Exploring Services Science: 4th International Conference, IESS 2013, Porto, Portugal, February 7-8, 2013, Proceedings (Lecture Notes in Business Information Processing, 143)

Service science constitutes an interdisciplinary approach to systematic innovation in service systems, integrating managerial, social, legal, and engineering aspects to address the theoretical and practical challenges of the services industry and its economy. This book contains the refereed proceedings of the 4th International Conference on Exploring Services Science (IESS), held in Porto, Portugal, in February 2013. This year, the conference theme was Enhancing Service System Fundamentals and Experiences, chosen to address the current need to explore enhanced methods, approaches, and techniques for a more sustainable and comprehensive economy and society. The 19 full and 9 short papers accepted for IESS were selected from 78 submissions and presented ideas and results related to innovation, services discovery, services engineering, and services management, as well as the application of services in information technology, business, healthcare, and transportation. Front Matter....Pages - Strategic Reorientation and Influences on Business-IT Alignment: Case Study of a Luxembourgish Financial Services Provider....Pages 1-13 A Service Oriented Simulation Architecture for Intelligent Building Management....Pages 14-28 Capabilities in Systems Engineering: An Overview....Pages 29-42 Applying the Lead User Method for Designing e-Services - Practical Techniques and Experiences....Pages 43-57 Theory of Constraints in the Service Sector: Characterization for Banking and Analysis of the Factors Involved in Its Adoption....Pages 58-72 Service Innovation Analytics: Towards an Approach for Validating Frameworks for Service Innovation Capabilities via Text Mining....Pages 73-85 Modeling ITIL Business Motivation Model in ArchiMate....Pages 86-99 Service Science: A Service System Design Science Research Method?....Pages 100-113 Modeling Service Relationships for Service Networks....Pages 114-128 Evaluating the IT Strategic Plan for the Public Administration in Portugal....Pages 129-140 Open Semantic Service Networks: Modeling and Analysis....Pages 141-154 Ontological Representation and Governance of Business Semantics in Compliant Service Networks....Pages 155-169 Simulation-Based Quantification of Business Impacts Caused by Service Incidents....Pages 170-185 IT Governance Mechanisms: A Literature Review....Pages 186-199 A Model-Driven Environment for Service Design, Simulation and Prototyping....Pages 200-214 Towards a Taxonomy of Service Design Methods and Tools....Pages 215-229 A Survey of Tool Support for the Animation of IT Services Process Models Execution....Pages 230-245 Factors Influencing the Internationalization of Services Firms: The Case of Design, Engineering and Architecture Consulting Firms....Pages 246-262 A Proposal for a Mobile Ticketing Solution for Metropolitan Area of Oporto Public Transport....Pages 263-278 Benchmarking as a Development Tool in Healthcare....Pages 279-284 Towards an Ontology and Modeling Approach for Service Science....Pages 285-291 Extended DEMO-Based SLAs to Specify Customers’ Expectations....Pages 292-298 Exploring the Drivers of E-Commerce through the Application of Structural Equation Modeling....Pages 299-305 A Model for Open, On-Demand, Collaborative Education for Service Science....Pages 306-312 Factors Influencing Purchase Intention of Private Label Products: The Case of Smartphones....Pages 313-321 Media Sharing in Situated Displays: Service Design Lessons from Existing Practices with Paper Leaflets....Pages 322-328 Towards a Personal Relationship-Based Assignment of Client Representatives to Accounts....Pages 329-335 Future Deployment of Technology in Healthcare Services - A Delphi Approach....Pages 336-342 Back Matter....Pages -