The International Conference of Serviceology (ICServ) 2025
Green Economy and Service Innovation - Shaping the Future of Business and Society, 1-3 December
Programme
December 3, Wednesday
Parallel Session K: Smart Living and Technology Acceptance
Venue & Time: Room Torsten, 09:00 – 10:00
Chair: Kate Inyoung Yoo, Kansai Gaidai University
“Exploring the Effect of Tone Personalization in Sake Video Promotions Utilizing Chats with Robots”
Hisashi Masuda1, Kanae Kochigami2, Yin Jou Huang2, Mina Fukuda1, Hiroaki Negoro3, Ide Kentaro3 & Keiko Shimotsuma3
1 Kyoto University of Foreign Studies, 2 Kyoto University & 3 Gekkeikan Sake Co., Ltd.
“Building Trust for Sustainable Growth: Examining User Stickiness in O2O Food Platforms”
Wafa Mohammed1 & Nor Asiah Omar2
1 Graduate School of Business, National University of Malaysia
2 Faculty of Economics and Management, National University of Malaysia
“Mapping the Stakeholders of Digital Marketing Ecosystems for Strong Sustainability: A Multi-Level Perspective Incorporating Non-Human Actors”
Chonreutai Tawitaranond, University of Antwerp
Parallel Session L: Logistics and Service Operations
Venue & Time: Room Ragnar, 09:00 – 10:00
Chair: Kie Sanada, Ritsumeikan Asia Pacific University & European Institute of Japanese Studies, Stockholm School of Economics
“A Systematic Literature Review on Consumer Participation in Last-Mile Delivery”
Fan Wu, Graduate School of Business Administration, Ritsumeikan University
“Analysis of Optimal Ship Navigation in Offshore Waiting Situations”
Shunta Yoshimura1, Tomoya Kawasaki1, Ayato Kitadai1 &
Nariaki Nishino1
1 University of Tokyo
“Effects of Delivery Constraint Relaxation on Logistics Efficiency”
Jun Takahashi1, Tomoya Kawasaki1, Ryo Kumagai2 & Kenta Ito2
1 University of Tokyo & 2 LOKIAR Co., Ltd.
10:00 – 10:30 Coffee & Tea Break
Venue: Atrium, Stockholm School of Economics, Sveavägen 65 Stockholm
Venue: Atrium, Stockholm School of Economics, Sveavägen 65 Stockholm
Parallel Session M: Organizational Learning and Service Excellence
Venue & Time: Room Torsten, 10:30 – 11:30
Chair: Erja Kettunen, Turku School of Economics, University of Turku
“Analysis of Adaptive Behaviors in Individualized Customer Service: The Structural Relationship Between Provision and Restraint”
Haruku Nagai1, Tatsunori Hara1, Jun Ota1 & Bach Quang Ho1,2
1 University of Tokyo & 2 National Institute of Advanced Industrial Science and Technology
“Human Resource Development Process and Evaluation for Context Management—Empirical Study on Service Engineers at an Industrial Robotics Manufacturer”
Hisashi Unekawa, Kawasaki Robot Service, Ltd.
“Attention, please! Gimme a few minutes and you will notice it too: Attentional Breath and Intensity Toward Emerging Digital Service Technologies at Televerket 1969–1996”
Mirko Ernqvist1 & Robert Demir2
1 European Institute of Japanese Studies, Stockholm School of Economics &
2 Linköping University
Parallel Session N: Behavioral and Psychological Perspectives in Service
Venue & Time: Room Ragnar, 10:30 – 11:30
Chair: Hiroshi Nakamura, SANNO University
“Linking Behavioral Dynamics to Co-Creation Value and Awareness Change in Community Farm Settings”
Takahiro Miura1, Ryosuko Ichikari1, Sawa Uchida2, Hisaya Ogura2, Nobuyuki Okada2, Masato Kashibushi2, Shintaro Tanno3 & Keiko Toya4,5
1 National Institute of Advanced Industrial Science and Technology,
2 Toray Construction, Co., Ltd., 3 Servitizing Excellence, 4 Meiji University &
5 European Institute of Japanese Studies, Stockholm School of Economics
“The Impact of Empathy for Shared Values and Corporate Purpose on Employee Well-being”
Kazuki Yamada1, Yoko Maehiro2, Kazuhiro Yamaguchi2, Kazuhito
Uehara, Noriaki Uenomachi2, Yuki Tokuda2, Hitomi Yamazato2, Chikoto Oshiro2 & Momomi Nonaka1
1 Waseda University & 2 Orix Business Center Okinawa Corporation
“Effects of Homo- and Hetero-Reciprocal Care Service in a Metaverse Environment on Trainee Motivation”
Han Fu1, Hiroya Yamashiro1, Karimu Kato1, Yuki Kato1, Takahiro
Miura2 & Takeshi Kurata1,2
1 University of Tsukuba & 2 Research Institute on Human and Societal Augmentation, AIST
11:30-11:40 Coffee & Tea Break
Venue: Atrium, Stockholm School of Economics, Sveavägen 65 Stockholm
ICServ 2025 Concluding Remarks
Venue & Time: Room Torsten, 11:40 – 12:00
12:00 – 13:00 Lunch
Venue: Atrium, Stockholm School of Economics, Sveavägen 65 Stockholm
13:30 – 14:00 Travel to Company Visit from Stockholm School of Economics, Sveavägen 65
14:00 – 15:30 Company Visit
15:30 – 16:15 Travel back to Stockholm School of Economics, Sveavägen 65