サービソロジー論文誌 バックナンバー

Japanese Journal of Serviceology: Back Number

(ISSN 2435-5763)


投稿論文は,本編集委員会による査読審査過程を経て採録・不採録を決定し,採録決定がなされた論文は逐次,国立研究開発法人科学技術振興機構 (JST) が運営する電子ジャーナルプラットフォーム「J-STAGE」で公開されます(2021年7月30日から).過去に採録された論文も,サービソロジー論文誌のJ-STAGEページで公開されています.

サービソロジー論文誌(J-STAGE): J-STAGEページへ.


Vol.5, No.4 : 特集「サービス学会第8回国内大会」


ホストへ転位する地域住民 −有効な第三者の機能による逆転の観光 資源化−

宮脇 靖典

Vol.5, No.4, pp.1-11, 2021.10

ABSTRACT: This research pays attention to the case where the abandoned ruins play a role of reversing tourism resources from negative regional assets in considering the solution of the problem brought to us by the ease of tourism resource utilization including overtourism. As a result, it is clear that third party with multiple specialities works effectively in order to overcome problems due to resource subjectivity and guest and stakeholder problems that do not fit into the binary discussion framework of host and guest, using the Tourism Resource Utilization Process (Morishige[2012]) as a framework for analysis.

Keywords: Tourism Resource Utilization Process, Host and guest, Third party function


Vol.5, No.3 : 特集「製造業のサービス化:産官学による共創に向けて」


情報通信技術が加工組立型製造業のサービス化に与えるイネーブラー 効果の検討

須賀 涼太, 南 知惠子

Vol.5, No.3, pp.1-12, 2021.10

ABSTRACT: This study aims to clarify how the advanced use of ICT promotes the degree of servitization of manufacturing. In the research on servitization, the role of ICT has been considered as an enabler in combination with other factors. Prior studies identified the following issues relating to ICT use: (1) lack of discussion of service capability in the context of ICT use, (2) challenges in identifying the moderating effects of ICT, and (3) problems regarding the measurement of servitization. The current research focused on these issues and conducted an empirical study targeting manufacturing companies (machinery, electrical equipment, precision equipment, and transportation equipment industry). The data were collected from the investor relations information of 117 firms, and the level of servitization and the degree of ICT use were operationalized for the empirical study. We employed ordered logistic regression analysis. The results reveal the moderating effect of ICT use on the relationship between service capability and the degree of servitization. This study contributes to the field of servitization research by identifying the relationship between the level of servitization and service capability, the advanced use of ICT, and other managerial factors.

Keywords: Servitization, ICT, Service Capability, Service Orientation


B2Cのサービス化における価値共創と顧客行動意図との因果関係 モデル −カーシェアリングサービスによる実証研究−

三浦 玉緒

Vol.5, No.3, pp.13-25, 2021.11

ABSTRACT: Servitization in manufacturing does not necessarily succeed. In servitization, companies would not profit from services simply by expanding their services for products. The purpose of servitization is to provide new value to customers, commercialize the results, and establish performance-based service. For a company to achieve good financial results, it is important to elicit loyal customer behavior. Servitization is shifting from transactional business models to ones that establish relationships with customers. Customer values are shifting from value-in-exchange to value-in-use, and value co-creation is an important factor in increasing value-in-use. Successful cases of servitization are concentrated in B2B situations because the relationship with customers has already been established and customer value is easily quantified. By contrast, successful servitization is difficult to realize in B2C situations. This paper proposes that customer delight generated by value co-creation leads to loyal customer behavior that benefits companies. This hypothesis is substantiated through statistical analysis of the results of a survey of car-sharing service users, which is an example of B2C in servitization. The purpose of this study is to present a method for B2C in practice to increase co-creation value in servitization and lead to loyal customer behavior that benefits companies. The method would contribute to the theoretical development of value co-creation and profitability in servitization, which implies that a performance-based service would be effective not only for B2B but also B2C in servitization.

Keywords: Servitization, Vale-in-use, Co-creation value, Customer delight

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Vol.5, No.2 : 特集「サービスデザイン」



坂口 和敏, 小林 延至, 白坂 成功

Vol.5, No.2, pp.1-13, 2021.03

ABSTRACT: The Lean Startup shows that Minimum Viable Product (MVP) can create new business. However, it doesn’t show how to actually make MVP. This study shows a structured service design model based on the perspective of external and internal constraints. By utilizing the vertical and horizontal approaches, we can find out multiple viewpoints which are required to perform system design. The models show a thinking process in which external and internal constrains are alternately adjusted and a MVP that satisfies all constraints is finally identified. These are able to explain pivot based inheritance of MVP.

