Skip to main content
SpringerLink
Log in

Service Ecosystem Design Using Social Modeling to Incorporate Customers’ Behavioral Logic

  • Conference paper
  • First Online:
Serviceology for Services (ICServ 2020)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 1189))

Included in the following conference series:

Abstract

The Customer dysfunctional behaviors affect service providers’ workloads. However, few studies on service ecosystem design have investigated how to prevent these behaviors. This study thus proposes a service ecosystem design tool that can analyze how dysfunctional behaviors affect other actors in the service ecosystem. To this end, customers’ behavioral logic is incorporated into social modeling to analyze their dysfunctional behaviors. This study also uses goal-oriented requirement language as design and analysis tools. Then, structural equation modeling is used to analyze the effects of behavioral logics. A case study of a home delivery service demonstrates the applicability of this methodology to analyze the effects of customer behavioral logics on service ecosystem actors.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 39.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 54.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  1. Vargo, S.L., Lusch, R.F.: Institutions and axioms: an extension and update of service-dominant logic. J. Acad. Mark. Sci. 44(1), 5–23 (2016)

    Article  Google Scholar 

  2. Shaw, C., Ivens, J.: Building great customer experiences. Basingstoke 5(1), 93–95 (2005)

    Google Scholar 

  3. Teixeira, J., Patrício, L., Nunes, N.J., Nóbrega, L., Fisk, R.P., Constantine, L.: Customer experience modeling: from customer experience to service design. J. Serv. Manag. 23(3), 362–376 (2012)

    Article  Google Scholar 

  4. Ullman, D.G.: The Mechanical Design Process. McGraw-Hill, New York (1992)

    Google Scholar 

  5. Vargo, S.L., Lusch, R.F.: Evolving to a new dominant logic for marketing. J. Mark. l(68), 1–17 (2004)

    Google Scholar 

  6. Shostack, L.G.: How to design a service. Eur. J. Mark. 16(1), 49–63 (1982)

    Article  Google Scholar 

  7. Patrício, L., Fisk, R.P., e Cunha, J.F., Constantine, L.: Multilevel service design: from customer value constellation to service experience blueprinting. J. Serv. Res. 14(2), 180–200 (2011)

    Google Scholar 

  8. Yu, E.S.: Towards modelling and reasoning support for early-phase requirements engineering. In: Proceedings of ISRE 1997, 3rd IEEE International Symposium on Requirements Engineering (1997)

    Google Scholar 

  9. Smith, J.S., Karwan, K.R., Markland, R.E.: A note on the growth of research in service operations management. Prod. Oper. Manag. 16, 780–790 (2007)

    Article  Google Scholar 

  10. Toyoda, H.: Kyobunsan kouzou bunseki (Structural equation modeling) (Amos-hen). Tokyo-shoseki, Tokyo (2007)

    Google Scholar 

  11. Amyot, D., Mussbacher, G.: URN: towards a new standard for the visual description of requirements. Int. Work. Syst. Anal. Model. 2599, 21–37 (2002)

    MATH  Google Scholar 

  12. Ministry of Land, Infrastructure, Transport and Tourism: Conference report about various receiving option promotion for reducing re-delivery (2015). https://www.mlit.go.jp/common/001106397.pdf. Accessed 28 Oct 2019

  13. Pierce, J.L., Kostova, T., Dirks, K.T., Olin, J.M.: The state of psychological ownership: integrating and extending a century of research. Rev. Gen. Psychol. 7(1), 86 (2003)

    Article  Google Scholar 

  14. Ho, Q.B., Hara, T., Murae, Y., Okada, Y.: The influence of experience as a supplier on value co-creation behavior of consumers: the experience of the sender in home delivery services. In: Proceedings of ICSSI 2018 & ICServ 2018, Taichung, Taiwan (2018)

    Google Scholar 

  15. Yi, Y., Nataraajan, R., Gong, T.: Customer participation and citizenship behavioral influences on employee performance, satisfaction, commitment, and turnover intention. J. Bus. Res. 64(1), 87–95 (2011)

    Article  Google Scholar 

  16. Cabinet Office: Introduction of public survey about re-delivery problem (2017). https://survey.gov-online.go.jp/tokubetu/h29/h29-saihaitatsu.pdf. Accessed 28 Oct 2019

Download references

Acknowledgments

This study is based on results obtained from the Strategic Advancement of Multi-Purpose Ultra-Human Robot and Artificial Intelligence Technologies (SamuRAI) project commissioned by the New Energy and Industrial Technology Development (NEDO).

Author information

Authors and Affiliations

  1. Graduate School of Engineering, The University of Tokyo, Tokyo, 113-8656, Japan

    Masafumi Hamano, Bach Q. Ho, Tatsunori Hara & Jun Ota

Authors
  1. Masafumi Hamano
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Bach Q. Ho
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Tatsunori Hara
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Jun Ota
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Masafumi Hamano .

Editor information

Editors and Affiliations

  1. National Institute of AIST, Tokyo, Japan

    Takeshi Takenaka

  2. Kyoto University, Kyoto, Japan

    Spring Han

  3. Graduate School of Business Administration, Kobe University, Kobe, Japan

    Chieko Minami

Appendix

Appendix

Table 3. Questions used for SEM analysis (questions were answered on a five-point Likert scale, ranging from 1 (totally disagree) to 5 (totally agree))
Full size table

Rights and permissions

Reprints and permissions

Copyright information

© 2020 Springer Nature Singapore Pte Ltd.

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Hamano, M., Ho, B.Q., Hara, T., Ota, J. (2020). Service Ecosystem Design Using Social Modeling to Incorporate Customers’ Behavioral Logic. In: Takenaka, T., Han, S., Minami, C. (eds) Serviceology for Services. ICServ 2020. Communications in Computer and Information Science, vol 1189. Springer, Singapore. https://doi.org/10.1007/978-981-15-3118-7_14

Download citation

  • DOI: https://doi.org/10.1007/978-981-15-3118-7_14

  • Published:

  • Publisher Name: Springer, Singapore

  • Print ISBN: 978-981-15-3117-0

  • Online ISBN: 978-981-15-3118-7

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation