Advances in The Human Side of Service Engineering

AHFE International

Accelerating Open Access Science in Human Factors Engineering and Human-Centered Computing

Advances in The Human Side of Service Engineering

book-cover

Editors: Louis Freund, Wojciech Cellary

Topics: Human Side of Service Engineering

Publication Date: 2019

ISBN: 978-1-4951-2091-6

DOI: 10.54941/ahfe100239

Articles

Variability Handling in Multi-Mode Service Composition

Information services are designated for information processing intensive tasks and may require different levels of human involvement in their execution, e.g., in information processing and analysis. The handling of variability in information service systems incorporates the concern of human involvement in service execution or, as we denote it, functioning mode of service. The existence of different functioning modes of services raises a problem of multi-mode service composition. In the paper we propose the use and the extension of variability representation model to represent variability in the information service system and present the multi-mode service composition approach to derive consistent flows of both abstract and concrete services.

Peteris Rudzajs, Marite Kirikova

Conference Proceedings

A Semi-Automatic Approach for the Integration of Structural Karlstad Enterprise Modeling Schemata

In this paper, we describe and discuss a semi-automatic approach for the integration of structural Karlstad Enterprise Modeling (EM) Schemata. The focus is on the implementation-independent level and therefore we treat an EM schema as a high-level description of data for some part of the future information system. Our point of departure is the classic four-phase integration process comprised of pre-integration, comparison of the schemata, conforming the schemata and, merging and restructuring. In relation to the semi-automatic approach described and discussed, we argue that several rules and knowledge repositories should be used to facilitate the whole integration process. However, it is also argued that the domain experts are still a very important source of knowledge and should therefore also be involved during the whole integration process. The research approach is inspired by design science in which the end product should be a useful artifact. In this paper, the artifact is provided in the described semi-automatic approach for the integration of Structural Karlstad EM schemata. As its main contribution, the paper offers a holistic view of the described and discussed semi-automatic approach for the integration of structural Karlstad EM schemata.

Peter Bellström

Conference Proceedings

Model Synchronization in Sociotechnical Service Systems

Integrated product-service systems become complex sociotechnical services consisting of human and technological components. Existing management approaches are limited as they neglect changing resources and processes during the service lifecycle. The lack of proper procedures and methods going beyond the initial service engineering leads towards unsystematic and low-quality services. This contribution addresses this gap between the real service processes and the underlying service model. The paper will describe a 4-steps procedure model, which defines a framework for synchronization routines in sociotechnical service systems. The methodic approach focuses on the definition and integration of synchronization procedures in addition to standard service development. Besides the theoretical basis, we demonstrate the practicability with a case study.

Michael Thieme, Lars-Peter Meyer, Kyrill Meyer, Christian Zinke

Conference Proceedings

Storage in the Cloud: What You Need to Know and Why

In recent years there has been huge growth in the amount of data stored on public cloud services. Much of the data stored on these services is placed there through the use of mobile apps (such as Facebook or DropBox), with little consideration given by the owners to the potential consequences of storing their data on a public service. While these services typically spell out the conditions under which user data is stored in their Terms of Service, most users don't take the time to read these and they are seldom written in a way that encourages real understanding of the terms. However, there are many issues that should be considered when choosing to store personal data in a public cloud service, both from the perspective of the user and the cloud service provider. This paper begins by explaining some key concepts of cloud storage. It then provides a list of items that should be considered when choosing a cloud service provider, explains why the issues are potentially important, and gives suggestions for actions the user might make in order to achieve their desired goals.

David A. Pease

Conference Proceedings

Attitudes and Use of Mobile Phones in Tweens

As mobile phones become more and more ubiquitous, their use for various communication modes continues to increase. Ownership and use is most prevalent in young people (Baron, 2010, Cotten, 2009, Kasesniemi & Rautaninen, 2002, Ling & Yyttri, 2002, Rees & Noyes, 2007, Pew Project, 2011) and younger and younger individuals are owning and using mobile phones (Geser, 2006). Many studies have looked at mobile phone use and behaviour in 11-25 year olds but little research has been carried out with tweens (8-11 year olds). Attitudes to mobile phone use and perceptions of use towards mobile phones are investigated in tweens (8-11 year olds). 136 pupils in seven schools completed two questionnaires and 20 pupils carried out small group interviews. User behaviour with mobile phones is discussed with reference to the type of information that is communicated by voice and text. It is suggested that mobile phone use is increasing in tweens (8-11 year olds) and the way mobile phones are used are challenging traditional values and behaviours of social practice, for example, many tweens prefer to contact each other through texting rather than face to face or calling on the mobile phone.

J. Fowler, J. Noyes

Conference Proceedings

User Experience as Service at Social Networking

Despite the popularity of social networks, there is a lack of a systematic way in which different social networking services can be categorized, and what users’ expectations and motivations for each type of social networking services are. This paper presents a framework of social networking services. We then proceed to elaborate on how to provide best user experiences from a need-satisfaction lens for each type of social networking services.

Houn-Gee Chen, Yu-Qian Zhu

Conference Proceedings

UX as a Service

User experience design (UXD) has become an important discipline for improving the usability of service innovations. However, user interface (UI) and user experience (UX) alone normally do not define a service, nor do they become services. Recently, we have observed the rise of “Gamification as a Service”, which introduce game-based mechanics to non-game services. The “fun” experiences created by gamification is therefore added onto the original experiences offered by the non-game services, and it creates extra values to the services such as customer participation and customer loyalty. Moreover, "socialization of brands" demonstrated the possibility of offering social networking experiences as a value-adding service to another service that is not related to social networking at all. A lot of business websites now include social filters, social tagging, or social feeds, so as to improve the overall service experiences. In this position paper, we discuss this emerging trend of User Experience as a Service (UXaaS), in which user experiences are offered as value-adding software services to other online services.

