Customized and knowledge-centric service design model integrating case-based reasoning and TRIZ

作者：

Highlights：

• A novel knowledge-centric innovative service design model is proposed.

• The model integrated case-based reasoning and TRIZ method to generate abundant ideas.

• CBR and TRIZ contradiction analysis are conducted to construct a functional knowledge hierarchy.

• Quality function deployment analysis is conducted to evaluate and determine new service functions.

• The case study of developing a new shopping navigation service for a shopping mall are presented.

摘要

•A novel knowledge-centric innovative service design model is proposed.•The model integrated case-based reasoning and TRIZ method to generate abundant ideas.•CBR and TRIZ contradiction analysis are conducted to construct a functional knowledge hierarchy.•Quality function deployment analysis is conducted to evaluate and determine new service functions.•The case study of developing a new shopping navigation service for a shopping mall are presented.

论文关键词：Service design,Theory of Inventive Problem-Solving (TRIZ),Case-Based Reasoning (CBR),Shopping navigation service

论文评审过程：Received 3 May 2019, Revised 4 October 2019, Accepted 26 October 2019, Available online 31 October 2019, Version of Record 7 November 2019.

论文官网地址：https://doi.org/10.1016/j.eswa.2019.113062