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Keywords: Theory of inventive problem solving
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Journal Articles
Journal:
Industrial Management & Data Systems
Industrial Management & Data Systems (2021) 121 (6): 1237–1267.
Published: 24 November 2020
... model was proposed. It integrates customer experience journey map (CXJM), the theory of inventive problem solving (TRIZ) and service assembly and service replacement mechanism into three design stages. In stage 1, CXJM is enhanced with emotional range analysis to identify the customer pain points...
