An innovation service system and personalized recommendation for customer-product interaction life cycle in smart product service system

Abstract

Under the background of the continuous upgrading of customers' personalized needs, enterprises will carry out a series of transformation and upgrading into mass personalization model to adapt to the flexible and changeable market environment, and meet customers' needs. Moreover, the service for customers based on Customer-product Interaction Life Cycle (CILC) is a new innovation service, which is gradually evolved from the pursuit of general functional requirements of products to the smart product service system (SPSS) based on customer participation in product manufacturing and customer-product interaction. Therefore, this paper studies the innovation service system for CILC in SPSS under the new model of mass personalization. Firstly, a comprehension service system for CILC in SPSS is proposed to provide the top-level framework and decision-making of service for enterprises. Secondly, a personalized service recommendation for CILC in SPSS based on improved collaborative filtering algorithm is proposed to realize the recommendation, expansion and value-added of service resources for enterprises. Thirdly, a calculation example of personalized service recommendation for CILC in SPSS is giving. The service system for CILC in SPSS proposed in this paper is an extension and supplement to the theory of SPSS. At the same time, the research of this paper can give a reference for enterprise to plan, set, select, carry out, and maintain service items for CILC in SPSS.