IoT-based Omni Channel Service for Smart Exhibition and Value of Data

Park, A., Han, J., & Lee, K. J. (2017, August). IoT-based Omni Channel Service for Smart Exhibition and Value of Data. In Proceedings of the International Conference on Electronic Commerce, Pangyo, Korea (pp. 17-18).

ABSTRACT

Art exhibitions provide both offline channels for customers to evaluate and purchase works and online channels for marketing. Studies conducted on the behavior of exhibition visitors suggest that there is a need to share customer experiences online and obtain and store more information about the artworks and artists on demand or in real time. Nevertheless, exhibitions do not have omni channel services because of technical difficulties and the costs involved in implementing such a service. In this study, IoT technology was applied to construct an omni channel service for smart exhibitions in order to enhance the service quality of exhibitions and maximize the experience of visitors. We utilized a five-phase cyclic process as action research framework, in which we identified the primary needs and problems of a specified exhibition in a diagnosis phase, specified the exhibition’s actions that should relieve or improve these primary problems in an action planning phase, developed the service and implemented the smart system in an action taking phase, analyzed the behavior patterns of visitors in an evaluation phase, and specified the value of the smart system from a knowledge management viewpoint in a specify learning phase. The results of this study can be used as an example of how stakeholders of smart tourism can find opportunities using new technologies.

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Development and Evaluation of Omni Channel Service based on Internet of Things for Hospitals

Park, A., & Lee, K. J. (2017). Development and Evaluation of Omni channel service based on Internet of Things for Hospitals. Development(link)

ABSTRACT

Omni-channel services based on the Internet of Things (IoT) technologies have emerged in various business environments. To enhance hospital’s service quality and maximize benefits as well as provide seamless customer experience, this study applies IoT technology based on NFC, iBeacon(inclusing wearable devices) as an omnichannel service for integration of online and offline channel in hospital. First, we develop services based on IoT technology for omni channel of the hospital. Then, we will evaluate omni channel services from a CRM and BPI point of view through interview.
To develop the IoT technology based on NFC, iBeacon, we conducted action research. The five phases in action research framework research include diagnosing, action planning, action taking, evaluation, and specifying learning phases. In this study, we focus on action planning, action taking, evaluation. At the action planning phases, eleven service models based on IoT technology for omni channel for hospital were designed. Service models were applied to the hospital by installing tags and beacons at the third phase. At the fourth phases, service models issues and knowledge on the whole application process were derived and summarized with respect to CRM (Customer Relationship Management) and BPI (Business Process Innovation) of hospital.