| 研究実績の概要 |
We proposed a new model for improving service literacy (SL) via digital assistants (DAs) which advances the field of service science and service dominant logic. In the proposed model, DAs help service receivers to improve their knowledge, skills and attitudes which influence the enhancement of service behaviours. The result was presented to the 12th International Conference on Applied Human Factors and Ergonomics (AHFE2021). In addition, we developed a framework of informal institutions (relationships, solidarity, trust, and social norms) which controls and governs the value co-creation interactions in the service ecosystem at the bottom of the pyramid (BOP) economy. We presented the paper in Naples Forum on Service and received the best paper award in Service-Dominant (S-D) Logic. Our proposed and developed concept “informal institutions” are very original to the service research community.
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