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
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 on 'Service business model innovation: the digital twin technology' by Veronica Martinez, Audrey Ouyang, Andy Neely, Caroline Burstall and Dav Bisessar
October 2018 paper
October 2018 paper on 'Textual Regularity Mining and Data-driven Customer Experience Analytics' by Mohamed Zaki and Benjamin Lucas
July Paper on 'Coopetition and Business Models' by Chander Velu
July Paper on 'Coopetition and Business Models' by Chander Velu
June paper on 'Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models – Orchestration and Interplay of Services'
June paper on 'Modular Service Structures for the Successful Design of Flexible Customer Journeys for AI Services and Business Models – Orchestration and Interplay of Services'
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
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
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
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
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
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'
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?'
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
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.
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
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
Business Ecosystems: Towards a Classification Model
April 2017 Paper on 'Business Ecosystems: Towards a Classification Model' by Florian Urmetzer, Andy Neely and Veronica Martinez
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.
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
A Process for B2B Partnerships - designing to deliver capability across companies
Executive Briefing and Podcast on B2B Partnership - designing to deliver capability across companies.
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.
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
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'.
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
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
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
Engineering Services - Unpacking Value Exchange
April paper on 'Engineering Services: Unpacking Value Exchange', by Florian Urmetzer, Andy Neely, Veronica Martinez
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
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
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
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
