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Needmining: Towards Analytical Support for Service Design

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Exploring Services Science (IESS 2016)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 247))

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Abstract

The identification of customer needs is an important task for Service Design. The paper proposes an approach for automatically detecting customer needs from micro blog data (e.g. Twitter). It shows first results on identification models and lays the foundation for future research in this field.

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Acknowledgments

The author would like to thank Lisa Schmittecker for her support in the field of need elicitation, Jan Scheurenbrand for his support in implementing the Needmining tool, Marc Goutier for his support with first clustering attempts as well as Gerhard Satzger for his general support.

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Authors and Affiliations

  1. Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology (KIT), Englerstr. 11, 76131, Karlsruhe, Germany

    Niklas Kuehl

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  1. Niklas Kuehl
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Correspondence to Niklas Kuehl .

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Editors and Affiliations

  1. Faculty of Automatic Control & Computers, University Politehnica of Bucharest, Bucharest, Romania

    Theodor Borangiu

  2. Faculty of Automatic Control & Computers, University Politehnica of Bucharest, Bucharest, Romania

    Monica Dragoicea

  3. Faculty of Engineering - FEUP, University of Porto, Porto, Portugal

    Henriqueta Nóvoa

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Kuehl, N. (2016). Needmining: Towards Analytical Support for Service Design. In: Borangiu, T., Dragoicea, M., Nóvoa, H. (eds) Exploring Services Science. IESS 2016. Lecture Notes in Business Information Processing, vol 247. Springer, Cham. https://doi.org/10.1007/978-3-319-32689-4_14

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  • DOI: https://doi.org/10.1007/978-3-319-32689-4_14

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-32688-7

  • Online ISBN: 978-3-319-32689-4

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