Keywords: Service design, Service Creation, System Design, Constraint, MVP, Pivot


Vol.5, No.1



陳 俊甫, 井上 祐樹

Vol.5, No.1, pp.1-13, 2021.04

ABSTRACT: The purpose of this paper is to explore the transition process of servitization. Servitization has generated a considerable body of research and industry engagement. Yet, most of the studies associated with this topic were in the descriptive approach based on case studies, and few were in the prescriptive approach based on the derivation of propositions or hypotheses by surveys. To fill this gap, we conducted a questionnaire survey of the General Machinery-Equipment Manufacturing Industry in Japan. As a result of the exploratory analysis, we extracted four factors (customer retention, organizational readiness, the commitment of servitization, and organization support). Then, we proposed five propositions related to the transition process of servitization. In helping to clarify the transition process, our findings suggest a prescriptive model deal with the complexity of servitization and emphasize the significance of exploring discontinuous changes in the process.

Keywords: Servitization, Transition process, Prescriptive approach, Dilemma of servitization, Continuous change


Vol.4, No.2 : 特集「サービスデザイン」


Living Lab Pattern Cards and Workshop:リビングラボの実践ノウハウを共有するためのツールとワークショップの開発

赤坂 文弥, 中谷 桃子

Vol.4, No.2, pp.1-12, 2020.12

ABSTRACT: Living Labs (LL) has recently attracted attention as a co-creative service design method that involves users. To make LL successful, it is important for practitioners to use not only knowledge on design methods, but also knowledge on “facilitating long-term co-creation with users”. This knowledge can be regarded as a type of the procedural knowledge, which is generally called “know-how”. However, such LL know-how is not shared and utilized among practitioners, since it is often buried in their experiences. We propose a method that combines a card tool and workshop to elicit the LL know-how and share them among practitioners. We tested the developed cards and workshop to 32 LL practitioner, and conducted questionnaires and interviews for the evaluation. Our findings indicate that the proposed cards work as triggers to elicit various LL know-how, and the workshop supports to share practice-based concrete and contextual knowledge, which are useful for practitioners.

Keywords: Living Lab, Service Design, Know-how, Design Cards, Design Practices


Vol.4, No.1



井上 祐樹, 竹中 毅

Vol.4, No.1, pp.1-9, 2020.4

ABSTRACT: In the recent years, various platform businesses are emerged. Part of the platform businesses are closely connected with service industry. For example, there are service intermediation platforms, payment service platforms, and servitization with product platforms. However, previous studies did not systematically investigate such service platforms. To make successful these platform businesses, platform providers must not only provide superior platforms but also develop the ecosystem with third party companies and consumers. This article aimed to systematize the types of service platform businesses and the significant factors related to platform ecosystems. First, we surveyed the three types of platform businesses (internal platforms, intermediary platforms, and platform ecosystems), which are studied in the research field of business and innovation management. Second, we discussed adaption of such platform business types for service platforms in the service industries. We classified service platform businesses into six types and described those features. Third, we considered the ways to realize platform ecosystems from service intermediary platforms. Finally, we proposed three future directions of service platform researches.

Keywords: Platform ecosystem, Two-sided markets, Service platforms, Ecosystem strategy




赤坂 文弥, 中谷 桃子, 木村 篤信

Vol.4, No.1, pp.10-17, 2020.6

ABSTRACT: The aim of this paper is to clarify the overview of past researches related to Service Design (SD). As an initial step to achieve this purpose, we exploratory surveyed papers that widely reviews past and current SD research. We selected the papers through the Web search using Google Scholar. On the basis of this survey, we found five academic areas that strongly influenced current SD research, such as (1) Service Marketing / Management, (2) Interaction Design, (3) Design Theory / Design Thinking, (4) Engineering Design / Service Engineering, and (5) Participatory Design / CoDesign. For each of these academic areas, we additionally surveyed specific past researches related to current SD. The papers or books investigated in this additional survey include those selected based on the results of the first survey, as well as those newly found during the process of the additional survey. As a result, we depicted a historical map of SD research. From the map, we found that, among the five academic areas that influenced SD research, some areas have been mutually affected from the past, while others have had little direct involvement so far. Based on the map, we discuss the direction of future collaborations among various approaches to SD research. Further, we also noted that the map can be used as “boundary object” to make the discussion between the research communities with low relationships more constructive, because it explains the background theory in different research communities.

