Service Innovation Based On Customer Usage Data

With the rapid development of mobile Internet technology and the wide application of mobile intelligent devices,people have been into the mobile internet era in which the network is moving with the people.With the fast-developing mobile Internet,the mobile application and the mobile hardware are developing rapidly.The characteristic of ?Mobile? makes the interaction of the mobile application and the customer occurs in many kinds of contexts.The mobile application as the new carrier of service,it has accelerated the development of modern service industries.Although the mobile application hasquickly developed into people's lives,there are still some problems in the mobile application development.A high degree of homogenization of the mobile applications,the high rate of mobile applications‘mortality and the low retention rate are the common problems of the mobile application.There is a new trend that customer abandons some mobile application once after they use it.In the face of fierce competition and challenge,the mobile Internet Company should have the ability to innovation so as to guarantee its own mobile Internet products‘competitiveness in the market.As Customer participation is the most important characteristic of the service management and customer is the most crucial resource in service innovation,this paper wanted to study the relationship between the customer participation and the service innovation based on the mobile internet era and hopes the study can help the company to seize the opportunities in the mobile Internet era and use the customer resources to improve the service innovation ability of the company so as to improve the competitiveness of the company which is of great significance to the rapid development of the service industries in mobile era.Currently,many Chinese and foreign scholars have do some research on the relationship between the customer participation and service innovation in the service innovation field,but that based on the mobile internet era is less.According to this,this paper choose the smartphone voice assistant which is known as "mobile Internet entrance" as the research object and based on the features of the mobile Internet and the voice assistant,the paper is made based on the literature reviews of presented research and using the data analysis methods to analyze the process of customer participation in service innovation in the mobile Internet era based on the smartphone voice assistant.And then,the paper also considers the effect of the context in the process of customer participation in service innovation.This study has enriched the study of customer participation in service innovation.Last but not least,this paper utilized the data of customer using the smartphone voice assistant to do some data analysis and with the design of user interface,for example,to utilize the information about customer preference in different contexts in the design of user interface and the design of the guide language so as to help the customer to use the smartphone voice assistant well and encourage the customer to interact with the smartphone voice assistant more frequently.Thanks to the mobile Internet technologies,when the customer is using the smartphone voice assistant,they give some ideas and perspectives about service innovation to the company without knowing it at the same time.