Search results for: service identification

Authors: Nafise Fareghzadeh

Abstract:

Service identification is one of the main activities in the modeling of a service-oriented solution, and therefore errors made during identification can flow down through detailed design and implementation activities that may necessitate multiple iterations, especially in building composite applications. Different strategies exist for how to identify candidate services that each of them has its own benefits and trade offs. The approach presented in this paper proposes a selective identification of services approach, based on in depth business process analysis coupled with use cases and existing assets analysis and goal service modeling. This article clearly emphasizes the key activities need for the analysis and service identification to build a optimized service oriented architecture. In contrast to other approaches this article mentions some best practices and steps, wherever appropriate, to point out the vagueness involved in service identification.

Keywords: SOA, service identification, service taxonomy, service layer.

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Authors: Asem M. Othman

Abstract:

The expansion of the hospitality industry is distinctive in the 21st century. Services, by nature, are intangible. Hence, service quality, in general, is a complicated process to be measured and evaluated. Hotels, as a service sector and part of the hospitality industry, are growing rapidly. This research paper was carried out to identify the quality determinants that may affect hotel guests’ service quality perception. In this research paper, each quality determinant will be discussed, illustrated, and justified thoroughly via a systematic literature review. This paper sets the stage to measure the significant influence of the service quality determinants on guest satisfaction. The knowledge contribution from this study proposes to practitioners and/or hotel service providers, fundamental elements to adopt the implications into their policies.

Keywords: Hotel service, service quality, quality determinants, quality management.

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Authors: Jieun Song, Taesung Kim, Sokjoon Lee, Howon Kim

Abstract:

Recently, the RFID (Radio Frequency Identification) technology attracts the world market attention as essential technology for ubiquitous environment. The RFID market has focused on transponders and reader development. But that concern has shifted to RFID software like as high-valued e-business applications, RFID middleware and related development tools. However, due to the high sensitivity of data and service transaction within the RFID network, security consideration must be addressed. In order to guarantee trusted e-business based on RFID technology, we propose a security enhanced RFID middleware system. Our proposal is compliant with EPCglobal ALE (Application Level Events), which is standard interface for middleware and its clients. We show how to provide strengthened security and trust by protecting transported data between middleware and its client, and stored data in middleware. Moreover, we achieve the identification and service access control against illegal service abuse. Our system enables secure RFID middleware service and trusted e-business service.

Keywords: RFID Middleware, ALE (Application Level Events), Security.

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Authors: Roberto Boselli, Mirko Cesarini, Mario Mezzanzanica

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The paper is concerned with relationships between SSME and ICTs and focuses on the role of Web 2.0 tools in the service development process. The research presented aims at exploring how collaborative technologies can support and improve service processes, highlighting customer centrality and value coproduction. The core idea of the paper is the centrality of user participation and the collaborative technologies as enabling factors; Wikipedia is analyzed as an example. The result of such analysis is the identification and description of a pattern characterising specific services in which users collaborate by means of web tools with value co-producers during the service process. The pattern of collaborative co-production concerning several categories of services including knowledge based services is then discussed.

Keywords: Service Interaction Patterns, Services Science, Web2.0 tools, Service Development Process.

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Authors: Hideki.Kobayashi, Hiroshi.Osada

Abstract:

The service industry accounts for about 70% of GDP of Japan, and the importance of the service innovation is pointed out. The importance of the system use and the support service increases in the information system that is one of the service industries. However, because the system is not used enough, the purpose for which it was originally intended cannot often be achieved in the CRM system. To promote the use of the system, the effective service method is needed. It is thought that the service model's making and the clarification of the success factors are necessary to improve the operation service of the CRM system. In this research the model of the operation service in the CRM system is made.

Keywords: Information system, Operation service, Serviceinnovation, Solution

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Authors: Chuang-Chun Chiou

Abstract:

Ageing population is a global trend; therefore the need of care service has been increasing dramatically. There are three basic forms of service delivered to the elderly: institution, community, and home. Particularly, the institutional service can be seen as an extension of medical service. The nursing home or so-called care home which is equipped with professional staff and facilities can provide a variety of service including rehabilitation service, short-term care, and long term care. Similar to hospital and other health care service, care home service do need to provide quality and cost-effective service to satisfy the dwellers. The main purpose of this paper is to show how lean thinking and service innovation can be applied to care home operation. The issues and key factors of implementing lean practice are discussed.

Keywords: Lean, Service improvement, SERVQUAL, Care home service.

