conference on Quality of Multimedia Experience (QoMEX)","author":"Ickin J.","year":"2019"},{"key":"e_1_3_2_2_9_1","doi-asserted-by":"publisher","DOI":"10.5772\/16954"},{"key":"e_1_3_2_2_10_1","first-page":"474","volume-title":"Proceedings of the Survey Research Methods Section, American Statistical Association","author":"Steven M.","year":"1996"},{"volume-title":"Quirk's, Media, Article ID: 20131008.","year":"2013","author":"Larson A.","key":"e_1_3_2_2_11_1"},{"volume-title":"Predictive Analytics World Conference","year":"2013","author":"Reno R.","key":"e_1_3_2_2_12_1"},{"volume-title":"Security and Privacy in Pervasive Computing,\" IEEE Pervasive Computing","author":"Patrikakis","key":"e_1_3_2_2_13_1"},{"key":"e_1_3_2_2_14_1","doi-asserted-by":"crossref","unstructured":"October-December 2007 10.1109\/MPRV.2007.86  October-December 2007 10.1109\/MPRV.2007.86","DOI":"10.1055\/s-2007-968957"},{"key":"e_1_3_2_2_15_1","doi-asserted-by":"publisher","DOI":"10.1109\/IWCMC.2008.56"},{"key":"e_1_3_2_2_16_1","article-title":"Social Media Data Analytics To Improve The Customer Services: The Case of Fast-Food Companies","volume":"8","author":"Rose S.","year":"2019","journal-title":"International Journal of Recent Technology and Engineering"},{"volume-title":"2007 IEEE 18th International Symposium on Personal, Indoor and Mobile Radio Communications (pp. 1--6). IEEE.","year":"2007","author":"Karamolegkos P. N.","key":"e_1_3_2_2_17_1"},{"key":"e_1_3_2_2_18_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.camwa.2009.05.023"},{"key":"e_1_3_2_2_19_1","doi-asserted-by":"publisher","DOI":"10.1155\/2017\/5891417"},{"key":"e_1_3_2_2_20_1","doi-asserted-by":"publisher","DOI":"10.1145\/2072627.2072637"},{"volume-title":"Survey of nearest neighbor techniques. arXiv preprint arXiv:1007.0085","year":"2010","author":"Bhatia N.","key":"e_1_3_2_2_21_1"},{"volume-title":"Support vector machines for pattern classification (Vol. 2","year":"2005","author":"Abe S.","key":"e_1_3_2_2_22_1"},{"key":"e_1_3_2_2_23_1","doi-asserted-by":"publisher","DOI":"10.1080\/01431160412331269698"},{"key":"e_1_3_2_2_24_1","doi-asserted-by":"publisher","DOI":"10.1080\/08839514.2012.629540"},{"key":"e_1_3_2_2_25_1","doi-asserted-by":"publisher","DOI":"10.1007\/s11042-012-0993-4"},{"volume-title":"Neural Networks","author":"Voulodimos D.","key":"e_1_3_2_2_26_1"}],"event":{"name":"PETRA '20: The 13th PErvasive Technologies Related to Assistive Environments Conference","sponsor":["NSF National Science Foundation","CSE@UTA Department of Computer Science and Engineering, The University of Texas at Arlington","NCRS Demokritos National Center for Scientific Research"],"location":"Corfu Greece","acronym":"PETRA '20"},"container-title":["Proceedings of the 13th ACM International Conference on PErvasive Technologies Related to Assistive Environments"],"original-title":[],"link":[{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3389189.3397999","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/dl.acm.org\/doi\/pdf\/10.1145\/3389189.3397999","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,6,17]],"date-time":"2025-06-17T22:41:31Z","timestamp":1750200091000},"score":1,"resource":{"primary":{"URL":"https:\/\/dl.acm.org\/doi\/10.1145\/3389189.3397999"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2020,6,26]]},"references-count":26,"alternative-id":["10.1145\/3389189.3397999","10.1145\/3389189"],"URL":"https:\/\/doi.org\/10.1145\/3389189.3397999","relation":{},"subject":[],"published":{"date-parts":[[2020,6,26]]}}}