The Journal of Science Policy and Research Management

Service Innovation and Japanese Leadership

Raymond P. FISK

Article type: Article
2014 Volume 28 Issue 3_4 Pages 248-250
Published: February 26, 2014
Released on J-STAGE: October 21, 2017

DOIhttps://doi.org/10.20801/jsrpim.28.3_4_248

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Service, innovation is essential for the future of Japan. This prefatory note discusses service innovation, designing for service innovation, service sustainability, service arts, and my expectations for Japan and for this special issue. The main points are: (1) Service relationships should yield mutual value for all parties and solutions are needed in social, economic, and environmental areas throughout the world; (2) Service design needs to broaden its focus into complex service systems design; (3) The focus of service innovation should expand to include environmental sustainability; and (4) Service aesthetics stimulate and influence customer gratification with the service encounter and will become another view for service innovation. I believe Japan will become a world leader in service innovation because it has both ancient service understanding and modern service technology. The papers published in this special issue will contribute to achieving service innovations in Japan.

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New Trends in Service Innovation(<SPECIAL REPORT>NEW TRENDS IN SERVICE INNOVATION)

Kunio SHIRAHADA, Naoshi UCHIHIRA, Michitaka KOSAKA

Article type: Article
2014 Volume 28 Issue 3_4 Pages 251-253
Published: February 26, 2014
Released on J-STAGE: October 21, 2017

DOIhttps://doi.org/10.20801/jsrpim.28.3_4_251

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In this opening article, the authors describe the background of this special issue. Service innovations are now required for both economic growth and social well-being improvement. The aim of the special issue is to encourage new perspectives and practical ideas to realize them. Two invited papers suggest frameworks to achieve service innovation on the basis of Japanese global competitiveness: infrastructure technology and hospitality services. The topics of five accepted papers include R&D personnel's innovations for service business, the model of customer relationships for service innovation, business processes for service sustainability, followership management in organizations, and a new educational service. These articles provide new lenses for thinking about and for practicing service innovation.

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A Value Co-creation Model for Japanese Creative Services : Enhancement and classification of the value co-creation model based on tacit knowledge utilization(<SPECIAL REPORT>NEW TRENDS IN SERVICE INNOVATION)

Yoshinori HARA, Hiroki OKA

Article type: Article
2014 Volume 28 Issue 3_4 Pages 254-261
Published: February 26, 2014
Released on J-STAGE: October 21, 2017

DOIhttps://doi.org/10.20801/jsrpim.28.3_4_254

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In this paper, we aim to classify various aspects of the value co-creation model, in particular, based on the high-context Japanese creative services. In addition to the existing work applying for the explicit value creation process and the explicit needs, we enhance the model to include the information utilization processes with tacit knowledge. Introducing the value co-creation processes such as "Omonpakari", "Mitate", and "Suriawase", gives us the insights reducing the commoditization of values. Enhancement of the model contributes to developing the value creation framework that contains both sustainability and scalability towards a new way of service globalization.

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Innovation Through Objects-Infrastructure-Service Integration : New business and new industry creation approach(<SPECIAL REPORT>NEW TRENDS IN SERVICE INNOVATION)

Kiyoshi NIWA

Article type: Article
2014 Volume 28 Issue 3_4 Pages 262-275
Published: February 26, 2014
Released on J-STAGE: October 21, 2017

DOIhttps://doi.org/10.20801/jsrpim.28.3_4_262

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Two problems in the current service research are identified, which are service predominant thinking and vague definition of service. Through overcoming these problems, this paper proposes an approach for new businesses and new industries creation. It helps people to elaborate new business and industry models through flexibly connecting three elements of objects, infrastructure and service.

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[title in Japanese]

Article type: Bibliography
2014 Volume 28 Issue 3_4 Pages 277-279
Published: February 26, 2014
Released on J-STAGE: October 21, 2017

DOIhttps://doi.org/10.20801/jsrpim.28.3_4_277

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R&D Transformation Involved by Sevitization of IT Company

Yuriko SAWATANI, Yuko FUJIGAKI, Kiyoshi NIWA

Article type: Article
2014 Volume 28 Issue 3_4 Pages 281-291
Published: February 26, 2014
Released on J-STAGE: October 21, 2017

DOIhttps://doi.org/10.20801/jsrpim.28.3_4_281

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Shifting to service economy by transforming social structure has become a global phenomenon. This affects the research and development (R&D) organization. Manufacturing companies are shifting to service business, therefore the R&D needs a transformation to drive service innovation. This paper grasps the R&D transformation focusing on R&D activities by questionnaire and interview surveys. First, our findings suggest that the collaboration with a service organization changes the R&D behaviors, so that they create new research themes based on value in use viewpoints. Second, the outputs created by R&D in service research are not only new technologies added to technologies developed through existing R&D and applications such as extensions and adaptations of technologies, but also integration and design methods to embed technologies into service systems, and site knowledge obtained from knowledge maintained by the customer.

