Development of new technology-based services

Noh, Heeyong; Song, Yongsoo; Park, Aesoon; Yoon, Byungun; Lee, Sungjoo

doi:10.1080/02642069.2016.1165673

Cited by 16 publications

(11 citation statements)

References 45 publications

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“…2. Literature review 2.1 Using data to advance service Research on using data to advance service is highly relevant to existing technology-based service concepts in which "there is an interaction between customers and technologyembedded objects such as a computer, the internet, or a machine at the moment of truth" (Noh et al, 2016), such as technology-mediated service (Schumann et al, 2012), mobile service (Niemelä, 2006), and smart service (Maglio and Lim, 2016) concepts. Whereas the technology-mediated service and mobile service concepts emphasize efficient delivery of information to customers, data-use for service should also consider creating information that helps people achieve their goals and on collecting the data to create useful information .…”

Section: Introductionmentioning

confidence: 99%

Using data to advance service: managerial issues and theoretical implications from action research

Lim

Kim

et al. 2017

JSTP

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Purpose-The proliferation of (big) data provides numerous opportunities for service advances in practice, yet research on using data to advance service is at a nascent stage in the literature. Many studies have discussed phenomenological benefits of data to service. However, limited research describes managerial issues behind such benefits, although a holistic understanding of the issues is essential in using data to advance service in practice and provides a basis for future research. The purpose of this paper is to address this research gap. Design/methodology/approach-"Using data to advance service" is about change in organizations. Thus, this study uses action research methods of creating real change in organizations together with practitioners, thereby adding to scientific knowledge about practice. The authors participated in five service design projects with industry and government that used different data sets to design new services. Findings-Drawing on lessons learned from the five projects, this study empirically identifies 11 managerial issues that should be considered in data-use for advancing service. In addition, by integrating the issues and relevant literature, this study offers theoretical implications for future research. Originality/value-"Using data to advance service" is a research topic that emerged originally from practice. Action research or case studies on this topic are valuable in understanding practice and in identifying research priorities by discovering the gap between theory and practice. This study used action research over many years to observe real-world challenges and to make academic research relevant to the challenges. The authors believe that the empirical findings will help improve service practices of data-use and stimulate future research.

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Section: Introductionmentioning

confidence: 99%

Using data to advance service: managerial issues and theoretical implications from action research

Lim

Kim

et al. 2017

JSTP

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“…However, "critical-to-quality elements" are collected through a customer survey in that study, which makes the servitization model more demanding. Similarly, Noh et al [26] have suggested technology trees and functional analysis to generate service ideas. However, it requires input from technology engineers.…”

Section: Discussionmentioning

confidence: 99%

“…Specific models that are more practical and aimed at various target groups within servitization are also present. Noh et al [26] have presented a model to develop technology-based services using function analysis and technology trees. Several studies have applied the product-service system (PSS) models in industrial applications [27][28][29][30][31][32][33][34], where visualization analysis, stakeholder management, environmental sustainability, customer integration, and modularization are set as key aspects in developing new service concepts.…”

Section: Literature Reviewmentioning

confidence: 99%

Servitization: A Model for the Transformation of Products into Services through a Utility-Driven Approach

Tauqeer

Bang

2018

Journal of Open Innovation: Technology, Market, and Complexity

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The economies of the industrialized world have become dominated by services. Many manufacturing companies have changed from producing products to providing services. However, many companies still lag behind in this transformation. It is observed that most of the published methodologies are at an advanced level and provide minimal assistance to help managers and especially the managers of small and medium enterprises (SMEs) who are interested in easy-to-use methodologies for transforming their product range. Therefore, a model that assists the transformation of products into services is proposed, which is at a level that can be directly applied by SMEs. A utility-driven approach is followed to establish the model that consists of seven steps. In the initial steps, a product that is to be servitized is selected and broken down into its utility features and customer barriers. Furthermore, options for increasing utility and reducing barriers are presented such that the overall tangibility of the existing product is reduced. This reduction in tangibility in both physical and psychological dimensions is defined as servitization in the present study. This article presents a practical framework for the transformation of company offerings so that they are gradually adjusted to a service economy.

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“…It describes how marketable information, products and/or services are generated by means of a company's value-added component" (Wirtz et al 2016, p. 41). This is useful for customers and service designers to understand the value of service systems as both have limited background knowledge (Noh et al 2016). In practice, however, only a few models are used to define these relationships, such as the business model canvas (Osterwalder and Pigneur 2010) or the business model navigator (Gassmann et al 2014).…”

Section: Business Modelsmentioning

confidence: 99%

“…7On top of that, people who work in HCSS have typically contact with customers and know their needs. They usually do not have design knowledge (Noh et al 2016). The found problems are included in Table 1.…”

Section: Possible Entry Points For Researchmentioning

confidence: 99%

Towards Design Principles for Aligning Human-Centered Service Systems and Corresponding Business Models

et al. 2016

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Development of new technology-based services

Cited by 16 publications

References 45 publications

Using data to advance service: managerial issues and theoretical implications from action research

Using data to advance service: managerial issues and theoretical implications from action research

Servitization: A Model for the Transformation of Products into Services through a Utility-Driven Approach

Towards Design Principles for Aligning Human-Centered Service Systems and Corresponding Business Models

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