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developing new understanding and approaches to complex service systems

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Monthly Paper Downloads

Each Month we released a paper in our Monthly Paper Series, which showcases a piece of research being undertaken by one of our researchers.  They are primarily academic papers, and can be either working papers or published research.  On each paper we try to highlight how the paper may be of interest to our partner, or other industrial, audiences. Often the topic of the monthly paper will have an associated Podcast, Webinar and/or Blog for further clarification and dissemination to academic and industrial audiences.

The most recent released is listed below, with the following table showing previous papers released.

 

Textual Regularity Mining and Data-driven Customer Experience Analytics by Mohamed Zaki and Benjamin Lucas

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In this working paper, Mohamed Zaki and Benjamin Lucas show why the complex, intertwined nature of customer experience (CX) necessitates a data-driven analytics approach, but also why conceptual CX frameworks should be treated as part of such toolkits. Using three primary datasets; a social media customer feedback dataset for a large retailer, an online review dataset from a not-for-profit organization, and a national customer experience text survey from a B2B service provider, the authors retrieve and validate thematic groupings of customer experiences, and then explore these in greater detail using literal markers of the dimensions “Objects and Entities”, “Thoughts, Feelings and Sensations”, “Behaviors” and “Ownership and Relation”. Specifically, the approach combines topic modelling, multiclass classification and association rule mining; filtering unstructured textual data into a more structured picture of CX before distilling focused, granular regularities.

In the case of results using undersampling on the test dataset only, a result of 65.85% was achieved for the social media dataset, 69.61% for the online review dataset, and 61.57% on the survey (B2B) dataset. In the case of results using undersampling on both the training and test-sets, a result of 66.87% was achieved for the social media dataset, 72.13% for the online review dataset, and 65.29% on the survey (B2B) dataset. Precision, recall and F-measure scores were sound and reasonably balanced across most classes, with the exception of some classes in the survey (B2B) datatset, owing to the relatively larger number of topics. Collectively these results give us certainty around the quality of the LDA procedure used here.

 

 

November 2018 Paper

November 2018 Paper

November 2018 paper on 'Service business model innovation: the digital twin technology' by Veronica Martinez, Audrey Ouyang, Andy Neely, Caroline Burstall and Dav Bisessar

November 2018 Paper - Read More…

October 2018 paper

October 2018 paper

October 2018 paper on 'Textual Regularity Mining and Data-driven Customer Experience Analytics' by Mohamed Zaki and Benjamin Lucas

October 2018 paper - Read More…

May Paper - Enabling Digital Transformation: An Analysis Framework

May Paper - Enabling Digital Transformation: An Analysis Framework

May Paper on 'Enabling Digital Transformation: An Analysis Framework' by Thayla Zomer, Andy Neely and Veronica Martinez

May Paper - Enabling Digital Transformation: An Analysis Framework - Read More…

 How Can Hackathons Accelerate Corporate Innovation?

How Can Hackathons Accelerate Corporate Innovation?

April paper on 'How Can Hackathons Accelerate Corporate Innovation?' by Myrna Flores, Matic Golob, Doroteja Maklin, Martin Herrera, Christopher Tucci, Ahmed Al-Ashaab, Leon Williams, Adriana Encinas, Veronica Martinez, Mohamed Zaki, Lourdes Sosa & Karina Flores Pineda

How Can Hackathons Accelerate Corporate Innovation? - Read More…

March Paper - A Service Network Perspective to Evaluate Service Matching in Early Design

March Paper - A Service Network Perspective to Evaluate Service Matching in Early Design

March paper on 'A Service Network Perspective to Evaluate Service Matching in Early Design' by Federico Barravecchia, Fiorenzo Franceschini, Luca Mastrogiacomo

March Paper - A Service Network Perspective to Evaluate Service Matching in Early Design - Read More…

High-Quality Prediction Intervals for Deep Learning: A Distribution-Free, Ensembled Approach

High-Quality Prediction Intervals for Deep Learning: A Distribution-Free, Ensembled Approach

February Paper on High-Quality Prediction Intervals for Deep Learning: A Distribution-Free, Ensembled Approach by Tim Pearce, Mohamed Zaki, Alexandra Brintrup, Andy Neely

High-Quality Prediction Intervals for Deep Learning: A Distribution-Free, Ensembled Approach - Read More…

