Global service enhancement for Japanese creative services based on the early/late binding concepts

Abstract

Japanese Creative Services (JCS) are defined as high context services affected by contextual factors such as nature, culture, history, and/or lifestyle. They have remarkable aspects of sustainability and scalability because of their strong dependency on the local Japanese context. When considering global service enhancement of such high context services while keeping their unique characteristics, it is important to clarify how communications between a variety of service providers and consumers are supported. The core competence of JCSs is derived from an "Omotenashi" mindset, as the essence of Japanese hospitality that emphasizes utilization of implicit contexts as deliberate preparations. In this chapter, we propose more general characteristics of JCS explicitly, a modeling method where we explicitly distinguish types of service communications as regular and exceptional handling ones and utilize early/late binding concepts in programming. We describe the modeling tool and the application case of a traditional Japanese sushi service (Edomae-Sushi). Analyzing service communication based on this concept, we discuss which part of communication should be supported/ trained or replaced by IT/machines more systematically as a value-adding, scalability concept in the global service economy.