Raymund J. Lina, Tai-Lin Chinb, Houn-Gee Chenc, Seng-cho Choud

Conference Proceedings

Social Influence Tagging as a Service for Brand Marketing

Oppose to the strategy of maximizing the spread of commercial advertising though/within the members of a social network, the key issue for the most firms in brand marketing should be targeting the set of individuals who may consume with higher possibility under the inevitable budget constraint. In this research we introduce a prediction framework for “precision targeting” based on the concepts of information cascades and the effects of the consumer conformity. That is, the goal of this framework is to investigate the processes to detect the influencers with higher purchasing possibility in the coming time period. Given the difficulties of data collecting and analyzing, this so called “Social Influence Tagging” can thus be as a service for all the brands for marketing strategy.

Jin-Gu Pan, Wen-Tai Hsieh

Conference Proceedings

Exploring the Servicelization of Mobile User Interface Evaluation

Publication apps, as applications of magazines, books, journals or catalogs published for mobile devices, promise to revolutionize the way we read. A feature central to the success of publication apps is the design of a satisfied interface to link interactive components to the content, which plays a pivotal role in providing readers with good memories and increasing reader satisfaction. However, today's production platform cannot directly feedback suitable mobile user interfaces for designers or editors, as well as the review processes are so lengthy that companies spend a lot of time in waiting for the results or fixing apps based on the rejection reasons. In order to improve the quality of publication apps, we propose a systematic pre-evaluation process that assists businesses to start a pleasant design and to offer consistent mobile experiences to their specific reader communities. The current study integrates association rule mining algorithm with rejection letters in order to identify possible unsatisfied user interface. We find that publishers who submit numerous publication apps save time in both development and submission, resulting from reducing the communication gap with programmers. Therefore, this approach not only enhances efficiency for mobile application development through technology-mediated service, but also effectively generates quality assured user interface meeting mobile reader needs while remaining economically competitive.

Shih-Chun Chou, Tse-Ming Tsai, Yuting Lin

Conference Proceedings

Shopping Experience as a Service for On-line Group Purchasing

Group purchasing has become an important trading activity in today's e-commerce. Most of current group purchasing websites provide a platform for sellers to list products and process transactions. Consumers are attracted and gathered by bonuses or discounts provided by the websites. In such traditional group purchasing scenario, product information is listed in one specific website and consumers have to find the products which they are looking for on the specific website. The impact of social opinions and experiences on group purchasing activities are not fully utilized and studied. In this paper, we design a novel group purchasing system which can directly embed grouping service in any webpages rather than establishing a traditional web store. In addition, user experiences are collected and employed to increase the possibility of group purchasing activities. The impact of other users’ preferences and purchasing activities on a buyer’s purchasing choice is further studied.

Tai-Lin China, Yu-Shuan Tsaia, Raymund J. Linb

Conference Proceedings

A Journey Recommender System Using Crowd Attention Monitoring for Facilitating a Collaborative Visiting Experience

Nowadays when people are visiting an exhibition or museum, the only available guidance is usually brochure or map, which shows location information statically. People are not able to get real-time situation of the exhibition or museum, such as which booth is currently popular. With the prevalence of mobile and social network, we can analyze people's booth visiting histories and provide valuable insights to users of a proposed journey recommender system. This presentation proposes a journey recommender system using crowd attention monitoring and dynamic route planning for facilitating a collaborative visiting experience. An exhibition case is used to demonstrate how the system works.

Rebecca Chen, Tina Ho, Raymund J. Lin

Conference Proceedings

Group Work: Does It Work?

Group-work plays a significant part in all undergraduate courses while working effectively as a member of a group is one of the most important generic skills that students need to develop while at university in preparation for their future working lives. Many stakeholders, however, have reservations regarding group-based assignments, in particular about whether or not individual group members are rewarded appropriately for their contribution to the overall group achievement. The success of group-work is dependent on both extrinsic factors, such as assignment design, management, assessment, etc. as well as intrinsic factors, such as the knowledge, skills, etc. of individual group members.In this paper the challenges presented by the extrinsic factors that impact on the success of group-based assignments are considered against the background of the of formal summative assessment of group-based assignments on BSc Computing undergraduate courses in the Department of Computing at Canterbury Christ Church University in the United Kingdom. In particular the effectiveness of group-work in terms of improved learning, improved development of non-cognitive skills and assessment validity/reliability are considered.

Gerald Stock

Conference Proceedings

Meeting Service Needs of the Changing Profile of Student Customers

The objective of this paper is to investigate how Higher Education Institutes (HEIs) in the United Kingdom (UK) can redefine education services to meet the needs of student customers. The student demographics extracted from the UK’s Higher Education Statistics Agency (HESA), Key Information Sets (KIS) and an example HEI, University of Greenwich, UK, are explored and analysed. Additionally, the National Statistics Survey (NSS) on student satisfaction is also examined. Statistical analysis alone is insufficient to form a contextual view of the general student customers’ profile. The changing demographics and the current student customers’ prolific use of technology highlighted the fact that the past understanding of student profiles and their education needs no longer apply in the current context. A new method of student customer profiling is suggested. Service procurement in HEIs and the Service Consumption Life Cycle of student customers are discussed in the context of service needs and iterative interactions with specific service delivery focal areas within the HEI. A recommendation is made for periodic risk regulation assessments using new student customer profiles against areas of service needs to ensure a set of quality service delivery to meet the needs of these new students.

Doreen Nielsen, Yong Lin, Anthony White

Conference Proceedings

Evaluating Digital Library’s Service Concept and Pre-Launch Implementation

The paper presents a challenging online service concept for culture and science, namely the public interface of the Finnish Digital Library, known as Finna. Its most distinctive features originate from the fact that practically all Finnish libraries, archives, and museums are prospective partners through Finna. From the viewpoint of human-computer interaction (HCI), Finna’s greatest challenges are 1) to design and implement user experience for a heterogeneous target population, and 2) to design and implement a service that merges differing information structures and conventions on the use of libraries’, archives’, and museums’ materials. The paper focuses on four independent usability studies that evaluated the test version of Finna. The studies were planned to cover the most relevant questions and to reveal existing usability problems. Following the current principles of work organization, Finna’s research collaboration partners provided the resources for conducting the studies. The studies’ findings concerned the validity of Finna’s service concept and its implementation. The results indicate that the service may be accepted by its end-users if three issues are resolved: the coverage of content, the representation of materials, and the identity of the service. This will require collaboration between all project partners and Finna’s designers.

