A Service-based Model for Customer Intelligence in the Age of Big Data

The dominance of the service sector in today's economy gives prominence to customer intelligence as a means for enterprises to provide optimal service. In fact, the revolution of big data has generated a vast amount of customer data and reshaped the dimensions of science, management, and engineering within enterprises. The big data era also acknowledges the role of customers as value co-creators. Therefore, the objective of this paper is to propose a service-based customer intelligence model, hereafter called SBCI (Service-based Customer Intelligence) model, to guide the development and application of customer intelligence. Laid the groundwork upon the service science, the model is proposed with three levels: i) the network of service systems level for customer value co-creation, ii) the service system level for the science, management, and engineering dimensions, and iii) the service level for customer intelligence services.