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Service Analytics

  • Jorge CardosoEmail author
  • Julia Hoxha
  • Hansjörg Fromm
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)

Abstract

Service analytics describes the process of capturing, processing, and analyzing the data generated from the execution of a service system to improve, extend, and personalize a service to create value for both providers and customers. This chapter explains how services, especially electronic services, generate a wealth of data which can be used for their analysis. The main tasks and methods, from areas such as data mining and machine learning, which can be used for analysis are identified. To illustrate their application, the data generated from the execution of an IT service is analyzed to extract business insights.

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Copyright information

© Springer International Publishing Switzerland 2015

Authors and Affiliations

  1. 1.Department of Informatics EngineeringUniversidade de CoimbraCoimbraPortugal
  2. 2.Huawei European Research Center (ERC)MunichGermany
  3. 3.Karlsruhe Service Research Institute (KSRI)Karlsruhe Institute of Technology (KIT)KarlsruheGermany

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