Ubiquitous revolution, customer needs and business intelligence? Empirical evidence from the Japanese healthcare sector

Abstract

The relationship between ubiquitous technologies and organisational matters remains under-theorised. In this article, ubiquitous revolution is scrutinised within the framework of the 'service space' concept. The article argues that the healthcare field evolves so rapidly because of the continual introduction of new technologies and disruptive innovations. The role of healthcare related technologies and the drive by service providers to incorporate them to internet of things systems is likely to herald a significant departure in service delivery in the healthcare sector. The Japanese case study suggests that ubiquitous technologies accelerate social and societal change by focusing greater emphasis on customers' voices in the healthcare 'service space'. Moreover, the complexity and dynamics of this evolving 'service space' provide pivotal challenges for organisational adaptivity challenging the traditional organisational business and knowledge management models used by technology providers in various ways. The article suggests that further research is required to place this topic more firmly on the healthcare agenda.