# Organizational Culture: The Key to Improving Service Management in Industry 4.0
## 2 Literature Review and Research Hypotheses
### Research Hypothesis Modeling by TRIZ Method  
The Theory of Inventive Problem Solving (TRIZ) is a tool for linking a general problem to a specific problem to create an appropriate specific solution. This tool was created by the Russian scholar [PERSON] in 1946 to obtain ideas for solving general problems [73]. TRIZ applications include product and process improvement, technology forecasting, new product development, patent avoidance, and other technical issues. Su-field Analysis is a modeling technique that presents the change of technical system with graphical symbols for problems related to an existing system. The function of each system is the output of one object or substance (S1), which is transmitted to another substance (S2) by some type of energy (F), and the entire action is called a field. F can represent the actual force in the technical area, but in the non-technical area, it can represent the influence, meaning the effect between both sides. F can be a desired effect or a harmful effect. Su-field analysis provides a quick and simple model for considering different ideas from the knowledge base. In addition to solving technical problems, TRIZ can also address non-technical problems. For example, [PERSON] et al. [74] applied TRIZ to service improvement; [PERSON], [PERSON], and [PERSON] [75] focused on enhancing customer satisfaction; [PERSON] et al. [76] applied TRIZ to lean production. [PERSON] [77] uses the TRIZ toolset to improve quality in the food industry. In addition, TRIZ can be used with other methods, such as [PERSON] and [PERSON] [78] combining TRIZ with SWOT analysis; [PERSON] and [PERSON] [79] combining TRIZ with Pugh matrix; [PERSON], [PERSON], and [PERSON] [80] by using FMEA, lean production, TRIZ, and 6 sigma to improve services. [PERSON] et al. [81] combined brainstorming, Morphological Analysis, and TRIZ to generate better ideas. [PERSON], [PERSON], and [PERSON] [82] argue that Industry 4.0 will affect changes in the management field, for example for new business models [83] or corporate strategies [84]. As previous studies have rarely adopted a more interdisciplinary approach, it is necessary to analyze firms from the perspective of being able to focus on the intersection of these domains, such as the appropriate firm organization model, the systematic way of doing business, and the relationship between factors within the firm that influence each other. Inthis study, the Su-Field analysis of the TRIZ method can be inferred that leadership has the desired effect on service management. However, with the adoption of Industry 4.0, with the increase in data and the change of the processing model, the original organization and leaders will not be able to take care of more and more customer management issues, and at this time, if we rely only on leadership, it will become the harmful effect of service management, as shown in Figure 1.  
Based on the recommendations of the 76 Standard Solutions of TRIZ, this study adds organizational culture as a new substance to block the harmful effect. Meanwhile, leadership affects organizational culture, and organizational culture has a positive effect on service management (desired effect). Based on the literature and empirical findings of previous scholars, this study proposes a model framework using Su-field analysis (Figure 2) and establishes the following research hypotheses for the above concept:  
**Hypothesis 1 (H1). **_From the F1 force field, leadership has a significant positive relationship with_ **Hypothesis 2a (H2a). **_From the F2 force field, leadership has a significant positive relationship with_ **Hypothesis 2b (H2b). **_From the F4 force field, incentives have a significant positive relationship with_ **Hypothesis 2c (H2c). **_From the F5 force field, organizational commitment has a significant positive relationship with_ **organizational culture. **  
Figure 1: Su-field analysis of the relationship between leadership and service management. Figure 2: The hypothetical model derived from Su-field analysis.