A Method for Supporting Service Design Based on Multiple Domain Knowledge

Abstract

Recently, it has become increasingly important to provide customers with highly creative services to attain differentiation from competing firms. Fulfilling customer requirements with such creative service contents is an effective way to differentiate a firm’s services from those of its competitors. However, there have been few studies that directly support the creation of new service contents, e.g., service design support using information-processing technology for knowledge by the computer. It is valid for service providers to acquire creative service design solutions that fulfill customer requirements. In this paper, we propose a support method to fulfill customer requirements for a target service by using the functions of another type of service. This method supports the acquisition of new service design solutions on the basis of the similarity with the customer requirements or functions of different services. The proposed method is verified by applying it to an existing service case.