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ORCID7th ICServ 2020: Osaka, Japan
- Takeshi Takenaka
, Spring Han, Chieko Minami:
Serviceology for Services - 7th International Conference, ICServ 2020, Osaka, Japan, March 13-15, 2020, Proceedings. Communications in Computer and Information Science 1189, Springer 2020, ISBN 978-981-15-3117-0
Hospitality Management
- Ryo Fukushima, Bach Quang Ho, Tatsunori Hara, Jun Ota, Rena Kawada, Narito Arimitsu:
Cognitive Competencies of Front-Line Employees in the Hospitality Industry: The Concept of "Serving not to Serve". 3-19 - Wenlong Liu, Xiucheng Fan:
Exploring the Impact of Managerial Responses to Online Reviews in the Sharing Economy: A Case of Accommodation Sharing Service. 20-33
Service Innovation and Employee Engagement
- Tatsunori Hara, Satoko Tsuru, Seiichi Yasui:
Models for Designing Excellent Service Through Co-creation Environment. 73-83 - Ami Hamamoto, Nobuyuki Kobayashi, Hirotaka Fujino, Seiko Shirasaka:
A Proposal for the Work Engagement Development Canvas Contributing to the Development of Work Engagement. 84-105 - Kengo Matsumura, Satoshi Shimada, Yoshinori Hara:
R&D Staff Perception Leading to Product Innovation: Case Study on Carbohydrate-Free Saké. 106-125
Service Marketing and Consumer Behavior
- Hisashi Masuda:
Differences in Customer Delight Rating Linked to Customer Actions in Japanese and Foreign Residents Using Restaurant Services in Japan. 143-156 - Satoshi Seino:
Clarification of the Process of Value Co-creation Marketing - Case of Manufacturing Industry. 157-172
Customer Experience and Service Design
- Michael Glöckner, Luise Pufahl, Bogdan Franczyk, Mathias Weske, André Ludwig:
Conceptualization of a Smart Service Platform for Last Mile Logistics. 175-184 - Kai-Lun Yang, Jack Shih-Chieh Hsu, Hui-Mei Hsu:
Enriching Design Thinking with Data Science: Using the Taiwan Moving Industry as a Case. 185-202 - David Marutschke, Ted Gournelos:
Holistic Measurement Approach of Customer Experiences - Findings from a Japanese New Car Buyer Study. 203-216 - Masafumi Hamano, Bach Quang Ho, Tatsunori Hara, Jun Ota:
Service Ecosystem Design Using Social Modeling to Incorporate Customers' Behavioral Logic. 217-234 - Takashi Tsutsumi, Masaru Unno:
The Application of the Cultural-Historical Activity Theory to the Value Co-creation Process in Higher Education. 235-250
Service Engineering and Implementation
- Kentaro Watanabe, Yusuke Kishita, Kaito Tsunetomo, Takeshi Takenaka:
Socially-Conscious Service System Design in the Digital Era: Research Agenda. 266-274 - Toshiaki Kono, Yui Sugita, Tomoaki Hiruta:
Maintenance IoT Project Framework for Extending Effects to All Stakeholders' Benefit. 275-286 - Yuki Inoue, Takami Kasasaku, Ryohei Arai, Takeshi Takenaka:
Ecosystem Strategies for IoT Service Platform Ecosystems: A Case Study of RFID Linen Tags and the Japanese Linen Supply Market. 287-307
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