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Kosuge, Ryusuke

My research interests have centered on how service organizations can design and execute operations that deliver a superior customer experience. In my PhD research, I investigated the development of customer/market-focused service organizations both in terms of operations and culture through a longitudinal study. My current research focuses on the implementation of "lean" (a flow-focusing approach to process management) in Swedish and Japanese service organizations. My intention is to develop an integrated model of service system that is focused on customer experience flow. As a part of a research project on "lean and IT", I also explore how IT can fit in with the model. I take a multi-disciplinary approach, employing perspectives from various fields such as marketing, operations management, and organizational theory. Key words: Service design, service delivery, customer-focused service organizations, lean service

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