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Service Business
Published in: Service Business 1/2018

10-04-2017 | Case study

Approach to service design based on customer behavior data: a case study on eco-driving service design using bus drivers’ behavior data

Authors: Min-Jun Kim, Chie-Hyeon Lim, Chang-Ho Lee, Kwang-Jae Kim, Yongsung Park, Seunghwan Choi

Published in: Service Business | Issue 1/2018

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Abstract

Various types and massive amounts of customer behavior data are collected in various industries, such as transportation, healthcare, hospitality, and logistics. The use of customer behavior data can improve the design activities of service firms. Despite the applicability of customer behavior data to service design, only a few studies have examined an approach to utilize customer behavior data in service design. This study proposes an approach for designing services with customer behavior data. The approach is based on a case study on eco-driving service design with the behavior data of bus drivers. This study extends the research on service design by demonstrating how customer behavior data are utilized for service design and assisting service designers in designing services with customer behavior data.
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Metadata
Title
Approach to service design based on customer behavior data: a case study on eco-driving service design using bus drivers’ behavior data
Authors
Min-Jun Kim
Chie-Hyeon Lim
Chang-Ho Lee
Kwang-Jae Kim
Yongsung Park
Seunghwan Choi
Publication date
10-04-2017
Publisher
Springer Berlin Heidelberg
Published in
Service Business / Issue 1/2018
Print ISSN: 1862-8516
Electronic ISSN: 1862-8508
DOI
https://doi.org/10.1007/s11628-017-0343-8

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