Keywords: Service Design, Research, Review, Historical Map


Vol.3, No.1


システムズエンジニアリング方法論によるサービス設計と有効性検証 - 価値共創フレームワークと基本活用プロセスの開発と適用 -

富田 欣和

Vol.3, No.1, pp.1-12, 2019.10

ABSTRACT: Providing value to customers is important when designing services. It can be argued not only from the productivity viewpoint but also from the efficiency viewpoint. However, it was difficult to design a service to realize these two at the same time. Therefore, in this research, we developed the value co - creation framework and the basic process to improve efficiency and value - added for improving service productivity by applying the Systems Engineering methodology. In creating this framework, we integrated two heterogeneous methodologies. One is systems engineering as a top-down approach, and the other is participatory system analysis as a bottom-up approach. The framework consists of three layers: its purpose, methodology, and method.We applied the developed framework and the basic process to a new service design at company A, an IT trading company and conducted validation. The result showed that 89% of the evaluators answered that the created service was effective.

Keywords: Co-creation Value, Service productivity, Systems engineering, Participatory system analysis, Framework


Vol.2, No.2



野守 耕爾, 神津 友武

Vol.2, No.2, pp.1-12, 2019/01

ABSTRACT: This paper describes an approach of tourism development from tourists' perspective by analyzing tourist review data. The approach enables us to understand characteristics of regions and tourists based on sightseeing themes extracted by applying text mining and PLSA to tourist review data. This study extracted 15 themes from about 170 thousand review data on tourist spots across Japan; scenery, historical buildings, sea views, shopping areas, flowers, shrines and so on. A regional tourism marketer can quantitatively understand characteristic themes of the region and target tourists who show interest in these themes. Some regions with similar themes can get a round trip effect by cooperating to establish a tour route experiencing the theme. Some regions with different themes can get new targets by cooperating to mutually send tourists showing interests in respective themes. The approach will be useful for tourism planning and regional developments to attract and pull in more tourists.

Keywords: Tourist review data, Topic analysis, Text mining, PLSA


Vol.2, No.1


プロフェッショナル・サービスのバリュー・プロフィット・チェーン -リーガル・サービスにおける職業アイデンティフィケーションの影響-

小谷 恵子

Vol.2, No.1, pp.1-8, 2018.10

ABSTRACT: Based on the organizational identification literature, a number of studies have posited a chain between employee-company identification, customer-company identification, and customer-company loyalty ("the chain of organizational identification"). Yet, it is expected to have another chain between professional identification, customer-professional identification, and customer-professional loyalty ("the chain of professional identification") in professional service. I conducted an online survey of 206 clients in legal services, one of the most typical types of professional services, and in-depth interviews of seven lawyers and seven clients, and examined (1) the existence of the chain of professional identification and (2) the relationship between the two chains, based on the Value Profit Chain model. The analysis revealed that the chain of professional identification is stronger than the chain of organizational identification in legal services, and the latter does not work unless the organizational identity to clients does not arise. The results show the effects and risks caused by the relationship between the two chains.

Keywords: Value Profit Chain, Professional Service, Professional Identification, Organizational Identification




広瀬 安彦

Vol.2, No.1, pp.9-13, 2018.10

ABSTRACT: Internship system which aims at developing top management of small and medium-sized enterprises, provided by the Japanese Government, is effective to get some insight for management. In order to do that, interns should realize their mission deeply in advance, and get a yardstick for improving their own enterprises through the experience.

Keywords: Top management development, small and medium-sized enterprises, intern


Vol.1, No.1 特集「価値共創をめぐる研究と実際」



白肌 邦生 , ホー バック

Vol.1, No.1, pp.1-9, 2018.1

ABSTRACT: The purpose of this paper is to propose viewpoints for analysing well-being oriented value co-creation. We firstly explain the concept of transformative service research: TSR which centres on consumer well-being in service and discuss its importance in serviceology as well as service marketing. Based on the systematic literature review, this paper divided into four categories of TSR studies by using two axes of "resource scarcity and resource development" and "micro and meso-macro". We analysed two Japanese transformative service cases which include capability development in both micro and meso-macro level as the final value of service, thereby proposing additional perspectives for analysing about the resource integration for well-being oriented value co-creation.

Keywords: Transformative service research, Well-being, Resource integration, Meta resource integration




村本 徹也 , 小坂 満

Vol.1, No.1, pp.10-15, 2018.1

ABSTRACT: In this paper, we investigate a practical case of value co-creation in care services, especially those who intellectually disabled. A care service provider, L'Arche Kananoie is investigated as a successful example of value co-creation. At L'Arche Kananoie, not only users but also care workers are enjoying well-being oriented emotional value such as "a place to belong," "human growth," and "connections to society." Users and care workers also co-create practical knowledge of service operation which enables emotional value co-creation. This reciprocal value co-creation is considered unique to this provider and we examine what practices made it possible. Sharing reciprocal service vision throughout the organization and creating 'ba' that fostering value co-creation are found out to be key success factors.

Keywords: Care services, Care worker, Reciprocal value co-creation, Knowledge co-creation, Well-being