Heli Kautonen

Conference Proceedings

Effects of Social Promotion for Customer Choice in the High Mobility of Mobile Phone Market

Current mobile phone markets have becoming high mobility of mobile-phone users by standardizing the mobile phone devices. In Japan, before introducing MNP (mobile number portability), the Japanese market was saturated in between three international companies named NTT DoCoMo, KDDI au and Softbank with their specified mobile phones. The competitive condition around the mobile phone market to switch from specific to standardized mobile phones is becoming severe. However, in Japan, the current main strategy has been price competition still because the devices are well developed and the traditional mobile phone market has a low mobility of mobile-phone users. Conversely, in Pakistan, to be undertaking social promotions based on high mobility of mobile phone users. In this case, how can we develop and balance individual/social promotion in the high mobility of mobile-phone users? Mobile-carriers should understand customer preference for mobile phones and services rather than increasing their market shares. Customer retention and loyalty are important goals for mobile carrier companies. We found the equilibrium of individual/social promotion effect based on numerical simulation. Marketers can better cultivate relationships with existing customers instead of attracting new customers. We will design an optimal customer selection, formulating a distinct marketing mix and modifying the marketing organization.

Javid Ahson, Hisashi Masuda

Conference Proceedings

Bringing Empathy in Service Network

In this paper we present recent cases where human-centered designers apply empathic design approaches for public service development. The public service development nowadays involves a complex network in which multiple organizations from different sector need to collaborate in order to provide more holistic and effective solutions for citizens. Collaboration in this complex network, however, is yet very challenging. In this paper, we explore the mindset and tools of empathic design as a potential approach to overcome this challenge. Based on two pilot projects carried out with a large municipality in Finland, we shed light on opportunities of empathic design in three aspects: firstly, in helping service developers see a holistic picture of the complex service structure and at the same time view it from individual actors’ perspectives; secondly, in engaging various actors in face-to-face dialogues and achieving a mutual understanding; lastly, in envisioning new ways of working in organizations through the small-scale experiments. These findings indicate new roles of empathic design for creating collaborative relationships in service networks. Discussions in this paper also include challenges of doing empathic design in public organizations.

Jung-Joo Lee, Tuuli Mattelmäki, Jaana Hyvärinen

Conference Proceedings

Human-Centered Design: Integrating Systems & Services around People by Providing a Common Ground for Action

Service engineering and service design, though distinct in their origins, theories, concepts, methods and practices, share that they are both consequential productive arts for people who depend on their outcomes. The ideas, methods and practices of human-centered design are therefore relevant to both professional fields. Yet, how human-centered design is being practiced and applied depends on the interpretation of the concept, or the “designer’s stance” (Buchanan 2011). In this paper, I trace the shifts in design thinking and the role of people in service engineering and in service design. I argue that human-centered design challenges the systems view of service engineers and service designers and requires them to reach out to each other. For this reason, I conclude that for these two disciplines, human-centered design provides a common ground for purposeful action: to arrive at the best solutions that work for people inside and outside of organizations and to conceive of, plan and deliver services that embrace the full human being, not merely a person’s purchasing power or cognitive abilities.

Sabine Junginger

Conference Proceedings

Designing Usable, Yet Secure Authentication Services: A User-Centric Protocol

User authentication is a vital and critical service in many modern interactive applications including online banking, commerce, government as well as critical infrastructures protection. Such critical software systems should provide highly secure services for establishing if user access should be granted or not. As it will be highlighted in this paper, there is an intrinsic conflict between creating user authentication services that are secure, yet easy to use by the end-users. Our main goal is to adopt a human-centric approach which consists to study the intimate relationship between usability and security before the user authentication service has been implemented and deployed. We propose a framework that models the usability and security symmetry meaning the security consequences of usability issues. It suggests a novel usable security protocol through an inspection method named Usable Security Symmetry for dealing with usable security of user authentication methods that in turns will guide the development of truly secure and usable user authentication systems. The framework uses NGOMSL (Natural Goals, Methods, and Selection Language) to understand the user cognitive processes involved in user authentication while helping to identify and model the diverse situations of conflict between usability and security attributes.

Christina Braza, Ahmed Seffahb, Pierre Poirierc

Conference Proceedings

A Snap-Shot of User Support Services In Earth System Grid Federation (ESGF): A Use Case Of Climate Cyber-Infrastructures

Cyber-infrastructures have changed the process of research. Researchers can now access distributed data from all parts of the world with the help of cyber-infrastructures. User support services play an important role to facilitate researchers to accomplish their research goals with the help of cyber-infrastructures. However, the current user-support practices in cyber-infrastructures are being followed on intuitive basis (at least in climate e-infrastructures) thus over-burdening cyber-infrastructure employees. The main contribution of this paper is to present the snap-shot of the current user support practices in a cyber-infrastructure of a climate science known as Earth System Grid Federation (ESGF). ESGF is a leading distributed peer-to-peer (P2P) data-grid system in Earth System Modelling (ESM) having around 2700 users distributed worldwide. The questionnaire conducted with the climate cyber-infrastructure projects’ employees presents the picture of the current user support situation by highlighting their profile, utilization of various communication media, user-request service time, attributes of incoming user problems and information requests. The respondents of the questionnaire were 26 support staffs of cyber-infrastructure projects, from different parts of the world. The paper then presents the critique of the current user support process in ESGF and finally emphasizes on the need to streamline user-support in cyber-infrastructures.

