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Research paper : Introduction to service engineering (H. Yoshikawa)−109 Synthesiology - English edition Vol.1 No.2 (2008) (37)−Above is the description of a basic framework for discussing service with assumption that it can improve service in the real world. It is a basic model for the service, and the work to verify this model is to follow. For a model to become a scientific or engineering model, it must follow the formality that can be objectively verified. Although the model described in this paper is proposed as having such formality, its verification cannot be done by the laboratory experiment. In this case, the following process is necessary for verification.First, related fields must be defined. There are many fields as discussed below. In respective fields that are extracted, items that can be explained with an existing knowledge and those that require a new knowledge must be distinguished. If the new knowledge is necessary, that is within a research on scientific or engineering discipline of the service. Next, the relationships among disciplines must be clarified. Since the general method for integrating different disciplines are still under investigation[8], at this point, it must be solved as a problem unique to the service, and this can be called a systemic research on service.Described below are the related fields that are necessary for creating the framework explained in the above section, together with the reason for the extraction of those fields, the completeness and incompleteness of knowledge in them, and what we shall do in respective fields as the research into service. Let us start them, keeping the primitive service and its amplification in mind. Then, we shall identify the direction of the systemic research on service. This will also be an overlook of synthesiological research for how we shall build a good service based on scientific investigation of the service elements.(1) FunctionAs discussed in Section 1, a service is assumed to be a manifest function, so if we understand what function is, then we will be able to understand the service. However, although the function has been addressed in various fields over the history, it has been difficult to define what it is exactly. It is not systematized to be called as “functionology”, and the quantification of function has been unsuccessful [1][4][5]. Therefore this discussion will proceed without seeking a general expression of function, but by provisionally defining a functional content of the individual service. As a simple example, as discussed in Section 2.5, the latent function of serving dish to customers is increased when the cook creates the dishes, and the latent function is accumulated by the cooking time. The properties of the service as a temporal differentiation become realistic through such quantification.Yet generally, the function is more complex, and it can hardly be simplified as in this example. This will become clarified through discussions relying on the basic structure of the service described below.(2) Service-donating actionWe have discussed the service design and following service action responding the motivation of service, that is, own intent or the order from another person. Each has the excellence of design and the mastery of maneuvers. The intent or the order consists of mental, corporeal, and physical components, and from another perspective, it consists of immediate personal motivations to wider social motivations, and thus understanding them requires a diverse perspective. Since an immediate order is met in real time, education and training to understand the person’s unique receptivity are necessary. A specialized knowledge in diversified specific fields is necessary. For example, the pedagogic knowledge is needed for the education service, while knowledge of medicine, physiology, pharmacology, and others are essential for the medical service. On the other hand, language, psychology, and semiotics are useful as a general background. Of course, learning by experience is necessary. Sociology, behavior science, and market survey are necessary for the social service, and the methodology of social science is useful.There is unique design method for each specific field, but the study of general design theory will be basic. Also, an original method for the service design is necessary, and the data accumulation for the service and development of service CAD[9] are useful. Creation of a perfect digitized expression of human form including its movement[10] is a useful information source for the service design to be applied to various fields.The service maneuver based on the design is a discipline in itself. Mastering language and physical expression are necessary, and expression science and sports medicine are also related fields.(3) Service-receiving actionWhen a person to whom the service is donated receives it, reception is not passive but active as mentioned in Section 2.3, and therefore receiving action is selective. There is a unique selection by the receptor. This is an important characteristic of the service, and also a point that makes service complex. What is the selection in reception including the rejection when the service is donated? It is necessary to clarify the factors that determine the nature of service, including influential factors and influencing mechanism in the selection. An action taken by the receptor and the mechanisms of exertion of effect must be understood in those terms. Here, knowledge from psychology, physiology, behavior science, and life science including brain science, which is yielding many interesting findings, may be useful. However, knowledge and method for understanding the receptor and improving the receiving action are currently

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