Serviceology for Smart Service System: Selected papers of the 3rd International Conference of Serviceology

386 Pages·2017·14.705 MB·English

by  Yuriko Sawatani, James Spohrer, Stephen Kwan, Takeshi Takenaka (eds.)

Yuriko Sawatani
James Spohrer
Stephen Kwan
Editors
Takeshi Takenaka
Serviceology for
Smart Service
System
Selected papers of the 3rd International Conference of
Serviceology
Serviceology for Smart Service System
Yuriko Sawatani • James Spohrer
Stephen Kwan • Takeshi Takenaka
Editors
Serviceology for Smart
Service System
Selected papers of the 3rd International
Conference of Serviceology
Editors
YurikoSawatani JamesSpohrer
GraduateSchoolofBionics,Computerand IBMUniversityProgramsWorld-Wide
MediaSciences IBMAlmadenResearchCenter
TokyoUniversityofTechnology SanJose,USA
Tokyo,Japan
StephenKwan TakeshiTakenaka
CollegeofBusiness NationalInstituteofAdvancedIndustrial
SanJoseStateUniversity ScienceandTechnology
SanJose,USA Tokyo,Japan
ISBN978-4-431-56072-2 ISBN978-4-431-56074-6 (eBook)
DOI10.1007/978-4-431-56074-6
LibraryofCongressControlNumber:2016949052
#SpringerJapan2017
Thisworkissubjecttocopyright.AllrightsarereservedbythePublisher,whetherthewholeorpartofthematerialis
concerned,specificallytherightsoftranslation,reprinting,reuseofillustrations,recitation,broadcasting,reproduction
on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic
adaptation,computersoftware,orbysimilarordissimilarmethodologynowknownorhereafterdeveloped.
Theuseofgeneraldescriptivenames,registerednames,trademarks,servicemarks,etc.inthispublicationdoesnot
imply,evenintheabsenceofaspecificstatement,thatsuchnamesareexemptfromtherelevantprotectivelawsand
regulationsandthereforefreeforgeneraluse.
Thepublisher,theauthorsandtheeditorsaresafetoassumethattheadviceandinformationinthisbookarebelieved
tobetrueandaccurateatthedateofpublication.Neitherthepublishernortheauthorsortheeditorsgiveawarranty,
expressorimplied,withrespecttothematerialcontainedhereinorforanyerrorsoromissionsthatmayhavebeen
made.
Printedonacid-freepaper
ThisSpringerimprintispublishedbySpringerNature
TheregisteredcompanyisSpringerJapanKK
Preface
Services are not merely key economic activities, but also major factors that improve our
qualityoflife,makelocalcommunitiesprosperous,andthenprovideafoundationforsolving
emergingissues.Inanincreasinglyglobalizedmarket,itisnecessarytoincreasetheeconomic
valueofproductsandservices,aswellastoenrichtheirvalue(lifevalue)foreveryindividual
citizen usingthoseservices.Inaddition,advancedtechnologies,includingbigdata,IoT,AI,
andothers, bringuspossibilitiestodesignsmartservicesystemsbysolving emerging social
issues,suchasanagingsocietyandsocialsecurity,andglobalchallenges,suchasenergyand
environmentalissues.
Traditionally,service-relatedresearchhasdevelopedinindividualfieldstypifiedbyman-
agement, marketing, information engineering, and design engineering. However, to provide
betterservicestooursociety,itiscriticalthatsocialsciences,humansciences,andengineer-
ing sciences work together as well as establish a strong partnership between industry and
academia.There,weneedtocreateanacademicunderstandingoftheactivitiesthatrelateto
socialandeconomicservices,whichmeansthatitisnecessarytoestablishanunderstandingof
the comprehensive servicesthat include not only the narrowlydefined services industry,but
also the development of services by manufacturers. Moreover, it is necessary to develop a
frameworktoco-createhighcustomersatisfactioninalliancewithcustomers.
The Societyfor Serviceology (SfS) was launched in Japan inOctober 2012 and has been
developed globally. SfS aims to contribute to efforts concerning various industrial issues by
organizingthevastknowledgeofservicesandtoestablish“academicsforsociety”relatingto
services.
The Third International Conference on Serviceology (ICServ2015) was held July 7–9,
2015,inSanJose,CA,USA.Thethemeofthisconferencewas“EngineeringandManagement
of Smart Service Systems — Cultural Factors in Customer Engagement”. It covered service
innovation and design, smart service systems, service marketing, human factors and service
engineering, and theoretical perspectives on service and social problems in services. The
conference was sponsored by Fujitsu, IBM, and The International Society of Service
Innovation Professionals (ISSIP). We would like to thank the members of the organizing
committee, the program committee, and all conference participants for their contribution to
thesuccessoftheconference.
