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Progressive Trends in Knowledge and System-Based Science for Service Innovation

Book Description

Scientific investigation in the service industry has produced a major effect on productivity and quality in order to lead to new services. With ever-evolving internet technologies and information environments, system science and knowledge science seem to be an effective tool for service innovation in the 21st century. Progressive Trends in Knowledge and System-Based Science for Service Innovation illustrates new approaches to service innovation and new methodologies from the knowledge science and system science perspectives. Practitioners and researchers interested in knowing more about practical theories and successful examples in service science will find this book to be a vital asset to their studies.

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright Page
  4. Book Series
  5. Foreword
  6. Preface
  7. Section 1: New Approaches and Concepts for Service Science
    1. Chapter 1: New Trends in Service Science and Education for Service Innovation
      1. ABSTRACT
      2. 1. INTRODUCTION
      3. 2.NEW DEFINITIONS OF SERVICE
      4. 3. NEW DIRECTIONS FOR SERVICE INNOVATION
      5. 4. SYSTEM’S APPROACH TO CREATION OF SERVICE VALUE
      6. 5. KNOWLEDGE SCIENCE RELATED TO ANALYSIS OF PEOPLE
      7. 6. EDUCATION FOR SERVICE INNOVATION - INNOVATION MANAGEMENT OF SERVICE AND TECHNOLOGY (iMOST) COURSE
      8. 7. CONCLUSION
    2. Chapter 2: A Concept of a Service Field and its Applications to Create Service Value
      1. ABSTRACT
      2. 1. INTRODUCTION
      3. 2. A CONCEPT OF SERVICE FIELD AND ITS MATHEMATICAL MODEL
      4. 3. CUSTOMER CHOICE TO ENTERPRISE COUNTERMEASURE BASED ON THE FIELD THEORY
      5. 4. IDENTIFICATION OF THE SERVICE FIELD FOR HIGH SERVICE VALUE
      6. 5. B TO B COLLABORATION FRAMEWORK BASED ON A SERVICE FIELD
      7. 6. CONCLUSION
    3. Chapter 3: Modeling of Service Value Creation based on Multidisciplinary Framework
      1. ABSTRACT
      2. INTRODUCTION
      3. MODELING OF SERVICE VALUE CREATION
      4. VISUALIZATION OF SERVICE VALUES
      5. CASE STUDIES OF SERVICE VALUE CREATION (1): HIGH LEVEL ACCOMMODATION SERVICES
      6. CASE STUDIES ON SERVICE VALUE CREATION (2): NETWORK-BASED INFORMATION SERVICES
      7. GENERALIZATION AND DISCUSSION OF SERVICE VALUE CREATION
      8. CONCLUSION
    4. Chapter 4: The Dynamics of Knowledge Co-Creation in Service Encounters
      1. ABSTRACT
      2. INTRODUCTION
      3. THE SERVICE ENCOUNTER AS AN ACTIVITY SYSTEM: FRAMING KNOWLEDGE USE AND CO-CREATION AT SERVICE ENCOUNTERS
      4. PRINCIPLES OF THE SERVICE ENCOUNTER AS A SITE FOR SERVICE PRACTICE
      5. CONCLUSION
    5. Chapter 5: Service Sustainability
      1. ABSTRACT
      2. INTRODUCTION
      3. THE CONCEPT OF SERVICE AND ITS PARASITIC ASPECT
      4. TOWARD MUTUALISTIC SYMBIOSIS IN SERVICE: TRIPARTITE SERVICE VALUE CO-CREATION FOR SERVICE SUSTAINABILITY
      5. BEHAVIORAL CHANGE FOR SERVICE SUSTAINABILITY PRACTICE
      6. CONCLUSION
  8. Section 2: Technologies Related to Knowledge Science and System Science for Service Innovation
    1. Chapter 6: Transdisciplinary Science and Technology and Service Systems
      1. ABSTRACT
      2. INTRODUCTION
      3. EXEMPLIFIED SERVICE SYSTEM: REGIONAL ENERGY AGGREGATION SERVICE
