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Hara Lab
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A service engineering lab that designs services by understanding people and society.
AboutAbout the lab
Designing services and understanding people and society
Hara Lab studies service engineering, a new interdisciplinary field.
At first, the lab applied product development approaches to services and built design support systems for them.
It has since expanded into research that starts from settings with a large human element, such as tourism information services and customer service.
Now that the lab has resumed operations, it is working on service design using generative AI, measurement of customer experience, and collaboration between humans and machines.
Key terms
- Service engineering
- A field that analyzes and designs services using engineering concepts and methods
- Large language model (LLM)
- An AI that learns from large amounts of text and can converse with people and generate text
- Electroencephalogram (EEG)
- Small electrical changes produced by the activity of neurons in the brain, measured with sensors placed on the scalp
NewsLab news
A master's student received the Encouragement Award at the 21st National Conference of the Japan Society for Tourism Informatics
A master's student received the Research Encouragement Award at the 13th National Conference of the Society for Serviceology
ResearchResearch themes
The lab studies service engineering with the aim of designing services and understanding people and society. Current work includes service design using generative AI, measurement of customer experience, development of international standards for excellent services and their implementation in society, service robots, and advancement of production systems.
*Illustrative imageDesigning services with generative AI
This research develops "Service LAD," which uses generative AI such as large language models (LLMs) to support the design of services and of systems that combine products and services. The lab conducts it jointly with companies including NEC.
*Illustrative imageSupporting tourism plan creation
The lab studies systems that help travelers create their own tourism plans, as well as support for tourism-oriented community development. It incorporates big data analysis into conventional model-based planning.
*Illustrative imageUnderstanding customer service skills and developing human resources
In joint research with ANA, this work clarifies the customer service skills of cabin crew and applies the findings to staff training. It also draws on approaches from the humanities and social sciences, such as service marketing.
*Illustrative imageMeasuring customer experience with EEG
Focusing on in-flight services, the lab uses portable EEG devices to record passengers' emotional changes. It captures heightened emotions that questionnaires miss, enabling detailed evaluation of customer experience.
MembersFaculty
Hara Lab's members are faculty, a secretary, and doctoral, master's, and undergraduate students.As of 2026
- Associate ProfessorTatsunori HaraPublications ↗
VoicesStudent voices
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Report an errorAbout the images
The top and research theme images are illustrative and were not taken at the lab. They are cropped from Wikimedia Commons images. Cropped CC BY-SA images are provided under the same CC BY-SA license as the original (version shown on each line).
- Top image: “Design Thinking Workshop WMDE 1” Corinna Schuster (WMDE) / CC BY-SA 4.0 (cropped)
- Designing services with generative AI: “Sticky Notes 2” ProjectManhattan / CC BY-SA 3.0 (cropped)
- Supporting tourism plan creation: “Nobusawa-silver-mine-hotspa-IMG” メルビル / CC BY 4.0 (cropped)
- Understanding customer service skills and developing human resources: “A350 cabin Finnair” Tungsten / CC0 (cropped)
- Measuring customer experience with EEG: “CeeGRID” Stefan Debener / CC BY-SA 4.0 (cropped)
- Related lab (木下研究室): “Greenville Public Works, ECVC Recycling Sorting facility - 14” Greenville, NC / Public domain (cropped)
- Related lab (檜垣・山中研究室(Product Design Laboratory／PDLAB)): “Ceramic 3D Printing by Studio Under3” Studio Under / CC BY-SA 3.0 (cropped)
- Related lab (三村・細畠研究室): “SPring- img pano” en:User:Artorius / CC BY-SA 3.0 (cropped)
- Related lab (グラフィクスと
インタラクション研究室(小山研究室)): “DBW-Render glass scene, recreated in POV-Ray” Morn / CC0 (cropped)
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