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Lee, Changyong
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Stochastic service life cycle analysis using customer reviews

Author(s)
Kim, JuramLee, Changyong
Issued Date
2017-04
DOI
10.1080/02642069.2017.1316379
URI
https://scholarworks.unist.ac.kr/handle/201301/22154
Fulltext
http://www.tandfonline.com/doi/abs/10.1080/02642069.2017.1316379?journalCode=fsij20
Citation
SERVICE INDUSTRIES JOURNAL, v.37, no.5-6, pp.296 - 316
Abstract
This study proposes a stochastic service life cycle analysis to gauge where a service is in its life cycle and to give forecasts about its future prospects. We employ customer review data to measure customer-oriented service maturity and use a hidden Markov model to estimate the probability of a service being at a certain stage of its life cycle. Based on this, we also develop three indicators to represent the future prospects of a service’s life cycle progression. The main advantages of the proposed approach lie in its ability to model different shapes of life cycles without any supplementary information and to examine a wide range of services at acceptable levels of time and cost. We believe our method will assist firms in building stage-customised post-launch service strategies. A case study of mobile game services in the Apple App Store is presented.
Publisher
ROUTLEDGE JOURNALS
ISSN
0264-2069

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