Global Perspectives on Service Science: Japan
This contributed volume presents the experiences, challenges, trends, and advances in Service Science from Japan’s perspective. As the global economy becomes more connected and competitive, many economies depend the service sector on for growth and prospe
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Stephen K. Kwan James C. Spohrer Yuriko Sawatani Editors
Global Perspectives on Service Science: Japan
Service Science: Research and Innovations in the Service Economy
Series Editors Bill Hefley Wendy Murphy
This section of the series, “Global Perspectives on Service Science,” is edited by James C. Spohrer and Stephen K. Kwan
More information about this series at http://www.springer.com/series/8080
Stephen K. Kwan • James C. Spohrer Yuriko Sawatani Editors
Global Perspectives on Service Science: Japan
Editors Stephen K. Kwan College of Business San Jose State University San Jose, CA, USA
James C. Spohrer IBM University Programs World-Wide IBM Almaden Research Center San Jose, CA, USA
Yuriko Sawatani School of Computer Science Tokyo University of Technology Tokyo, Japan
ISSN 1865-4924 ISSN 1865-4932 (electronic) Service Science: Research and Innovations in the Service Economy ISBN 978-1-4939-3592-5 ISBN 978-1-4939-3594-9 (eBook) DOI 10.1007/978-1-4939-3594-9 Library of Congress Control Number: 2016938512 © Springer Science+Business Media New York 2016 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. Printed on acid-free paper This Springer imprint is published by Springer Nature The registered company is Springer Science+Business Media LLC New York
Foreword
The service industry not only accounts for a high relative importance in the economic activities of Japan, where 70% is said to be related to it, but it is a field that becomes even more important from a viewpoint that can support international competitiveness in a variety of industries, including the manufacturing industry. On the other hand, service is a field where a scientific system of a concept and principle has yet to be developed in our country. Thus, the socio-economic value and the role and function that service has are not adequately understood. For that reason, service tends to depend on “experience and perception”; to date the field has not necessarily been recognized as requiring a systematic understa
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