Journal of Japan Industrial Management Association
Online ISSN : 2187-9079
Print ISSN : 1342-2618
ISSN-L : 1342-2618
Volume 63 , Issue 3
Showing 1-17 articles out of 17 articles from the selected issue
  • Type: Cover
    2012 Volume 63 Issue 3 Pages Cover6-
    Published: October 15, 2012
    Released: November 01, 2017
    JOURNALS FREE ACCESS
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  • Type: Cover
    2012 Volume 63 Issue 3 Pages Cover7-
    Published: October 15, 2012
    Released: November 01, 2017
    JOURNALS FREE ACCESS
    Download PDF (17131K)
  • Type: Index
    2012 Volume 63 Issue 3 Pages Toc4-
    Published: October 15, 2012
    Released: November 01, 2017
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  • Yoshiki SHIMOMURA
    Type: Article
    2012 Volume 63 Issue 3 Pages 125-
    Published: October 15, 2012
    Released: November 01, 2017
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  • Yuki NAGAO, Hiroyuki UMEMURA
    Type: Article
    2012 Volume 63 Issue 3 Pages 126-137
    Published: October 15, 2012
    Released: November 01, 2017
    JOURNALS FREE ACCESS
    In past years, although the importance of providing customers with affective experiences has been pointed out, there have been few proposals of guidelines and methods to design actual services and products that provide affective experiences. Meanwhile, in industries, omotenashi has been utilized as a keyword for such services and products that may provide affective experiences. However, the conceptual definition and elements of omoteriashi have not been made clear. In order to provide design guidelines for services and/or products that provide customers with omotenashi experiences, this study aimed to extract elements of omotenashi, and to develop an evaluation tool to measure how services and/or products are fulfilling these omotenashi elements. Firstly in this study, based on the results of an intensive literature review, a definition of omoteriashi is given. Secondly, 55 elements of omotenashi are extracted based on the results of the literature review as well as expert interviews and focus group interviews. Finally, an omotenashi evaluation tool is developed based on these elements, and its practicality is verified by actually applying the developed evaluation tool to 23 services and 19 products. As a result of a factor analysis, a 12-factors structure is identified as essential dimensions for omotenashi.
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  • Kouhei SUMITA, Yoshinobu KITAMURA, Munehiko SASAJIMA, Riichiro MIZOGUC ...
    Type: Article
    2012 Volume 63 Issue 3 Pages 138-153
    Published: October 15, 2012
    Released: November 01, 2017
    JOURNALS FREE ACCESS
    Service research is a kind of multidisciplinary research including management, marketing, economics, engineering and so on. "Services" are one of the fundamental concepts in all disciplines that compose service research. Many researchers have proposed definitions of services to date. The adequacy of these existing definitions, however, has never been evaluated. In this paper, we evaluate the adequacy of 13 existing definitions of the concept of services based on ontology engineering. Firstly, we analyze the conceptual structures of these definitions of services by clarifying their base concepts and attributes. The attributes are related to functions as shown in our previous research where we showed the notion that a function is a fundamental concept of services. Next, we discuss the evaluation criteria and evaluate the existing definitions based on these criteria. The result of the evaluation shows that the existing definitions are not adequate according to the criteria. Moreover, we evaluate our definition of services proposed in our previous research in the same way, and confirm its adequacy.
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  • Eizo KINOSHITA, Shin SUGIURA
    Type: Article
    2012 Volume 63 Issue 3 Pages 154-160
    Published: October 15, 2012
    Released: November 01, 2017
    JOURNALS FREE ACCESS
    Service science provides a new paradigm and value for us through human technology and sympathy. It is necessary to analyze and interpret the characteristics/properties of service science. This paper shows that dominant AHP is valid and available as an economics and service value measurement method.
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  • Yoichi SEKI, Yamato KAMEKURA
    Type: Article
    2012 Volume 63 Issue 3 Pages 161-172
    Published: October 15, 2012
    Released: November 01, 2017
    JOURNALS FREE ACCESS
    We propose a method to set a daily selling price of a single item from historical sales data; for example, POS data. First, we estimate a generalized linear model to predict the store-level daily sales volume of the item. To estimate this model, we assume that the sales volumes are Poisson-distributed and that the price elasticity is constant. From this model, we can obtain a demand curve and an estimate of price elasticity of the item as the model parameters. The assumption of Poisson distribution enables us to estimate the price elasticity from low-level sales amounts. In addition, we clarify the relationship between gross profit and three variables: the price elasticity, the selling price and the purchase price. Using this relationship, we propose a method to set a selling price that maximizes the gross profit with respect to the price, and we indicate that there are two price policies that give us a local maximum gross profit: the regular price policy and the discount price policy. Considering long-term benefits, we show the existence of a scenario that provides a higher gross profit at the expense of short-term profits, if there is some method used to control the price elasticity. Finaly, we describe a case study using POS data collected from drug stores. We estimate the price elasticity of stores, and verify the policy of the stores.
