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Author

Lim, Chiehyeon
Service Systems Lab
Research Interests
  • Smart service systems, Service-oriented data analytics, Service operations, Service design, Decision science, Personal process management

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Using data to advance service: managerial issues and theoretical implications from action research

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Title
Using data to advance service: managerial issues and theoretical implications from action research
Author
Lim, ChiehyeonKim, Min-JunKim, Ki-HunKim, Kwang-JaeMaglio, Paul P.
Keywords
Big data; Action research; Data-use; Service advancement; Managerial issue; Theoretical implication
Issue Date
201801
Publisher
EMERALD GROUP PUBLISHING LTD
Citation
JOURNAL OF SERVICE THEORY AND PRACTICE, v.28, no.1, pp.99 - 128
Abstract
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 purpose of this paper is to address this research gap. Design/methodology/approach: “Using data to advance service” is about change in organizations. Thus, this study uses action research methods of creating real change in organizations together with practitioners, thereby adding to scientific knowledge about practice. The authors participated in five service design projects with industry and government that used different data sets to design new services. Findings: Drawing on lessons learned from the five projects, this study empirically identifies 11 managerial issues that should be considered in data-use for advancing service. In addition, by integrating the issues and relevant literature, this study offers theoretical implications for future research. Originality/value: “Using data to advance service” is a research topic that emerged originally from practice. Action research or case studies on this topic are valuable in understanding practice and in identifying research priorities by discovering the gap between theory and practice. This study used action research over many years to observe real-world challenges and to make academic research relevant to the challenges. The authors believe that the empirical findings will help improve service practices of data-use and stimulate future research.
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DOI
http://dx.doi.org/10.1108/JSTP-08-2016-0141
ISSN
2055-6225
Appears in Collections:
SME_Journal Papers

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