Exploring Service Science : 9th International Conference, IESS 2018, Karlsruhe, Germany, September 19–21, 2018, Proceedings

This book constitutes the proceedings of the 9th International Conference on Exploring Services Science, IESS 2018, held in Karlsruhe, Germany, in September 2018. The 30 papers presented in this volume were carefully reviewed and selected from 67 submissions. The book is structured in six parts, each featuring contributions describing current research in a particular domain of service science: Service Design and Innovation; Smart Service Processes; Big Data in Services; Service Topics Open Exploration; Design Science Research in Services. The book offers an extended, ICT-focused vision on services and addresses multiple relevant aspects, including underlying business models, the necessary processes and technological capabilities like big data and machine learning. The academic work showcased at the conference should help to advance service science and its application in practice. Front Matter ....Pages I-XIII Front Matter ....Pages 1-1 The Effect of Service Modularity on Flexibility in the Digital Age – An Investigation in the B2B Context (Torben Stoffer, Thomas Widjaja, Nicolas Zacharias)....Pages 3-15 Modular Sales – Using Concepts of Modularity to Improve the Quotation Process for B2B Service Providers (Aleksander Lubarski)....Pages 16-30 Omni-Channel Service Architectures in a Technology-Based Business Network: An Empirical Insight (João Reis, Marlene Amorim, Nuno Melão)....Pages 31-44 An Approach for Customer-Centered Smart Service Innovation Based on Customer Data Management (Katharina Blöcher, Rainer Alt)....Pages 45-58 Closing the Gap Between Research and Practice – A Study on the Usage of Service Engineering Development Methods in German Enterprises (Simon Hagen, Sven Jannaber, Oliver Thomas)....Pages 59-71 Customers Input via Social Media for New Service Development (Intekhab (Ian) Alam)....Pages 72-87 Employee-Centric Service Innovation: A Viable Proxy for Customer-Intimacy for Product-Focused Enterprises (Michael Vössing, Jörg Siegel, Niels Feldmann, Thorsten Wuest, Carina Benz)....Pages 88-100 Towards Managing Smart Service Innovation: A Literature Review (Caroline Götz, Sophie Hohler, Carina Benz)....Pages 101-111 Open Innovation in Ecosystems – A Service Science Perspective on Open Innovation (Carina Benz, Stefan Seebacher)....Pages 112-124 Front Matter ....Pages 125-125 Crowdsensing-Based Road Condition Monitoring Service: An Assessment of Its Managerial Implications to Road Authorities (Kevin Laubis, Florian Knöll, Verena Zeidler, Viliam Simko)....Pages 127-137 Digitalization of Field Service Planning: The Role of Organizational Knowledge and Decision Support Systems (Michael Vössing, Clemens Wolff, Volkmar Reinerth)....Pages 138-150 Co-creation in Action: An Acid Test of Smart Service Systems Viability (Francesco Polese, Luca Carrubbo, Francesco Caputo, Antonietta Megaro)....Pages 151-164 Towards Enabling Cyber-Physical Systems in Brownfield Environments (Sebastian R. Bader, Clemens Wolff, Michael Vössing, Jan-Peter Schmidt)....Pages 165-176 Market Launch Process of Data-Driven Services for Manufacturers: A Qualitative Guideline (Achim Kampker, Marco Husmann, Philipp Jussen, Laura Schwerdt)....Pages 177-189 Front Matter ....Pages 191-191 Success Factors of SaaS Providers’ Business Models – An Exploratory Multiple-Case Study (Sebastian Floerecke)....Pages 193-207 End-to-End Methodological Approach for the Data-Driven Design of Customer-Centered Digital Services (Jürg Meierhofer, Anne Herrmann)....Pages 208-218 Utilizing Data and Analytics to Advance Service (Fabian Hunke, Christian Engel)....Pages 219-231 Front Matter ....Pages 233-233 Forecast Correction Using Organizational Debiasing in Corporate Cash Flow Revisioning (Florian Knöll, Katerina Shapoval)....Pages 235-246 A Framework for the Simulation-Based Estimation of Downtime Costs (Clemens Wolff, Michael Voessing)....Pages 247-260 Combining Machine Learning and Domain Experience: A Hybrid-Learning Monitor Approach for Industrial Machines (Daniel Olivotti, Jens Passlick, Alexander Axjonow, Dennis Eilers, Michael H. Breitner)....Pages 261-273 Exploring the Value of Data – A Research Agenda (Tobias Enders)....Pages 274-286 Front Matter ....Pages 287-287 Investigating the Alignment Between Web and Social Media Efforts and Effectiveness: The Case of Science Centres (Marlene Amorim, Fatemeh Bashashi Saghezchi, Maria João Rosa, Pedro Pombo)....Pages 289-302 Exploring Customers’ Internal Response to the Service Experience: An Empirical Study in Healthcare (Gabriela Beirão, Humberto Costa)....Pages 303-315 Health Information Technology and Caregiver Interaction: Building Healthy Ecosystems (Nabil Georges Badr, Maddalena Sorrentino, Marco De Marco)....Pages 316-329 Service Science Research and Service Standards Development (Reinhard Weissinger, Stephen K. Kwan)....Pages 330-343 From Data to Service Intelligence: Exploring Public Safety as a Service (Monica Drăgoicea, Nabil Georges Badr, João Falcão e Cunha, Virginia Ecaterina Oltean)....Pages 344-357 Managing Patient Observation Sheets in Hospitals Using Cloud Services (Florin Anton, Theodor Borangiu, Silviu Raileanu, Iulia Iacob, Silvia Anton)....Pages 358-370 Front Matter ....Pages 371-371 Bringing Design Science Research to Service Design (Jorge Grenha Teixeira, Lia Patrício, Tuure Tuunanen)....Pages 373-384 Scaling Consultative Selling with Virtual Reality: Design and Evaluation of Digitally Enhanced Services (Osmo Mattila, Tuure Tuunanen, Jani Holopainen, Petri Parvinen)....Pages 385-398 Designing Value Co-creation with the Value Management Platform (Geert Poels, Ben Roelens, Henk de Man, Theodoor van Donge)....Pages 399-413 Back Matter ....Pages 415-416