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Development of a service evolution map for service design through application of text mining to service documents

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Abstract

As digital convergence has proliferated and products have become smarter, various service concepts have emerged based on the capabilities of products. It has become a main concern to illuminate historical changes and status of service concepts according to the utilisation of product elements to provide valuable information for service development. However, a lacuna still remains in the literature regarding a systematic and quantitative approach on this problem. This study proposes a service evolution map as a tool for analysing the evolutionary paths of service concepts based on the utilisation of product elements. The proposed service evolution map consists of two layers with the time dimension: a product element layer for the utilisation of product elements and a service concept layer for the evolutionary paths of service concepts. Based on the service documents describing what the services are, text mining, co-word analysis, and modified formal concept analysis are employed to develop the product element and service concept layers, respectively. A case study of mobile application services is presented to illustrate the proposed approach. This study is expected to be a basis of future research on the interaction between products and services and service concept design based on the creative utilisation of product elements.

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Notes

  1. Mathematically, a super- and sub-concept relation is represented by ≤ and defined as: (OS1, AS1) ≤ (OS2, AS2) if OS1 ⊆ OS2 (which is equivalent to AS2 ⊆ AS1), where (OS1, AS1) is a sub-concept of (OS2, AS2) and (OS2, AS2) is a super-concept of (OS1, AS1).

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Acknowledgements

This work was supported by the National Research Foundation of Korea (NRF) grant funded by the Korea government (MSIP) (NO.2011-0030814).

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Authors and Affiliations

  1. Innovation Strategy Division, Korea Institute of Industrial Technology, 89 Yangdaegiro-gil, Ipjang-myeon, Seobuk-gu, Cheonan-si, Chungcheongnam-do, 31056, Republic of Korea

    Bomi Song

  2. Department of Industrial and Systems Engineering, Dongguk University-Seoul, Pil-dong 3 ga, Chung-gu, Seoul, 04620, Republic of Korea

    Byungun Yoon

  3. School of Business Administration, Ulsan National Institute of Science and Technology, 50 UNIST-gil, Ulju-gun, Ulsan, 44919, Republic of Korea

    Changyong Lee

  4. Department of Industrial Engineering, School of Engineering, Seoul National University, 1 Gwanak-ro, Gwanak-gu, Seoul, 08826, Republic of Korea

    Yongtae Park

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  1. Bomi Song
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Correspondence to Yongtae Park.

Appendix: Pseudo-code of extracting relevant information from the service documents

Appendix: Pseudo-code of extracting relevant information from the service documents

Input: SD is the set of service documents in html.

Output: EI = {SN, SD, CT, DE} is the set of extracted information from the service document.

  • sn ∈ SN is the service name.

  • sd ∈ SD is the launch date.

  • ct ∈ CT is the category.

  • de ∈ DE is the description.

Function ExtractingInformation (SD)

Define PR = {PR_SN, PR_SD, PR_CT, PR_DE}, the set of pattern rules to identify relevant information from the service documents.

  • PR_SN is the pattern rule for the service name.

  • PR_SD is the pattern rule for the launch date.

  • PR_CT is the pattern rule for the category.

  • PR_DE is the pattern rule for the description.

  • For each sd ∈ SD do

    • Find the parts that are matched with PR

      • If the pattern is matched with PR_SN,

        • Extract the pattern and insert it to the value of sn after removing html tags

      • If the pattern is matched with PR_SD,

        • Extract the pattern and insert it to the value of sd after removing html tags

      • If the pattern is matched with PR_CT,

        • Extract the pattern and insert it to the value of ct after removing html tags

      • If the pattern is matched with PR_DE,

        • Extract the pattern and insert it to the value of de after removing html tags

Return E

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Song, B., Yoon, B., Lee, C. et al. Development of a service evolution map for service design through application of text mining to service documents. Res Eng Design 28, 251–273 (2017). https://doi.org/10.1007/s00163-016-0240-5

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  • DOI: https://doi.org/10.1007/s00163-016-0240-5

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