A conceptual model of optimizing service system for the 3rdgeneration service innovation

Abstract

Information and communication technology (ICT) has been influencing on service innovation. The 1stgeneration service innovation has been developed using technologies such as customer database in intranet business information systems. The 2ndgeneration service innovation has been brought by the internet. Now we are in the new information technology era using Internet of things (IoT) or artificial intelligence (AI) such as deep learning. This paper proposes a concept of the 3rdgeneration service innovation, which optimizes service system creating service values for customers.