Design for the intelligent indoor guidance service for shopping mall based on TRIZ
With service innovation, the shopping mall industry should optimize their service process and provide more intelligent services to improve customer shopping experience, which serves as the catalyst for the industry development. To apply the service innovation to shopping mall, this study proposes a...
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| Format: | Theses and Dissertations |
| Language: | English |
| Published: |
2018
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| Online Access: | http://hdl.handle.net/10356/73321 |
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| Institution: | Nanyang Technological University |
| Language: | English |
| Summary: | With service innovation, the shopping mall industry should optimize their service process and provide more intelligent services to improve customer shopping experience, which serves as the catalyst for the industry development. To apply the service innovation to shopping mall, this study proposes a proposes a holistic service design approach based on TRIZ, termed as four Dimensions ( 40) service design model which includes four kinds of design approaches, namely TRIZ (Theory of Inventive Problem Solving), QFD (Quality function deployment), service blueprint and service maturity model, from four different dimensions. 40 service design model is presented in research framework and validated by case study of intelligent shopping mall design of U shopping mall in Taipei. The case study includes four phases: background analysis (BA), problem definition (PO), the problem resolution (PR), and the solution evaluation (SE). In the problem definition stage, the service blueprint of the initial service process of the shopping mall will be presented, and the problems will be analyzed. In the service resolution stage, the TRIZ contradiction analysis and the service blueprint of the shopping mall as it existed is depicted from the principles of problem resolution. In the solution evaluation stage, new service process will be proposed in the form of service blueprint, also, the maturity level of new service process is analyzed and compared to the existing process to figure out the capability of the new shopping services process. Furthermore, a shopping service app with six function modules is proposed. During the proof of service stage, the smart shopping app is proved to be useful in improving the customer shopping experience. |
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