Serviceology for Smart Service System (eBook)

Selected papers of the 3rd International Conference of Serviceology

Yuriko Sawatani, James Spohrer, Stephen Kwan, Takeshi Takenaka (Herausgeber)

eBook Download: PDF

2016 | 1st ed. 2017
X, 400 Seiten
Springer Tokyo (Verlag)
978-4-431-56074-6 (ISBN)

Infos

Services are key activities in a globalized economy and they also underlie the quality of life of local residents. The advanced work presented in this book was selected from the proceedings of the Third International Conference on Serviceology (ICServ2015), held July 7-9, 2015, in San Jose, CA, USA. The conference was supported by the Society for Serviceology. The society was established in 2012 in Japan to explore the scientific systematization of services and to promote technological developments for solutions to industrial issues.
This book provides a useful general guide to the state of the art in the theory and practice of services. It can also serve as a valuable reference book for researchers in a wide range of fields from engineering to marketing and economics.

Inhalt

Preface 5
Contents 6
Part I: Service Innovation and Design 10
A New Service Class Scheme for Service Innovation in Japanese Automation Industry 11
1 Introduction 11
2 Background 11
3 Issues with Automation Services 12
4 European Automation Service Classes 12
5 Japanese Service Classes 13
6 Example of Service Class Applications 14
6.1 Repair Services 14
6.2 Engineering Services 15
7 Discussions 18
8 Conclusion 18
References 18
Design of Service Ecosystem Based on Interactive Design Support in the Case of Job-Hunting Support Services 19
1 Introduction 19
1.1 Background 19
1.2 Past Research 19
1.3 Objective in This Research 20
2 Design Object of This Research 20
2.1 Operant Resource 20
2.2 Past Research 21
2.3 Background of Job-Hunting Services in Japan 22
2.4 Outline of Proposed Service 23
3 Definition and Formalization of the Issue 23
3.1 Job-Hunting Plan 23
3.2 Indices 23
3.2.1 Individuality SI 23
3.2.2 Offer Rank 24
3.3 Prepared Data 24
3.4 Outline 24
3.5 Show Answers for Initial Input 24
3.6 Interactive Design of Preferences to Change 24
3.7 Decision Regarding Job-Hunting Plan 26
3.8 Creating To-Do List 26
4 Conclusion 26
References 26
A Method for Supporting Customer Model Construction: Using a Topic Model for Public Service Design 27
1 Introduction 27
2 Literature Review 28
2.1 Persona Method 28
2.2 User Modeling Based on ID-POS 28
2.3 Topic Analysis of Web User Behavior on Proxy Logs 28
2.4 Scope of This Study 28
3 Proposed Method 29
3.1 Latent Dirichlet Allocation 29
3.2 A Method for Supporting Customer Model Construction 29
4 Application 30
4.1 Application to Urban Development 30
4.2 Cluster Validation 31
4.3 Discussion 31
5 Conclusion 33
References 33
A Proposal of the Emotion Hierarchy Diagram for Designing the Service Processes 34
1 Introduction 34
2 Proposal of an Emotion Hierarchy Diagram 35
3 Validation 36
3.1 Validation of Individual Differences When the Axes Are Fixed 36
3.2 Validation of Individual Differences When the Axes Are Not Fixed 38
4 Validation of the Derivation of Service Elements 40
4.1 Validation of Derivation of Service Elements When the Axes Are Fixed 40
4.2 Validation of the Derivation of Service Elements When the Axes Are Not Fixed 41
5 Conclusion 43
References 43
A Creed for Service Designers 45
1 Introduction 45
2 Churchman´s Theory on Design of Inquiring Systems 46
3 From Design of Inquiry Systems to Design of Service Systems 47
4 Swanson´s Design Integrity 48
5 Service Designers´ Creed 49
6 Service Design Curriculum 49
7 Conclusions 49
References 49
Design Support System for Sightseeing Tours 51
1 Introduction 51
1.1 Background 51
1.2 Current Status of Sightseeing Tour Design 52
1.3 Related Research and Problems 52