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  • Mitsuo SHIMOHATA, Hiroyuki MIKI, Naotsune HOSONO, Shigeo TACHIBANA
    Type: Article
    2012 Volume 63 Issue 3 Pages 173-181
    Published: October 15, 2012
    Released: November 01, 2017
    JOURNALS FREE ACCESS
    Service sites where service staff and customers meet are an important aspect in considering service productivity. Improvement of service sites using scientific and engineering methods requires that an index which shows service performance be determined and measured. However, large variation of the indices in a service field and intangibility and suddenness in service activity make the determination and the measurement difficult. In this paper, we set our target service scene as souvenir shopping at a tourist site and investigate the correlation between purchase ratio and three behavior indices: the number of items given attention, the time in shop and the conversation time with shop staff. The experiment involves participant observation as qualitative research. The experiment shows that the numbers of items given attention and the time in shop are suitable for use as service indices.
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  • Kenji TAMAKI, Shun'ichi KANEKO
    Type: Article
    2012 Volume 63 Issue 3 Pages 182-195
    Published: October 15, 2012
    Released: November 01, 2017
    JOURNALS FREE ACCESS
    This paper proposes a generic methodology for engineering service to build a statistical predictive model based on historical data of many products in small quantities. The methodology is evaluated via simulations for polishing rate prediction in a semiconductor chemical mechanical polishing (CMP) process. The process control model enables process engineers to control the polished amOunt, while the equipment monitoring model enables equipment maintenance engineers to replace consumed materials at the appropriate point. The model can quickly predict the polishing rate based on equipment-derived data to ensure prompt handling of high-speed process drift. However, the polishing rate varies randomly in the production of many products in small quantities. To separate the equipment drift in the polishing rate from the seemingly random effects of product switching, we developed a new predictive model and method for building this model. In the methodology, multilevel model configuration is employed to allow the polishing rate prediction model to be adjusted to individual variability of products. Parameters of the complicated predictive model including those for individual variability of products are identified using a procedure including Markov chain Monte Carlo (MCMC) sampling from probability variables defined in a hierarchical Bayesian model. Simulation results show that the proposed methodology could identify the model parameters for individual variability of products with a high degree of accuracy despite the skewed distribution of data of many products in small quantities. Furthermore, root-mean-square deviations of the control of polished amount are suppressed by 20% using the predictive model. The results show that the methodology is suitable for use in engineering service.
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  • Kohei MATSUMURA, Youji KOHDA
    Type: Article
    2012 Volume 63 Issue 3 Pages 196-199
    Published: October 15, 2012
    Released: November 01, 2017
    JOURNALS FREE ACCESS
    Preexisting data is necessary for analyzing services. We have developed a new fieldwork method making use of video to facilitate data collection, especially for office work. Our proposed method is characterized by the use of video. It enables a comparative study between similar or consecutive tasks through pair-wise replaying of video clips, which are cut out and paired based on the analysis of computer screens used by workers (subjects). A difficulty in the use of video recording is that there are no opportunities to ask the workers a question at the time of recording. This difficulty is mitigated through collaborative viewing of video clips in the workshop by both observers and subjects, a process that helps because the subjects recall the exact situations and the reasons for their actions at that time.
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  • Type: Appendix
    2012 Volume 63 Issue 3 Pages App19-
    Published: October 15, 2012
    Released: November 01, 2017
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  • Type: Appendix
    2012 Volume 63 Issue 3 Pages App20-
    Published: October 15, 2012
    Released: November 01, 2017
    JOURNALS FREE ACCESS
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  • Type: Appendix
    2012 Volume 63 Issue 3 Pages App21-
    Published: October 15, 2012
    Released: November 01, 2017
    JOURNALS FREE ACCESS
    Download PDF (69K)
  • Type: Appendix
    2012 Volume 63 Issue 3 Pages App22-
    Published: October 15, 2012
    Released: November 01, 2017
    JOURNALS FREE ACCESS
    Download PDF (69K)
  • Type: Appendix
    2012 Volume 63 Issue 3 Pages App23-
    Published: October 15, 2012
    Released: November 01, 2017
    JOURNALS FREE ACCESS
    Download PDF (69K)
  • Type: Appendix
    2012 Volume 63 Issue 3 Pages App24-
    Published: October 15, 2012
    Released: November 01, 2017
    JOURNALS FREE ACCESS
    Download PDF (69K)
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