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Customer-Driven Smart and Sustainable Interactions in Conventions: The Case of Nestlé’s Smart Button Adoption

Arum Park (), Jungho Jun () and Kyoung Jun Lee ()
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Arum Park: School of Management, Kyung Hee University, 26 Kyungheedae-ro, Dongdaemun-gu, Seoul 02447, Korea
Jungho Jun: Benple Inc., Benple Space, 17-3, Tojeong-ro, Mapo-gu, Seoul 121-884, Korea
Kyoung Jun Lee: School of Management, Kyung Hee University, 26 Kyungheedae-ro, Dongdaemun-gu, Seoul 02447, Korea

Sustainability, 2017, vol. 9, issue 11, 1-13

Abstract: Abstract : Services based on Internet of Things (IoT) technologies have emerged in various business environments. To enhance service quality at conventions and maximize the experience of attendees, this study developed a customer-driven smart and sustainable service, applying a smart button as an IoT technology. An application of the IoT technology-based smart button was adopted by comparing advantages and disadvantages of technologies. We also identified the need for customer-driven smart and sustainable service by analyzing cases. Then, we designed, constructed and evaluated the service with the action research framework, which includes phases such as diagnosis, action planning, action taking, evaluation, and specify learning. In the first phase, various challenges and problems of the smart convention were diagnosed through interviews with organizers. In the action planning phase, service models were designed to solve the problems. In the action taking phase, which IoT technology would be the most appropriate was discussed and it was applied to the convention space. In the evaluation phase, we derived the role of IoT technology for smart conventions and summarized the results of the smart convention service. Finally, we presented implications for a business.

Keywords: Internet of Things (IoT); customer-driven interaction; data analysis; sustainability; smartness; Omni channel; smart convention; smart button (search for similar items in EconPapers)
JEL-codes: Q Q0 Q2 Q3 Q5 Q56 O13 (search for similar items in EconPapers)
Date: 2017
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