1.4 Purpose of This Research and Approach Taken 52
2 Modeling of Tourism Resources and a Sightseeing Tour 53
2.1 Elements of the Tourist Resources Model 53
2.2 Multiple Stakeholder Viewpoints in the Tourism Resources Model 53
2.3 Sightseeing Tours Model 53
3 Planning a Sightseeing Tour 54
3.1 Consideration of Order in Tourism Activities 54
3.2 Use of the Network Model 54
3.2.1 Place Network Model 54
3.2.2 Time Network Model 55
3.2.3 Content Network Model 55
4 Design Approach to Planning Sightseeing Tours 55
4.1 Determination of Capability Set 56
4.2 Determining Activity Order 56
4.3 Evaluation of Sightseeing Tour Plans 56
4.3.1 Customer Satisfaction 56
4.3.2 Provider Satisfaction 57
4.3.3 Supplier Satisfaction 57
5 Prototype System Verification 57
5.1 Verification Example and its Parameter Settings 57
5.2 Evaluation of Plan Utilizing the Network Model 57
5.3 Design Review Using Service Simulation 59
5.4 Verification Considerations 59
6 Conclusion 60
References 60
Service Data Model in Design Support System for Sightseeing Tours 61
1 Introduction 61
1.1 Background 61
1.2 Tourism Industry in Japan 61
1.3 Tour Design Process 61
1.4 Research Objective and Approach 62
2 Previous Works 62
3 Tour Design System 62
3.1 Tourism Service Model 62
3.2 Design Process 63
3.3 Position of This Study in the Design Process 63
4 Extension of the Service Model 65
4.1 Specification of the Model 65
4.2 Analysis of Semantic Information 66
4.3 Similarity Calculation of Semantic Information 66
4.4 Index of Geographical and Time Information 67
5 Service Recommendation and Efficacy Verification 67
5.1 Output Example 67
5.2 Application of the 1-Day Tour Design 68
6 Conclusion 69
References 69
Design of a Localized Science Education Program for Cultivating an Intergenerational Community 71
1 Introduction 71
2 Related Works 72
3 Localized Science Education Program 72
3.1 Feature 1: Fostering Collaborative Learning 73
3.2 Feature 2: Using Local Resources in Community Activities 73
3.3 Feature 3: Children and Adults Experiencing Activities Together 74
3.4 Stakeholders and Process 74
4 A Pilot Study of LSEP 74
4.1 Selection of Target Area 74
4.2 Management 75
4.3 Program Content 75
4.4 Results 75
4.5 Discussion 76
4.6 Future Works 76
5 Conclusions 76
References 76
How to Generate Sustainable Services? 77
1 Introduction 77
2 Discussion 79
2.1 Natural Mimicry Approach 79
2.2 Sustainability as Service 79
2.3 Examples 81
3 Summary 83
References 83
Service Innovation for Reducing Food Adulteration Problem in Bangladesh 85
1 Introduction 85
2 Role of Women Farmers in Food Security 86
2.1 The Extent of Food Adulteration and Food Insecurity in Bangladesh 86
2.2 Women in Agriculture in Bangladesh 86
2.3 Role of Women in Food Safety and Nutrition 87
2.4 Empowering Women by NGOs to Become Farmer Entrepreneurs 87
2.5 Social Constraints of Accessing the Local Market 87
3 NGO Support for Women in Agriculture 88
3.1 Nature and Extent of Women and Men in Agriculture in Bangladesh 88
3.2 Charting the Progress in the Perception of Women Farmers Through a Review of Some Success Stories 88
3.3 Microfinance Support for Building Capacity 89
3.4 Implementation of Training Programmes 89
4 Potential Opportunities for Women Farmers 89
4.1 Developing Market Linkages 89
4.2 Growth Centre Market Concept for Women Farmers 90
5 Conceptual Framework 90
5.1 Growth Centre Market-Based Service Model 90
5.2 Advantages of GCM-Based Service System 91
5.3 Possible Modifications for Gaining Benefits from the GCM-Based Model 91
5.4 Limitations of Growth Centre Market Model 92
5.5 Urban School-Based Service Model 92
5.6 Advantages of School-Based Service Model 92
5.7 Possible Initiatives to Benefit from the Urban School-Based Model 93
5.8 Conclusion 93
5.9 Recommendations 94
5.10 Limitations of the Proposal 94
