Research On Service Innovation Of Online Ride-hailing Based On TRIZ Theory In The Sharing Economy

The vigorous development of the sharing economy(Sharing Economy)has revitalized the idle resources of the society,enhanced the operating efficiency of the whole economic society and adapt to the change of the energy crisis and the consumption concept.But this new economic model also has created many problems that can not be ignored.For example,in the field of online ride-hailing service,drivers’ occupation quality is uneven compared to the traditional taxi service which result in passengers’ frequent complaints about poor service,passengers’ safety lacks legal guarantee mechanism when they carpool with strangers,both drivers and passengers facing the leakage of personal privacy information and so on.In view of all sorts of controversy in recent years network about online ride-hailing,whether the service quality and users’ experience can persevere to optimize has become an important factor to the success of online ride-hailing service.Besides,the improvement of service quality depends on excellent service design to a very great extent.Therefore,this study started from the service design and innovation,our purpose is: based on the perspective of service science,aiming at the exiting problems of online ride-hailing service,to construct the theoretical framework of service innovation under sharing economy and provides the mentality and the practice reference for operations management and service marketing management.The main contents of this study include:(1)Constructed the theoretical framework of service innovation.Through the integration of service blueprint and TRIZ theory and its applicability in service design,this paper puts forward the theoretical framework of service innovation model for sharing economic.we leverage the customer-oriented service blueprint to describe the process of sharing economic service and imported the theory of inventive problem solving,TRIZ.We adjusted technical parameters and innovation principle to the field of service,try to construct the service conflict matrix to solve the problem and finally achieve service innovation through the improvement of service process.(2)Analysis of service process and service issues.Firstly,use service blueprint to describe the entire process of online ride-hailing services.Secondly,leverage the python program to do data capture and data analysis of the related news.Furthermore,get first-hand information through the interview with car drivers and passengers Finally,combined with the results of news data mining and artificial interview information,we can grasp the major issues of online ride-hailing service,and generalize the common service conflict.(3)Study the case of sevice innovation of online ride-hailing.With the example of the typical representative of the online ride-hailing service,Didi,the paper discusses the steps of the innovation framework of sharing economic services by solving its existing problems.Service innovation framework integrated service blueprint and the theory of TRIZ.Besides make a detailed description in the driver service sub process,we transfer the existing problems into service conflict,then use the service conflict matrix and innovation principle to redesign service process,and verify the feasibility and applicability of the framework innovation via empirical evaluation.The results show that:(1)Based on the thinking of process,analysis the existing problems from the perspective of the service process and improve the quality of service service via service design,are important measures to realize service innovation;(2)The key to creating a service conflict matrix is the match of service attributes and technical parameters,which is done with the analysis of related research results in this study.Different types of services can be analyzed with more specific service parameters;(3)To detemine whether service attributes and technical parameters are suitable,we can firstly locate the innovation principle from conflict matrix,then do further analysis to know weather the innovation principle is suitable to solve the service problems.This study demonstrated the feasibility of innovation scheme or principles by conctete examples;(4)Based on the proposed theoretical framework of service innovation.We can effectively solve the problems of online ride-hailing service and provide the reference for practical solutions for new business model of service design and service issues.