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Authors: Nguyen Manh Hien

Abstract:

Service quality is the highest requirement by users,  especially for the service in electronic government. During the past  decades, it has become a major area of academic investigation.  Considering this issue, there are a lot of researches that evaluated the  dimensions and e-service contexts. This study also identified the  dimensions of service quality, but focuses on a new concept and  provides a new methodology in developing measurement scales of  e-service quality such as information quality, service quality and  organization quality. Finally, this study will suggest a key factor to  evaluate e-government service quality better.

 

Keywords: E-government, e-service, e-service quality, dimensionality.

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Authors: Dongjae Kang, Sokho Son, Jinmee Kim

Abstract:

Cloud service brokering is a new service paradigm that provides interoperability and portability of application across multiple Cloud providers. In this paper, we designed Cloud service brokerage system, anyBroker, supporting integrated service provisioning and SLA based service lifecycle management. For the system design, we introduce the system concept and whole architecture, details of main components and use cases of primary operations in the system. These features ease the Cloud service provider and customer’s concern and support new Cloud service open market to increase Cloud service profit and prompt Cloud service echo system in Cloud computing related area.

Keywords: Cloud service brokerage, multiple Clouds, Integrated service provisioning, SLA, network service.

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Authors: Ionel Stanculeanu, Theodor Borangiu

Abstract:

This paper presents a new approach in the identification of the quadrotor dynamic model using a black-box system for identification. Also the paper considers the problems which appear during the identification in the closed-loop and offers a technical solution for overcoming the correlation between the input noise present in the output

Keywords: System identification, UAV, prediction error method, quadrotor.

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Authors: Hwa-Jong Kim

Abstract:

In many countries, digital city or ubiquitous city (u-City) projects have been initiated to provide digitalized economic environments to cities. Recently in Korea, Kangwon Province has started the u-Kangwon project to boost local economy with digitalized tourism services. We analyze the limitations of the ubiquitous IT approach through the u-Kangwon case. We have found that travelers are more interested in quality over speed in access of information. For improved service quality, we are looking to develop an IT-convergence service design framework (ISDF). The ISDF is based on the service engineering technique and composed of three parts: Service Design, Service Simulation, and the Service Platform.

Keywords: Service design, service simulation, service platform, service design framework.

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Authors: Jun Luo, Weiguo Zhang., Dabin Qin

Abstract:

It is important to retain customer satisfaction in information technology services. When a service failure occurs, companies need to take service recovery action to recover their customer satisfaction. Although companies cannot avoid all problems and complaints, they should try to make up. Therefore, service failure and service recovery have become an important and challenging issue for companies. In this paper, the literature and the problems in the information technology services were reviewed. An integrated model of profit driven for the service failure and service recovery was established in view of the benefit of customer and enterprise. Moreover, the interaction between service failure and service recovery strategy was studied, the result of which verified the matching principles of the service recovery strategy and the type of service failure. In addition, the relationship between the cost of service recovery and customer-s cumulative value of service after recovery was analyzed with the model. The result attributes to managers in deciding on appropriate resource allocations for recovery strategies.

Keywords: service failure, service recovery, informationtechnology services

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Authors: Shian Wan, Yi-Chang Wang, Yu-Chien Lin

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This research discussed the various theories of service design, the importance of service design methodology, and the development of transformative service design framework. In this study, transformative service design is applied while building a new brand community service for women, children and infants retailing business. The goal is to enhance the brand recognition and customer loyalty, effectively increase the brand community engagement by embedding the brand community in social network and ultimately, strengthen the impact and the value of the company brand.

Keywords: Service design, transformative service design, brand community.

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Authors: Chuang-Chun Chiou, Chien-Ju Liu, Jenteng Tsai

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Due to the rise of aging population, effective utilization of healthcare resources has become an important issue. With the advance of ICT technology, the application of tele-healthcare service has received more attention than ever. The main purpose of this research is to investigate how to conduct innovative design for tele-healthcare service based on user-s perspectives. First, the healthcare service blueprint was used to describe the processes of tele-healthcare service delivery, and then construct PZB service quality gap model based on the literature and practitioners- interviews. Next, TRIZ theory is applied to implement service innovation. We found the proposed service innovation procedures can effectively improve the quality of service design.

Keywords: Tele-homecare, Service blueprint, TRIZ, PZB model

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Authors: Dawei Cai

Abstract:

This paper describes a design of earphone style wearable device that may provide an automatic guidance service for visitors. With both position information and orientation information obtained from NFC and terrestrial magnetism sensor, a high level automatic guide service may be realized. To realize the service, a algorithm for position detection using the packet from NFC tags, and developed an algorithm to calculate the device orientation based on the data from acceleration and terrestrial magnetism sensors called as MEMS. If visitors want to know some explanation about an exhibit in front of him, what he has to do is only move to the object and stands for a moment. The identification program will automatically recognize the status based on the information from NFC and MEMS, and start playing explanation content about the exhibit. This service should be useful for improving the understanding of the exhibition items and bring more satisfactory visiting experience without less burden.

