Approach to service design based on customer behavior data: a case study on eco-driving service design using bus drivers’ behavior data

Service Business volume 12, pages203–227(2018)Cite this article

Abstract

Various types and massive amounts of customer behavior data are collected in various industries, such as transportation, healthcare, hospitality, and logistics. The use of customer behavior data can improve the design activities of service firms. Despite the applicability of customer behavior data to service design, only a few studies have examined an approach to utilize customer behavior data in service design. This study proposes an approach for designing services with customer behavior data. The approach is based on a case study on eco-driving service design with the behavior data of bus drivers. This study extends the research on service design by demonstrating how customer behavior data are utilized for service design and assisting service designers in designing services with customer behavior data.

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Acknowledgements

This work was supported by the Ministry of Land, Infrastructure, and Transport under a Grant [15-PTSI-C064868-03]; and the National Research Foundation of Korea under Grants [NRF-2014R1A2A2A03003387 and NRF-2017R1C1B1006614]. The authors would like to sincerely thank the editor and anonymous reviewers for their helpful and insightful comments and suggestions that have resulted in a much improved version of this manuscript.

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Affiliations

  1. Department of Industrial and Management Engineering, Pohang University of Science and Technology, 77 Cheongam-ro, Nam-gu, Pohang-si, Gyeongsangbuk-Do, 37673, Republic of Korea

    Min-Jun Kim, Chang-Ho Lee & Kwang-Jae Kim

  2. School of Business Administration, School of Management Engineering, UNIST, 50 UNIST-gil, Ulsan-Si, 44919, Republic of Korea

    Chie-Hyeon Lim

  3. Korea Automobile Testing and Research Institute, Korea Transportation Safety Authority, 200 Samjon-ro, Songsan-myeon, Hwaseong-si, Gyeonggi-Do, 18247, Republic of Korea

    Yongsung Park & Seunghwan Choi

Authors
  1. Min-Jun Kim
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  2. Chie-Hyeon Lim
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  3. Chang-Ho Lee
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  4. Kwang-Jae Kim
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  5. Yongsung Park
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  6. Seunghwan Choi
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Correspondence to Kwang-Jae Kim.

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Kim, MJ., Lim, CH., Lee, CH. et al. Approach to service design based on customer behavior data: a case study on eco-driving service design using bus drivers’ behavior data. Serv Bus 12, 203–227 (2018). https://doi.org/10.1007/s11628-017-0343-8

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Keywords

  • Service design
  • Customer behavior data
  • Case study
  • Eco-driving