References 94
Challenges to Deploy Service Design in Organizations: Analysis Through ``Scaling Up´´ Workshops 95
1 Introduction 95
2 Service Design 96
2.1 Service Design Research 96
2.2 Service Design Process 96
2.3 Service Design and New Service Development 96
3 Methodology 96
3.1 Overview 96
3.2 Scaling Up Workshop 97
4 Results 97
4.1 Workshop Results 97
4.2 Mapping and Categorizing the Factors 97
5 Difficulties to Deploy Service Design in Organizations 99
5.1 Three Types of Difficulties in Implementing SD Approach in Organizations 99
5.2 Difficulty of Deploying SD Approach in Organization 100
6 Challenges to Deploy Service Design in Organizations 101
7 Discussion 101
7.1 Relation with Existing Researches 101
7.2 Comparison Between Danish and Japanese Companies 101
7.3 Future Research Topics 101
7.4 Limitation of This Research 103
8 Conclusion 103
References 103
Generalized Service Process Expressed by Context-Free Grammar 105
1 Introduction 105
2 Related Work 106
3 Context-Free Grammar (CFG) 106
4 Generalized Service Process (GSP) 107
4.1 Customer-Side GSP 107
4.2 Provider-Side GSP 108
4.3 Points of Contact 108
5 GSP-Based System 109
5.1 Specialization of GSP 110
5.2 Individual Service Processes 110
5.2.1 Google 110
5.2.2 QB House 111
5.2.3 Typical Restaurant 112
6 GSP-Based Applications 113
6.1 GSP-Based Analysis 113
6.2 GSP-Based Sharing and Reuse 114
6.3 GSP-Based Service Design 115
6.4 Discussion 115
7 Conclusion and Future Work 115
References 116
Realization of Mobility as a Service in View of Ambient Intelligence 117
1 Introduction 117
2 SAVS as a Demand-Responsive Transportation 118
2.1 Classification of DRTs 118
2.2 Convenicle 119
2.3 Uber 119
2.4 Smart Access Vehicle System 119
3 Mobility as a Service 120
4 Ambient Intelligence for Mobility Services 120
4.1 SAVS and Ambient Intelligence 120
4.2 Augmented Reality 121
4.3 SAVs as Probes 121
5 Summary 121
References 121
Part II: Smart Service Systems 123
Customer Experience in Traditional and Modern Retail Formats: A Case Study of Vietnam 124
1 Introduction 124
2 Traditional and Modern Retail Formats in Vietnam 124
3 Research Design 125
3.1 Conceptual Framework 125
3.1.1 Experience Providers 126
Customer Experience in Relationship with the Shopping Environment 126
Customer Experience in Relationship with People 126
Customer Experience in Relationship with Context 126
3.1.2 The Elements of the Customer Experience 126
3.2 Survey 127
3.3 Sample and Data Collection 127
4 Main Findings 128
4.1 The Wet Market Still Is the Main Retail Channel 128
4.2 The Main Reasons for Choosing the Wet Market and Supermarket 129
4.2.1 Freshness 129
4.2.2 Product Hygiene and Safety 130
4.2.3 Customer Experience on Price 130
4.2.4 Shopping Environment 131
4.2.5 Trust Between Customers and Retailers 131
4.3 The Meaning of the Presence of Wet Markets 132
4.4 Continuity of Wet Markets 132
5 Conclusion/Discussion 133
6 Limitations and Directions for Future Research 133
References 134
A Combinatorial Auction-Based Approach to Staff Shift Scheduling in Restaurant Business 135
1 Introduction 135
2 Staff Shift Scheduling Using Combinatorial Auction 136
2.1 Outline of the Proposed Method 136
2.2 Nomenclature 136
2.3 Bid Value Maximization Problem 137
2.4 Bid Determination Problem 139
2.5 Winner Determination 139
2.6 Introducing Big-M Method 140
3 Computer Experiments 140
3.1 Experimental Settings 140
3.2 Results and Discussion 141
4 Concluding Remarks 141
References 142
Enhancing Kitchen Layout and Training to Improve Management and Employee Satisfaction at a Multiproduct Japanese Cuisine Resta... 143
1 Introduction 143
2 Changing the Kitchen Layout and HR 144
3 Results 146
4 Discussion 146
4.1 Improving Cooking Time (MS) 146
4.2 Results of Questionnaires (ES) 148
5 Conclusions 149
