Chiehyeon Lim

Cities worldwide are attempting to transform themselves into smart cities. Recent cases and studies show that a key factor in this transformation is the use of urban big data from stakeholders and physical objects in cities. However, the knowledge and framework for data use for smart cities remain relatively unknown. This paper reports findings from an analysis of various use cases of big data in cities worldwide and the authors' four projects with government organizations toward developing smar

Service is a key context for the application of IT, as IT digitizes information interactions in service and facilitates value creation, thereby contributing to service innovation. The recent proliferation of big data provides numerous opportunities for information-intensive services (IISs), in which information interactions exert the greatest effect on value creation. In the modern data-rich economy, understanding mechanisms and related factors of data-based value creation in IISs is essential f

Smart service systems are everywhere, in homes and in the transportation, energy, and healthcare sectors. However, such systems have yet to be fully understood in the literature. Given the widespread applications of and research on smart service systems, we used text mining to develop a unified understanding of such systems in a data-driven way. Specifically, we used a combination of metrics and machine learning algorithms to preprocess and analyze text data related to smart service systems, inc

Industry 4.0 has attracted considerable interest from firms, governments, and individuals as the new concept of future computer, industrial, and social systems. However, the concept has yet to be fully explored in the scientific literature. Given the topic's broad scope, this work attempts to understand and clarify Industry 4.0 by analyzing 660 journal papers and 3,901 news articles through text mining with unsupervised machine learning algorithms. Based on the results, this work identifies 31 r

Purpose The proliferation of (big) data provides numerous opportunities for service advances in practice, yet research on using data to advance service is at a nascent stage in the literature. Many studies have discussed phenomenological benefits of data to service. However, limited research describes managerial issues behind such benefits, although a holistic understanding of the issues is essential in using data to advance service in practice and provides a basis for future research. The purpo

There have been many attempts to transform cities into smart cities worldwide. However, it is difficult to understand and describe smart cities from different perspectives, given the widespread application of the concept of smart city in diverse disciplines, such as urban planning, electronic engineering, and computer sciences. This work conducted a comprehensive smart city literature review based on text mining of 3,315 papers on smart cities published in journals indexed in the Science Citatio

Purpose The proliferation of customer-related data provides companies with numerous service opportunities to create customer value. The purpose of this study is to develop a framework to use this data to provide services. Design/methodology/approach This study conducted four action research projects on the use of customer-related data for service design with industry and government. Based on these projects, a practical framework was designed, applied, and validated, and was further refined by an

Product-based companies worldwide attempt to integrate services into their offerings, embarking on “servitization” as a key strategy. These days, the acceleration of technological innovation (i.e., Industry 4.0) has triggered an emerging IT-driven business paradigm called digital servitization or smart product-service system (PSS) that embeds Industry 4.0 technologies. As a result of these developments, related literature has expanded across different disciplines in recent years. However, unders

Information-intensive service (IIS) is a type of service in which information interactions have the most effect on service value creation. Recent innovations of information and communication technology have created various types of IISs, and the literature argues that IIS should be a research priority in this information economy. This research proposes a new service blueprinting framework specialized to IISs, called the Information Service Blueprint. The framework user can succinctly capture the

Determining the importance values of service features is necessary to prioritize the points in service quality management and improvement. Existing studies have used linearly additive relationship models to estimate service feature importance, such as linear and logistic regression. This traditional approach is interpretable but often limited in terms of model fitness and prediction performance. Meanwhile, modern advanced machine learning models provide high fitness and performance but often lac

Experience-centric service (ExS) is a type of service through which customers experience emotionally appealing events and activities that result in distinctive memory. The literature argues that ExS design should be a research priority in this experience economy, yet little is known on how to articulate ExSs in their design. This paper proposes a tool called Experience Design Board for visualizing an ExS delivery process as a basis for its analysis and design. The tool is a matrix-shaped board w