Serviceology for Smart Service System

Part I. Service Innovation & Design

1. 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, Motoya Tametani

2. Design of Service Ecosystem Based on Interactive Design Support in the Case of Job-Hunting Support Services
Yuki Wakisaka, Yuya Yamamoto, Jun Ota, Tatsunori Hara

3. 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, Yoshiki Shimomura

4. A Proposal of the Emotion Hierarchy Diagram for Designing the Service Processes
Nanami Shimazaki, Yasuharu Nishi, Michiko Tsubaki

5. A Creed for Service Designers
Stephen K. Kwan, Yutaka Yamauchi

6. Design Support System for Sightseeing Tours
Jun Hirota, Kazuya Oizumi, Toshiki Mizushima, Tatsunori Hara, Kazuhiro Aoyama

7. Service Data Model in Design Support System for Sightseeing Tours
Toshiki Mizushima, Jun Hirota, Kazuya Oizumi, Kazuhiro Aoyama

8. Design of a Localized Science Education Program for Cultivating an Intergenerational Community
Kinuko Iizawa, Koki Kusano, Eri Inoue, Naohiko Kohtake

9. How to Generate Sustainable Services?
Adi Wolfson, Dorith Tavor

10. Service Innovation for Reducing Food Adulteration Problem in Bangladesh
Iffat Tasnim Haque, Youji Kohda

11. Challenges to Deploy Service Design in Organizations: Analysis Through “Scaling Up” Workshops
Fumiya Akasaka, Takehiko Ohno, Mika Yasuoka

12. Generalized Service Process Expressed by Context-Free Grammar
Fumihiro Maruyama

13. Realization of Mobility as a Service in View of Ambient Intelligence
Hideyuki Nakashima, Keiji Hirata, Junichi Ochiai

Part II. Smart Service Systems

14. Customer Experience in Traditional and Modern Retail Formats: A Case Study of Vietnam
Nhung Tran Thi Tuyet, Yoshinori Hara

15. A Combinatorial Auction-Based Approach to Staff Shift Scheduling in Restaurant Business
Nobutada Fujii, Jumpei Oda, Toshiya Kaihara, Takeshi Shimmura

16. Enhancing Kitchen Layout and Training to Improve Management and Employee Satisfaction at a Multiproduct Japanese Cuisine Restaurant
Takeshi Shimmura, Toshihumi Takahashi, Syuichi Oura, Tomoyuki Asakawa, Toshiya Kaihara, Nobutada Fujii, Tomomi Nonaka

17. The Efficient Provision of Culture-Sensitive Services: A Modularization Approach
Andreas Janson, Christoph Peters, Jan Marco Leimeister

18. Nurse Bed Care Activity Analysis for Intelligent Training Service
Xiaorui Qiao, Junki Nakagawa, Koshiro Yanai, Junko Yasuda, Wen Wen, Atsushi Yamashita, Hajime Asama

19. An Evolving Service System in Microfinance: A Case Study in BRAC, Bangladesh
Md. Abul Kalam Siddike, Youji Kohda, Monirul Hoque

Part III. Service Marketing

20. Developing an Ad Hoc Questionnaire Model for Extracting Consumer Behaviour in Service Encounter
Hisashi Masuda, Yoshinori Hara

21. Building a Conceptual Preference Model Based on Personal Purchase Records for Retail Service Improvement
Marina Fujita, Wei Wenpeng, Toshiko Aizono, Koji Ara

22. Are Superior Services Always Good for Satisfaction Formation? Consideration of Indebtedness to a Contact Person
Takahiro Chiba

23. An Analysis of Key Factors of the “Omotenashi Consumption” in Restaurants
Hiroyuki Miyai, Chizuru Nishio

24. Structural Equation Modeling of Purchase Funnel
Naotada Yamamoto

Part IV. Human Factors and Service Engineering

25. Toward Sports Training Service with the Interactive Learning Platform
Hiroyuki Okamoto, Alessandro Moro, Atsushi Yamashita, Hajime Asama