References 149
The Efficient Provision of Culture-Sensitive Services: A Modularization Approach 150
1 Introduction 150
2 Theoretical Background 151
2.1 Technology-Mediated Learning Services 151
2.2 Culture 152
2.3 Modularization of Services 152
3 National Culture as Starting Point for the Modularization of TMLS 153
3.1 The Influence of National Culture on TMLS 153
3.2 Methodology for a Culture-Sensitive Service Modularization 154
3.2.1 Status Capturing 154
3.2.2 Service Decomposition 154
3.2.3 Identification of Culture-Specific Modules 155
3.2.4 Modularization 155
3.2.5 Service Adaptation 155
3.3 Culture-Sensitive Design of an TMLS by Means of Modularization 155
3.3.1 Status Capturing 155
3.3.2 Service Decomposition 155
3.3.3 Identification of Culture-Specific Modules 155
3.3.4 Modularization 157
3.3.5 Service Adaptation 157
4 Discussion 158
5 Limitations and Future Research 158
6 Summary 158
References 159
Nurse Bed Care Activity Analysis for Intelligent Training Service 161
1 Introduction 161
2 Activity Analysis Framework for Bed Care Task 162
3 Bed Care Task Analysis 163
3.1 Body Vector Model 163
3.2 Movement Space 163
3.3 Action Target 164
3.4 Semantic Representation 164
4 Experiment 164
4.1 Repositioning Task Set Up 164
4.2 Exemplar Tasks 165
5 Results 166
5.1 Body Part Gesture 167
5.2 Action Target 167
5.3 Semantic Description 168
6 Conclusion 169
References 169
An Evolving Service System in Microfinance: A Case Study in BRAC, Bangladesh 170
1 Introduction 170
2 Literature Review 171
2.1 Microfinance Business Models 171
2.2 Cocreation in Microfinances 171
2.3 Service System Perspective 171
3 Research Methodology and Case Organization 173
3.1 Research Design 173
3.2 Case Organization 173
3.3 Data Collection 173
3.4 Interview Participants 174
3.5 Data Analysis 174
4 Results of the Data Analysis 174
4.1 Microfinance Services 174
4.2 Current Innovations in BRAC´s Microfinance 175
4.3 Service Innovation Process 176
4.3.1 Experience Generation 176
4.3.2 Needs Assessment 177
4.3.3 Leadership 177
4.3.4 Pilot Project 177
4.3.5 Scaling Up 177
4.4 Value Cocreation Process in Microfinance 177
5 Evolving Service System in Microfinance for Cocreation of Values 178
5.1 Lending and Monitoring 178
5.2 Educational Opportunities 179
5.3 Employment Opportunities 179
6 Conclusion and Future Research Directions 179
References 180
Part III: Service Marketing 181
Developing an Ad Hoc Questionnaire Model for Extracting Consumer Behaviour in Service Encounter 182
1 Introduction 182
1.1 Background 182
1.2 Research Question and Purpose 183
1.3 Approach 183
2 Related Works of Service Process and Service Evaluation View 183
3 Developing an Ad Hoc Questionnaire Model 184
3.1 Conducting Survey by Using a Proposed System 184
3.2 Analysis for Ad Hoc Web Questionnaire Data 185
4 Six Interpretations from an Ad Hoc Questionnaire Model 185
4.1 Six Interpretations for a Linkage Between Overall CS and Each CS-Linked Service Process 185
5 Implication 185
6 Conclusion 194
References 194
Building a Conceptual Preference Model Based on Personal Purchase Records for Retail Service Improvement 195
1 Introduction 195
2 Related Works 196
3 Proposal 197
3.1 Conceptual Preference Model 197
3.2 Classifications of Human Misunderstanding 198
3.3 Proposed Method to Evaluate Preference Type Model 198
3.3.1 Process Flow of Step 1 199
3.3.2 Process Flow of Step 2 199
4 Experiment 200
4.1 Data Setting 200
4.2 Manual Definition and Link Estimation 200
4.3 Probability Distribution of Purchase Ratio Estimation Based on Actual Data 200
4.4 Evaluation Results of Model in Conceptual Layer 201
5 Consideration 202
5.1 The Utility of the Evaluation Results for Preference Type Understanding 202
5.2 The Utility of the Method for Service Improvement 203
6 Conclusion 203
References 203
