Dynamic enhancement for customer experience by incorporating customer experience journey map and service assembly concept

Qi Ye Li, Ching Hung Lee, Chun Hsien Chen, Yu Chi Lee, Fan Li

Research output: Chapter in book / Conference proceedingConference article published in proceeding or bookAcademic researchpeer-review

3 Citations (Scopus)

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.

Original languageEnglish
Title of host publication24th ISPE Inc. International Conference on Transdisciplinary Engineering, TE 2017
EditorsMargherita Peruzzini, Nel Wognum, Josip Stjepandic, Chun-Hsien Chen, Nel Wognum, Amy C. Trappey
PublisherIOS Press BV
Pages860-867
Number of pages8
ISBN (Electronic)9781614994398
DOIs
Publication statusPublished - Jul 2017
Externally publishedYes
Event24th ISPE Inc. International Conference on Transdisciplinary Engineering, TE 2017 - Singapore, Singapore
Duration: 10 Jul 201714 Jul 2017

Publication series

NameAdvances in Transdisciplinary Engineering
Volume5

Conference

Conference24th ISPE Inc. International Conference on Transdisciplinary Engineering, TE 2017
Country/TerritorySingapore
CitySingapore
Period10/07/1714/07/17

Keywords

  • Customer experience journey map
  • Service assembly
  • Service design
  • Service failure
  • Service innovation

ASJC Scopus subject areas

  • Computer Science Applications
  • Industrial and Manufacturing Engineering
  • Software
  • Algebra and Number Theory
  • Strategy and Management

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