Wearable Sensor Technology and Business

Wearable Sensor Technology and Business

Contextually Defined Postural Markers Reveal Who’s in Charge: Evidence from Small Teams Collected with Wearable Sensors by Julius Dietzel, R. Elena Francu, Benjamin Lucas, and Mohamed Zaki

Wearable Sensor Technology and Business - Read More…

December Paper - Buyers Dependence and Financial Performance

December Paper - Buyers Dependence and Financial Performance

December 2017 Paper by Ornella Benedettini and Andy Neely on 'Does buyers’ dependen­­ce translate into financial performance? An empirical analysis of manufacturer-service provider relationships­­'

December Paper - Buyers Dependence and Financial Performance - Read More…

Digital Business Transformation and Strategy

Digital Business Transformation and Strategy

November Paper by Mariam H. Ismail, Mohamed Khater, Mohamed Zaki on 'Digital Business Transformation and Strategy: What do we know so far?'

Digital Business Transformation and Strategy - Read More…

October Paper - Big Data Analytics Architecture for Businesses

October Paper - Big Data Analytics Architecture for Businesses

The October Monthly Paper from the Cambridge Service Alliance, on 'Big Data Analytics Architecture for Businesses, by Mert Onuralp Gökalp, Kerem Kayabay, Mohamed Zaki, Altan Koçyiğit, P. Erhan Eren, and Andy Neely

October Paper - Big Data Analytics Architecture for Businesses - Read More…

Outcome-oriented contracts in logistics outsourcing relationships

Outcome-oriented contracts in logistics outsourcing relationships

September Paper by Torsten Steinbach, Carl Marcus Wallenburg and Florian Urmetzer, on using outcome-oriented contracts to foster performance improvements in logistics outsourcing relationships.

Outcome-oriented contracts in logistics outsourcing relationships - Read More…

A Systems Perspective on Business Model Evolution

A Systems Perspective on Business Model Evolution

June Paper Release on ‘A Systems Perspective on Business Model Evolution: The Case of an Agricultural Information Service Provider in India’ by Chander Velu

A Systems Perspective on Business Model Evolution - Read More…

Bridging the Co-Creation Gap

Bridging the Co-Creation Gap

May Paper Release on ‘Bridging the Co-creation Gap Between Co-creators, Companies and Living Lab’ by Katharina Greve, Veronica Martinez and Andy Neely

Bridging the Co-Creation Gap - Read More…

Business Ecosystems: Towards a Classification Model

Business Ecosystems: Towards a Classification Model

April 2017 Paper on 'Business Ecosystems: Towards a Classification Model' by Florian Urmetzer, Andy Neely and Veronica Martinez

Business Ecosystems: Towards a Classification Model - Read More…

Exploring the Journey to Services

Exploring the Journey to Services

March paper on 'Exploring the Journey to Services', by Veronica Martinez, Andy Neely, Chander Velu, Stewart Leinster-Evans and Dav Bisessar.

Exploring the Journey to Services - Read More…

Risks of Outcome-Based Service Contracts

Risks of Outcome-Based Service Contracts

February Paper on 'Investigating risks of outcome-based service contracts from a provider's perspective' by Jingchen Hou and Andy Neely

Risks of Outcome-Based Service Contracts - Read More…

Ecosystems Value Framework Paper

Ecosystems Value Framework Paper

The December Paper on 'The Ecosystem Value Framework: Supporting Managers to Understand Value Exchange between Core Businesses in Service Ecosystems', by Florian Urmetzer, Veronica Martinez and Andy Neely.

Ecosystems Value Framework Paper - Read More…

Classification of Noisy Data

Classification of Noisy Data

November paper on 'Classification of Noisy Data: An Approach Based on Genetic Algorithms and Voronoi Tessellation' by Abdul Rauf Khan, Henrik Schiøler, Torben Knudsen, Murat Kulahci and Mohamed Zaki

Classification of Noisy Data - Read More…

Customer Loyalty Predictive Model Paper

Customer Loyalty Predictive Model Paper

The October 2016 paper by Mohamed Zakie, Dalia Kandeil, Andy Neely and Janet McColl-Kennedy, on 'The Fallacy of the Net Promoter Score: Customer Loyalty Predictive Model'.

