This talk challenges common assumptions of service. Service is not merely about satisfying customers; it is about struggle between customers and service providers.
Before joining Kyoto University in 2010, he worked as a research staff at Palo Alto Research Center, Palo Alto, Ca (2007-2010) after obtaining his Ph.D. in Management from Anderson School of UCLA (2000-2006) with his dissertation titled ‘Knowing and Not Knowing in Work Practices: Three Ethnographic Studies’. He had his bachelor and master’s degrees in Kyoto University, and several internships in Japan, France and the USA.
Drawing from his research and active engagement with companies, he has published journal articles and book chapters in both English and Japanese. More recently, he published a book introducing various studies on service encounters, and argues that services are essentially power struggles.
Currently, he is an associate professor at the Graduate School of Management, Kyoto University.
Website: http://www.yamauchi.net
This talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at http://ted.com/tedx
