JAIST Repository
https://dspace.jaist.ac.jp/Title

サービス共創におけるサービス価値評価方法の提案とその応用

Author(s)爽, 徐Citation
Issue Date

2017‑03

TypeThesis or Dissertation

Text version

ETDURLhttp://hdl.handle.net/10119/14235

RightsDescription

Supervisor:小坂滿隆, 知識科学研究科, 博士

Japan Advanced Institute of Science and Technology

Abstract
In recent years, the importance of service science has been discussing in various fields
like sightseeing, finical business and production equipment business. In such newconcepts, “value in use” concept is highly valued, that is, how service value isco-created is an essential issue in various fields. Absolutely, because of service value
co-creation is the common issue for every service business, and it should beinvestigated more and more in the future. As it is generally believed that, the value ofprovided service is changed according to the imparity situation. For example,
customers’ characteristics consist of interest, plan, time, the cost and so on. Even if theservice providers could provide the same service, the service value is altered due tocustomers’ characteristics or situations. So, the “value in use” concept in here greatly
depends on customers’ characteristics. A concept of service field has been proposed for
creating service value that depends on the situation. However, until now there is norelated research or mathematical method on the application or theory for evaluating
service value, which considers the situation-dependent characteristics of service value.
Therefore, Kosaka proposed mathematical method to measure and evaluate service
value for maximizing it effectively also guide service provider and service receiver tofind a way to evaluate both side of service provider and service receiver to value
creation. The method by using the inner product to evaluating service value based on
the concept of service field, which is analogous to the electro-magnetic field in physics.
Based on the service field concept, service value is determined by an inner product of aprovided service attribute vector and a required service attribute vector.
In this research, I verify the effectiveness of the proposed service value evaluation
method through showing two effective applications. One is to apply this method toservice value evaluation in service matching. Here, the service value evaluation method
is applied to two evaluations, which are the evaluation of attractiveness in sightseeing ofJapan and finical products of China. Through these applications, the proposed
mathematical model seems to be effective for analyzing service value theoretically.
The other is to apply this method to KIKI model as a service value co-creation processmodel. KIKI model proposed the process procedure of service value co-creation, butdoes not show how service value is improved by co-creation. KIKI model does notconsider service value created by co-creation process numerically. In order to improve
KIKI model, we try to combine the service value evaluation method which calculates
the service value by the inner product of a user’s service attribute vector and aprovider’s service attribute vector. The enhanced KIKI model, which is proposed in thisresearch, can evaluate service value created by co-creation numerically, and proceed theco-creation process effectively. In order to demonstrate the effectiveness of the
proposed methodology, we analyze the production equipment services for saving energy
or generating energy. This case study shows that the service value co-creation process ofenergy saving services can be described clearly and executed effectively.
Keywords：service value, service field, value co-creation, inner product, service attribute
vector, production equipment service, inner product, sightseeing, attractiveness, finicalproduct.