Are Superior Services Always Good for Satisfaction Formation? Consideration of Indebtedness to a Contact Person 205
1 Introduction 205
2 Literature Review 206
2.1 Effects of Customer Benefit on Satisfaction 206
2.2 Indebtedness Theory 206
3 Model Development 206
3.1 Ten Mediators to Five Factors 206
3.2 Effects of Customer Benefit 207
3.3 Effects of Five Factors 207
3.4 Effects of Customer Benefit via Indebtedness 207
4 Empirical Test 208
4.1 Measurement and Data Collection 208
4.2 Model Estimation 208
4.3 Effects of Customer Benefit via Five Factors 209
4.4 Effects of Customer Benefit via Indebtedness 209
5 Discussion and Conclusion 209
6 Limitations and Future Research 210
References 210
An Analysis of Key Factors of the ``Omotenashi Consumption´´ in Restaurants 211
1 Introduction 211
2 Conceptual Foundations 212
2.1 Concept of Omotenashi 212
2.2 Consumer-to-Consumer Interaction 212
3 Method and Procedure 212
3.1 Framework of Analysis 212
3.2 Method 213
3.3 Research Questions 213
3.4 Data Collection 213
4 Results 214
4.1 Incidents in Customer Encounter (RQ1) 214
4.1.1 Coding of CCI-Factors 214
4.1.2 Clustering of Data Samples Based on CCI-Factors 214
4.2 Critical Incidents (RQ2) 214
4.3 Factors Influencing Critical Incidents (RQ3) 215
5 Discussion 216
References 217
Structural Equation Modeling of Purchase Funnel 218
1 Introduction 218
2 Relation to Previous Research 219
2.1 Customer Satisfaction and Consumer Behavior 219
2.2 Purchase Funnel 219
2.3 Positioning 220
3 Approach 220
3.1 Hypothesis 220
3.2 Details 220
4 Analysis and Results 220
4.1 Data 220
4.2 Model Setup 221
4.3 Result 222
5 Discussion 223
5.1 Product Portfolio 223
5.2 Future Issues 223
6 Concluding Remarks 224
References 224
Part IV: Human Factors and Service Engineering 226
Toward Sports Training Service with the Interactive Learning Platform 227
1 Introduction 227
2 Constitution 228
3 Form Analysis 229
3.1 Video Comparison 229
3.2 Multi-motion 229
3.3 Analysis by Skeleton Model Image 229
3.4 Learning Contents 231
4 Conclusion 231
References 231
VR|ServE: A Software Toolset for Service Engineering Using Virtual Reality 233
1 Introduction 233
1.1 Mastering Complexity via System Services 233
1.2 Approving Heterogeneous Innovation Processes 234
1.3 Using More Powerful Tools 235
2 Related Work 235
3 Development Process 236
3.1 Overview 236
3.2 Use Case 236
3.3 Virtual Reality Software 237
3.4 Process Modelling Software 237
3.5 Middleware 238
4 Results 238
5 Conclusion 240
References 240
Productivity Improvement and Stress Reduction by Showing Information to a Surveillance Worker 241
1 Introduction 241
2 Productivity Improvement Using Waiting Time of the Worker 242
2.1 Surveillance Worker Model 242
2.2 Stimuli in the Waiting Time 242
3 Experiments with Simulated Environment 243
3.1 Simulated Environment of Surveillance System 243
3.2 Method of Measurement 243
4 Experimental Results and Discussion 244
4.1 Subjects 244
4.2 Reaction Time of the Subjects 245
4.3 Evaluation to Initial Time 245
4.4 Evaluation to Disposal Time 245
4.5 Evaluation to Productivity 246
4.6 Evaluation to Stress 246
5 Conclusion 247
References 248
Skill Evaluation and Education Services for Bed-Care Nursing with Sliding Sheet with Regression Analysis 249
1 Introduction 249
2 Skill Extraction 251
2.1 Participant 251
2.2 Equipment 251
2.3 Procedure 251
2.4 Results 251
2.5 Discussion 252
3 Skill Evaluation 252
3.1 Verification of the Analysis 252
3.2 Skill Education and Evaluation System 253
4 Conclusion 254
References 254
Kizkey Is the Key to a Better Care Service 256
1 Introduction 256
2 Nursing Care Services and Kizkey 257
2.1 Nursing Care Examined Using Service Science 257
2.2 Difficulties in Evaluating the Quality of Nursing Care Services 257
2.3 Kizkey for Good Nursing Care Service 258
