Abstract
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.
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Notes
- 1.
Service Productivity & Innovation for Growth (SPRING), “Japan 300 High-Service Award” http://www.service-js.jp/modules/spring/.
- 2.
The author has experienced in utilizing the framework of service blueprinting to analyze the process and structure of knowledge service, such as management consulting and think tank and was convinced of its usefulness. Murakami, T., Knowledge service management (provisional translation from Japanese), Toyokeizai Shinpousya, 2012, 3.
- 3.
In regard with the historical development of service blueprinting there is a comprehensive study by Yukihiko Okada. Yukihiko Okada, History and future of service blueprinting (provisional translation from Japanese), Hitotsubashi review, Hitotsubashi University, 2005.11.1.
References
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Maglio PP, Spohrer J (2007) Fundamentals of service science. J Acad Mark Sci 36(1):18–20
Shostack GL (1982) How to design a service. Eur J Mark 16(l):49–63
Vargo SL, Lusch RF (2004) Evolving to a new dominant logic for marketing. J Mark 68:1–17
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Murakami, T. (2016). Service Innovation in Japan and the Service-Dominant Logic. In: Kwan, S., Spohrer, J., Sawatani, Y. (eds) Global Perspectives on Service Science: Japan. Service Science: Research and Innovations in the Service Economy. Springer, New York, NY. https://doi.org/10.1007/978-1-4939-3594-9_2
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DOI: https://doi.org/10.1007/978-1-4939-3594-9_2
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