Service mining : framework and application / Wei-Lun Chang.

Service mining : framework and application / Wei-Lun Chang.

First edition.

9781606495759 (e-book)
9781606495742 (paperback)

New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, 2014.

English

1 online resource (xi, 104 pages)

HF5415.5 .C427 2014

658.812

The shifting focus of service from the 1980s to 2000s has proved that IT not only lowers the cost of service but creates avenues to enhance revenue through service. In particular, companies increase revenue through IT-based services. The new type of service, e-service, has several features such as being mobile, flexible, interactive, and interchangeable. Additionally, e-services have much to offer in terms of overcoming obstacles faced by a traditional services industry. The concept of service science, which was proposed by IBM, combines several issues into traditional service management, such as the disciplines of technology and engineering. While service science provides an avenue for future service researches, the specific research areas from the IT perspective still needs to be elaborated. This book introduces a novel concept, service mining, to address several research areas from the viewpoints of technology, model, management, and application. Service mining is defined as "a systematical process including service discovery, experience, recovery, and retention to discover unique patterns and exceptional values within the existing services." The goal of service mining is similar to data mining, text mining, or web mining--it aims to "detect something new" from the service pool. The major difference is the feature of service is quite distinct in its mining target such as data or text. In other words, service is a process of value co-creation and difference in the perception of various customers. In the concept of service mining, the target is not only the traditional services but also IT-based services. Service mining is a branch under the big umbrella of service science. The goals of this book are to devise various concepts of service mining and to identify different possible applications. The contribution is to furnish a roadmap of service mining to researchers, managers, and marketers in service sectors.

Part of: 2013 digital library.

Includes bibliographical references (pages 95-101) and index.

Access limited to authorized users.

Title from PDF title page (viewed on January 25, 2014).

2013 digital library.
Quantitative approaches to decision making collection. 2163-9582

Print version: 9781606495742

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