26. VR|ServE: A Software Toolset for Service Engineering Using Virtual Reality
Philipp Westner, Sibylle Hermann

27. Productivity Improvement and Stress Reduction by Showing Information to a Surveillance Worker
Mitsunari Uozumi, Kouichi Yamada, Shuto Murai, Hajime Asama, Kaoru Takakusaki

28. Skill Evaluation and Education Services for Bed-Care Nursing with Sliding Sheet with Regression Analysis
Wen Wen, Xiaorui Qiao, Koshiro Yanai, Junki Nakagawa, Junko Yasuda, Atsushi Yamashita, Hajime Asama

29.
Kizkey Is the Key to a Better Care Service
Ryoko Fukuda, Atsushi Shinjo, Masahiro Kudo, Yutaro Ono, Jun Murai

30. Role of Servicing Activity Visualization in Quality Control Circle
Takashi Okuma, Tomohiro Fukuhara, Ryosuke Ichikari, Ching-Tzun Chang, Luis Carlos Manrique Ruiz, Takeshi Shinmura, Takeshi Kurata

31. Physiological Detection of Satisfaction for Services by Body Motion Wave Revealing Unconscious Responses Reflecting Activities of Autonomic Nervous Systems
Hiroaki Okawai, Mitsuru Takashima

32. The Effects of Waiting Time, Length of Stay, and Hospital Remodeling on the Structure of Patient Satisfaction
Masumi Okuda, Akira Yasuda, Shusaku Tsumoto

33. Service Satisfaction and Consciousness-Attitude Gap for Foreign Tourists Visiting Japan
Kenju Akai, Kohei Yamashita, Nariaki Nishino

Part V. Theoretical Perspectives on Service

34. Service as Artifact: Reconsideration of Value Cocreation
Kanji Ueda, Takeshi Takenaka, Nariaki Nishino

35. Development of Conceptual Framework for Value Cocreation of Service Based on the Japanese Governmental Service Science Research Program
Teruyasu Murakami

36. An Interactive Model for the Synthesis of Service Functions Through Use Processes
Tatsunori Hara, Tamio Arai, Aman Gupta

37. Statistical Estimation of Software Quality in Hospital Information System
Shusaku Tsumoto, Shoji Hirano, Toshihiko Kawamura

38. A Consideration of the Pricing Structure of Aesthetic Services: An Example of Consumer Decision Making with Ambiguous Information
Ryoko Wada

Part VI. Social Problems in Service

39. Designing New Business Development Program Based on Systems Engineering Methodology with Participatory Systems Analysis in Small and Midsized Enterprise
Yoshikazu Tomita, Kyoko Watanabe, Takashi Maeno

40. Qualitative Simulation for Early-Stage Service Design
Yoshiki Morishita, Fumika Murakami, Koji Kimita, Shigeru Hosono, Sayaka Izukura, Hiroshi Sakaki, Eriko Numata, Yoshiki Shimomura

41. Impacts of Seasonal Factors on Travel Behavior: Basic Analysis of GPS Trajectory Data for 8 Months
Masahiro Araki, Ryo Kanamori, Lei Gong, Takayuki Morikawa

42. Collaborative Innovation Centers (CICs): Toward Smart Service System Design
Qiqing (Christine) Ouyang, Jim Spohrer, Juan Caraballo, Dale Davis, Stephen Perelgut, Marcellus Mindel, Hisham El-Shishiny, Seshadri Subbanna

43. Dispersed Energy Storage and Its Effect on Market Efficiency in Electricity Trading with Distributed Power Resources: An Experimental Economics Study
Sangjic Lee, Ryuichi Uda, Kenju Akai, Nariaki Nishino

Keywords: Engineering, Engineering Economics, Organization, Logistics, Marketing, Operations Management, Engineering Design, Information Systems and Communication Service