Customer Loyalty Predictive Model Paper - Read More…

Feedback from the Frontline: Engaging front-line employees in service innovation

Feedback from the Frontline: Engaging front-line employees in service innovation

Latest executive briefing on engaging front-line employees in service innovation, by Florian Urmetzer, Stefan Titz, Veronica Martinez and Andy Neely

Feedback from the Frontline: Engaging front-line employees in service innovation - Read More…

Service in the Platform Context

Service in the Platform Context

June paper on 'Service in the Platform Context: A review of the state of the art' by Xia Han, Veronica Martinez and Andy Neely

Service in the Platform Context - Read More…

Facilitating co-creation in living labs: The JOSEPHS study

Facilitating co-creation in living labs: The JOSEPHS study

May paper on 'Facilitating co-creation in living labs: The JOSEPHS study', by Katharina Greve, Veronica Martinez, Julia Jonas, Andy Neely and Kathrin Möslein

Facilitating co-creation in living labs: The JOSEPHS study - Read More…

Engineering Services - Unpacking Value Exchange

Engineering Services - Unpacking Value Exchange

April paper on 'Engineering Services: Unpacking Value Exchange', by Florian Urmetzer, Andy Neely, Veronica Martinez

Engineering Services - Unpacking Value Exchange - Read More…

Supplying Innovation - Unlocking Behaviours in the Supply Chain

Supplying Innovation - Unlocking Behaviours in the Supply Chain

March Paper on 'Supplying Innovation - Unlocking Innovative Behaviours in the Supply Chain', by Jingchen Hou, Keith Wishart, Jonathan Baker-Brian, Claire Vine

Supplying Innovation - Unlocking Behaviours in the Supply Chain - Read More…

A Small-scale Analysis of Health Service Stakeholder Networks: Insights from Social Media

A Small-scale Analysis of Health Service Stakeholder Networks: Insights from Social Media

February Paper on 'A Small-scale Analysis of Health Service Stakeholder Networks: Insights from Social Media' by Jessica Wyllie, Benjamin Lucas, Brent Kitchens, Ben Kozary, Mohamed Zaki, and Jamie Carlson

A Small-scale Analysis of Health Service Stakeholder Networks: Insights from Social Media - Read More…

Seven Critical Success Factors in the Shift to Services

Seven Critical Success Factors in the Shift to Services

Latest Executive Briefing on Critical Success Factors in the Shift to Services, by Veronica Martinez, Andy Neely, Florian Urmetzer, Neil Allison, Monica Lund, Dav Bisessar, Thomas Bucklar, Stewart Leinster-Evans, Graham Pennington and Daniel Smith

Seven Critical Success Factors in the Shift to Services - Read More…

Why Do Servitized Firms Fail - A Risk-Based Expanation

Why Do Servitized Firms Fail - A Risk-Based Expanation

The December paper 'Why Do Servitized Firms Fail - A Risk-Based Explanation' by Ornella Benedettini, Andy Neely and Morgan Swink

Why Do Servitized Firms Fail - A Risk-Based Expanation - Read More…

Cambridge Service Alliance

Welcome to the Cambridge Service Alliance…

  • a unique global alliance between leading businesses and universities;
  • bringing together the world's leading firms and academics;
  • all of whom are devoted to delivering today the tools, education and insights needed for the complex service solutions of tomorrow.

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Webinar 10 December 2018

Dec 14, 2018

Webinar on Service Business Model Innovation: The Digital Twin Technology by Veronica Martinez, Audrey Ouyang, Andy Neely, Caroline Burstall and Dav Bisessar

December Newsletter

Dec 05, 2018

Welcome to the December 2018 edition of the Cambridge Service Alliance Newsletter

Gaining Customer Experience Insights That Matter

Nov 26, 2018

New paper on 'Gaining Customer Experience Insights That Matter' by Janet R. McColl-Kennedy, Mohamed Zaki, Katherine N. Lemon, Florian Urmetzer and Andy Neely published at Journal of Service Research

November 2018 Paper

Nov 21, 2018

November 2018 paper on 'Service business model innovation: the digital twin technology' by Veronica Martinez, Audrey Ouyang, Andy Neely, Caroline Burstall and Dav Bisessar

Webinar 12 November 2018 - Co-Creation in Practice: Objectives and Outcomes

Nov 14, 2018

In this webinar, Katharina Greve presents the Alliance September Paper on Co-Creation in Practice.

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