Service Innovation in Japan and the Service-Dominant Logic
The Japanese approach to the service innovation started by identifying three hundred best practices for service innovation and introduced them to the industrial circle. This chapter first develops a conceptual framework to interpret various best practices with versatile service processes in unified form, by introducing the notion of value co-creation, to the framework of service blueprinting developed by Shostack and further extended by Kingman-Brundage.
Second, by analyzing several representative cases of those best practices utilizing the developed framework, it was elucidated that the service-dominant logic is crucially important for promoting the service science research; but in addition, the development of creative service management logics and the creation of innovation drivers, both of which are likely to be contributed by the service science and service engineering, are equally necessary.
KeywordsService Process Service Innovation Innovation Outcome Service Science Service Science Research
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