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