A new mediator model for Information service firms (ISFs) is proposed based on Service dominant logic. In this model, mediators create a shared contextual place and it plays an important role in connecting and managing supply and demand to provide superior services. The mechanism of value co-creation based on service dominant logic in business activities through a suitable service field organized by mediator firms for interactions by all participants. This mechanism is demonstrated through case studies of the framework of Hitachi TWX-21 and Cookpad Inc., which are Japanese information service businesses. We found that a good service field was effective in helping all business’s parties receive better value and gain satisfaction.
Evaluation of services plays an important role in the pre-negotiation process for negotiations over services between autonomous agents. Typically, the service evaluation problem can be regarded as multi-attribute decision making, possibly with uncertainty. This chapter first presents an overview on some decision models, which have been used for evaluating service offers in negotiations, and then discusses the issue of handling uncertainty and imprecision in the service evaluation process by a combined approach for evaluation in order to provide decision support in the pre-negotiation process. Finally, the chapter introduces an evidential reasoning-based model for evaluation of services illustrated by a numerical example.
Service science has recently been focused on and this has encouraged both economic activities and research. The main purpose of this study was to investigate the potential of the concept of a mediator model that was Service Dominant Logic (SDL) oriented in Human Resource Management (HRM) to attain service value co-creation between employers and employees. A hypothesis has been anticipated from the literature to propose the concept of an SDL mediator for HRM. Consequently, a case study on a municipal hospital in Ishikawa prefecture (Japan) was undertaken to demonstrate the usefulness of the new model. The authors found that HRM as an SDL mediator was positively related to the support of value co-creation within organizations. HRM also fostered the relationship between management and staff by organizing and managing the service field for collaboration. Perceived communications and feedback won the trust and commitment of employees. Further, the motivation and knowledge of employees was also shared with employers through HRM. Therefore, the mediating role of HRM was considerable in collaboration. This study demonstrated how the concept of the SDL service mediator supported knowledge sharing and understanding, which thus led to mutual value co-creation.
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