2.4 Definition of Kizkey Data in This Study 258
2.5 Kizkey System 259
3 Method 259
3.1 Participants 259
3.2 Procedure 259
3.3 Data Analysis 259
4 Results 259
4.1 Overview of Recorded Kizkey Data 259
4.2 Difference Between Care Recipients Whose Condition Worsened and Those Whose Condition Improved or Was Maintained 260
4.3 Model of Good Nursing Care Service and the Definition of ``Depth´´ and ``Breadth´´ of Kizkey 260
4.4 Difference Between Skilled and Other Caregivers 261
5 Discussion 262
5.1 Relationship Between Kizkey Data and Condition of Care Recipients 262
5.2 Relationship Between Kizkey Data and Skill Level of Caregivers 262
5.3 Use of Kizkey Data by Caregivers 262
6 Conclusion 263
References 263
Role of Servicing Activity Visualization in Quality Control Circle 264
1 Introduction 264
2 Rerated Study 265
3 CSQCC 265
3.1 Sensing Technologies 266
3.2 Measurement Operation Supporting Technology 266
3.3 Visualization 266
4 Field Study 266
4.1 Place and Term 266
4.2 Process of the Field Study 267
4.3 Result and Discussion 267
4.3.1 QC Circle Activities 267
4.3.2 Result 1: Net Attending Time 268
4.3.3 Result 2: Walking Distance 268
4.3.4 Result 3: Number of (Additional) Orders 269
4.4 Discussion About the Role of Visualization in CSQCC 269
5 Conclusion 272
References 272
Physiological Detection of Satisfaction for Services by Body Motion Wave Revealing Unconscious Responses Reflecting Activities... 273
1 Introduction 273
2 Method for Taking Data of Unconscious Responses 274
2.1 Human System at the Viewpoint of Input/Output 274
2.2 Instrumentation 275
2.3 Body Motion Wave 275
3 Experiment 276
4 Result 276
5 Discussion 278
6 Conclusions 280
References 280
The Effects of Waiting Time, Length of Stay, and Hospital Remodeling on the Structure of Patient Satisfaction 281
1 Introduction 281
2 Objectives 282
3 Methods 282
3.1 Patient Survey 282
3.2 Analysis 283
4 Results 283
4.1 Patient Characteristics 283
4.2 Reclassification of Scale, Waiting Time, and Length of Stay 284
4.3 The Effects of Waiting Time on the Structure of Patient Satisfaction 284
4.4 The Effects of Length of Stay on the Structure of Patient Satisfaction 284
4.5 The Effects of Hospital Remodeling on the Structure of Patient Satisfaction 286
4.5.1 Outpatient Survey 286
4.5.2 Inpatient Survey 288
5 Discussion 288
5.1 The Effects of Waiting Time on the Structure of Outpatient Satisfaction 288
5.2 The Effects of Length of Stay on the Structure of Inpatient Satisfaction 289
5.3 The Effects of Remodeling on the Structure of Patient Satisfaction 290
5.3.1 Outpatient Satisfaction 290
5.3.2 Inpatient Satisfaction 290
5.4 Limitation 290
5.5 To Improve Patient Satisfaction 290
6 Conclusion 290
References 291
Service Satisfaction and Consciousness-Attitude Gap for Foreign Tourists Visiting Japan 292
1 Introduction 292
2 Designing the Questionnaire 293
2.1 Process 293
2.2 Hypothetical Model 293
2.3 Designing the Questionnaire 293
3 Results 294
3.1 Questionnaire Results 294
3.2 Inspected Model Results 294
3.2.1 Factor Analysis Concerning Service Quality 294
3.2.2 Basis Model 294
3.2.3 Hypothetical Model 295
3.2.4 Hypothesis 1 295
3.2.5 Hypothesis 2 295
4 Discussion 295
4.1 Basis Model 295
4.2 Hypothetical Model 296
4.3 Hypothesis 1 296
4.4 Hypothesis 2 296
4.5 Demand-Supply Gap and Expenditure Gap 296
5 Conclusion 296
References 297
Part V: Theoretical Perspectives on Service 298
Service as Artifact: Reconsideration of Value Cocreation 299
1 Introduction 299
2 Synthesis Problem of Artifacts 300
2.1 Emergent Synthesis 300
2.2 Classification of Difficulties in Synthesis 301
2.3 Variable Nature of Artifact: Product-Oriented Artifact and Service-Oriented Artifact 302
3 Model for Value Cocreation 303
3.1 Modeling of Value Creation Based on Emergent Synthesis 303
3.2 Origin of Value Cocreation: What Is Cocreation? 304