Tokyo,Japan YurikoSawatani
TakeshiTakenaka
SanJose,CA,USA JamesSpohrer
StephenKwan
v
Contents
PartI ServiceInnovation&Design
1 ANewServiceClassSchemeforServiceInnovationinJapanese
AutomationIndustry. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
YoshitakaYuki,SeiichiKawata,HiroyukiImanari,TakeoSuzuki,
NorioAburatani,MotomiKohata,TakeruKawai,TomioMakino,
YukiyoAkisada,andMotoyaTametani
2 DesignofServiceEcosystemBasedonInteractiveDesignSupport
intheCaseofJob-HuntingSupportServices. . . . . . . . . . . . . . . . . . . . . . . . . 11
YukiWakisaka,YuyaYamamoto,JunOta,andTatsunoriHara
3 AMethodforSupportingCustomerModelConstruction:UsingaTopic
ModelforPublicServiceDesign. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
SatoshiMizoguchi,TakatoshiIshii,YutaroNemoto,MaikoKaneda,
AtsukoBando,ToshiyukiNakamura,andYoshikiShimomura
4 AProposaloftheEmotionHierarchyDiagramforDesigningtheService
Processes.. . . .. . . .. . . .. . . .. . . . .. . . .. . . .. . . .. . . .. . . .. . . . .. . . .. . 27
NanamiShimazaki,YasuharuNishi,andMichikoTsubaki
5 ACreedforServiceDesigners. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
StephenK.KwanandYutakaYamauchi
6 DesignSupportSystemforSightseeingTours. . . . . . . . . . . . . . . . . . . . . . . . 45
JunHirota,KazuyaOizumi,ToshikiMizushima,TatsunoriHara,
andKazuhiroAoyama
7 ServiceDataModelinDesignSupportSystemforSightseeingTours. . . . . . 55
ToshikiMizushima,JunHirota,KazuyaOizumi,andKazuhiroAoyama
8 DesignofaLocalizedScienceEducationProgramforCultivating
anIntergenerationalCommunity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
KinukoIizawa,KokiKusano,EriInoue,andNaohikoKohtake
9 HowtoGenerateSustainableServices?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
AdiWolfsonandDorithTavor
10 ServiceInnovationforReducingFoodAdulterationProbleminBangladesh. . . 79
IffatTasnimHaqueandYoujiKohda
11 ChallengestoDeployServiceDesigninOrganizations:AnalysisThrough
“ScalingUp”Workshops. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
FumiyaAkasaka,TakehikoOhno,andMikaYasuoka
12 GeneralizedServiceProcessExpressedbyContext-FreeGrammar. . . . . . . . 99
FumihiroMaruyama
vii
viii Contents
13 RealizationofMobilityasaServiceinViewofAmbientIntelligence. . . . . . . 111
HideyukiNakashima,KeijiHirata,andJunichiOchiai
PartII SmartServiceSystems
14 CustomerExperienceinTraditionalandModernRetailFormats:
ACaseStudyofVietnam. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
NhungTranThiTuyetandYoshinoriHara
15 ACombinatorialAuction-BasedApproachtoStaffShiftScheduling
inRestaurantBusiness. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
NobutadaFujii,JumpeiOda,ToshiyaKaihara,andTakeshiShimmura
16 EnhancingKitchenLayoutandTrainingtoImproveManagement
andEmployeeSatisfactionataMultiproductJapaneseCuisineRestaurant. . . 139
TakeshiShimmura,ToshihumiTakahashi,SyuichiOura,TomoyukiAsakawa,
ToshiyaKaihara,NobutadaFujii,andTomomiNonaka
17 TheEfficientProvisionofCulture-SensitiveServices:AModularization
Approach. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
AndreasJanson,ChristophPeters,andJanMarcoLeimeister
18 NurseBedCareActivityAnalysisforIntelligentTrainingService. . . . . . . . . 159
XiaoruiQiao,JunkiNakagawa,KoshiroYanai,JunkoYasuda,WenWen,
AtsushiYamashita,andHajimeAsama
19 AnEvolvingServiceSysteminMicrofinance:ACaseStudyinBRAC,
Bangladesh. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Md.AbulKalamSiddike,YoujiKohda,andMonirulHoque
PartIII ServiceMarketing
20 DevelopinganAdHocQuestionnaireModelforExtracting
ConsumerBehaviourinServiceEncounter. . . . . . . . . . . . . . . . . . . . . . . . . . 183
HisashiMasudaandYoshinoriHara
21 BuildingaConceptualPreferenceModelBasedonPersonalPurchase
RecordsforRetailServiceImprovement. . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
