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

doi:10.3233/978-1-61499-779-5-860

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 proceeding › Conference article published in proceeding or book › Academic research › peer-review

4 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 language	English
Title of host publication	24th ISPE Inc. International Conference on Transdisciplinary Engineering, TE 2017
Editors	Margherita Peruzzini, Nel Wognum, Josip Stjepandic, Chun-Hsien Chen, Nel Wognum, Amy C. Trappey
Publisher	IOS Press BV
Pages	860-867
Number of pages	8
ISBN (Electronic)	9781614994398
DOIs	https://doi.org/10.3233/978-1-61499-779-5-860
Publication status	Published - Jul 2017
Externally published	Yes
Event	24th ISPE Inc. International Conference on Transdisciplinary Engineering, TE 2017 - Singapore, Singapore Duration: 10 Jul 2017 → 14 Jul 2017

Publication series

Name	Advances in Transdisciplinary Engineering
Volume	5

Conference

Conference	24th ISPE Inc. International Conference on Transdisciplinary Engineering, TE 2017
Country/Territory	Singapore
City	Singapore
Period	10/07/17 → 14/07/17

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 9 Industry, Innovation, and Infrastructure

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

More information

10.3233/978-1-61499-779-5-860

Cite this

Li, Q. Y., Lee, C. H., Chen, C. H., Lee, Y. C., & Li, F. (2017). Dynamic enhancement for customer experience by incorporating customer experience journey map and service assembly concept. In M. Peruzzini, N. Wognum, J. Stjepandic, C.-H. Chen, N. Wognum, & A. C. Trappey (Eds.), 24th ISPE Inc. International Conference on Transdisciplinary Engineering, TE 2017 (pp. 860-867). (Advances in Transdisciplinary Engineering; Vol. 5). IOS Press BV. https://doi.org/10.3233/978-1-61499-779-5-860

Li, Qi Ye ; Lee, Ching Hung ; Chen, Chun Hsien et al. / Dynamic enhancement for customer experience by incorporating customer experience journey map and service assembly concept. 24th ISPE Inc. International Conference on Transdisciplinary Engineering, TE 2017. editor / Margherita Peruzzini ; Nel Wognum ; Josip Stjepandic ; Chun-Hsien Chen ; Nel Wognum ; Amy C. Trappey. IOS Press BV, 2017. pp. 860-867 (Advances in Transdisciplinary Engineering).

@inproceedings{de6d75f6fc9140f3b5466406771fc7f2,

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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",

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editor = "Margherita Peruzzini and Nel Wognum and Josip Stjepandic and Chun-Hsien Chen and Nel Wognum and Trappey, \{Amy C.\}",

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Li, QY, Lee, CH, Chen, CH, Lee, YC & Li, F 2017, Dynamic enhancement for customer experience by incorporating customer experience journey map and service assembly concept. in M Peruzzini, N Wognum, J Stjepandic, C-H Chen, N Wognum & AC Trappey (eds), 24th ISPE Inc. International Conference on Transdisciplinary Engineering, TE 2017. Advances in Transdisciplinary Engineering, vol. 5, IOS Press BV, pp. 860-867, 24th ISPE Inc. International Conference on Transdisciplinary Engineering, TE 2017, Singapore, Singapore, 10/07/17. https://doi.org/10.3233/978-1-61499-779-5-860

Dynamic enhancement for customer experience by incorporating customer experience journey map and service assembly concept. / Li, Qi Ye; Lee, Ching Hung; Chen, Chun Hsien et al.
24th ISPE Inc. International Conference on Transdisciplinary Engineering, TE 2017. ed. / Margherita Peruzzini; Nel Wognum; Josip Stjepandic; Chun-Hsien Chen; Nel Wognum; Amy C. Trappey. IOS Press BV, 2017. p. 860-867 (Advances in Transdisciplinary Engineering; Vol. 5).

Research output: Chapter in book / Conference proceeding › Conference article published in proceeding or book › Academic research › peer-review

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AU - Lee, Ching Hung

AU - Chen, Chun Hsien

AU - Lee, Yu Chi

AU - Li, Fan

N1 - 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: © 2017 The authors and IOS Press.

PY - 2017/7

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N2 - 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.

AB - 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.

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A2 - Chen, Chun-Hsien

A2 - Wognum, Nel

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Y2 - 10 July 2017 through 14 July 2017

ER -

Li QY, Lee CH, Chen CH, Lee YC, Li F. Dynamic enhancement for customer experience by incorporating customer experience journey map and service assembly concept. In Peruzzini M, Wognum N, Stjepandic J, Chen CH, Wognum N, Trappey AC, editors, 24th ISPE Inc. International Conference on Transdisciplinary Engineering, TE 2017. IOS Press BV. 2017. p. 860-867. (Advances in Transdisciplinary Engineering). doi: 10.3233/978-1-61499-779-5-860

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

Abstract

Publication series

Conference

UN SDGs

Keywords

ASJC Scopus subject areas

More information

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Cite this