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Service Mining by Wei-Lun Chang

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Chapter 1

Framework and Opportunities of Service Mining

The evolution of services from the 1980s to 2000s has proved that information technology (IT) not only lowers the cost of service but also creates avenues to enhance revenue through services.1 Companies now increase their revenue through IT-based services and they face marketing challenges for e-service through different channels.2 The new type of services (IT-enabled) and e-services have several features, such as being mobile, flexible, interactive, and interchangeable.3 E-services provide a viable alternative for overcoming obstacles faced by traditional services industry. The essential change in the way services are delivered also forces ­companies to innovate, design, and deliver services ...

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