@inproceedings{de6d75f6fc9140f3b5466406771fc7f2,
title = "Dynamic enhancement for customer experience by incorporating customer experience journey map and service assembly concept",
abstract = "The objective of this paper is to redesign a service in exhibition and tourism industries to dynamically improve the customer experience. To achieve greater customer experience, an integrated method which incorporates Customer Experience Journey Map and Service Assembly Concept was introduced. In doing so, two mechanisms were proposed in this study based on the service assembly concept. The service assembly mechanism was applied to respond to dynamic customer requirements. The other service mechanism, so called service replacement, was used to optimize failure handling by replacing the service failures. Using this method, a smart expo service system was designed. In the smart expo system, the customer experience of exhibition journey was enhanced from four aspects, viz. customization, flexibility, information sharing, and conformability.",
keywords = "Customer experience journey map, Service assembly, Service design, Service failure, Service innovation",
author = "Li, {Qi Ye} and Lee, {Ching Hung} and Chen, {Chun Hsien} and Lee, {Yu Chi} and Fan Li",
note = "Funding Information: This study was partial supported within the {"}Project Smart Business District Integration and Development Based on Internet of Things{"} of the Ministry of Economy Affairs of the Republic of China and the Delta NTU corporate lab of cyber-physical systems of Singapore. Publisher Copyright: {\textcopyright} 2017 The authors and IOS Press.; 24th ISPE Inc. International Conference on Transdisciplinary Engineering, TE 2017 ; Conference date: 10-07-2017 Through 14-07-2017",
year = "2017",
month = jul,
doi = "10.3233/978-1-61499-779-5-860",
language = "English",
series = "Advances in Transdisciplinary Engineering",
publisher = "IOS Press BV",
pages = "860--867",
editor = "Margherita Peruzzini and Nel Wognum and Josip Stjepandic and Chun-Hsien Chen and Nel Wognum and Trappey, {Amy C.}",
booktitle = "24th ISPE Inc. International Conference on Transdisciplinary Engineering, TE 2017",
}