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Value Creation Processes in the Massage-chair Development

Soichiro UJITA, Schumpeter TAMADA

Article type: Article
2014 Volume 28 Issue 3_4 Pages 292-302
Published: February 26, 2014
Released on J-STAGE: October 21, 2017

DOIhttps://doi.org/10.20801/jsrpim.28.3_4_292

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Value creation is an important issue in product development. Value creation should implement the benefits based on customer needs, and is necessary to recognize real customers in the market. Accurately determining customer needs is difficult to accomplish. In this research, we develop models of the value creation process by examining the design of massage- chair. Specifically, we study how the intangible and ambiguous notions of comfortableness called "momiaji" are transferred into the technical characteristics of the chair. Analysis of case studies resulted in two models called "co-creation synchronization process" and "virtual customer synchronization process". The former process aims to grasp the exact needs of customers as the co-creation partner. The latter process utilizes managers acquainted with the market, who acts as a virtual customer to create the value. The difference in the two processes is in the organizational capabilities used to grasp the customer needs. To avoid the risk of making products divergent from customer needs, the co-creation synchronization process is superior. To create drastically innovative products or reduce production cycle time and cost, the virtual customer synchronization process is superior.

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In-depth Service Model to Promote Corporate Sustainability

Daisuke SUGIYAMA

Article type: Article
2014 Volume 28 Issue 3_4 Pages 303-312
Published: February 26, 2014
Released on J-STAGE: October 21, 2017

DOIhttps://doi.org/10.20801/jsrpim.28.3_4_303

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This paper studies an in-depth service model that promotes sustainability in servitized economy, through focusing on the relationship between service provider and recipient. A consecutive relationship between them will bring out mutual reliance and trust. We conducted four advanced companies including Starbucks Coffee Japan, Ltd. to find a transition of customer status. As a result, we found 5P elements: product, physical evidence, people, perspective and personalization, which drive the customer transition effectively. We developed a model indicating that the both parties are exchanging meanings, instead of merely exchanging functions. This process leads to form a community, thereby promoting sustainability of service business.

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Case Study of the Superior Followership of the Service Viewpoint

Genji SHIMOMURA, Michitaka KOSAKA

Article type: Article
2014 Volume 28 Issue 3_4 Pages 313-322
Published: February 26, 2014
Released on J-STAGE: October 21, 2017

DOIhttps://doi.org/10.20801/jsrpim.28.3_4_313

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Amid the continuing shift toward a service economy based on service innovation, improving the productivity of service organizations is a major issue. The followership of employees (followers), who support leaders, is a major factor in issue resolution. Follower ship is the process of value co-creation in which followers achieve their own objectives by supporting attainment of goals by the leader. This is the internal service provided by followers to leaders. Research analyzing the behavior of followers toward leaders from the standpoint of such value co-creation remains insufficient, and this paper therefore aims to identify factors of superior followership from a service standpoint. Our case analyses, through a theoretical lens, of Internet service-providing ventures revealed three factors: delivery of value that exceeds expectations (process), the ability to infer needs (concept), and collective values that bolster relationships (organizational philosophy, culture). These factors interact with each other, thereby further enhancing followership.

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A Proposal of Curriculum Support System for Educating Information Technology Specialists Based on a Concept of Knowledge Space

Wooseok DONG

Article type: Article
2014 Volume 28 Issue 3_4 Pages 323-332
Published: February 26, 2014
Released on J-STAGE: October 21, 2017

DOIhttps://doi.org/10.20801/jsrpim.28.3_4_323

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Legacy curriculum support systems have simple functions for syllabus searching and lecture registration. However, students, who are educational service customers, have different characteristics such as career goals, potentials, and interests. However, students are provided fixed curricula which are designed by educational service providers. In this paper, we propose a preliminary curriculum support system based on a service science approach for becoming information technology specialists. The aim of this system is to support completion activities through which students can design a suitable curriculum to reach to their individual career goals. For evaluation, we selected 10 graduates of university A, who gave us feedback and comments on the proposed system and the curriculum which they had completed. We checked the overlap between the curriculum provided to the graduates and the recommended curriculum by our system. As a result, our system records 57.66% overlap between the recommended courses and courses taken by graduates. We expect that this system can become an interactive support system between students and service providers for value co-creation.

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