The future of e-service value

Summary form only given. Service science research has been developing rapidly in this decade and provided a lot of contributions to enhance the value of information systems. At this point, most of IT scientists are promoting their researches based on the concept what information systems make an effective, an optimal, and confortable society. Since the e-services are provided to users, we have to define their value on user-friendliness, sustainability, economical efficiencies, effectiveness, satisfaction, and some other viewpoints. In this talk, we introduce the service fit model to realize what the users utilities are enhanced by e-services. The former half, we discuss the irrational issues of human activity and thinking. Even though some splendid services are provided by the information systems, people sometimes do not think and feel their value because their thinking and services are not fitted. For example, although word-processing software has a lot of function to edit the documents and the personal computer has memory to memorize a ton of data, people sometimes have paper and pencil nearby. This means that the software and the computer do not meet the needs. In latter half, we introduce some examples and actual cases where the systems provide smart services and functions. IT solutions in tourism industry and semiconductors industry are introduced at the end of this talk.