Service Mining, livre ebook

The shifting focus of service from the 1980s to 2000s
has proved that IT not only lowers the cost of service
but creates avenues to enhance and increase revenue
through service. The new type of service, e-service,
is mobile, flexible, interactive, and interchangeable.
While service science provides an avenue for future
service researches, the specific research areas from
the IT perspective still need to be elaborated.
This book introduces a novel concept—service
mining—to address several research areas from
technology, model, management, and application
perspectives. Service mining is defined as “a systematical
process including service discovery, service
experience, service recovery, and service retention
to discover unique patterns and exceptional
values within the existing services.”
The goal of service mining is similar to data mining,
text mining, or web mining, and aims to “detect
something new” from the service pool. The major
difference is the feature of service is quite distinct
from the mining target, like data or text.
This book devises concepts of service mining and
identifies the possible applications. The author provides
a roadmap of service mining to researchers,
managers, and marketers in service sectors.
Introduction ..........................................................................................ix
Chapter 1 Framework and Opportunities of Service Mining...............1
Chapter 2 Mining Customer Value on Services.................................13
Chapter 3 Mining the Price of Service...............................................23
Chapter 4 Mining Cooperation of Services.......................................31
Chapter 5 Mining Services in Customer Relationship
Management.....................................................................41
Chapter 6 Discovering Service Failure and Recovery.........................55
Chapter 7 Mining Service Brands......................................................67
Chapter 8 Toward Service Idealism....................................................77
Conclusion ...........................................................................................89
Notes ...................................................................................................91
References .............................................................................................95
Index .................................................................................................103