Hashim Iqbal Chunpir, Thomas Ludwig, Amgad Badewi

Conference Proceedings

An Insight Survey of Innovation Laboratories Worldwide

During the last decades, the drastic changes in market, customer needs, technology and perceptions have stepped the world into an era of innovation, where organizations are continuously striving for an advancement of products, methods or processes to better meet the varying demands of society and keep their edge in a globally competitive environment. The way of innovation is not straight forward and encompasses different obstacles which need to be alleviated in order to design and implement a successful innovation that drives commercial value in the market and brings growth to companies. Subsequently, some dedicated and specialized physical environment is needed to support the innovative activities in a systematic way and minimize the effects of these barriers; this requisite has led to the emergence of innovation laboratories. Currently, a number of innovation laboratories exist around the globe, that are very divergent in terms of capabilities, features and resources; however, this variation and their potential have not been thoroughly investigated. We present the results of a study that identifies the salient features, potential and capabilities of existing innovation laboratories and serves to streamline further research in this domain in order to strengthen their existence and potential, and maximize the use of their innovative services.

Atia Bano Memon, Lars-Peter Meyer, Kyrill Meyer, Klaus-Peter Fähnrich

Conference Proceedings

Service Networks in the Area of E-Mobility

E-mobility (e-mobility) systems experience a growing interest in politics and economy. However, establishing this new technology in the market is a huge challenge since both, customer and supplier, have to think about mobility in a new way. To attract e-mobility to customers, new service offerings are an important channel. For creating such service offerings, various actors have to interact in new relationships and networks, focusing on current and future customer needs. To give a first understanding of such service networks and how far they can be described as “service networks” in a common theoretical sense is the goal of the paper. Based on a literature review in the fields of network and service network theory, general characteristics with which (service) networks can be described are elaborated. The different players on the e-mobility market are introduced and the network they form is classified using the characteristics from (service) network theory.

Carola Stryja, Peter Hottum, Hansjörg Fromm

Conference Proceedings

Prejudice and Innovation: A Critical Relation for Designing Potentially Innovative Solutions

Contemporary organizations are increasingly interested in augmenting their capacity to innovate. The most commonly adopted frameworks for innovation among corporations are the ones based on co-creation processes, particularly the ones related to the “design thinking” practices (i.e, human-centered design, open innovation, service design, lean startup and business model generation). These frameworks have fundamentally in common the assumption that people are sensible enough to understand different points of view. And that these frames of work will enable organizational teams to free themselves of their prejudices and embrace the “different.” At the same time that a team’s prejudice can distort understandings, it also plays an important role in opening up what it is to be understood. This text advocates that by being aware of the impacts of prejudice, tradition and the interplays between pre-understandings and understandings, organizational teams should have better possibilities to innovate, i.e. to create new propositions that will be perceived as valuable by a determined social context. A metaframework and future research are proposed.

Maurício Manhães a, Birgit Mager b, Gregório Varvakis c

Conference Proceedings

Transformative Service Design: From Technology to Dechnology

In recent years, the development of service design has increasingly focused on the issue of “transformation.” Design can not only be treated as a driver of user-centered and demand-oriented innovation, but also plays a key role in the business innovation process, value co-creation by multi-functional teams, and the derived business transformation. This study focused on Taiwan’s largest R&D organization – the Industrial Technology Research Institute (ITRI). Since 2010, the ITRI has adopted “design” in innovation processes through the Dechnology (Design + Technology) project, gradually transforming the R&D process revolved around technology, into a value co-creation model through design, technology, and business. Meanwhile, during the transformation process, ITRI has strived to make changes in knowledge transfer and behavior patterns so that organizational capabilities can be enhanced. Through in-depth interviews, non-participant observation, and literature reviews, this study explores the critical success factors for multidisciplinary value co-creation during the process of change. Finally, this study proposes a Dechnology conceptual framework integrated with service design to serve as an important reference for businesses that undergo similar innovation projects and transformation management in the future.

Chen-Fu Yang, Chih-Shiang Wu, Yin Gong, Tung-Jung Sung

Conference Proceedings

Supporting Decision Making and Policy Through Large Scale Pilots

Under the European Commission’s ICT Policy Support Programme (ICT-PSP) so-called Large Scale Pilots (LSPs) have been launched to advance cross-border interoperability in key policy areas like eID, eHealth, eProcurement, eJustice or the Services Directive. Member States (MS) collaborated to make their existing services interoperable. The first LSPs started in 2008 and impressive results have meanwhile been achieved. Although being technical projects, key hurdles that had to be overcome wasn’t technology, but legal and operational issues, understanding the legacy and administrative cultures in the participating states, or governance of results. This paper will focus on those aspects. Taking the LSP STORK as an example, the experience made on decision making in such complex initiatives is discussed. The paper will discuss what activities preceded the piloting, like the ministerial declaration that expressed the political will, how the LSP was set up to implement it, and how it led to policy initiative like the upcoming Regulation on electronic identification and trust services for electronic transactions in the internal market (eIDAS).

Herbert Leitold

Conference Proceedings

Interactive System Design forCollaborative Case Management

The success of knowledge work represents one of the most important aspects for businesses to date. Managers across all industries are searching for new ways to increase the productivity in this domain. Since traditional approaches, such as Business Process Management cannot provide the suitable context to support knowledge intensive workflows, the recent trend of Adaptive Case Management has set out to address this issue by providing a framework that enables an agile and dynamic environment for work execution. As this is a very young discipline, suitable software solutions are still rare. Therefore, the paper at hand consolidates the general principles behind this new approach and subsequently focuses on the aspect of user interface design covering innovative technologies and new methodologies of the Human Computer Interaction domain. In addition, this work also discusses possible solution approaches and presents a reference implementation based on the findings proposed. The presented solution aims at increasing employee productivity and creativity by providing a motivating way of collaboration.

