Serviceology for Smart Service System

Serviceology for Smart Service System ThiS is a FM Blank Page Yuriko Sawatani • James Spohrer Stephen Kwan • Takeshi Takenaka Editors Serviceology for Smart Service System Selected papers of the 3rd International Conference of Serviceology Editors Yuriko Sawatani Graduate School of Bionics, Computer and Media Sciences Tokyo University of Technology Tokyo, Japan James Spohrer IBM University Programs World-Wide IBM Almaden Research Center San Jose, USA Stephen Kwan College of Business San Jose State University San Jose, USA Takeshi Takenaka National Institute of Advanced Industrial Science and Technology Tokyo, Japan ISBN 978-4-431-56072-2 ISBN 978-4-431-56074-6 DOI 10.1007/978-4-431-56074-6 (eBook) Library of Congress Control Number: 2016949052 # Springer Japan 2017 This work is subject to copyright. 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Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. Printed on acid-free paper This Springer imprint is published by Springer Nature The registered company is Springer Japan KK Preface Services are not merely key economic activities, but also major factors that improve our quality of life, make local communities prosperous, and then provide a foundation for solving emerging issues. In an increasingly globalized market, it is necessary to increase the economic value of products and services, as well as to enrich their value (life value) for every individual citizen using those services. In addition, advanced technologies, including big data, IoT, AI, and others, bring us possibilities to design smart service systems by solving emerging social issues, such as an aging society and social security, and global challenges, such as energy and environmental issues. Traditionally, service-related research has developed in individual fields typified by management, marketing, information engineering, and design engineering. However, to provide better services to our society, it is critical that social sciences, human sciences, and engineering sciences work together as well as establish a strong partnership between industry and academia. There, we need to create an academic understanding of the activities that relate to social and economic services, which means that it is necessary to establish an understanding of the comprehensive services that include not only the narrowly defined services industry, but also the development of services by manufacturers. Moreover, it is necessary to develop a framework to co-create high customer satisfaction in alliance with customers. The Society for Serviceology (SfS) was launched in Japan in October 2012 and has been developed globally. SfS aims to contribute to efforts concerning various industrial issues by organizing the vast knowledge of services and to establish “academics for society” relating to services. The Third International Conference on Serviceology (ICServ2015) was held July 7–9, 2015, in San Jose, CA, USA. The theme of this conference was “Engineering and Management 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 the success of the conference. Tokyo, Japan San Jose, CA, USA Yuriko Sawatani Takeshi Takenaka James Spohrer Stephen Kwan v ThiS is a FM Blank Page Contents Part I 1 2 3 4 Service Innovation & Design A New Service Class Scheme for Service Innovation in Japanese Automation Industry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Yoshitaka Yuki, Seiichi Kawata, Hiroyuki Imanari, Takeo Suzuki, Norio Aburatani, Motomi Kohata, Takeru Kawai, Tomio Makino, Yukiyo Akisada, and Motoya Tametani Design of Service Ecosystem Based on Interactive Design Support in the Case of Job-Hunting Support Services . . . . . . . . . . . . . . . . . . . . . . . . . Yuki Wakisaka, Yuya Yamamoto, Jun Ota, and Tatsunori Hara A Method for Supporting Customer Model Construction: Using a Topic Model for Public Service Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Satoshi Mizoguchi, Takatoshi Ishii, Yutaro Nemoto, Maiko Kaneda, Atsuko Bando, Toshiyuki Nakamura, and Yoshiki Shimomura A Proposal of the Emotion Hierarchy Diagram for Designing the Service Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Nanami Shimazaki, Yasuharu Nishi, and Michiko Tsubaki 3 11 19 27 5 A Creed for Service Designers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Stephen K. Kwan and Yutaka Yamauchi 39 6 Design Support System for Sightseeing Tours . . . . . . . . . . . . . . . . . . . . . . . . Jun Hirota, Kazuya Oizumi, Toshiki Mizushima, Tatsunori Hara, and Kazuhiro Aoyama 45 7 Service Data Model in Design Support System for Sightseeing Tours . . . . . . Toshiki Mizushima, Jun Hirota, Kazuya Oizumi, and Kazuhiro Aoyama 55 8 Design of a Localized Science Education Program for Cultivating an Intergenerational Community . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Kinuko Iizawa, Koki Kusano, Eri Inoue, and Naohiko Kohtake 65 9 How to Generate Sustainable Services? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Adi Wolfson and Dorith Tavor 71 10 Service Innovation for Reducing Food Adulteration Problem in Bangladesh . . . Iffat Tasnim Haque and Youji Kohda 79 11 Challenges to Deploy Service Design in Organizations: Analysis Through “Scaling Up” Workshops . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Fumiya Akasaka, Takehiko Ohno, and Mika Yasuoka 12 Generalized Service Process Expressed by Context-Free Grammar . . . . . . . . Fumihiro Maruyama 89 99 vii viii 13 Contents Realization of Mobility as a Service in View of Ambient Intelligence . . . . . . . 111 Hideyuki Nakashima, Keiji Hirata, and Junichi Ochiai Part II Smart Service Systems 14 Customer Experience in Traditional and Modern Retail Formats: A Case Study of Vietnam . