Customized and knowledge-centric service design model integrating case-based reasoning and TRIZ

Ching Hung Lee, Chun Hsien Chen, Fan Li, An Jin Shie

Research output: Journal article publicationJournal articleAcademic researchpeer-review

58 Citations (Scopus)


Aiming at accelerating customized innovative service design, a novel knowledge-centric innovative service design (KISD) model is proposed through integrating memory-oriented-method case-based reasoning (CBR) and non-memory-oriented-method theory of inventive problem solving (TRIZ) to generate abundant ideas efficiently. Based on KISD, three key design approach phases are integrated: domain requirement acquisition (DRA), knowledge-centric resolution generation (KRG), and customized design knowledge-reasoning (CDK) phases. In the DRA phase, customer knowledge hierarchy is adopted to elicit customer requirements. In the KRG phase, CBR and TRIZ contradiction analysis are conducted and innovation principles are generated for constructing a functional knowledge hierarchy. In the CDK phase, quality function deployment analysis is conducted to evaluate and determine suitable new service functions. The case study of designing and developing a new shopping navigation service system for a shopping mall are presented to demonstrate the approach in practice. An empirical verification is conducted to verify the feasibility of the proposed approach and the satisfaction of the service.

Original languageEnglish
Article number113062
JournalExpert Systems with Applications
Publication statusPublished - 1 Apr 2020
Externally publishedYes


  • Case-Based Reasoning (CBR)
  • Service design
  • Shopping navigation service
  • Theory of Inventive Problem-Solving (TRIZ)

ASJC Scopus subject areas

  • General Engineering
  • Computer Science Applications
  • Artificial Intelligence


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