Staging blockchain technology in the customer's journey through service design : a bike-sharing case study to improve quality and trust perception

Durugy, Evelyn (University of Neuchâtel, Switzerland) ; Darouichi, Oussama (University of Neuchâtel, Switzerland) ; Fragnière, Emmanuel (University of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis))

Thanks to the growing trend of the sharing economy and the increased need for innovative mobility solutions, the bike sharing sector has gained considerable importance. However, the privacy of the participants is at risk as their user and travel profiles are not only collected and used by bike sharing service providers. In addition, for the bike share provider, problems have arisen due to increased vandalism and theft of the vehicles on offer. Therefore, this experimental study shows why Blockchain could solve this problem by eliminating dependency on third parties and allowing an economical and user-friendly mode of transport between participants directly. As part of this research, we have "staged" the blockchain through service design in the context of bike sharing. Blockchain will only demonstrate its value when integrated into real service experiences. Our main conclusion is that "blockchain staging" is more important than the technological dimension of smart contracts.


Keywords:
Conference Type:
published full paper
Faculty:
Economie et Services
School:
HEG-VS
Institute:
ITO-Institut de Tourisme
Subject(s):
Economie/gestion
Publisher:
Virtual conference, 29 June 2020
Date:
2020-06
Virtual conference
29 June 2020
Pagination:
Pp. 70-76
Published in:
Proceedings of the 2nd International Conference on Industrial Control Network And System Engineering Research
DOI:
ISBN:
9781450375498
Appears in Collection:



 Record created 2020-11-30, last modified 2021-02-05

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