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Service Mining by Wei-Lun Chang

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Introduction

Service industry currently dominates the contribution to GDP for most countries. The focus has shifted from manufacturing to service. Many companies attempted to explore the services sector and as a result many innovative services emerged in the past decade. Therefore, delving deeper to look at services is important to companies. Traditional service marketing and service science attempted to help companies understand what customers think and how companies dealt with problems. However, a holistic framework and viewpoint to explore services differently is needed. Service mining provides a different perspective into the ­services industry. Professionals and practitioners also need various mindsets to investigate and analyze the evidence ...

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