Keywords: Wearable device, MEMS sensor, NFC, ubiquitous computing, guide system.

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Authors: Youngmee Shin, Hyunjoo Bae

Abstract:

In order to provide existing SOAP (Simple Object Access Protocol)-based Web services with users who are familiar with REST (REpresentational State Transfer)-style Web services, this paper proposes Web service providing method using Web service transformation. This enables SOAP-based service providers to define rules for mapping from RESTful Web services to SOAP-based ones. Using these mapping rules, HTTP request messages for RESTful services are converted automatically into SOAP-based service invocations. Web service providers need not develop duplicate RESTful services and they can avoid programming mediation modules per service. Furthermore, they need not equip mediation middleware like ESB (Enterprise Service Bus) only for the purpose of transformation of two different Web service styles.

Keywords: REST, SOAP, Web Services, Web ServiceTransformation.

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Authors: K. Alese Boniface, K. Adu Michael

Abstract:

Cybercrime is now becoming a big challenge in Nigeria apart from the traditional crime. Inability to identify perpetrators is one of the reasons for the growing menace. This paper proposes a design for monitoring internet users’ activities in order to curbing cybercrime. It requires redefining the operations of Internet Service Providers (ISPs) which will now mandate users to be authenticated before accessing the internet. In implementing this work which can be adapted to a larger scale, a virtual router application is developed and configured to mimic a real router device. A sign-up portal is developed to allow users to register with the ISP. The portal asks for identification information which will include bio-data and government issued identification data like National Identity Card number, et cetera. A unique username and password are chosen by the user to enable access to the internet which will be used to reference him to an Internet Protocol Address (IP Address) of any system he uses on the internet and thereby associating him to any criminal act related to that IP address at that particular time. Questions such as “What happen when another user knows the password and uses it to commit crime?” and other pertinent issues are addressed.

Keywords: Cybercrime, Sign-up Portal, Internet Service Provider (ISP), Internet Protocol Address (IP address).

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Authors: Purnomo Yustianto, Robin Doss, Suhardi, Novianto Budi Kurniawan

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As a term for characterizing a process of devising a service system, the term ‘service engineering’ is still regarded as an ‘open’ research challenge due to unspecified details and conflicting perspectives. This paper presents consolidated service engineering ontologies in collecting, specifying and defining relationship between components pertinent within the context of service engineering. The ontologies are built by way of literature surveys from the collected conceptual works by collating various concepts into an integrated ontology. Two ontologies are produced: general service ontology and software service ontology. The software-service ontology is drawn from the informatics domain, while the generalized ontology of a service system is built from both a business management and the information system perspective. The produced ontologies are verified by exercising conceptual operationalizations of the ontologies in adopting several service orientation features and service system patterns. The proposed ontologies are demonstrated to be sufficient to serve as a basis for a service engineering framework.

Keywords: Engineering, ontology, service, SoaML.

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Authors: Petr Vcelak, Jana Kleckova

Abstract:

Our Medicine-oriented research is based on a medical data set of real patients. It is a security problem to share patient private data with peoples other than clinician or hospital staff. We have to remove person identification information from medical data. The medical data without private data are available after a de-identification process for any research purposes. In this paper, we introduce an universal automatic rule-based de-identification application to do all this stuff on an heterogeneous medical data. A patient private identification is replaced by an unique identification number, even in burnedin annotation in pixel data. The identical identification is used for all patient medical data, so it keeps relationships in a data. Hospital can take an advantage of a research feedback based on results.

Keywords: DASTA, De-identification, DICOM, Health Level Seven, Medical data, OCR, Personal data

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Authors: M. Phankokkruad, K. Woraratpanya

Abstract:

This paper proposes a Web service and serviceoriented architecture (SOA) for a computer-adaptive testing (CAT) process on e-learning systems. The proposed architecture is developed to solve an interoperability problem of the CAT process by using Web service. The proposed SOA and Web service define all services needed for the interactions between systems in order to deliver items and essential data from Web service to the CAT Webbased application. These services are implemented in a XML-based architecture, platform independence and interoperability between the Web service and CAT Web-based applications.

