IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v13y2021i1p391-d474527.html
   My bibliography  Save this article

Identifying Service Opportunities Based on Outcome-Driven Innovation Framework and Deep Learning: A Case Study of Hotel Service

Author

Listed:
  • Sunghyun Nam

    (Samsung Research, Seoul 04763, Korea)

  • Sejun Yoon

    (Department of Information Systems, Hanyang University, Seoul 04763, Korea)

  • Nagarajan Raghavan

    (Engineering Product Development Pillar, Singapore University of Technology and Design (SUTD), Singapore 487372, Singapore)

  • Hyunseok Park

    (Department of Information Systems, Hanyang University, Seoul 04763, Korea)

Abstract

This research proposes a data-driven systematic method to discover service opportunities in a specific service sector. Specifically, the method quantitatively identifies the important but unsatisfied customer needs by analyzing online review data. To represent customer needs in a structured form, the job-to-be-done -based customer outcomes are adopted from the outcome-driven innovation (ODI) framework. Therefore, job-to-be-done information is extracted from the review data and is transformed into customer outcomes. The outcomes having high service opportunities are selected by metrics for quantifying the importance and satisfaction score of the outcomes. This paper conducted an empirical study for hotel service using relevant review data. The results show that the method can identify customer needs in hotel service—e.g., maximizing safety to pay price/deposit, and maximizing possibility to avoid waiting at lobby—and objectively prioritize strategic directions for service innovation. Therefore, the proposed method can be used as an intelligent tool for the effective development of a business strategy.

Suggested Citation

  • Sunghyun Nam & Sejun Yoon & Nagarajan Raghavan & Hyunseok Park, 2021. "Identifying Service Opportunities Based on Outcome-Driven Innovation Framework and Deep Learning: A Case Study of Hotel Service," Sustainability, MDPI, vol. 13(1), pages 1-25, January.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:1:p:391-:d:474527
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/13/1/391/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/13/1/391/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Hyun-Jeong Ban & Hayeon Choi & Eun-Kyong Choi & Sanghyeop Lee & Hak-Seon Kim, 2019. "Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data," Sustainability, MDPI, vol. 11(23), pages 1-13, November.
    2. Joohyung Lim & Sungchul Choi & Chiehyeon Lim & Kwangsoo Kim, 2017. "SAO-Based Semantic Mining of Patents for Semi-Automatic Construction of a Customer Job Map," Sustainability, MDPI, vol. 9(8), pages 1-17, August.
    3. Michael Fritsch & Pamela Mueller, 2004. "Effects of New Business Formation on Regional Development over Time," Regional Studies, Taylor & Francis Journals, vol. 38(8), pages 961-975.
    4. Mun, Changbae & Kim, Yongmin & Yoo, Donghyun & Yoon, Sejun & Hyun, Heesu & Raghavan, Nagarajan & Park, Hyunseok, 2019. "Discovering business diversification opportunities using patent information and open innovation cases," Technological Forecasting and Social Change, Elsevier, vol. 139(C), pages 144-154.
    5. Hyunseok Park & Janghyeok Yoon & Kwangsoo Kim, 2012. "Identifying patent infringement using SAO based semantic technological similarities," Scientometrics, Springer;Akadémiai Kiadó, vol. 90(2), pages 515-529, February.
    6. Michael Fritsch & Pamela Mueller & Antje Weyh, 2005. "Direct and indirect effects of new business formation on regional employment," Applied Economics Letters, Taylor & Francis Journals, vol. 12(9), pages 545-548.
    7. Hyunseok Park & Janghyeok Yoon, 2015. "A chance discovery-based approach for new product–service system (PSS) concepts," Service Business, Springer;Pan-Pacific Business Association, vol. 9(1), pages 115-135, March.
    8. Hyunseok Park & Janghyeok Yoon & Kwangsoo Kim, 2013. "Identification and evaluation of corporations for merger and acquisition strategies using patent information and text mining," Scientometrics, Springer;Akadémiai Kiadó, vol. 97(3), pages 883-909, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Justyna Witkowska & Sylwia Stachowska, 2021. "Competencies of Sales Employees as a Determinant of the Quality of Provided Services Based on the Insurance Market," European Research Studies Journal, European Research Studies Journal, vol. 0(2 - Part ), pages 841-855.
    2. Hanyang Luo & Wugang Song & Wanhua Zhou & Xudong Lin & Sumin Yu, 2023. "An Analysis Framework to Reveal Automobile Users’ Preferences from Online User-Generated Content," Sustainability, MDPI, vol. 15(18), pages 1-29, September.
    3. repec:ers:journl:v:xxiv:y:2021:i:2:p:841-855 is not listed on IDEAS

