The Knowledge Creation Extension Model in Service Business

Abstract

The creation of a new service business is becoming one of the major challenges in Japan. First, we discussed some process models to increase the choice of people who wish to create new services because service business characterized by the intangibility and the simultaneity requires more frequent use of customer's knowledge, compared with manufacturing business centered on the exchange of tangible goods. Second, we proposed a "KCE (Knowledge Creation Extension) Model", which integrated Nonaka's SECI Model with the separation of internal and external knowledge in the Absorptive Capacity Model and five steps in the Design Thinking Model. Third, in order to verify both of the applicability range and the usefulness in the model, we examined (1) eight companies with a focus on the companies won the Japan Service Award and (2) a detailed company case of innovative service. As a result, both of the applicability range and the usefulness in the proposed model were confirmed, and a few valuable findings were obtained.