Keywords: Web service, service-oriented architecture, computer-adaptive testing, e-learning, interoperability

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Authors: Eleonora Tudora, Adriana Alexandru

Abstract:

The radio frequency identification (RFID) is a technology for automatic identification of items, particularly in supply chain, but it is becoming increasingly important for industrial applications. Unlike barcode technology that detects the optical signals reflected from barcode labels, RFID uses radio waves to transmit the information from an RFID tag affixed to the physical object. In contrast to today most often use of this technology in warehouse inventory and supply chain, the focus of this paper is an overview of the structure of RFID systems used by RFID technology and it also presents a solution based on the application of RFID for brand authentication, traceability and tracking, by implementing a production management system and extending its use to traders.

Keywords: RFID, RFID Tag, Electronic Product Code (EPC), EPC network, Object Naming Service (ONS), Authentication, Traceability.

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Authors: Hamed Masoumi, Seyed Mohsen Safavi, Zahra Khani

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In this paper, an automated system is presented for identification and separation of plastic resins based on near infrared (NIR) reflectance spectroscopy. For identification and separation among resins, a "Two-Filter" identification method is proposed that is capable to distinguish among polyethylene terephthalate (PET), high density polyethylene (HDPE), polyvinyl chloride (PVC), polypropylene (PP) and polystyrene (PS). Through surveying effects of parameters such as surface contamination, sample thickness, label and cap existence, it was obvious that the "Two-Filter" method has a high efficiency in identification of resins. It is shown that accurate identification and separation of five major resins can be obtained through calculating the relative reflectance at two wavelengths in the NIR region.

Keywords: Identification, Near Infrared, Plastic, Separation, Spectroscopy

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Authors: Amol A. Talankar, Prakash Verma, Nitin Seth

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The purpose of this study is to identify the critical success factors (CSFs) for the effective implementation of Six Sigma in non-formal service Sectors.

Based on the survey of literature, the critical success factors (CSFs) for Six Sigma have been identified and are assessed for their importance in Non-formal service sector using Delphi Technique. These selected CSFs were put forth to the panel of expert to cluster them and prepare cognitive map to establish their relationship.

All the critical success factors examined and obtained from the review of literature have been assessed for their importance with respect to their contribution to Six Sigma effectiveness in non formal service sector.

The study is limited to the non-formal service sectors involved in the organization of religious festival only. However, the similar exercise can be conducted for broader sample of other non-formal service sectors like temple/ashram management, religious tours management etc.

The research suggests an approach to identify CSFs of Six Sigma for Non-formal service sector. All the CSFs of the formal service sector will not be applicable to Non-formal services, hence opinion of experts was sought to add or delete the CSFs. In the first round of Delphi, the panel of experts has suggested, two new CSFs-“competitive benchmarking (F19) and resident’s involvement (F28)”, which were added for assessment in the next round of Delphi.  One of the CSFs-“fulltime six sigma personnel (F15)” has been omitted in proposed clusters of CSFs for non-formal organization, as it is practically impossible to deploy full time trained Six Sigma recruits.

Keywords: Critical success factors (CSFs), Quality assurance, non-formal service sectors, Six Sigma.

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Authors: Aliya Idrissova

Abstract:

Civil service (public administration) is an important social institution of society properties. Civil service institution had a significant impact on modernization processes in Kazakhstan through ensuring the functioning of all the subsystems of social life. This article is an attempt to analyze the reforms of public service institution in Kazakhstan and to assess its influence on modernization processes.

Keywords: Civil service, Kazakhstan, modernization, a national model of civil service, civil service reforms, bureaucracy.

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Authors: M. Mohemmed Sha, T. Manesh, A. Mohamed Mustaq Ahmed

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In this corporate world, the technology of Web services has grown rapidly and its significance for the development of web based applications gradually rises over time. The success of Business to Business integration rely on finding novel partners and their services in a global business environment. However, the selection of the most suitable Web service from the list of services with the identical functionality is more vital. The satisfaction level of the customer and the provider’s reputation of the Web service are primarily depending on the range it reaches the customer’s requirements. In most cases, the customer of the Web service feels that he is spending for the service which is undelivered. This is because the customer always thinks that the real functionality of the web service is not reached. This will lead to change of the service frequently. In this paper, a framework is proposed to evaluate the Quality of Service (QoS) and its cost that makes the optimal correlation between each other. In addition, this research work proposes some management decision against the functional deviancy of the web service that is guaranteed at time of selection.

Keywords: Web service, service level agreement, quality of a service, cost of a service, QoS, CoS, SOA, WSLA, WsRF.

