Technology has been expanding the service encounter concept. Avatars, including virtual and robotic avatars, have been gaining popularity as an emerging technology to generate more human-like and even enhanced remote interactions in technology-mediated service encounters. However, service researchers have paid lesser attention to human-controlled avatar technologies compared to service robots as autonomous avatars. In response to the emerging business and research interests, the technology-mediated service encounter model needs to be updated by integrating avatar technologies. To address this gap, this study develops a conceptual framework of avatar-mediated service encounters. This concept amalgamates features of traditional technology-mediated service encounters and service robots from the aspects of service flexibility and interaction modality. The applications of avatar technologies are categorized based on two axes – user type and avatar embodiment type – and the impacts and research agenda are outlined for each category. The proposed framework contributes to improving remote service experiences and realizing resilient service workplaces.

Due to environmental focuses and pursuit for better economic performance, service and product-service systems are gaining interest. While there exist a variety of product design methodologies, there is no design methodology for service. This paper proposes a design methodology of service. First, service elements are discussed such as service environment, service provider, service receiver, service channel, service contents, service goal, and service quality. Then, service is given a formal definition that it is an activity that a service provider offers to a service receiver in a service environment and generates values for the service receiver. Second, service is classified into five different categories and servicification is discussed. Having identified these concepts of service, we then discuss service engineering as a method to increase added value of service. We then introduce three different ways to do so and they are service design methodologies; first to give best fit service, second to increase the service quality, and third to develop a new service. Finally, we illustrate an example of service design.

The COVID-19 pandemic has changed the style of work. In adapting to the changing work environment, human augmentation technologies (HAT) can provide employees with new options to support their work. However, the agenda for research and development of HAT for the new normal is still unclear. In this study, we set two research questions: (i) what type of technology demand has emerged among employees due to the COVID-19 pandemic; and (ii) what is the nature of job satisfaction experienced by employees during the COVID-19 pandemic? This study aims to clarify the technology demand and job satisfaction of employees during the COVID-19 pandemic. We analyzed data from in-depth interviews with employees based on a grounded theory approach to answer the research questions and proposed an agenda for the research and development of HAT to enhance employees’ well-being in this new normal based on the crosspoint of technology demand and job satisfaction. The theoretical contribution of this study is the development of models of technology demand and job satisfaction of employees during the COVID-19 pandemic. The practical contribution is the development of a crosspoint framework to enable the development of HAT to support work while considering their impact on employees’ well-being.

The importance of technologies for services has been remarkably emphasized recently with the terms “digitalization” and “smart service systems.” Technologies, especially information and communications technologies, have been regarded as an important driver of innovating services, and various researchers of services and service systems have investigated the development of technology-assisted service systems and their methods. However, few studies report how to generalize and disseminate developed service systems and technologies for other service systems. This type of study is essential to expand the impact of the study on technology-assisted service systems on the industrial and societal levels. As our research question, we examined the necessary processes and deliverables to develop and disseminate technology-assisted service systems. We analyzed five cases of a service engineering research project in Japan that aimed at improving service industry productivity through disseminating developed technologies. We conducted semistructured interviews with the researchers responsible in each case. As a result, we clarified the generalization process through continuous codevelopment with stakeholders in the same or different service systems. We also specified a set of research outputs: technology, activity guideline, and application process, designated as a technological support model for a service system. The features of these outputs can be emphasized by categorizing them into three types: knowledge-worker support model, organization management support model, and association management support model. These processes and outputs provide a practical guideline for developing and disseminating technology-assisted service systems effectively.

Subjective age (i.e., how old one feels) has been found to be a biopsychosocial marker of aging. This study examined the associations between subjective age and the frequency of information and communication technology (ICT) usage by older adults. Data were collected via an online survey conducted in 2020 during the COVID-19 pandemic. The study analyzed responses from participants aged 65 to 89 (M = 71.9, SD = 3.9) who resided in Japan (N = 1631, 52.8% female). Subjective age was indexed by asking participants to specify in years how old they felt. Proportional discrepancy scores (PDS) were calculated to indicate younger or older subjective age and were used as an independent variable. Participants were asked about the frequency of computer, smartphone, flip phone, tablet, and social networking service (SNS) use. Two-thirds of the participants (63.6%) reported feeling younger than their actual age. Nearly 90% reported using computers for more than 2–3 days a week, while 64.3% reported smartphone use, 22.9% reported flip phone use, and 36.6% reported SNS use. Logistic regression analyses revealed that a lower PDS (i.e., feeling younger) was associated with a significantly higher frequency of smartphone use (OR: 0.77; 95% CI: 0.60, 0.98) after adjusting for potential confounders. No such association was found for computer, flip phone, tablet, or SNS use. Our study found that feeling younger was associated with a higher frequency of smartphone use. The daily use of smartphones may have helped older adults stay in touch with family and friends and obtain the information that they needed, which may have contributed to better psychological well-being outcomes, especially during the COVID-19 pandemic.