      4. SYSTEMS APPROACHES TO SOLVING PROBLEMS AND BUILDING NEW SYSTEMS
      5. SERVICE SCIENCE AND ENGINEERING
      6. PRELIMINARY DESIGN STUDY FOR AGGREGATION SERVICES BASED ON SYSTEMS ENGINEERING FRAMEWORK
      7. TRANSDISCIPLINARY SCIENCE AND TECHNOLOGY
      8. CONCLUDING REMARKS
    2. Chapter 7: Big Data and Service Science
      1. ABSTRACT
      2. BIG DATA
      3. MACHINE LEARNING AND DATA MINING TECHNIQUES
      4. SERVICE SCIENCE
      5. BIG DATA IN SERVICE SCIENCE
      6. CONCLUSION
    3. Chapter 8: Biological Data for Understanding Customer Experiences
      1. ABSTRACT
      2. NEED FOR DEEP UNDERSTANDING OF CUSTOMERS
      3. NIRS TECHNOLOGY AS A TOOL OF MEASURING BIOLOGICAL DATA
      4. EXAMPLE: BRAIN ACTIVITIES IN BROWSING ATTRACTIVE WEBSITES
      5. A BIOLOGICAL DATA BASED SYSTEM FOR UNDERSTANDING CUSTOMER IMPRESSIONS
      6. CONCLUSION
    4. Chapter 9: Research on Discrete Service Process Optimization
      1. ABSTRACT
      2. INTRODUCTION
      3. A CONCEPT OF DISCRETE SERVICE PROCESS
      4. SERVICE PROCESS OPTIMIZATION BASED ON REVISED KANO MODEL
      5. SERVICE PROCESS OPTIMIZATION BASED ON EXPERIENCED UTILITY
      6. CONCLUSION
    5. Chapter 10: Evidential Reasoning-Based Evaluation of Services
      1. ABSTRACT
      2. INTRODUCTION
      3. SERVICE-ORIENTED NEGOTIATIONS
      4. DECISION MODELS FOR EVALUATION OF SERVICES
      5. EVIDENTIAL REASONING BASED EVALUATION OF SERVICES
      6. AN ILLUSTRATION EXAMPLE
      7. CONCLUSION
    6. Chapter 11: Dynamic Service Matchmaking Model and Algorithm
      1. ABSTRACT
      2. 1. INTRODUCTION
      3. 2. THE DYNAMIC AND STATIC REQUIREMENT
      4. 3. THE DYNAMIC REQUIREMENTS DESCRIPTION MODEL
      5. 4. DYNAMIC SERVICE MATCHMAKING ALGORITHM
      6. 5. AN EXAMPLE OF MATCHMAKING
      7. 6. MULTI-STAGE DYNAMIC SERVICE MATCHMAKING
      8. 7. SUMMARY
    7. Chapter 12: The Design of Service Systems Architecture for Building Smart Public Infrastructures
      1. ABSTRACT
      2. INTRODUCTION
      3. TRENDS IN SYSTEMS DEVELOPMENT FOR BUILDING NEW PUBLIC INFRASTRUCTURE SERVICES
      4. SERVICE MODEL FOR PUBLIC INFRASTRUCTURE SYSTEMS
      5. SYSTEM ARCHITECTURE DESIGN BASED ON SYSTEMS CONCEPT
      6. INFORMATION SERVICE FOR INFORMATION AND CONTROL SYSTEMS
      7. CONCLUSION
  9. Section 3: Servitization in the Manufacturing Industry
    1. Chapter 13: Trends and Issues in Service Business Innovations in Japanese Manufacturing Industry
      1. ABSTRACT
      2. INTRODUCTION
      3. SERVICE BUSINESS MODELS FOR MANUFACTURING INDUSTRY
      4. FUNDAMENTAL ISSUES FOR SERVICE BUSINESS INNOVATION IN MANUFACTURING INDUSTRY
      5. 4. CASE STUDY1: GLOBAL MONITORING AND SUPPORT MANAGEMENT SYSTEM FOR CONSTRUCTION MACHINERY USING SATELLITE COMMUNICATION BY KOMATSU
      6. CASE STUDY2: TOTAL ENVIRONMENTAK SYSTEM SUPPLIER: AZBIL STARTED FROM INSTRUMENTAL PRODUCTS SALES
      7. RECENT ACTIVITIES FOR DEVELOPMENT OF SERVICE BUSINESS IN JAPANESE MANUFACTURING INDUSTRY
      8. CONCLUSION
    2. Chapter 14: Knowledge Transfer in Product-Based Service Design
      1. ABSTRACT
      2. 1. INTRODUCTION
      3. 2. KNOWLEDGE TRANSFER IN DESIGN
      4. 3. KNOWLEDGE TRANSFER IN DFACE-SI
      5. 4. DISCUSSION
      6. 5. CONCLUSION
    3. Chapter 15: An Analysis of Knowledge Space Concept and Recursive Approach for Servitizing in Manufacturing Industries
