Exploring Service Science

Name: Exploring Service Science | 9th International Conference, IESS 2018, Karlsruhe, Germany, September 19-21, 2018, Proceedings
Brand: Springer
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9th International Conference, IESS 2018, Karlsruhe, Germany, September 19-21, 2018, Proceedings

Gerhard Satzger Lia Patrício Mohamed Zaki Niklas Kühl Peter Hottum(Editor)

Springer (Publisher)

Published on 12. September 2018

XIII, 416 pages

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978-3-030-00713-3 (ISBN)

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Content

Intro
Preface
Organization
Contents
Service Design and Innovation
The Effect of Service Modularity on Flexibility in the Digital Age - An Investigation in the B2B Context
Abstract
1 Introduction
2 Conceptual Background
2.1 Service Modularity
2.2 Service Digitalization
3 Research Model and Hypotheses Development
4 Methodology
4.1 Sample
4.2 Construct Conceptualization
5 Results
5.1 Measurement Model Assessment
5.2 Structural Model Assessment
6 Discussion, Limitations, and Future Research
Appendix
References
Modular Sales - Using Concepts of Modularity to Improve the Quotation Process for B2B Service Providers
Abstract
1 Introduction
2 Theoretical Background
2.1 Service Modularity
2.2 The Notion of Quote Preparation
3 Empirical Data
4 Results
4.1 The Structure of the Quotation Document
4.2 Identified Challenges
4.3 Approaches to Overcome the Challenges
4.4 Requirements for the Appropriate IT-Support
5 Conclusion
References
Omni-Channel Service Architectures in a Technology-Based Business Network: An Empirical Insight
Abstract
1 Introduction
2 Literature Review
3 Methodology
4 Findings
4.1 Case Study General Overview
4.2 Omni-Channel Architectures in a Technology-Based Business Network
4.3 Bringing Operations Management to a Successful Channel Integration
5 Concluding Remarks
Acknowledgment
References
An Approach for Customer-Centered Smart Service Innovation Based on Customer Data Management
Abstract
1 Introduction
2 Research Objective and Paper Contribution
3 Theoretical Foundation
3.1 Service System Engineering
3.2 Smart Service Innovation
4 A Customer-Centered Smart Service Definition
5 Empirical Results
6 Future Research
References
Closing the Gap Between Research and Practice - A Study on the Usage of Service Engineering Development Methods in German Enterprises
Abstract
1 Introduction
2 Service Engineering
3 Research Method
4 Results
4.1 Usage and Acceptance of Systematic SE Development Methods (RQ1)
4.2 Barriers for Companies to Adopt and Use SE Procedure Models (RQ2)
4.3 Guidelines to Develop Practical Applicable SE Procedure Models (RQ3)
5 Discussion, Conclusion and Outlook
Acknowledgements
References
Customers Input via Social Media for New Service Development
Abstract
1 Introduction
2 Literature Review
2.1 New Service Development Process
2.2 Customer Interaction in NSD
2.3 Social Media for Customer Interaction
3 Research Methodology
4 Findings and Discussions
4.1 Social Media Interactions
5 Implications of the Study
6 Limitations and Future Research Directions
References
Employee-Centric Service Innovation: A Viable Proxy for Customer-Intimacy for Product-Focused Enterprises
1 Introduction
2 Methodology and Data
3 Essential Capabilities of Product-Focused Enterprises in the Fuzzy Front End of Service Innovation
3.1 Managing Shifting Expectations of Value-in-Use
3.2 Collaboration and Learning in Service Systems
4 Towards Employee-Centric Service Innovation
4.1 Challenges of Customer-Centric Service Innovation
4.2 Advantages of Employee-Centric Service Innovation
5 Conclusion and Outlook
References
Towards Managing Smart Service Innovation: A Literature Review
Abstract
1 Introduction
2 Design of the Literature Review
3 Findings
4 Discussion
5 Conclusion and Future Research
References
Open Innovation in Ecosystems - A Service Science Perspective on Open Innovation
Abstract
1 Introduction
2 Service (Eco-)Systems: A Concept from Service Science
3 Open Innovation: Managing Purposive Knowledge In- and Outflows
3.1 The Concept of Open Innovation
3.2 Open Innovation in Ecosystems
4 Open Innovation 2.0: Rethinking Innovation from a Service (Eco)System Perspective
5 Conclusion
References
Smart Service Processes
Crowdsensing-Based Road Condition Monitoring Service: An Assessment of Its Managerial Implications to Road Authorities
1 Introduction
2 Related Work
