Exploring to Service Innovations in Shanghai Metro System: Based on the Model of MFCSI

  •  Jutamart Limsupanark    
  •  Xu Ming    
  •  Wang Yu    
  •  Dai Wenwen    


This paper studies service innovations that have been developed in Shanghai Metro System within last seven years. The information about service innovations are mainly gathered from Shanghai Metro’s official website concentrating on the model of five levels of classification of service innovation in enterprises (MFCSI)which was developed by a group of scholars in Donghua University, China. The survey on passengers and interviews on the operation and managerial staffs are also carried out related with their services and innovations. Data collection was done via Websites-investigation, field observation and interview in five metro stations in Shanghai. Totally 18 service innovation cases are analyzed by the Model of MFCSI. Meanwhile, some solutions for improving were found for better development of MFCSI as a new measuring tool concerning the increasing service firms’ competence, which is similar to the new points in the service science field with the potential to be used more further in services firms.

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