A Knowledge Oriented Framework to Enable New Service Development Using Axiomatic Design Theory: Focusing on Hotel Business Models

摘要

Although New Product Development and its application has been highly noticed, the New Service Development paradigm has been paid less attention yet. In this research, the new service development concept for Hotel industry is considered, validated and verified in a real hotel case. Axiomatic design theory is used to evaluate the required services. Customer domain is analyzed through a business model Canvas. This is accomplished through functional requirements analysis for a hotel and mapping them to generic services in market by assuring the feasibility and optimality of the system complexity. The required data for completing axiomatic design phases has been obtained through a knowledge based structure, which enable the business owners to manage data around the market. The results indicate the limited focus only on customer segment and also having no systematic approach for knowledge creation from data around business that are expected to be solved by the proposed framework.