Sebastian Huber, Christian Zagel, Freimut Bodendorf

Conference Proceedings

Interactive Technologies to Enhance Collaborative Practice for Innovation

This study aims to provide a practice based view of collaborative innovation in order to contribute to the theoretical debate on collaborative innovation and to define a managerial practice to source and manage innovation. The context of investigation is the internet environment. It is recognized as powerful environment for enhancing collaborative innovation with customers, as well as, with the entire firm’s network. The paper, adds value to the existing literature on innovation by framing the elements of the collaborative practice for innovation and their role in the resource integration process and in the value creation. The study fosters a shared understanding of what the collaborative innovation practice is in order to keep it workable and meaningful. It calls for a new, more holistic and strategic role of the collaborative practice and provides new insights to replace episodic and improvised activities to innovate with a structured, codified and recursive practice to enhance the ideas co-generation process and to create value for all the actors engaged.

Angela Caridà, Monia Melia, Maria Colurcio

Conference Proceedings

Resource Integration in Innovation Processes: A Literature Review

The aim of study is to provide a better understanding of the resource integration phenomenon through a bibliometric analysis conducted on 1072 ISI listed journal articles. The most important contribution of the study is the overview of what resource integration is, how it has been portrayed in marketing and management research and a deeper understanding of the six most important dimensions or topics and their theoretical basis. Furthermore, the analysis highlighted a clear division within the knowledge structure of RI, defining essentially two main research areas on the topic: the old school of goods-based logic and the recent school of service-based logic.

Maria Colurcioa, Bo Edvardssonb, Angela Caridàa

Conference Proceedings

Collaborative Practices in Innovation Ecosystems

In management literature “ecosystem” idea is becoming more and more relevant and it appears as a useful way to describe the set in which organizations operate. This is even more common when referring to innovation, in order to describe contributions arising outside from organization boundaries. Our research interests start from innovation ecosystem and are even framed in the domain of practice-based studies, leading to the overlapping of these two streams of research and to the chance to define the collaborative practices to convey innovation in ecosystems. We investigated this approach through a case study based on an innovation context composed by a high number of actors linked to cultural heritage issues, known as DATaBenC. The results of our analysis give us the chance to define this context as set by the proposers and tagged as an innovation ecosystem after defining its identity. Then each actor defines its own identities in the ecosystem and finally the actions are described as a way to operationalize the objectives. By summing up the three practices shed some more light on how innovation takes place, with a detailed description on how actors collaborate to reach common aims driven by innovation.

Tiziana Russo-Spena, Marco Tregua, Francesco Bifulco

Conference Proceedings

Living Labs for Smart Innovation: a User-centric Approach

The paper aims to describe the notion of Living Labs, then to frame it in a particular kind of innovation, namely smart cities. These metropolitan and urban contexts are redefined as it regards the way in which they have to be managed and due to the services provision. When stakeholders take part to this context, they carry different resources, favoring the emergence of innovation as a product of resource integration. Due to this, managers have to create the conditions to enable the mixing of resources towards smart projects. In line with this choice we depicted the city managers decisional process favoring user intervention through a two-step investigation: firstly we had an overall examination of Living Labs in Europe; secondly we analyzed two of the empirical evidences different one another because of the kind of area they are referred to through reports published by the actor acting as key player in the process towards smart city, and direct interviews performed with city managers to better investigate some issues. The investigation led us to the definition of a series of activities to leverage user’s involvement achieving resource integration to support smart cities projects through an innovation process mainly based on users contributions.

Francesco Bifulco, Marco Tregua, Cristina C. Amitrano

Conference Proceedings

Knowledge and Learning in Practice-Based Studies: An Integrated Perspective to Understand Innovation

This article goes in-depth in the conceptual analysis of knowledge and learning as social cultural phenomena. We focus on studying three practice-based learning approaches we named - “knowing-in practice”, “knowing-in-between practices” and “cultural-historical activity theory”- through their key concepts. More specifically we are interested in how these approaches interpret the creation of new social structures, learning processes, and practices in cultural-historic contexts for the creation of new knowledge, practice and activity. The study brings new conceptual insight to the topical phenomena about learning mechanisms and provides evidence on how these mechanisms have the potential to contribute to innovation. Thus, as our conclusion we state that we benefit on in-depth understanding about different elements of learning in and between actors in order to create better conditions for collaborative development, renewals and innovations to take place.

Russo Spena Tizianaa, Kallio Katri b, Lappalainen Inka band Mele Cristina a

Conference Proceedings

Learning Driven Collaboration Management for Unstructured Service Processes

We conducted ethnographic studies of several service works, such as social welfare case work in a city and, customer support desk work for a computer maintenance company, etc. We found the unstructured nature of service to be one of the major problems in improving service performance and quality. We propose a collaboration management model for structuring and improving unstructured service processes. We conducted an experiment in social welfare work in a city. An expert and two teams of case workers participated. The case workers successfully elaborated the initial work template created by the expert by two learning cycles of the proposed collaboration management model.

Akihiko Obata, Noriyuki Kobayashi

Conference Proceedings

Applying the House of Quality to the New-Building Construction Commissioning Process

Commissioning (Cx) is a quality process for building construction used to verify that the Owner’s Project Requirements (OPR) are being met by the final design and construction (D&C). The goal is to confirm that each phase of the project is linked back to the OPR through quality assurance methods. Leadership in Energy and Environmental Design (LEED) certification is an OPR and can contribute to difficulties within the D&C process. The LEED rating system offers numerous point opportunities that span the full range of design disciplines. It is difficult to quickly understand how a design decision made by one discipline impacts another discipline’s goal(s) for maximizing LEED points in their respective areas. The House of Quality (HOQ) tool of the Quality Function Deployment (QFD) methodology can provide a means of comparison among the OPR, the proposed design, and the design impacts among the LEED credits. This paper will introduce a proposed four-phase QFD model that has been specifically modified and tailored for use by the Commissioning Authority through all phases of D&C process. It will then focus on the methodology for developing the first phase of the model, which is expanded for projects seeking LEED certification. The remaining three phases of the Commissioning QFD are discussed elsewhere. The first phase or pre-design phase will consist of two HOQ matrices for LEED projects. The first HOQ will be used to assist in identifying the LEED credits to be included in the OPR and to understand the design impacts among the LEED credits selected. The second HOQ will evaluate the alignment of the architect/engineer team’s Basis of Design (BoD) with the OPR, as well as identify the impacts among the OPR and the impacts among the BoD.

