Abstract
Various types and massive amounts of data are collected in multiple industries. The proliferation of data provides numerous opportunities to improve existing services and develop new ones. Although data utilization contributes to advancing service, studies on the design of new service concepts using data are rare. The present study proposes a data-driven approach to designing new service concepts. The proposed approach is aimed at helping service designers to understand customer behaviors and contexts through data analysis and then generate new service concepts efficiently on the basis of such understanding. A case using bus driving data is introduced to illustrate the process of the proposed approach. The proposed approach provides a basis for the systematic design of new service concepts by enabling efficient data analysis. It also holds the potential to create a synergetic effect if incorporated into existing approaches to designing new service concepts.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Karmarkar, U.S., Apte, U.M.: Operations management in the information economy: information products, processes, and chains. J. Oper. Manag. 25(2), 438–453 (2007)
Atzori, L., Iera, A., Morabito, G.: The Internet of Things: a survey. Comput. Netw. 54(15), 2787–2805 (2010)
Lim, C.H., Kim, K.J.: IT-enabled information-intensive services. IT Prof. 17(2), 26–32 (2015). IEEE
Lee, J., Kao, H.A., Yang, S.: Service innovation and smart analytics for industry 4.0 and big data environment. Procedia CIRP 16, 3–8 (2014)
Dounis, A.I., Caraiscos, C.: Advanced control systems engineering for energy and comfort management in a building environment—a review. Renew. Sust. Energ. Rev. 13(6), 1246–1261 (2009)
OECD: ICTs and the Health Sector: Towards Smarter Health and Wellness Models. OECD Publishing (2013)
Takacs, J., Pollock, C.L., Guenther, J.R., Bahar, M., Napier, C., Hunt, M.A.: Validation of the fitbit one activity monitor device during treadmill walking. J. Sci. Med. Sport. 17(5), 496–500 (2014)
Saarijärvi, H., Grönroos, C., Kuusela, H.: Reverse use of customer data: implications for service-based business models. J. Serv. Mark. 28(7), 529–537 (2014)
Ostrom, A.L., Parasuraman, A., Bowen, D.E., PatrÃcio, L., Voss, C.A., Lemon, K.: Service research priorities in a rapidly changing context. J. Serv. Res. 18(2), 127–159 (2015)
Lim, C.H., Kim, M.J., Heo, J.Y., Kim, K.J.: Design of informatics-based services in manufacturing industries: case studies using large vehicle-related databases. J. Intell. Manuf. 1–12 (2015) (Online First)
Kim, K.J., Lim, C.H., Lee, D.H., Lee, J., Hong, Y.S., Park, K.: A concept generation support system for product-service system development. Serv. Sci. 4(4), 349–364 (2012)
Goldstein, S.M., Johnston, R., Duffy, J., Rao, J.: The service concept: the missing link in service design research? J. Oper. Manag. 20(2), 121–134 (2002)
Sakao, T., Shimomura, Y.: Service engineering: a novel engineering discipline for producers to increase value combining service and product. J. Clean. Prod. 15(6), 590–604 (2007)
Geum, Y., Jeon, H., Lee, H.: Developing new smart services using integrated morphological analysis: integration of the market-pull and technology-push approach. Serv. Bus. 1–25 (2015) (Online First)
Huang, M.H., Rust, R.T.: IT-related service a multidisciplinary perspective. J. Serv. Res. 16(3), 251–258 (2013)
Opresnik, D., Taisch, M.: The value of big data in servitization. Int. J. Prod. Econ. 165, 174–184 (2015)
Clark, G., Johnston, R., Shulver, M.: Exploiting the Service Concept for Service Design and Development. New Service Design, pp. 71–91. Sage, Thousand Oaks (2000)
Schmenner, R.W.: How can service businesses survive and prosper? MIT Sloan Manag. Rev. 27, 21–32 (1986)
Roth, A.V., Menor, L.J.: Insights into service operations management: a research agenda. Prod. Oper. Manag. 12(2), 145–163 (2003)
Edvardsson, B., Olsson, J.: Key concepts for new service development. Serv. Indus. J. 16(2), 140–164 (1996)
Lim, C.H., Kim, K.J.: Information service blueprint: a service blueprinting framework for information-intensive services. Serv. Sci. 6(4), 296–312 (2014)
Bettencourt, L.A., Ulwick, A.W.: The customer-centered innovation map. Harvard Bus. Rev. 86(5), 109–114 (2008)
Acknowledgments
This research was supported by the Urban Architecture Research Program through a grant funded by the Ministry of Land, Infrastructure, and Transport (15PTSI-C064868-03) and by the Basic Science Research Program through the National Research Foundation of Korea (NRF) through a grant funded by the Ministry of Science, ICT and Future Planning (NRF-2014R1A2A2A03003387).
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2016 Springer International Publishing Switzerland
About this paper
Cite this paper
Kim, MJ., Lim, CH., Lee, CH., Kim, KJ., Choi, S., Park, Y. (2016). Data-driven Approach to New Service Concept Design. In: Borangiu, T., Dragoicea, M., Nóvoa, H. (eds) Exploring Services Science. IESS 2016. Lecture Notes in Business Information Processing, vol 247. Springer, Cham. https://doi.org/10.1007/978-3-319-32689-4_37
Download citation
DOI: https://doi.org/10.1007/978-3-319-32689-4_37
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-32688-7
Online ISBN: 978-3-319-32689-4
eBook Packages: Computer ScienceComputer Science (R0)