Serviceology for Services: 5th International Conference, ICServ 2017, Vienna, Austria, July 12-14, 2017, Proceedings (Lecture Notes in Computer Science Book 10371)

This book constitutes the refereed proceedings of the 5th International Conference on Serviceology for Services, held in Vienna, Austria, in July 2017. The 21 full papers and one tutorial paper presented in this volume were carefully reviewed and selected from 75 submissions. The papers are organized around the following topics: human-centered service; customer satisfaction; service innovation and marketing; service design. Read more... Abstract: This book constitutes the refereed proceedings of the 5th International Conference on Serviceology for Services, held in Vienna, Austria, in July 2017. The 21 full papers and one tutorial paper presented in this volume were carefully reviewed and selected from 75 submissions. The papers are organized around the following topics: human-centered service; customer satisfaction; service innovation and marketing; service design Front Matter ....Pages I-XV Front Matter ....Pages 1-1 Analysing and Computing the Risk of Customer Integration for a Service Provider (Wolfgang Seiringer)....Pages 3-14 Shift Scheduling to Improve Customer Satisfaction, Employee Satisfaction and Management Satisfaction in Service Workplace Where Employees and Robots Collaborate (Takashi Tanizaki, Takeshi Shimmura, Nobutada Fujii)....Pages 15-25 Application-Driven Product-Service System Configuration: Customer-Centered Strategy (Alexander Smirnov, Nikolay Shilov, Andreas Oroszi, Mario Sinko, Thorsten Krebs)....Pages 26-37 Consumers’ Responses to Service Failures and Recoveries (Julie A. Edell)....Pages 38-45 Analyzing an Ecosystem for Complex Consumer Services (Mirjana Radonjic-Simic, Frank Wolff, Dennis Pfisterer)....Pages 46-52 Front Matter ....Pages 53-53 Approaches for Sustaining Cultural Resources by Adapting Diversified Context of Customers in Tourism: Comparison Between Japanese and Slovenian Cases (Hisashi Masuda, Dejan Krizaj, Hideyuki Sakamoto, Kotaro Nakamura)....Pages 55-63 An Economic Lab Experiment for the Best Offer and Approval in Face-to-Face Service Interaction Situation (Kenju Akai, Keiko Aoki, Kenta Onoshiro)....Pages 64-74 Development of a Three-Stage Public Observation Service System Model with Logics for Observation/Assessment (Satoko Tsuru, Maki Kariyazaki)....Pages 75-87 Front Matter ....Pages 89-89 An Analysis of the Cognitive Processes Related to “Service Awareness” of Cabin Attendants (Ryo Fukushima, Koji Tachioka, Tatsunori Hara, Jun Ota, Yuki Tsuzaka, Narito Arimitsu)....Pages 91-100 Automating Motivation: A Workplace Analysis of Service Technicians and the Motivational Impact of Automated Assistance (Katja Gutsche, Jennifer Griffith)....Pages 101-108 Stiction-Free Learning Method for Service Design Beginner (Atsunobu Kimura, Koki Kusano, Ryo Ymamashita, Yurika Katagiri)....Pages 109-120 A Proposal of a Visualization Method for Service Ideas Using Paper Card Based-Fieldwork (Kazutoshi Sakaguchi, Nobuyuki Kobayashi, Aki Nakamoto, Seiko Shirasaka)....Pages 121-134 Introduction to a Service Prototyping Tool Box (Abdul Rahman Abdel Razek, Christian van Husen, Saed Imran)....Pages 135-143 Lab-Forming Fields and Field-Forming Labs (Takeshi Kurata, Ryosuke Ichikari, Ching-Tzun Chang, Masakatsu Kourogi, Masaki Onishi, Takashi Okuma)....Pages 144-149 Front Matter ....Pages 151-151 A Modelling Method for Digital Service Design and Intellectual Property Management Towards Industry 4.0: CAxMan Case (Nesat Efendioglu, Robert Woitsch)....Pages 153-163 Service-Driven Enrichment for KbR in the OMiLAB Environment (Michael Walch, Dimitris Karagiannis)....Pages 164-177 Modeling Digital Enterprise Ecosystems with ArchiMate: A Mobility Provision Case Study (Benedikt Pittl, Dominik Bork)....Pages 178-189 Serviceology-as-a-Service: a Knowledge-Centric Interpretation (Robert Andrei Buchmann, Ana-Maria Ghiran)....Pages 190-201 From Service Design to Enterprise Architecture:The Alignment of Service Blueprint and Business Architecture with Business Process Model and Notation (Pornprom Ateetanan, Sasiporn Usanavasin, Kunio Shirahada, Thepchai Supnithi)....Pages 202-214 From Software Services to IoT Services: The Modeling Perspective (I-Ling Yen, Farokh Bastani, San-Yih Hwang, Wei Zhu, Guang Zhou)....Pages 215-223 Enabling Digital Transformation in SMEs by Combining Enterprise Ontologies and Service Blueprinting (Ahson Javaid, Sabrina Kurjakovic, Hisashi Masuda, Youji Kohda)....Pages 224-233 Back Matter ....Pages 235-237