William L. Gillis a, Elizabeth A. Cudney b

Conference Proceedings

Employee and Customer Cynicism: Strategic Engineering of Service Encounters for Effectiveness in Environments of High Cynicism

The purpose of this research is to develop a theoretical model of employee cynicism and customer cynicism in the context of service environments and to propose suggestions on how to engineer the service encounter for effectiveness even in environments of high cynicism levels. Cynicism has reached high levels in consumers (Sheth & Sisodia, 2005) and high levels in many organizations and it may have important consequences (Andersson & Bateman, 1997; Bedeian, 2007; Patterson & Baron, 2010). The antecedents of employee and customer cynicism are proposed to be both distrust and also a certain level of ignorance about the context of the specific service encounter. Distrust is difficult to make movements (decrease) while contextual ignorance is relatively easier to make movements on (decrease). The resulting model suggests both direct and indirect effects on effectiveness in a given service encounter. Implications are provided for the design of service encounters in environments characterized as highly cynical.

Jeffrey J. Bailey

Conference Proceedings

Using Bill of Services (BOS) to Achieve Effective Service Delivery

Services are usually performed at the exact moment that the customer demands it. Therefore, a service business must have optimal resources available in terms of skill and experience, at the right time and place. In order to achieve valuable service delivery, service organizations must develop supportive infrastructure so that the process of creating and delivering the service will be accomplished efficiently and effectively. Thus, the discipline of service design becomes a basic element in the development of services. Organizations must develop services that will meet customers' expectations, requirements, and demands, to be delivered when needed, to the complete satisfaction of the customer. Bill of Services (BOS) is a novel management tool designed to support service organizations in developing their services and planning resources to satisfy management’s strategy. This paper presents a methodology for configuration of the BOS in a manner similar to configuration of the Bill of Materials (BOM) in a manufacturing organization. The BOS assists management in the day-to-day planning and control of activities, and facilitates a professional management infrastructure in service organizations. Based on the BOS, the necessary resource capacities can be planned and service costing can be performed according to predefined service levels for each service characteristic.

Gad Vitner

Conference Proceedings

Defining a Serviceability Architecture Framework

The application of Serviceability as an integral part of the server and network product development process and the complete lifecycle of a product requires a methodology that can accurately and consistently identify and measure product serviceability issues and provide a means to measure change throughout. Cisco has developed a Serviceability Architecture and Design Framework (SADF) that can be used to conduct product serviceability audits and provide feedback into the product development and support process in a consistent, longitudinal manner. The SADF is composed of three main components; 1) Serviceability Architecture Framework, 2) Design Functions and Requirements, and 3) Process for Utilizing the SADF. The focus of this paper will be to introduce and describe the history of the Serviceability Architecture Framework (SAF) which is the foundation of the SADF.The Serviceability Architecture Framework is composed of 8 subsystems; Deployment Design, Installation, Configuration, Monitoring, Notification, Diagnostic, Troubleshooting, and Learning Engine. The subsystems are augmented by a set of services that are common across the subsystems (centralized management, documentation, logging, hardware, user experience, and application programming interface (API). Finally the architecture identifies the sources of information that provide input into the different architectural components and the desired outputs for the subsystems operating on the inputs.This paper will introduce a system process model that identifies the scope of serviceability areas in the context of customer product acquisition and system deployment and management. The architecture subsystems will be described in the context of this model and the details of the subsystems, their interdependencies, and their inputs and outputs will be introduced and discussed.

Donald Allen, William Parkhurst

Conference Proceedings

A Study on BEMS Based on Behavioral Economics for Small and Medium-Sized Buildings

The authors have researched and developed Building Energy Management Systems (BEMS) to promote energy-savings in small and medium-sized office buildings. In order to accelerate the installation of BEMS into these buildings, it is important to develop BEMS which meets the following two requirements;1) To achieve the system configuration through the ease of installation.2) To have functions of inducing energy-saving behaviors of people in the office.For the purpose of developing practical BEMS, it is essential to examine the above from a viewpoint of the human side. In this paper, a concept of the system developed by the authors is briefly introduced, and followed by the discussion on users' energy-saving behaviors induced by the information providing method. First, the outline and features of the system are introduced. Next, the research on the information providing method for inducing energy-saving behaviors is explained. Finally, based on these researches, we propose a design policy for the information providing method to induce energy-saving behaviors. It is to provide information that increases the motivation before actions are taken and to reduce the occurrences of dissatisfaction after taking such actions. Currently, the effects of the system are under validation regarding whether it maintains and induces energy-saving behaviors.

Atsushi Nishino, Masatomi Suzuki, Yume Inokuchi, Satoshi Hashimoto

Conference Proceedings

Discourse Analysis of Voice-Based Computer-Mediated Communication in Distributed Work

Computer-mediated remote voice communication among care providers is analyzed by a newly proposed discourse model. Nursing and care are central to healthcare services, and improvements in the quality and efficiency of healthcare processes are important issues. Effective communication support that does not interfere with normal operations is an urgent need. Here we examined a “smart voice tweet system” intended to overcome this problem by supporting collaboration across different sites. We field-tested this system at an elderly care facility in Japan for 5 days in 2013. We observed the activities of groups of care workers during residents’ lunch and dinner and collected data on use of the system. By discourse analysis based on the proposed model, we confirm the validity of the voice tweet system as a support for remote voice communication among staff collaborating to achieve tasks. The findings can be used to design rules for estimating the ongoing status of collaborations and classifying voice tweets by purpose to decide whether they should be sent or just recorded. This research is based on joint research conducted by the Toshiba Corporation, the Shimizu Corporation, and the Japan Institute of Science and Technology with support from the Japan Science and Technology Agency.