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Burhan Can Karahasan, 2014. "The Spatial Distribution Of New Firms:Can Peripheral Areas Escape From The Curse Of Remoteness?," Romanian Journal of Regional Science, Romanian Regional Science Association, vol. 8(2), pages 1-28, DECEMBER.
    2. Balázs Páger, 2014. "The entrepreneurial performance of the Central and Eastern European regions," ERSA conference papers ersa14p1631, European Regional Science Association.
    3. David Bruce Audretsch & Maksim Belitski & Georg Maximilian Eichler & Erich Schwarz, 2024. "Entrepreneurial ecosystems, institutional quality, and the unexpected role of the sustainability orientation of entrepreneurs," Small Business Economics, Springer, vol. 62(2), pages 503-522, February.
    4. Folorunsho M. Ajide & James T. Dada, 2023. "Poverty, entrepreneurship, and economic growth in Africa," Poverty & Public Policy, John Wiley & Sons, vol. 15(2), pages 199-226, June.
    5. Sierdjan Koster, 2007. "The Entrepreneurial And Replication Function Of New Firm Formation," Tijdschrift voor Economische en Sociale Geografie, Royal Dutch Geographical Society KNAG, vol. 98(5), pages 667-674, December.
    6. Michael Fritsch & Pamela Mueller & Antje Weyh, 2005. "Direct and indirect effects of new business formation on regional employment," Applied Economics Letters, Taylor & Francis Journals, vol. 12(9), pages 545-548.
    7. Mabel Pisá-Bó & José Fernando López-Muñoz & Josefina Novejarque-Civera, 2021. "The ever-changing socioeconomic conditions for entrepreneurship," International Entrepreneurship and Management Journal, Springer, vol. 17(3), pages 1335-1355, September.
    8. Azam Chaudhry & Maryiam Haroon, 2015. "The Economic Impact of New Firms in Punjab," Lahore Journal of Economics, Department of Economics, The Lahore School of Economics, vol. 20(Special E), pages 143-182, September.
    9. Bernal, Carolina & Prem, Mounu & Vargas, Juan F. & Ortiz, Mónica, 2024. "Peaceful entry: Entrepreneurship dynamics during Colombia’s peace agreement," Journal of Development Economics, Elsevier, vol. 166(C).
    10. Alessandra Colombelli & Emilio Paolucci & Elisabetta Raguseo & Gianluca Elia, 2024. "The creation of digital innovative start-ups: the role of digital knowledge spillovers and digital skill endowment," Small Business Economics, Springer, vol. 62(3), pages 917-937, March.
    11. David B. Audretsch & Maksim Belitski, 2015. "Creativity spillover of entrepreneurship: evidence from European cities," Chapters, in: Charlie Karlsson & Urban Gråsjö & Sofia Wixe (ed.), Innovation and Entrepreneurship in the Global Economy, chapter 6, pages 141-161, Edward Elgar Publishing.
    12. Fritsch, Michael, 2008. "Die Arbeitsplatzeffekte von Gründungen : ein Überblick über den Stand der Forschung (The employment effects of new businesses : a survey of the current state of research)," Zeitschrift für ArbeitsmarktForschung - Journal for Labour Market Research, Institut für Arbeitsmarkt- und Berufsforschung (IAB), Nürnberg [Institute for Employment Research, Nuremberg, Germany], vol. 41(1), pages 55-69.
    13. Otto, Anne & Fornahl, Dirk, 2008. "Long-term growth determinants of young businesses in Germany : effects of regional concentration and specialisation," IAB-Discussion Paper 200813, Institut für Arbeitsmarkt- und Berufsforschung (IAB), Nürnberg [Institute for Employment Research, Nuremberg, Germany].
    14. Rosa Caiazza & Maksim Belitski & David B. Audretsch, 2020. "From latent to emergent entrepreneurship: the knowledge spillover construction circle," The Journal of Technology Transfer, Springer, vol. 45(3), pages 694-704, June.
    15. Oliver Falck, 2007. "Mayflies and long-distance runners: the effects of new business formation on industry growth," Applied Economics Letters, Taylor & Francis Journals, vol. 14(12), pages 919-922.
    16. Lars Speckemeier & Dimitrios Tsivrikos, 2022. "Green Entrepreneurship: Should Legislators Invest in the Formation of Sustainable Hubs?," Sustainability, MDPI, vol. 14(12), pages 1-26, June.
    17. Josep Arauzo Carod & Daniel Liviano Solís & Mònica Martín Bofarull, 2008. "New business formation and employment growth: some evidence for the Spanish manufacturing industry," Small Business Economics, Springer, vol. 30(1), pages 73-84, January.
    18. Alexandra Tsvetkova & Jean-Claude Thill & Deborah Strumsky, 2014. "Metropolitan innovation, firm size, and business survival in a high-tech industry," Small Business Economics, Springer, vol. 43(3), pages 661-676, October.
    19. Masatoshi Kato, 2017. "Founders’ human capital and external knowledge sourcing: An absorptive capacity perspective for innovative start-ups," Discussion Paper Series 162, School of Economics, Kwansei Gakuin University, revised Jun 2017.
    20. Fang Han & Sejun Yoon & Nagarajan Raghavan & Hyunseok Park, 2022. "Investigating Company’s Technical Development Directions Based on Internal Knowledge Inheritance and Inventor Capabilities: The Case of Samsung Electronics," Sustainability, MDPI, vol. 14(5), pages 1-19, March.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:13:y:2021:i:1:p:391-:d:474527. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.