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A concept of Service Mediator & Its potential Applications. Minh Chau Doan* , Kunio Shirahada , Michitaka Kosaka Graduate school of Knowledge Science Japan Advanced Institute of Science and Technology. Contents. Introduction. Background Research objectives. Background.

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a concept of service mediator its potential applications

A concept of Service Mediator & Its potential Applications

Minh Chau Doan* , KunioShirahada, MichitakaKosaka

Graduate school of Knowledge Science

Japan Advanced Institute of Science and Technology

slide3

Introduction

  • Background
  • Research objectives
slide4

Background

  • Gaps in shifting operation
  • Providers & users faces difficulties in collaboration
  • Providers & users require more support to promote their business
  • Neutral third party
  • Transfer value only
  • Do not actually engage in the collaboration process
  • Service Value co-creation
  • Satisfaction
  • Optimal value in use
slide5

Background

Information service business

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Service customers

Service providers

How to match

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How to match

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slide6

Research Objectives

  • Service Mediator based on SDL & Service Field
  • Introduce a new business model concept:
    • Service mediator model based on SDL & Service Field
  • Propose potential applications for mediator model
  • Matching supply and demand to extract value in use
  • Support the collaboration
  • Optimize service value co-creation
slide7

Concept Foundations

  • Service Dominant Logic
  • Service Field
s d logic foundations
S-D Logic Foundations

Co-create

Customers

Providers

Customers

Providers

Value proposition

VALUE IN USE

Value creation

Co-create

GOOD DOMINANT LOGIC

SERVICE DOMINANT LOGIC

Value in use depends on “customers’ agreement”

slide9

Service Field Foundations

People

Promotion

Customers

Service

Providers

Time

Cost

Productivity

Physical evidence

Place

Service Field : a cooperative environment containing all contexts of services

service field foundations
Service Field Foundations

Electro magnetic power

Magnetic field

Electron charge

electro-magnetic power = charge of electrons * the electro-magnetic field

Service value = service * service field

slide11

Service Mediator

  • Concept
  • Case Studies
  • Verified model
slide12

Service mediator concept

Classification of business models and new service model hypothesis

hypothesis
Hypothesis

Service Mediator

Manage

Support

Customers

Providers

People

Promotion

Service

Time

Cost

Co-creation

Productivity

Service Field

Place

Physical evidence

Hypothesis of service mediator concept

slide14

Hypothesis

Required functions of Service Mediator

Function 1 : Collect many providers and users information related to targeted service

Function 2 : Match pair of providers and users perfectly based on service field

Function 3 : Support the co-creation

slide15

Case studies

Page 15

  • Hitachi TWX-21
    • Famous IT service company in Japan
    • Have over 43.000 clients use its service
    • TWX-21 cloud flatformto support service exchange
    • Strong tools such as ASP or eMP to support the value co-creation
slide16

Hypothesis and Results

  • Function 1: Collect many providers and users information related to targeted service
    • Hitachi is a very famous and high reputation IT service company in Japan
  • Function 2 : Match pair of providers and users perfectly based on service field
    • Effective data processing and mining system
  • Function 3 : Support the co-creation
    • Powerful IT infrastructures
    • 24/7 helpdesk
    • Feedback system with “Do & Check” process
    • Professional consultants
slide17

Case Studies

Page 17

  • Cookpad Inc.
    • No.1 recipe website in Japan
    • Over 1.000.000 users
    • Huge database of recipe
    • A cooperative website for manufacturers and consumers
slide18

Hypothesis and Results

  • Function 1 : Collect many providers and users information related to targeted service
    • Cookpad is No.1 recipe website in Japan
    • Huge amount of users and access
  • Function 2: Match pair of providers and users perfectly based on service field
    • Powerful search engine to find right requirements of users
    • Data mining to offer suggestions of cook-lovers’ behaviors to manufacturers.
  • Function 3 : Support the co-creation
    • Powerful IT infrastructures
    • Dynamic marketing/campaign to pull and push users and manufacturers together
    • Attractive interface and display of website
slide19

Verified model

Information service firms

slide20

Verified model

Required functions of Service Mediator

Function 1 : Trustworthy brand and effective exchange environment to collect many providers and users information related to targeted service

Function 2 : Well-equipped and powerful service field to match pair of providers and users perfectly based on service field

Function 3 : Effective engines to support the co-creation

slide21

Potential Applications

  • Local Governance Management
  • Human Resource Management
slide22

Potential applications of SM

  • Local governance management for tourism
    • Issues:
    • Many tourists do not have information of small places although they have great points for tourism。
    • Firms in tourism fields and travelers are lack of co-creation.
    • Small place cannot boost their tourism without support.
slide23

Why government should be a Mediator

  • Government has good position to gather users and suppliers work together
    • Government has good database which can support the collaboration.
    • Government has well-trained officer who able to encourage the interaction.
slide24

Page 24

  • Hypothesis for government functions:
  • Trustworthy brand and effective exchange environment
    • Branding more for new image of government as a friendly and supportive mediator
    • 2. Well-equipped and powerful service field
    • Powerful IT infrastructure.
    • Effective service fields.
    • 3. Effective engines
    • Adequate law pass.
    • Effective investment management
    • Fair and Favor support for tourism firm
slide25

Page 25

Government

Support co-creation

Support co-creation

Users

Suppliers

Information on Service field

Users’ needs

Suppliers’ seeds

Information on Service field

Service Field

Management

  • Business man
  • Family
  • Young people
  • Packbacker
  • Etc.
  • Hotel
  • Transportation
  • Restaurant
  • Shop
  • Sightseeing
  • Etc.

Government’s system

Government system as a mediator

slide26

Potential applications of SM

  • Human resource
    • Issues:
    • There are many information of supply and demand in human resource which is needed to be match perfectly.
    • HR cover many tasks such as recruit, C&B, training, planning etc => it needs an effective system to satisfy both employers and employees.
    • Employers and employees are lack of fields to co-create and share there mutual interests.
slide27

Why HR should be a Mediator

  • HR manages and controls the relationship between employers and employees.
  • HR is the only channel for employees share and feedback their issues.
  • Work for benefit of both employers and employees
slide28

Page 28

  • Hypothesis for HR functions:
  • Trustworthy brand and effective exchange environment
    • Branding as a good mediator for both employers and employees
    • 2. Well-equipped and powerful service field
    • Efficient database
    • Organize dynamic service field for interactions and collaborations
    • Powerful data mining system to match right requirements and offers
    • Effective engines
    • Fair policies
    • Soft power
    • Balance the benefit between employers and employees
slide29

Page 29

Manage

Support

Human Resource

Value = contribution, branding

Employer

Employee

Value = Compensation & Benefits

Collaborate flat-form organized by HR

Service system of HR

  • Communication
  • Policy
  • Work life balance

Employees’ Data

slide30

Conclusion

  • Conclusions
conclusions
Conclusions
  • Regarding Service transformation, this model has an impact on optimizing the service value and service satisfaction.
  • Mediator model can be applied for many service process.
  • Required functions should be explored more to encourage the effective of mediator model