Tetsuro Chinoa, Kentaro Toriia, Naoshi Uchihirab, Kunihiko Hiraishib

Conference Proceedings

Re-thinking the concept of Ethics for Public Corporate Identity

In current debate a pertinent question pivots on how service systems can develop sensitivity to ethical values. In this perspective, we can assert that, sensitivity to ethical values is fundamental and corporate government (as observer) in designing service systems dynamics and addressing behaviors generally tends to transfer its own values, attitudes, beliefs and knowledge. As a result, observation requires contextualizing.Considering that the ethical issue is a subjective issue, it might be more appropriate to discuss observation in terms of ethical judgment. If we analyze a service system, its behavior and observer perceptions of its behavior, it emerges that ethical judgment depends on observer ethics with reference to observed behavior.The aim of this paper is to interpret subjective ethical behavior guided by the values individuals live by and share, in order to foster lasting and defendable corporate competitive advantage from a service system perspective. By confronting this issue, we believe that re-thinking the concept of ethics could contribute to the development of a “healthy culture” in Public companies which would lay the foundations for the shaping of a strong corporate identity.

Paolo Piciocchia, Clara Bassanob, Maureen Galvinc

Conference Proceedings

Towards the Inclusion of Executive Coaching Concerns for the Improvement of Training in Service Development Companies

Economic expansion and globalization have greatly increased the value associated to teamwork, thus promoting personal development and learning as distinguishing skills, especially in service development companies. This encourages workers to gain adaptability to changes due to a higher need of reaction capacity, particularly among supervisors and managers who demand more training according to their characteristics. In this regard, conducting in-company training is globally agreed as a possible solution. Such training activities are developed in a flexible way, varying both in the content and the level of the participants. Advanced training techniques such as mentoring or coaching (or its professional counterpart: executive coaching) have permitted the application of practices and processes that boost learning, improving the performance of the training. Although coaching has an individual focus, it also enhances the development of interpersonal skills such as leadership, assertiveness or teamwork, among others. This paper presents a statistical analysis of the evaluations conducted on a total of eight groups incorporating an in-company training activity performed in 2011. The work has focused on comparing assessments of participants in training for a large multinational company working in the field of service development. The main goal of the technical training was the improvement of service-software development processes incorporated in the company throughout the completion of various activities. These training activities were based on the application of executive coaching techniques so as to progressively improve the fulfilment of the expectations of the technical course. After the courses we analysed several evaluation questionnaires fulfilled by each of the participants in each group. The result of such analysis exposed a vast improvement in meeting the expectations of the training and even an overall improvement of the course.

Emanuel Irrazábal, Juan M. Vara, Javier Garzás, Esperanza Marcos, Marcos López-Sanz

Conference Proceedings

Co-creation of Values in Designing Service through a Custom of Meta-cognition

“Co-creation of values” is a new common notion of analyzing and producing services. The first objective of the present paper is to provide an underlying theory. Introducing what we call FNS diagram, we have theorized that both a service provider and customers, respectively, create their own values out of situated interactions between both. We argue that the notion of “service” is the whole process in which a provider and the customers create their own values out of communication with each other. This is a paradigm shift from the old “provide and consume” model to “communicate and co-creation”.What cognition is needed, then, in order for “communication and co-creation” to work? We argue that sharing meta-cognition between a provider and customers is a driving force for promotion of communication and co-creation. Meta-cognitive verbalization makes one’s problem-finding attitude active, and thus encourages eagerness to communicate and find something significant in others’ meta-cognition.

Masaki Suwaa, Hideyuki Nakashimab, Haruyuki Fujiic

Conference Proceedings

Designing Service System Prototype Workshops

The design focus is shifting from industrial projects to service systems due to the service economy. The research on designing a service system becomes more important. The difficulty of designing a new service system is how to share values among many stakeholders involved. The scope of design becomes wider, more complex and including more interactions among various stakeholders. Because of these shifts, the new research on service system design is emerging. In this paper, a service system design framework is proposed, which is based on two viewpoints, such as systems with value sharing condition and scopes of system layers. Using the framework, a service system prototype workshop is designed and executed. The paper shares the evaluation result and findings.

Yuriko Sawatani

Conference Proceedings

A Dynamic Model based on Customer Learning Speed

The heterogeneity of customers is dependent not only variety of customers but also the time change. How do we treat the variety of customers based on time is issue for the service research. We construct a model for representing the customer learning speed interpreted by customer expectation based on novelty. The results are to show the customer learning rate in relation to the novelty of each service sector (Restaurant, Hotel and Mobile-phone users), and effects of the customer learning assistant promotion by numerical simulation. We can manage the dynamic aspects of customers' variety adding the static aspects of them.

Hisashi Masuda a, Yoshinori Hara b

Conference Proceedings

Cooperative Body-Worn Sensor Network for Efficient Healthcare and Activity Monitoring Applications

Body Sensor Networks are an interesting emerging application to improve healthcare and the quality of life monitoring. In this work, we compare the performances of multi-hop cooperative and single-hop networks with real-world sensor networks based on Zigbee technology. The network reliability, the data flow rate, the packet delivery ratio and the energy consumption are included as performances criteria. It is shown experimentally that the cooperative approach can provide a network more robust to link losses at the expenses of a lower bit rate and higher energy consumption. Specifically, for a packet delivery ratio >0.9, the cooperative scheme can provide the network with a link gain up to 14 dB traded off with an energy demand up to 30.7% higher and a data flow rate about 20% lower than a single-hop system. This work is a first exercise step in assessing reliability and life time trade-off with real-world platforms for body area sensor networks.

Raffaele Di Bari a, Qammer H. Abbais band Akram Alomainya

Conference Proceedings

Detection of Satisfaction for the Services by Body Motion Wave Revealing Unconscious Responses Reflecting Activities of Autonomic Nervous System

For suppliers it is significant theme to know how much their service satisfied customers. Questionnaire survey, for example, is often adopted, however, the reply from customers obtained by such a way is not always accurate to express honest mental activity. This paper describes a detecting method of a more accurate reply by entrusting mental and physical activities for the services to unconscious responses reflecting activities of autonomic nervous system during sleep. This was performed on the idea that there is some relationship between satisfaction and conditions of both mental and physical activities. As a result of some experiments using services for healing, the unconscious responses reflecting the above nervous system such as respiration and pulse rate shifts beyond several hours at night showed satisfaction instead of conscious responses reflecting mental activities.

