Event Details

Event Details | Alumni Network | UCLA Anderson School of Management

Anderson Alumni Japan Chapter Speaker Series: Professor Yutaka Yamauchi
Friday, July 17, 2015
6:30 PM - 9:00 PM
Tokyo 21c Club, Collaboration Room, 10F Shin-Marunouchi Building

Contact: UCLA Anderson Alumni Network - Japan Chapter


 
 
 
Anderson Alumni Japan Chapter Speaker Series
 
"Demystifying Services: Every Service is an Act of Struggles"
 by Professor Yutaka Yamauchi, PhD '06

What are services really? Services are often said to be about satisfying customers, fulfilling customers’ needs, and creating a cordial environment where customers can be relaxed. I disagree. Service is a complex phenomenon because multiple people are engaged in an extended interaction to co-create value. Analyses of provider-customer interactions at traditional sushi bars in Tokyo reveal that sushi chefs test customers by posing them difficult questions and observing how they would respond. Typically sushi chefs do not smile much and provide customers with little information. In general, the more providers try to satisfy customers, the less the customers will be satisfied. To explain these paradoxical phenomena, I will put forward the thesis: Service is an act of struggles. This new theory of services will offer key insights into how services should be designed. (Book in Japanese)
 
Join fellow alumni and friends in this special speaker series event brought to you by the Anderson Alumni Japan Chapter. Set aside an evening to learn something new, share your ideas, and network with your peers. Details for future speaker series events coming soon.
 
Friday, July 17, 2015
7:00 p.m. (19:00)
(Doors open at 6:30 p.m.)
 
Collaboration Room
10th Floor, Shin-Marunouchi Building
1-5-1 Marunouchi, Chiyoda-ku, Tokyo 100-6510
Fee: ¥3000 (includes appetizers and refreshments)
 
Space is Limited
 
 
Yutaka Yamauchi is an Associate Professor at Kyoto University, Graduate School of Management. Prior to joining GSM in September 2010, he was a researcher at Palo Alto Research Center (PARC), a Xerox Company. He obtained Masters and Bachelors degrees in Computer Science from Kyoto University and a Ph.D. in Management from UCLA Anderson School. Most recently, Yutaka was a distinguished speaker at TEDxKyotoUniversity.  
 

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