3.3 Service-Dominant Logic and Value Cocreation 304
4 New Roles for Science and Technology as Sources of Behavior 306
5 Conclusion 307
References 307
Development of Conceptual Framework for Value Cocreation of Service Based on the Japanese Governmental Service Science Researc... 309
1 Background and Objective 309
2 Method of Approach 310
2.1 Key Concept Analysis 310
2.2 Practice Science Approach 311
3 Extraction and Classification of Key Concepts 311
4 Key Structural Relationships and Constituent Concepts on Value Cocreation of Service 312
4.1 Value Proposition Through Channel with Content 313
4.2 Importance of Context and Bunch of Context 313
4.3 Value Cocreation of Service as Dynamic Reproduction Cycle: Customer Satisfaction and Prior Expectation 314
4.3.1 Customer Satisfaction 314
4.3.2 Prior Expectation 314
4.4 Value Cocreation of Service in Provider Side: Learning/Evaluation and Skill/Know-How 314
4.4.1 Value Cocreation in Provider Side Creating Value in Experience 314
4.4.2 Learning/Evaluation in Provider Side 315
4.4.3 Skill/Know-How as Operant Resources 315
4.5 Expanded Reproduction of Value Cocreation of Service: Value in Exchange in the Market 315
4.5.1 Cost and Return 315
4.5.2 Triple Sides of Cocreated Value: Value in Use, Value in Experience, and Value in Exchange 315
5 Conceptual Framework for Value Cocreation of Service 316
5.1 Formation of Conceptual Framework for Value Cocreation of Service 316
5.2 Validation of the Appropriateness of Developed Conceptual Framework 316
5.3 Limitation and Possibility: Analysis of Residual Key Concepts 318
6 Conclusions 319
References 319
An Interactive Model for the Synthesis of Service Functions Through Use Processes 320
1 Introduction 320
2 Related Study 321
2.1 Yoshikawa´s Study on Function, Service, and Use 321
2.2 Service-Dominant Logic 321
2.3 Comparison and Problem Setting 321
3 The Synthesis of Service Functions Through Use Processes 322
3.1 A Basic Definition of Service 322
3.2 Procedural Representation for Preparation and Activation 322
3.3 Bidirectional Aspect of Service: Contribution by Receiver 322
3.4 Structural Transformation of Function and Service Through Use Processes 322
4 Illustrative Examples 323
4.1 Komatsu KOMTRAX 323
4.1.1 Rationale for Selection 323
4.1.2 Overview of Komatsu KOMTRAX 323
4.1.3 The Modeling Results 324
4.2 Twitter 324
4.2.1 Rationale for Selection 324
4.2.2 Overview of Twitter Service 324
4.2.3 The Modeling Results 326
5 Comparison of the Two Case Studies 329
6 Conclusion 329
References 330
Statistical Estimation of Software Quality in Hospital Information System 331
1 Introduction 331
2 Background 331
2.1 Hospital Information System 331
2.2 Basic Unit in HIS: Order 332
2.3 Visualizing Hospital Actions from Data 332
3 Methods 334
3.1 Settings 334
3.2 Two Improvements 334
3.3 Quality Evaluation 335
4 Results 335
4.1 Comparison Among 2010-2013 (Hepatology) 335
4.2 Comparison Among 2010-2013 (Rheumatology) 335
5 Discussion 335
5.1 Our Goal: Framework on Data-Mining Based Healthcare Services 335
5.2 Future Healthcare Analytics 338
6 Conclusions 338
References 339
A Consideration of the Pricing Structure of Aesthetic Services: An Example of Consumer Decision Making with Ambiguous Informat... 341
1 Introduction 341
2 Basic Model 342
2.1 A Lottery Model of Choice with Ambiguous Information 342
2.1.1 The Case in Which the Priors Are Updated Using Bayes´ Rule 342
2.1.2 Updating Priors with an Ambiguity-Averse Model 343
2.2 The Case in Which a Consumer Selects a Salon from Among n Available Salons 343
2.2.1 Purchasing Any Package of Tickets at a Specific Salon Inevitably Increases Idiosyncratic Risk 343
2.2.2 Ambiguity Aversion of Consumers Results in Deeply Discounted Prices for the Trial Service 344
