Service Science, Solutions and Foundation Integrated Research Program (2010-2016)

PUBLIC NEEDS

Area Director:
Norihisa DOI,
Professor Emeritus,
Keio University

Approximately 70-80% of the entire industrial composition is said to relate to the service sector nowadays. Although efficiencies are indeed important, if we put too much emphasis on them, services can become de-humanized and one might forget the people for whom these services are intended in the first place. Under our program, we always keep in mind that recipients of services are human beings (clients). We take raw data in to examine a phenomenon from various perspectives, combining natural, cultural and social sciences for analysis. What is the definition of service? What can be done to make a service better? Through our Program, we will pursue the answers to these questions.

Program Outline

1. Service Science, Solutions and Foundation Integrated Research Program
"Service Science Solutions and Foundation Integrated Research Program" is one that identifies the specific and latent needs of society and uses actual data and case studies to develop technologies, methodologies etc. for solving problems based on a multidisciplinary approach, as well as pursuing research designed to establish "Service Science" research infrastructure.

2. The Approach to "Services" and "Service Science"
The role of services is to produce social and economic value. There are many different types of services, ranging from financial, retail and information services, to environment and energy, administration, social welfare and medical care, and other public services. In Japan, services were once considered to be something added on to products, or commoditized in the service industry as opposed to the manufacturing industry.

However, the value created by services does not consist only of that produced through the exchange of services for currency (exchange value); it also includes the value produced through the use of objects and services (utility value). In recent years, the view that services (the service industry) and products (the manufacturing industry) are inseparable is becoming prevalent worldwide. One of the differences between "Service Science" as used in this Program and the conventional scientific and service-related research is the introduction of a scientific approach to existing services in an effort to make them more efficient and optimal. Another difference is the approach to the various services in society that includes both service providers and beneficiaries. This will produce scientific knowledge regarding concepts, theories, technologies and methodologies that will be used to establish a new academic foundation, as well as improving existing value and creating new value.

Here "science" includes the natural sciences such as mathematics and information and communications engineering and so on as well as the humanities and social sciences such as management, marketing, and cultural anthropology. Based on the above description, "Service Science" will be defined in this Program as "academic activities for the establishment of service-related scientific concepts, theories, technologies and methodologies and the use of the results from these activities."

GOALS:

  • (1) Develop technologies, methodologies etc. that are effective in solving problems
  • (2) Establish a research foundation for "Service Science"
  • (3) Contribute to society through the use of the results of the research in various services to resolve specific problems
  • (4) Help create a community of "Service Science" researchers and practitioners (activists) for implementation

Two Research Approaches: A) Solution-oriented "Service Science" Research and B) Foundation-oriented "Service Science" Research

In order to achieve the above objectives, two approaches to research have been established:
A) Solution-oriented "Service Science" Research, in which the research starts with the resolution of specific service-related problems
B) Foundation-oriented "Service Science" Research, in which the research starts with the "Service Science" research element
The solutions from research approach A and the creation of scientific concepts, theories, technologies and methodologies created by research approach B are expected to complement one another, resulting in the generalization and systematization of "Service Science" research elements and helping to create a research foundation for "Service Science".

R&D Projects

FY2012

A) Solution-oriented "Service Sciences" Research, in which the research starts with the resolution of specific service-related problems

  • Development of Adaptive Service Model with Co-creative Design under Dynamic Environment - Application into Restaurant service -
    Toshiya KAIHARA [Professor, Graduate School of System Informatics, Kobe University]
  • Museum Experiences and Service Science
    Kumiyo NAKAKOJI [Director, Key Technology Laboratory, Software Research Associates Inc. ]
  • IT-enabled Novel Societal Service Design
    Hideyuki NAKASHIMA [President, Future University Hakodate]
  • Development and Practical Application of a "Human Resource Development and Evaluation Service" based on On-site Evaluation of Quality of Care by Using IT Platform
    Jun MURAI [Dean/ Professor, Faculty of Environment and Information Studies, Keio University]

B) Foundation-oriented "Service Sciences" Research, in which the research starts from "Service Sciences" research element

  • A Co-creation Measurement for Financial Services: Scale Development and Validation
    Keiko TOYA [Associate Professor, Doshisha Business School]

FY2011

A) Solution-oriented "Service Sciences" Research, in which the research starts with the resolution of specific service-related problems

  • Quantitative Valuation and Demand-oriented Provision of Irrigation Service
    Toshiaki IIDA [Associate Professor, Graduate School of Agricultural and Life Sciences, The University of Tokyo]
  • Realizing Multilingual Communication Environments based on Service-Oriented Collective Intelligence
    Toru ISHIDA [Professor, Graduate School of Informatics, Kyoto University]

B) Foundation-oriented "Service Sciences" Research, in which the research starts from "Service Sciences" research element

  • Analyzing Fundamentals of Japanese Creative Services and Its Application to Global Service Enhancement
    Kiyoshi KOBAYASHI [Professor and Director, Center for Research of Business Administration, Graduate School of Management, Kyoto University]
  • Research on the Service Science of actualizing Altruism-driven Society; focusing on the suicide prevention activities
    Yasuo TATEOKA [Professor, Graduate School of Engineering, Shizuoka University]
  • Research on Patient Satisfaction with Medical Care Services in Consideration of 'Benefit Delay' Effect
    Kazuhiro FUJIMURA [Professor, Faculty of Economics, Kagawa University ]

FY2010

A) Solution-oriented "Service Sciences" Research, in which the research starts with the resolution of specific service-related problems

  • Innovation for Service Space Communication by Voice Tweets in Nursing and Caring
    Naoshi UCHIHIRA [Professor, School of Knowledge Science, Japan Advanced Institute of Science and Technology]
  • Visualization and Support of Value Co-creation at Industrial Clusters by Service Systems Modeling
    Kyoichi KIJIMA[Professor, Department of Value and Decision Science, Graduate School of Decision Science and Technology, Tokyo Institute of Technology]

B) Foundation-oriented "Service Sciences" Research, in which the research starts from "Service Sciences" research element

  • Architecting Service with Customer Participation Based on the Analysis of Customer Experience and Design Processes: Sophisticating Tour Design Processes as a Case Study
    Tatsunori HARA[Associate Professor, Research into Artifacts, Center for Engineering, The University of Tokyo]
  • Context Management Approach to Service Value Co-Creation Model
    Yoshinori FUJIKAWA [Associate Professor, Graduate School of International Corporate Strategy, Hitotsubashi University]