3 Partially Observable Markov Decision Processes
4 Assessment
4.1 Parameterization
4.2 Results
5 Conclusion and Outlook
References
Digitalization of Field Service Planning: The Role of Organizational Knowledge and Decision Support Systems
1 Introduction
2 Theoretical Foundations and Related Work
2.1 Organizational Knowledge
2.2 Decision Support Systems
2.3 Field Service Planning
3 Research Methodology
3.1 Interview Design and Data Collection
3.2 Interview Analysis
4 Results
4.1 Decision Support Systems in Field Service Planning
4.2 Organizational Knowledge in Field Service Planning
5 Discussion
6 Conclusion and Outlook
6.1 Implications
6.2 Limitations and Future Research
References
Co-creation in Action: An Acid Test of Smart Service Systems Viability
Abstract
1 Research Purpose and Scientific Propositions
2 All Together Working for a Smarter Planet
3 The SSS Insights
3.1 Defining 'Structural' Traits of SSS
3.2 Defining 'System' Traits of SSS
4 Looking for Static Pre-conditions and Dynamic Determinants Featuring Value Co-creation in SSS
4.1 The Static Side of Value Co-creation in SSS
4.2 The Dynamic Side of Value Co-creation in SSS
5 Discussion
5.1 Potential and Effective Value Through Fitting, Engagement and Innovation
5.2 Value Co-creation as Acid Test for Viability of SSS
6 Final Remarks
References
Towards Enabling Cyber-Physical Systems in Brownfield Environments
1 Introduction
2 Fundamentals and Related Work
3 Use Case
4 Iterative Brownfield Deployment
5 Framework for Virtual Representations
6 Business Case
7 Conclusion
References
Market Launch Process of Data-Driven Services for Manufacturers: A Qualitative Guideline
Abstract
1 Introduction
2 Related Work
2.1 Delimitation of Data-Driven Services
2.2 Literature Review
3 Research Methodology and Study Design
3.1 Analogy Analysis
3.2 Data Collection and Sample Selection
4 Model Development
4.1 Time Structure and Limitation of the Developed Guideline
4.2 Content Structure of the Developed Guideline
5 Findings
6 Key Contributions and Implications
7 Conclusion and Further Research
References
Service Business Models
Success Factors of SaaS Providers' Business Models - An Exploratory Multiple-Case Study
Abstract
1 Introduction
2 Related Work
3 Research Design
3.1 Research Methodology
3.2 Site Selection
3.3 Data Collection and Analysis
4 Success Factors of SaaS Providers' Business Models
4.1 Revenue Streams
4.2 Key Resources
4.3 Value Propositions
4.4 Customer Relationships and Channels
4.5 Key Activities
4.6 Partner Network
4.7 Customer Segments
5 Discussion
6 Summary, Limitations and Outlook for Future Work
Acknowledgements
References
End-to-End Methodological Approach for the Data-Driven Design of Customer-Centered Digital Services
Abstract
1 Data-Driven Services
2 Customer-Centered Service Design and Its Challenges
2.1 Service Design Approach
2.2 Challenges of the Service Design Approach
3 Data-Driven Process Approach for the End-to-End Design of Services
3.1 The Innovation Process Funnel
3.2 Data-Driven Process Along the Innovation Funnel
4 Conclusions and Outlook
References
Utilizing Data and Analytics to Advance Service
Abstract
1 Introduction
2 Research Method
2.1 Search and Selection Process
2.2 Analysis and Synthesis of Literature
3 Four Debates Related to Utilizing Data and Analytics to Advance Service
3.1 Understanding the Potential
3.2 Leveraging the Potential in Organizations
4 Discussion
4.1 A Critical Analysis of the Findings
4.2 Avenues for Future Research
5 Conclusion
References
Big Data in Services
Forecast Correction Using Organizational Debiasing in Corporate Cash Flow Revisioning
1 Introduction
2 Cash Flow Data: Acquisition and Descriptives
3 Notation and Forecasting Process
4 Research Design
5 Empirical Analysis
5.1 Explanatory Power in Correction Models
5.2 Predictive Results for Decision Support
5.3 Service Implications in Corporate Information Systems
6 Conclusions and Outlook
References
A Framework for the Simulation-Based Estimation of Downtime Costs
1 Introduction
2 Fundamentals and Related Work
2.1 Fundamentals
2.2 Related Work
3 Methodology
4 Simulation-Based Framework for the Estimation of Downtime Costs
4.1 Availability Modelling Within the Simulation Framework
4.2 Simulation Framework
5 Framework Application on an Illustrative Scenario
5.1 Introduction of the Illustrative Scenario
5.2 Application of the Framework
6 Conclusion
6.1 Summary and Contribution
6.2 Limitations and Future Work
References