MarinaFujita,WeiWenpeng,ToshikoAizono,andKojiAra
22 AreSuperiorServicesAlwaysGoodforSatisfactionFormation?
ConsiderationofIndebtednesstoaContactPerson. . . . . . . . . . . . . . . . . . . . 207
TakahiroChiba
23 AnAnalysisofKeyFactorsofthe“OmotenashiConsumption”
inRestaurants. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
HiroyukiMiyaiandChizuruNishio
24 StructuralEquationModelingofPurchaseFunnel. . . . . . . . . . . .. . . . . . . . . 221
NaotadaYamamoto
PartIV HumanFactorsandServiceEngineering
25 TowardSportsTrainingServicewiththeInteractiveLearningPlatform. . . . 231
HiroyukiOkamoto,AlessandroMoro,AtsushiYamashita,andHajimeAsama
26 VR|ServE:ASoftwareToolsetforServiceEngineeringUsingVirtual
Reality. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
PhilippWestnerandSibylleHermann
Contents ix
27 ProductivityImprovementandStressReductionbyShowingInformation
toaSurveillanceWorker. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
MitsunariUozumi,KouichiYamada,ShutoMurai,HajimeAsama,
andKaoruTakakusaki
28 SkillEvaluationandEducationServicesforBed-CareNursing
withSlidingSheetwithRegressionAnalysis. . . . . . . . . . . . . . . . . . . . . . . . . . 253
WenWen,XiaoruiQiao,KoshiroYanai,JunkiNakagawa,JunkoYasuda,
AtsushiYamashita,andHajimeAsama
29 KizkeyIstheKeytoaBetterCareService. . . . . . . . . . . . . . . . . . . . . . . . . . . 261
RyokoFukuda,AtsushiShinjo,MasahiroKudo,YutaroOno,andJunMurai
30 RoleofServicingActivityVisualizationinQualityControlCircle. . . . . . . . . 269
TakashiOkuma,TomohiroFukuhara,RyosukeIchikari,Ching-TzunChang,
LuisCarlosManriqueRuiz,TakeshiShinmura,andTakeshiKurata
31 PhysiologicalDetectionofSatisfactionforServicesbyBodyMotionWave
RevealingUnconsciousResponsesReflectingActivitiesofAutonomic
NervousSystems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
HiroakiOkawaiandMitsuruTakashima
32 TheEffectsofWaitingTime,LengthofStay,andHospitalRemodeling
ontheStructureofPatientSatisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
MasumiOkuda,AkiraYasuda,andShusakuTsumoto
33 ServiceSatisfactionandConsciousness-AttitudeGapforForeignTourists
VisitingJapan. . . . . .. . . . . . . . . . . .. . . . . . . . . . . . .. . . . . . . . . . . .. . . . . . 299
KenjuAkai,KoheiYamashita,andNariakiNishino
PartV TheoreticalPerspectivesonService
34 ServiceasArtifact:ReconsiderationofValueCocreation. . . . . . . . . . . . . . . 307
KanjiUeda,TakeshiTakenaka,andNariakiNishino
35 DevelopmentofConceptualFrameworkforValueCocreationofService
BasedontheJapaneseGovernmentalServiceScienceResearchProgram. . . 317
TeruyasuMurakami
36 AnInteractiveModelfortheSynthesisofServiceFunctionsThroughUse
Processes.. . . .. . . .. . . .. . . .. . . . .. . . .. . . .. . . .. . . .. . . .. . . . .. . . .. . 329
TatsunoriHara,TamioArai,andAmanGupta
37 StatisticalEstimationofSoftwareQualityinHospitalInformationSystem. . 341
ShusakuTsumoto,ShojiHirano,andToshihikoKawamura
38 AConsiderationofthePricingStructureofAestheticServices:AnExample
ofConsumerDecisionMakingwithAmbiguousInformation. . . . . . . . . . . . . 351
RyokoWada
PartVI SocialProblemsinService
39 DesigningNewBusinessDevelopmentProgramBasedonSystemsEngineering
MethodologywithParticipatorySystemsAnalysisinSmallandMidsized
Enterprise. .. . . . . . . . . . . . . .. . . . . . . . . . . . . . .. . . . . . . . . . . . . .. . . . . . . 359
YoshikazuTomita,KyokoWatanabe,andTakashiMaeno
x Contents
40 QualitativeSimulationforEarly-StageServiceDesign. . . . . . . . . . . . . . . . . . 369
YoshikiMorishita,FumikaMurakami,KojiKimita,ShigeruHosono,
SayakaIzukura,HiroshiSakaki,ErikoNumata,andYoshikiShimomura
41 ImpactsofSeasonalFactorsonTravelBehavior:BasicAnalysis
ofGPSTrajectoryDatafor8Months. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
MasahiroAraki,RyoKanamori,LeiGong,andTakayukiMorikawa
42 CollaborativeInnovationCenters(CICs):TowardSmartServiceSystem
Design. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 385
Qiqing(Christine)Ouyang,JimSpohrer,JuanCaraballo,DaleDavis,Stephen
Perelgut,MarcellusMindel,HishamEl-Shishiny,andSeshadriSubbanna
43 DispersedEnergyStorageandItsEffectonMarketEfficiency
inElectricityTradingwithDistributedPowerResources:
AnExperimentalEconomicsStudy. . . .. . . .. . . .. . . .. . . .. . . .. . .. . . .. . 393
SangjicLee,RyuichiUda,KenjuAkai,andNariakiNishino
Part I
Service Innovation & Design