Framing a Smart Service with Living Lab Approach: A Case of Introducing Mobile Service within 4G for Smart Tourism in Taiwan

Since constructing a smart city has become a new infrastructure in modern cities. How service providers could frame a successful smart service to encourage the transactions with the users is a critically practical challenge. On the open innovation perspective, framing a smart service with living lab approach could make the service smartize through a real context. A case of Taiwan is illustrated in this study which the government intends to introduce ICT and IOT technologies to frame an STD service in five Hakka towns, such as beacons, a mobile app, and a website by living lab approach. In the case, we monitor the interactions between the technology, users, and business, and attempt to understand how new services work from service performance measuring. The results show a low adoption even if the service is familiar with user's context. Observing the case on a proposed model, we found that the tourist service spins in and smartize, but the smart technology could not spin out and reshape with the behaviors of the stakeholders, such as the fail on the integration with current business, insufficient consideration on the technology acceptance, and soon. These findings indicated fail to make both inbound and outbound synergies with the three elements may lead an unsuccessful implementation of new smart service.