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Authors: Shuki Dror

Abstract:

This work discusses an innovative methodology for deployment of service quality characteristics. Four groups of organizational features that may influence the quality of services are identified: human resource, technology, planning, and organizational relationships. A House of Service Quality (HOSQ) matrix is built to extract the desired improvement in the service quality characteristics and to translate them into a hierarchy of important organizational features. The Mean Square Error (MSE) criterion enables the pinpointing of the few essential service quality characteristics to be improved as well as selection of the vital organizational features. The method was implemented in an engineering supply enterprise and provides useful information on its vital service dimensions.

Keywords: HOQ, organizational features, service quality.

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Authors: Noorfakhriah Yaakub, Madzlan Napiah

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Public bus service plays a significant role in our society as people movers and to facilitate travels within towns and districts. The quality of service of public bus is always being regarded as poor, or rather, underestimated as second class means of transportation. Reliability of service, or the ability to deliver service as planned, is one key element in perceiving the quality of bus service and the punctuality index is one of the performance parameters in determining the service reliability. This study concentrates on evaluating the reliability performance of bus operation using punctuality index assessment. A week data for each of six city bus routes is recorded using the on-board methodology to calculate the punctuality index for city bus service in Kota Bharu. The results revealed that the punctuality index for the whole city bus network is 94.25% (LOS B).

Keywords: Punctuality Index, Reliability Performance, Service Performance.

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Authors: Chih-Neng Liang, Huang-Bin Huang, Bo-Chiuan Chen

Abstract:

Nowadays, keyless entry systems are widely adopted for vehicle immobilizer systems due to both advantages of security and convenience. Keyless entry systems could overcome brute-force key guessing attack, statistics attack and masquerade attack, however, they can't prevent from thieves stealing behavior. In this paper, we proposed a new architecture try to improve the existent flaws. The integration of the keyless entry system and the fingerprint identification technology is more suitable to implement on the portable transponder to achieve higher security needs. We also adopt and modify AES security protocol for life expectancy and security of the portable transponder. In addition, the identification of a driver's fingerprint makes the service of automatic reinstatement of a driver's preferences become possible. Our design can satisfy not only the three kinds of previous illegal attacks, but also the stealing situation. Furthermore, many practical factors, such as costs, life expectancy and performance, have been well considered in the design of portable transponder.

Keywords: Keyless entry-system, fingerprint identification, AES security protocol, vehicle immobilizer system.

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Authors: Azah Kamilah Muda, Siti Mariyam Shamsuddin, Maslina Darus

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Writer identification is one of the areas in pattern recognition that attract many researchers to work in, particularly in forensic and biometric application, where the writing style can be used as biometric features for authenticating an identity. The challenging task in writer identification is the extraction of unique features, in which the individualistic of such handwriting styles can be adopted into bio-inspired generalized global shape for writer identification. In this paper, the feasibility of generalized global shape concept of complimentary binding in Artificial Immune System (AIS) for writer identification is explored. An experiment based on the proposed framework has been conducted to proof the validity and feasibility of the proposed approach for off-line writer identification.

Keywords: Writer identification, generalized global shape, individualistic, pattern recognition.

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Authors: Ming-Wen Hsu, Yaw-Kuang Chen, Che-Ming Chiang, Shin-Ku Lee

Abstract:

This research explores visitor-s expectations of service quality in intelligent living space showroom – Living 3.0 in Taiwan. Based on the five dimensions of PZB service quality, a specialist questionnaire is utilized to establish a complete service quality evaluation framework for Living 3.0. In this research, analysis hierarchy process (AHP) is applied to find the relative weights among the criteria. Finally, the service quality evaluation framework and evaluation results can be used as a guide for Living 3.0 proprietors to review, improve, and enhance service planning and service qualities in the future.

Keywords: Analysis Hierarchy Process (AHP), Service quality, Intelligent living space.

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Authors: Yongyoon Suh, Chulhyun Kim, Moon-soo Kim

Abstract:

As the trend of manufacturing is being dominated depending on services, products and processes are more and more related with sophisticated services. Thus, this research starts with the discussion about integration of the product, process, and service in the innovation process. In particular, this paper sets out some foundations for a theory of service innovation in the field of manufacturing, and proposes the dynamic model of service innovation related to product and process. Two dynamic models of service innovation are suggested to investigate major tendencies and dynamic variations during the innovation cycle: co-innovation and sequential innovation. To structure dynamic models of product, process, and service innovation, the innovation stages in which two models are mainly achieved are identified. The research would encourage manufacturers to formulate strategy and planning for service development with product and process.

Keywords: dynamic model, service innovation, service innovation models, innovation cycle, manufacturing industry.

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