      1. ABSTRACT
      2. 1. INTRODUCTION
      3. 2. LITERATURE REVIEW ON SERVITIZATION IN MANUFACTURING INDUSTRY
      4. 3. A KNOWLEDGE SPACE CONCEPT FOR ADAPTING SERVITIZATION
      5. 4. CASE STUDIES FOR EFFECTIVENESS OF KNOWLEDGE SPACE CONCEPT
      6. 5. RECURSIVE APPROACH TO FINDING NEW SERVICES
      7. 6. CASE STUDIES TO DETERMINE UTILITY OF RECURSIVE APPROACH
      8. 7. CONCLUSION
    4. Chapter 16: A Value Co-Creation Model for Energy-Saving Service Business Using Inverters
      1. ABSTRACT
      2. 1. INTRODUCTION
      3. 2. ENERGY-SAVING SERVICE BUSINESS USING INVERTERS: HDRIVE
      4. 3. RISK SHARING IN ENERGY-SAVING SERVICE BUSINESS
      5. 4. COLLABORATION BETWEEN USER AND SERVICE PROVIDER IN HDRIVE
      6. 5. NECESSITY OF COLLABORATION FROM KNOWLEDGE SPACE CONCEPT
      7. 6. CONCLUSION
  10. Section 4: New Approaches for Service Innovation in the Information Industry
    1. Chapter 17: Service Innovation in Information Business
      1. ABSTRACT
      2. INTRODUCTION
      3. CASE FOR SERVICE INNOVATION
      4. METHOD FOR SERVICE INNOVATION
      5. RAPID ETHNOGRAPHY USING VIDEO
      6. SUMMARY
    2. Chapter 18: Value Creation in Information Business based on the Service Field
      1. ABSTRACT
      2. 1. INTRODUCTION
      3. 2. A CONCEPT OF THE INFORMATION FIELD
      4. 3. APPLICATION OF KIKI MODEL TO INFORMATION SERVICE BUSINESS
      5. 4. MANAGEMENT METHOD AND TECHNOLOGY FOR KIKI MODEL
      6. 5. A NEW SERVICE MEDIATOR MODEL FOR VALUE CO-CREATION IN INFORMATION SERVICE BUSINESS
      7. 6. CONCLUSION
    3. Chapter 19: Achieving Objective Values for Customers in Enterprise IT Solution Services
      1. ABSTRACT
      2. 1. INTRODUCTION
      3. 2. THE IMPORTANCE OF “OBJECTIVE VALUE” AND “FUNCTIONAL VALUE” IN IT SOLUTION SERVICES
      4. 3. MUSE APPROACH
      5. 4. CASE STUDY 1: IT SOLUTION SERVICES FOR LARGE SCALE ENTERPRISE
      6. 5. CASE STUDY 2: IT SOLUTION SERVICES FOR SMALL COMPANY
      7. 6. CONSIDERATIONS
      8. 7. CONCLUSION
    4. Chapter 20: Service-Oriented Organizational Management System for an Information Systems Business
      1. ABSTRACT
      2. INTRODUCTION
      3. PROBLEM DESCRIPTION
      4. ORGANIZATIONAL FEATURES
      5. TRANSFORMATION PATTERNS
      6. STEPS AND A SUPPORT SYSTEM FOR TRANSFORMATION
      7. CONCLUSION
    5. Chapter 21: Consideration of Service Design for Internet Service Businesses
      1. ABSTRACT
      2. INTRODUCTION
      3. OVERVIEW OF SERVICE DESIGN
      4. METHODS OF SERVICE DESIGN
      5. CONSIDERATION OF SERVICE DESIGN IN INTERNET BUSINESS
      6. CONCLUSION
  11. Section 5: Medical Service Science
    1. Chapter 22: Medical Practical Knowledge Circulation Based on Purpose-Oriented Service Modeling
      1. ABSTRACT
      2. 1. INTRODUCTION
      3. 2. MEDICAL PRACTICAL KNOWLEDGE ACQUISITION
      4. 3. EXTERNALIZING SENSES OF WORTH IN MEDICAL SERVICE
      5. 4. CONCLUSION
    2. Chapter 23: A Self-Management Service Framework to Support Chronic Disease Patients' Self-Management
      1. ABSTRACT
      2. 1. INTRODUCTION
      3. 2. FUNCTIONS OF SYSTEMS FOR SELF-MANAGEMENT OF CHRONIC DISEASES: A SURVEY AND CONCEPTUAL MODEL
      4. 3. A SELF-MANAGEMENT SERVICE FRAMEWORK AND CASE STUDY OF SERVICE SYSTEMS TO SUPPORT SELF-MANAGEMENT OF DIABETES PATIENTS
      5. 4. CONCLUSION
  12. Compilation of References
  13. About the Contributors