Int. J. Web Engineering and Technology, Vol. 11, No. 3, 2016 259 Copyright © 2016 Inderscience Enterprises Ltd. Ubiquitous revolution, customer needs and business intelligence? Empirical evidence from the Japanese healthcare sector Petri Virtanen* School of Health Sciences, University of Tampere, Finland Email: petri.virtanen@uta.fi *Corresponding author Jari Kaivo-oja Turku School of Economics, University of Turku, Finland Email: jari.kaivo-oja@utu.fi Yoko Ishino Graduate School of Innovation and Technology Management, Yamaguchi University, Japan Email: ishino.y@yamaguchi-u.ac.jp Jari Stenvall School of Management, University of Tampere, Finland Email: jari.stenvall@uta.fi Harri Jalonen Turku University of Applied Sciences, Finland Email: harri.jalonen@turkuamk.fi 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’