3 Effectiveness of Models in Increasing Demand for Aesthetic Services: Package of Tickets of a Specific Salon Increases Risk 344
3.1 Importance of Information Transparency 344
4 Unsolved Problem 345
4.1 Need for Tests Using Field Data 345
4.2 Need for a Validity Test of Model Assumption 345
References 345
Part VI: Social Problems in Service 346
Designing New Business Development Program Based on Systems Engineering Methodology with Participatory Systems Analysis in Sma... 347
1 Introduction 347
2 Problem 348
3 Approach 348
3.1 Systems Engineering (SE) Methodology 348
3.1.1 What Is Systems Engineering? 348
3.1.2 SE for Societal Systems Design 348
3.1.3 Application of SE to Societal Systems Design 348
3.2 Participatory Systems Analysis (PSA) 349
4 Solution Design 349
4.1 System Boundary 349
4.2 Design Process 349
5 Evaluation 352
5.1 Evaluation Method 352
5.1.1 Evaluating Through PSA 352
5.1.2 Interviews with CEO and Professional 353
5.2 Evaluation Result 353
6 Discussion 354
7 Conclusion and Further Research 355
7.1 Conclusion 355
7.2 Further Research 355
References 355
Qualitative Simulation for Early-Stage Service Design 356
1 Introduction 356
2 Service Design Process and Simulation 357
2.1 Service Design Process 357
2.2 Existing Service Simulation 357
3 Approach of This Study 358
3.1 Qualitative Reasoning 358
3.2 Qualitative Process Theory 358
4 Service Design Process Using Qualitative Simulation 359
4.1 Overview 359
4.2 Service Modeling 359
4.3 Behavioral Pattern 359
4.4 Convergence 360
5 Application to Sample Case 360
5.1 Modeling of Car Sharing 360
5.2 Behavioral Pattern 361
6 Discussion 362
7 Conclusion 362
References 362
Impacts of Seasonal Factors on Travel Behavior: Basic Analysis of GPS Trajectory Data for 8Months 364
1 Introduction 364
2 Smartphone-Based Travel Survey 365
2.1 Study Area 365
2.2 Probe Person Travel Survey (PP Survey) 365
2.3 Smartphone Application for PP Survey 365
2.3.1 Input of a Plan 365
2.3.2 Deriving of GPS Trajectory Data 366
2.4 Implementation of the Survey 366
3 Data Preparation 366
3.1 Making Training Data 366
3.2 Destination Distribution 366
4 Basic Analysis 367
4.1 Seasonal Impact Analysis 367
4.1.1 Subject A 367
4.1.2 Subject B 368
4.2 Weather Impact Analysis 368
5 Transportation Mode Identification 369
5.1 Aggregate Information of Trips 369
5.2 Attribute Selection 369
5.3 Methodology 369
5.4 Scenarios and Results 370
5.4.1 Scenarios 370
5.4.2 Results and Discussion 370
6 Conclusions 371
References 371
Collaborative Innovation Centers (CICs): Toward Smart Service System Design 372
1 Introduction 372
2 Technical and Policy Literature 373
3 Collaborative Innovation Centers 374
4 Methodology for Establishing CICs 376
5 Conclusions and Future Research 377
References 378
Dispersed Energy Storage and Its Effect on Market Efficiency in Electricity Trading with Distributed Power Resources: An Exper... 379
1 Introduction 379
2 Related Work 380
3 Model Description 380
3.1 The Power Company 380
3.2 Players 380
3.3 The Profit of Players 381
3.4 The Trading Mechanism 381
4 Design of Experiments 382
4.1 Settings of Electricity Market 382
4.2 Parameters Assigned to Players 382
4.3 Information Given to Subjects 383
4.4 Procedures 383
5 Results 383
6 Conclusions 385
References 385

Produkt-Details

• Erscheint lt. Verlag: 5.10.2016
• Zusatzinfo: X, 400 p. 260 illus.
• Verlagsort: Tokyo
• Sprache: englisch
• Themenwelt: Mathematik / Informatik ► Informatik ► Web / Internet
• Themenwelt: Technik
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Logistik / Produktion
• Schlagworte: Engineering Economics • ICServ2015 Papers • Service Design • service innovation • service science • Service Technology • Servitization in Industry • value co-creation
• ISBN-10: 4-431-56074-2 / 4431560742
• ISBN-13: 978-4-431-56074-6 / 9784431560746