TY - GEN
T1 - Analyzing user behavior in search process models
AU - Lux, Marian
AU - Rinderle-Ma, Stefanie
N1 - Publisher Copyright:
© Springer Nature Switzerland AG 2020.
PY - 2019
Y1 - 2019
N2 - Search processes constitute one type of Customer Journey Processes (CJP) as they reflect search (interaction) of customers with an information system or web platform. Understanding the search behavior of customers can yield invaluable insights for, e.g., providing a better search service offer. This work takes a first step towards the analysis of search behavior along paths in the search process models. The paths are identified based on an existing structural process model metric. A novel data-oriented metric based on the number of retrieved search results per search activity is proposed. This metric enables the identification of search patterns along the paths. The metric-based search behavior analysis is prototypically implemented and evaluated based on a real-world data set from the tourism domain.
AB - Search processes constitute one type of Customer Journey Processes (CJP) as they reflect search (interaction) of customers with an information system or web platform. Understanding the search behavior of customers can yield invaluable insights for, e.g., providing a better search service offer. This work takes a first step towards the analysis of search behavior along paths in the search process models. The paths are identified based on an existing structural process model metric. A novel data-oriented metric based on the number of retrieved search results per search activity is proposed. This metric enables the identification of search patterns along the paths. The metric-based search behavior analysis is prototypically implemented and evaluated based on a real-world data set from the tourism domain.
UR - http://www.scopus.com/inward/record.url?scp=85066792726&partnerID=8YFLogxK
U2 - 10.1007/978-3-030-21297-1_16
DO - 10.1007/978-3-030-21297-1_16
M3 - Conference contribution
AN - SCOPUS:85066792726
SN - 9783030212964
T3 - Lecture Notes in Business Information Processing
SP - 182
EP - 193
BT - Information Systems Engineering in Responsible Information Systems - CAiSE Forum 2019, Proceedings
A2 - Ruiz, Marcela
A2 - Cappiello, Cinzia
PB - Springer Verlag
T2 - 31st International Conference on Advanced Information Systems Engineering, CAiSE 2019
Y2 - 3 June 2019 through 7 June 2019
ER -