Research Projects Selected in FY2011
< Foundation-Oriented Service Science Research, Type B1 >
Analyzing Fundamentals of Japanese Creative Services and Its Application to Global Service Enhancement
[] Project Leader
Kiyoshi Kobayashi
Professor and Director, Center for Research of Business Administration, Graduate School of Management, Kyoto University
[] Targets
The objective of this research project is to design a theoretical foundation for analyzing Japanese creative services. Specifically, we attempt to understand the strengths of creative services and indicate criteria for assessing their value in the global markets. In particular, we will examine innovative long-established businesses, food services, traditional culture and arts, and Cool Japan. In addition, we also aim to support the global expansion of Japanese manufacturing and service industries.
[] Approach
- Collect and analyze data from each service domain (long-established businesses, food, traditional arts, and Cool Japan) to define Japanese creative services.
- Provide findings on the characteristics of Japanese creative services by focusing on “omotenashi” (Japanese hospitality), “kizuki” (attention to details), and long-term trust relationships.
- Specifically, feature following characteristics: (1) customers and providers evaluate and enhance each other, (2) create new knowledge through value co-creation, and (3) dynamic and symbiotic relationships.
- The methodologies employed in the research will include: (1) ethno-methodology (dialogue and interaction analysis using video) to understand the value co-creation process, (2) cross-cultural analysis, (3) social network analysis to obtain service knowledge, (4) dynamic service evaluation that incorporates customers’ prior expectation and their satisfaction, and (5) knowledge management system that enables the management of service characteristics.