Combining Machine Learning and Domain Experience: A Hybrid-Learning Monitor Approach for Industrial Machines
1 Introduction
2 Research Background
3 A Hybrid-Learning Machine Monitoring Approach
4 Anomaly Detection with Long Short-Term Memory Neural Networks
5 Future Integration of the Monitor and Classifier Module
6 Discussion, Limitations and Conclusions
References
Exploring the Value of Data - A Research Agenda
Abstract
1 Introduction
2 Fundamentals and Related Work
2.1 Data
2.2 Value
3 Methodology of the Literature Review
3.1 Search and Selection
3.2 Identification of Clusters
4 Results of the Literature Review
4.1 Business Value and Organization
4.2 Data Management
4.3 Data Value Chain
4.4 Quo Vadis?
5 Proposed Research Agenda
5.1 Influencing Criteria
5.2 Clustering
5.3 Data Governance
5.4 Quantifying the Value
5.5 Link to Related Academic Fields
6 Conclusion
References
Service Topics Open Exploration
Investigating the Alignment Between Web and Social Media Efforts and Effectiveness: The Case of Science Centres
Abstract
1 Introduction
2 Conceptual Background
2.1 The Service Experiences of Museums and Science Centers
2.2 Web and Social Presence
3 Research Approach, Data and Methods
3.1 Research Strategy
3.2 The Units of Analysis
4 Analysis and Discussion
5 Conclusions
References
Exploring Customers' Internal Response to the Service Experience: An Empirical Study in Healthcare
Abstract
1 Introduction
2 Method
3 Findings
3.1 Behavioral Dimension
3.2 Visceral Dimension
3.3 Reflective Dimension
3.4 Integrating Results for Improving the Customer Experience
4 Conclusion
Acknowledgments
References
Health Information Technology and Caregiver Interaction: Building Healthy Ecosystems
Abstract
1 Introduction
2 Approach
3 Applying the DART Lens: Pillars of Interaction
4 Framing HIT Guiding Principles for CG Interaction
5 Concluding Remarks
References
Service Science Research and Service Standards Development
Abstract
1 Introduction
1.1 Questions Addressed in This Article
2 Service Science and Service-Dominant Logic
3 Standards and Standardization
3.1 Standards and Innovation
3.2 Economic Importance of Standards
3.3 Standards for Services
4 An Analysis of a Sample of ISO Service Standards
4.1 Analysis of ISO Service Standards
4.2 Analysis of Ongoing ISO Service Standardization Projects
4.3 Results of the Analysis
4.4 Comparing Definitions in ISO Standards with Fundamental Concepts of Service Science
4.5 Analysis Based on a Sample of ISO Definitions of "Service"
4.6 Results of the Analysis
5 Findings and Recommendations
Appendix: List of Definitions of "Service" in ISO Standards
References
From Data to Service Intelligence: Exploring Public Safety as a Service
1 Introduction
2 Related Work
3 Public Safety as a Service and Service Ecosystems
4 A Governance Perspective on the Response to Disasters Operating Rules
5 Conclusions
6 Further Work
References
Managing Patient Observation Sheets in Hospitals Using Cloud Services
Abstract
1 Introduction
2 The System Infrastructure
3 The Service Flow
4 The Mobile Application
5 Private Cloud Services
6 The Database
7 Experimental Results and Conclusions
Acknowledgments
References
Design Science Research in Services
Bringing Design Science Research to Service Design
Abstract
1 Introduction
2 Management and Interaction Design for Service
2.1 Using DSR to Develop MINDS
3 Service Design for Value Networks
3.1 Using DSR to Develop SD4VN
4 DSR Knowledge Contributions for Service Design
5 Challenges Facing Us and Ways to Resolve Them
References
Scaling Consultative Selling with Virtual Reality: Design and Evaluation of Digitally Enhanced Services
Abstract
1 Introduction
2 Literature
2.1 Design Science Research Process and Evaluation
2.2 Scaling Consultative Selling with Virtual Reality
3 Methodology and Data
3.1 Research Approach and Structure
3.2 Pre-development Phase
3.3 Iteration One - Design and Development Focus
3.4 Iteration Two - Demonstration Focus
3.5 Iteration Three - Evaluation Focus
4 Findings and Discussion
5 Conclusions and Further Research
References
Designing Value Co-creation with the Value Management Platform
Abstract
1 Introduction
2 Case-Study
3 Value Co-creation Design Method
3.1 Conceptual Framework for Value Co-creation Design
3.2 Activities
3.3 Techniques
4 Discussion
5 Conclusion
References
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Exploring Service Science

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