Premium
Design of service systems using a knowledge‐based approach
Author(s) -
Kaner Maya,
Karni Reuven
Publication year - 2007
Publication title -
knowledge and process management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.341
H-Index - 44
eISSN - 1099-1441
pISSN - 1092-4604
DOI - 10.1002/kpm.292
Subject(s) - conceptualization , service (business) , computer science , taxonomy (biology) , class (philosophy) , knowledge management , service design , tertiary sector of the economy , product service system , service system , product (mathematics) , conceptual model , process management , service delivery framework , business , artificial intelligence , marketing , mathematics , business model , botany , geometry , database , biology
The service industry makes up an increasingly large proportion of modern economies. Despite the importance and expansion of this sector the topic of new service development, as opposed to new product development, has been largely neglected. One of the crucial steps in new service development is the conceptualization of a service concept: a qualitative description of a future service system in terms of its objects, their attributes, and possible values for these attributes. Our knowledge framework, as described in the following paper, encompasses a five‐level taxonomy of service objects: major class, main class, minor class, attribute, and value. We further suggest several knowledge‐based processes for applying the framework to the conceptual design of a new service, drawing upon model‐based reasoning and case‐based reasoning. Copyright © 2007 John Wiley & Sons, Ltd.