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研究成果の概要 (和文) : 日本の製造企業の収益性は低下しており、サービス分野への展開が期待されている。しかし、製造業の投資効率およびサービス化に関わる実証的に分析した学術的成果は乏しい。本研究は、統計データを用いて、研究開発投資及び設備投資と収益性に加えて、サービス分野への多角化と収益性の関係について検証を行った。分析の結果、近年、研究開発投資及び設備投資と収益性には負の関係があることが示された。その一方で、サービス分野に多角化している企業ほど収益性が高いことが分かった。また、事例分析により、日本企業においても、高度な技術開発能力を活用し、付加価値の高いサービスを提供して競争優位を確立することが可能であることも示した。, 研究成果の概要 (英文) : The profitability of Japanese manufacturing companies has been very low, and as a result, they have recently expanded into service fields by using high technology capabilities. However, very few existing studies empirically and quantitatively analyze the performance of these companies that diversify into service fields. This study empirically analyzes the relationship between service diversification and economic performance. It also analyzes the relationship between R&D investment, capital investment, and profitability and finds that these are negatively correlated. However, results indicate that profitability is higher for companies diversifying into service fields than for companies that do not diversify. In addition, detailed case studies demonstrate that it is possible for Japanese companies to establish a competitive advantage by utilizing advanced technology development capabilities and providing high value-added services.

我が国の産業構造の変化の中でサービス産業は，雇用促進，付加価値創出という観点から次なる経済成長のエンジンとして大きく期待されている．しかし，サービス産業，とりわけ就業人口の多い宿泊業，飲食業の労働生産性は著しく低い．その要因の一つは，小規模事業者が8 割以上を占めることに起因する．またサービス産業においては，小規模事業者が支配的にも関わらず，小規模事業者に特化したサービス・マネジメントに関する研究そのものや，具体的に顧客価値の最大化に向けてどのようにマネジメントを行うのかということに関する研究も十分とはいい難い． そこで本論文では小規模事業者のリソースの制約を乗り越える策として外部のリソースを活用するオープン・イノベーションに着目し日本人向けの旅館から外国人個人旅行客向けの旅館へと新しい市場を創造した，旅館・澤の屋の取り組みから，「顧客価値」の最大化というサービス・イノベーションの最終目標に向かって，どのように自社内リソースの配分を見直し，社外リソースの活用を行うべきかについて，よりどころとなる判断軸を既存の顧客満足のフレームワークを援用し検討をすすめていく． 本研究により，「顧客価値」を媒介に，オープン・イノベーションと顧客満足研究との概念的関係性の一端を明らかにすると共に，旅館業の生産性向上においては地域との連携を強化するオープン・イノベーションの発想による事業構造の見直しが一つの活路である可能性を示す． Japan is currently going through a change in its industrial structure. Service industry is largely expected to become the next engine for economic growth which is expected to occur from the perspective of creation of employment opportunities and additional value. However, the service industry, particularly the lodging and food service industries which employ a large portion of the working population, has extremely low labor productivity. One of the causes of the low productivity is the fact that small business owners account for more than 80% of the businesses in the field. Regardless of this, it would be difficult to say that there is an adequate amount of research about man-agement within the service field of Japan. In this paper, I would like to re-examine value chain and focus on the idea of open service innovation which makes use of external resources to advance this research going forward. This will be used as a tactic to radically overcome the restrictions that small business owners have in terms of management. I specifically would like to focus on Ryokan Sawanoya’s approach. This ryokan created a new market by shifting the traditional Japanese inn which caters to Japanese clientele to a traditional Japanese inn which focuses on traveling customers from abroad. Ryokan Sawanoya’s approach is all about achieving its ultimate goal of service innovation which ultimately means to maximize the “customer’s value”. How will the ryokan re-examine its resource allocation? Should the ryokan make use of external resources? I would like to conduct my research about these questions while using the existing framework for customer satisfaction. I demonstrate that re-examining the structure of one’s business through the use of the idea of open service innovation is one way for small Ryokan Owner to survive in the field business-wise. Also as a theoretical contribution, this research will also make clear part of the conceptual connection between open innovation and the management of customer satisfaction through the idea of “customer value”.

[概要]本稿ではサービスサイエンス(SSME)の研究成果をレビューし, その全体像と問題点を明らかにする。 なかでも, ほとんど解明されていないSSMEとサービスマネジメントの理論的つながり, およびサービスの数値化に着目し, それらについて検討する。[Abstract]This paper clarifies the outline and problems related to Services Science, Management and Engineering (SSME). As a result, it finds out that Little is known about following two problems, i) Relationship between SSME and Service Management ii) Numeralization in Service., [注記]商学編