Abstract
A group of customers and employees can be recognized as a community, which is a social group sharing common interest or purpose. In order to observe, model, and intervene in actual services, we have to participate in real communities. We present case studies of real services, in which service operations are improved using advanced technologies such as customer modeling using Bayesian networks, latent class analysis, open service field POS, sensor fusion, and visualization.
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Motomura, Y., Kurata, T., Yamamoto, Y. (2016). Community-Based Participatory Service Engineering: Case Studies and Technologies. In: Kwan, S., Spohrer, J., Sawatani, Y. (eds) Global Perspectives on Service Science: Japan. Service Science: Research and Innovations in the Service Economy. Springer, New York, NY. https://doi.org/10.1007/978-1-4939-3594-9_5
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DOI: https://doi.org/10.1007/978-1-4939-3594-9_5
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