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 Nhung Tran Thi Tuyet and Yoshinori Hara 15 A Combinatorial Auction-Based Approach to Staff Shift Scheduling in Restaurant Business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131 Nobutada Fujii, Jumpei Oda, Toshiya Kaihara, and Takeshi Shimmura 16 Enhancing Kitchen Layout and Training to Improve Management and Employee Satisfaction at a Multiproduct Japanese Cuisine Restaurant . . . 139 Takeshi Shimmura, Toshihumi Takahashi, Syuichi Oura, Tomoyuki Asakawa, Toshiya Kaihara, Nobutada Fujii, and Tomomi Nonaka 17 The Efficient Provision of Culture-Sensitive Services: A Modularization Approach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147 Andreas Janson, Christoph Peters, and Jan Marco Leimeister 18 Nurse Bed Care Activity Analysis for Intelligent Training Service . . . . . . . . . 159 Xiaorui Qiao, Junki Nakagawa, Koshiro Yanai, Junko Yasuda, Wen Wen, Atsushi Yamashita, and Hajime Asama 19 An Evolving Service System in Microfinance: A Case Study in BRAC, Bangladesh . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Md. Abul Kalam Siddike, Youji Kohda, and Monirul Hoque Part III Service Marketing 20 Developing an Ad Hoc Questionnaire Model for Extracting Consumer Behaviour in Service Encounter . . . . . . . . . . . . . . . . . . . . . . . . . . 183 Hisashi Masuda and Yoshinori Hara 21 Building a Conceptual Preference Model Based on Personal Purchase Records for Retail Service Improvement . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197 Marina Fujita, Wei Wenpeng, Toshiko Aizono, and Koji Ara 22 Are Superior Services Always Good for Satisfaction Formation? Consideration of Indebtedness to a Contact Person . . . . . . . . . . . . . . . . . . . . 207 Takahiro Chiba 23 An Analysis of Key Factors of the “Omotenashi Consumption” in Restaurants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213 Hiroyuki Miyai and Chizuru Nishio 24 Structural Equation Modeling of Purchase Funnel . . . . . . . . . . . . . . . . . . . . . 221 Naotada Yamamoto Part IV Human Factors and Service Engineering 25 Toward Sports Training Service with the Interactive Learning Platform . . . . 231 Hiroyuki Okamoto, Alessandro Moro, Atsushi Yamashita, and Hajime Asama 26 VR|ServE: A Software Toolset for Service Engineering Using Virtual Reality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237 Philipp Westner and Sibylle Hermann Contents ix 27 Productivity Improvement and Stress Reduction by Showing Information to a Surveillance Worker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245 Mitsunari Uozumi, Kouichi Yamada, Shuto Murai, Hajime Asama, and Kaoru Takakusaki 28 Skill Evaluation and Education Services for Bed-Care Nursing with Sliding Sheet with Regression Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . 253 Wen Wen, Xiaorui Qiao, Koshiro Yanai, Junki Nakagawa, Junko Yasuda, Atsushi Yamashita, and Hajime Asama 29 Kizkey Is the Key to a Better Care Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 261 Ryoko Fukuda, Atsushi Shinjo, Masahiro Kudo, Yutaro Ono, and Jun Murai 30 Role of Servicing Activity Visualization in Quality Control Circle . . . . . . . . . 269 Takashi Okuma, Tomohiro Fukuhara, Ryosuke Ichikari, Ching-Tzun Chang, Luis Carlos Manrique Ruiz, Takeshi Shinmura, and Takeshi Kurata 31 Physiological Detection of Satisfaction for Services by Body Motion Wave Revealing Unconscious Responses Reflecting Activities of Autonomic Nervous Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279 Hiroaki Okawai and Mitsuru Takashima 32 The Effects of Waiting Time, Length of Stay, and Hospital Remodeling on the Structure of Patient Satisfaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287 Masumi Okuda, Akira Yasuda, and Shusaku Tsumoto 33 Service Satisfaction and Consciousness-Attitude Gap for Foreign Tourists Visiting Japan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299 Kenju Akai, Kohei Yamashita, and Nariaki Nishino Part V Theoretical Perspectives on Service 34 Service as Artifact: Reconsideration of Value Cocreation . . . . . . . . . . . . . . . 307 Kanji Ueda, Takeshi Takenaka, and Nariaki Nishino 35 Development of Conceptual Framework for Value Cocreation of Service Based on the Japanese Governmental Service Science Research Program . . . 317 Teruyasu Murakami 36 An Interactive Model for the Synthesis of Service Functions Through Use Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329 Tatsunori Hara, Tamio Arai, and Aman Gupta 37 Statistical Estimation of Software Quality in Hospital Information System . . 341 Shusaku Tsumoto, Shoji Hirano, and Toshihiko Kawamura 38 A Consideration of the Pricing Structure of Aesthetic Services: An Example of Consumer Decision Making with Ambiguous Information . . . . . . . . . . . . . 351 Ryoko Wada Part VI 39 Social Problems in Service Designing New Business Development Program Based on Systems Engineering Methodology with Participatory Systems Analysis in Small and Midsized Enterprise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359 Yoshikazu Tomita, Kyoko Watanabe, and Takashi Maeno x Contents 40 Qualitative Simulation for Early-Stage Service Design . . . . . . . . . . . . . . . . . . 369 Yoshiki Morishita, Fumika Murakami, Koji Kimita, Shigeru Hosono, Sayaka Izukura, Hiroshi Sakaki, Eriko Numata, and Yoshiki Shimomura 41 Impacts of Seasonal Factors on Travel Behavior: Basic Analysis of GPS Trajectory Data for 8 Months . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377 Masahiro Araki, Ryo Kanamori, Lei Gong, and Takayuki Morikawa 42 Collaborative Innovation Centers (CICs): Toward Smart Service System Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 385 Qiqing (Christine) Ouyang, Jim Spohrer, Juan Caraballo, Dale Davis, Stephen Perelgut, Marcellus Mindel, Hisham El-Shishiny, and Seshadri Subbanna 43 Dispersed Energy Storage and Its Effect on Market Efficiency in Electricity Trading with Distributed Power Resources: An Experimental Economics Study . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393 Sangjic Lee, Ryuichi Uda, Kenju Akai, and Nariaki Nishino