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

Author

Listed:
  • Min-Jun Kim

    (Pohang University of Science and Technology)

  • Chie-Hyeon Lim

    (UNIST)

  • Chang-Ho Lee

    (Pohang University of Science and Technology)

  • Kwang-Jae Kim

    (Pohang University of Science and Technology)

  • Yongsung Park

    (Korea Automobile Testing and Research Institute, Korea Transportation Safety Authority)

  • Seunghwan Choi

    (Korea Automobile Testing and Research Institute, Korea Transportation Safety Authority)

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.

Suggested Citation

  • Min-Jun Kim & Chie-Hyeon Lim & Chang-Ho Lee & Kwang-Jae Kim & Yongsung Park & Seunghwan Choi, 2018. "Approach to service design based on customer behavior data: a case study on eco-driving service design using bus drivers’ behavior data," Service Business, Springer;Pan-Pacific Business Association, vol. 12(1), pages 203-227, March.
    • Handle: RePEc:spr:svcbiz:v:12:y:2018:i:1:d:10.1007_s11628-017-0343-8
    DOI: 10.1007/s11628-017-0343-8
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    References listed on IDEAS

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    1. Bitran, Gabriel & Pedrosa, Luis, 1998. "A structured product development perspective for service operations," European Management Journal, Elsevier, vol. 16(2), pages 169-189, April.
    2. Hyunseok Park & Janghyeok Yoon, 2015. "A chance discovery-based approach for new product–service system (PSS) concepts," Service Business, Springer;Pan-Pacific Business Association, vol. 9(1), pages 115-135, March.
    3. Christopher Menzel & Richard J. Mayer, 1998. "The IDEF Family of Languages," International Handbooks on Information Systems, in: Peter Bernus & Kai Mertins & Günter Schmidt (ed.), Handbook on Architectures of Information Systems, edition 0, pages 215-249, Springer.
    4. Roland T. Rust & Ming-Hui Huang, 2014. "The Service Revolution and the Transformation of Marketing Science," Marketing Science, INFORMS, vol. 33(2), pages 206-221, March.
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    Cited by:

    1. Lim, Chiehyeon & Kim, Kwang-Jae, 2018. "Experience Design Board: A tool for visualizing and designing experience-centric service delivery processes," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 142-151.
    2. Chiehyeon Lim & Ki-Hun Kim & Min-Jun Kim & Kwang-Jae Kim, 2019. "Multi-factor service design: identification and consideration of multiple factors of the service in its design process," Service Business, Springer;Pan-Pacific Business Association, vol. 13(1), pages 51-74, March.
    3. Chiehyeon Lim & Paul P. Maglio, 2018. "Data-Driven Understanding of Smart Service Systems Through Text Mining," Service Science, INFORMS, vol. 10(2), pages 154-180, June.

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