A Customer Experience Mapping Model for Business Case Description of Innovation and Value Co-creation

Masaaki Kunigami, Takamasa Kikuchi, Hiroshi Takahashi, Takao Terano

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

We propose a mapping model for describing transition processes of customer experiences in business innovation cases. Named as System Experience Boundaries Map (SEBM), this mapping model mainly focuses on boundaries that constrain the customer latent experiences. SEBM also represents a customer-side process of business innovation as a resolution of those restrictions. Used with the Managerial Decision-Making Description Model previously presented, SEBM describes value co-creation processes between firms and customers, which involve user innovation in actual business cases. We are going to apply SEBM for log-analysis in business gaming facilitation.

Original languageEnglish
Title of host publicationAgents and Multi-Agent Systems
Subtitle of host publicationTechnologies and Applications 2021 - Proceedings of 15th KES International Conference, KES-AMSTA 2021
EditorsG. Jezic, J. Chen-Burger, M. Kusek, R. Sperka, R. J. Howlett, Lakhmi C. Jain, Lakhmi C. Jain, Lakhmi C. Jain
PublisherSpringer Science and Business Media Deutschland GmbH
Pages255-264
Number of pages10
ISBN (Print)9789811629938
DOIs
Publication statusPublished - 2021
Event15th International KES Conference on Agent and Multi-Agent Systems-Technologies and Applications, KES-AMSTA 2021 - Virtual, Online
Duration: 2021 Jun 142021 Jun 16

Publication series

NameSmart Innovation, Systems and Technologies
Volume241
ISSN (Print)2190-3018
ISSN (Electronic)2190-3026

Conference

Conference15th International KES Conference on Agent and Multi-Agent Systems-Technologies and Applications, KES-AMSTA 2021
CityVirtual, Online
Period21/6/1421/6/16

Keywords

  • Business case
  • Customer experiences
  • Formal description
  • User-innovation
  • Value Co-creation

ASJC Scopus subject areas

  • Decision Sciences(all)
  • Computer Science(all)

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