Magali Dubosson, Emmanuel Fragnière, Nathalie Junod, Bettina Willaerts. Detecting Customer Queue "at-risk" Behaviors Based on Ethograms to Minimize Overall Service Dissatisfaction. In Lars Braubach, Juan Manuel Murillo, Nima Kaviani, Manuel Lama, Loli Burgueño, Naouel Moha, Marc Oriol, editors, Service-Oriented Computing - ICSOC 2017 Workshops - ASOCA, ISyCC, WESOACS, and Satellite Events, Málaga, Spain, November 13-16, 2017, Revised Selected Papers. Volume 10797 of Lecture Notes in Computer Science, pages 18-29, Springer, 2017. [doi]
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