Hiroaki Okawaia, Tadashi Yajima a, Jun’ya.Wada a, Mitsuru Takashima b

Conference Proceedings

Estimating Skills of Waiting Staff of a Restaurant based on Behavior Sensing and POS Data Analysis: A Case Study in a Japanese Cuisine Restaurant

An approach to estimate skills of waiting staff of a restaurant by using the human-behavior sensing and POS (point-of-sales) data is proposed. Understanding skills of employees is important in every industry but it is difficult because there are no standard to evaluate their skills. In this paper, we describe experiment results of the support of a QC (quality control) circle of a restaurant. We observed behavior of waiting staff and visualized them to members of the QC circle. Members found that there was a difference on their workload by watching trajectories of waiting staff. For improving their process, they decided the main theme of the QC as “keep positions”. They decided actions to achieve the theme that consist of following: (1) stay longer in the dining area, (2) reduce the movement, and (3) keep their positions. We evaluated these actions using several metrics based on the behavior-sensing and POS data analysis and confirmed that actions (2) and (3) were achieved. Based on these results, we argue skills of waiting staff.

Tomohiro Fukuhara a, Ryohei Tenmoku a, Ryoko Ueoka b, Takashi Okuma a, Takeshi Kurata a

Conference Proceedings

Proposal of Quality Studyfor Nursing-Care Service

Quantitative measurement of service process and service quality are necessary to evaluate the service productivity. We have measured employee behaviors at nursing-care facilities using the time and motion study, and visualized their nursing-care service processes. However, we have not assessed the service quality. Therefore, this paper describes development of a service quality model and a measurement system for it in nursing-care services. We examined a nursing-care facility and assessed employee consciousness related to service quality using interviews and questionnaire surveys to develop service quality model. We then proposed a quality study for methods of measuring service quality, along with prototype software developed for the quality study.

Hiroyasu Miwa, Kentaro Watanabe, Tomohiro Fukuhara

Conference Proceedings

Big Data, Analytics, and the Human in the Middle

Big data and the analysis of that data is being marketed as the next big opportunity for “innovation, competition, and productivity” according to McKinsey and Company. The primary focus of the Big Data opportunity has been on the value of Big Data to businesses that can is achieved through augmenting businesses and government’s ability to better understand their customers and the product and services “needs” of those customers. This understanding provides the opportunity to springboard the development of new products and to deliver focused advertising to specific groups of consumers and businesses. The analysis of Big Data is seen as the mechanism that is the catalyst in the development of new, robust customer behavioral models and the discovery of as yet hidden behavioral trends. This paper, however, will focus on the issues related to the human factor in this new data frontier specifically providing a review of the psychological and legal challenges created as a function of the consolidation and analysis of what have historically been disparate data sets. Data storage, data processing, data security, and privacy will be discussed in the context of their impact on corporate and government policy making and the present and future impacts on the human who is both the marketing focus and owner and creator of the resources vital to Big Data. Finally the role that service science can play in shaping the services that are and will be created by Big Data.

Donald M. Allen

Conference Proceedings

A Case Study: Designing the Service Experience for Big Data Discovery

The purpose of this paper is to present early-stage results from three investigations we have undertaken to support the goal of collaborative innovation to scale discovery. This work is being conducted at IBM Research - Almaden in the recently announced Accelerated Discovery Laboratory. The motivation for this work was the need to experiment and investigate ideas of how to accelerate discovery in a real-world setting (at the very same time that we were learning what it means to “discover”). The underlying tenets borrow ideas from Service Science to build a framework for discovery in which the Participant’s service experience takes place across and within technical, social, and spatial systems. In the big picture view, our goal is to be able to capture project teams’ journeys through this framework and provide navigational assistance. We present results of the investigations to start identifying the resource and co-creative patterns of Participants – examining what it means to “discover” and perform work in a living lab, factors that impact information sharing by heterogeneous teams, and mapping of the service experience to establish a shared mental model.

Cheryl A. Kieliszewski, Laura Challman Anderson, Susan U. Stucky

Conference Proceedings

Reframing Innovation: Service Science & Governance

If we believe in innovation, change that improves quality of life, and we believe that service innovation can accelerate these positive changes in business (for customers) and society (for citizens), then we need to ask what rules of the game help maximize service innovation? Our paper aims to reframe the Rules of Innovation from a Service Science perspective as the study of different, interconnected, complex “human-centered value co-creation systems” in business and society. As an emerging trans-discipline, Service Science draws on many existing academic disciplines, creating a new whole, while enhancing the parts without replacing them. This requires a change in perspective focusing on the fact that Service Innovation opportunities (in education, research, practice and policy) depend on the improving interactions with other service systems strictly connected to the capability to perceive the service context. Consequently, we believe that new governance mechanisms might support policy makers at any decisional level (regional, local, national) contributing the useful scaling of new service innovations in health, education, government, finance, hospitality, retail, communications, transportation, energy, utilities.

Jim Spohrera, Alfonso Sianob, Paolo Piciocchib, Clara Bassanoc

Conference Proceedings

The Use of Electronic Banking Services in Italy: the Case of Credit Cards

Among the electronic banking services, that of credit cards can be considered as an index of standard of living. Although Italy is one of the leading developed countries, the use of credit cards, and more generally of electronic payment instruments, is not widespread compared to other western countries. Our aim is to investigate such differences highlighting their socio-economic implications, for example in terms of competition in the credit card markets. Using the most recent Bank of Italy Survey on Household Income and Wealth as data source, we employ count data models in order to identify the socio-economic, demographic and geographic variables affecting the number of credit cards held by Italian households. Results show that the considered variables are statistically significant in explaining the process. Particularly, we find that the geographic location is an important determinant of families’ behavior. This result is consistent with the socio-economic gap between the North and the South of Italy. Other relevant predictors are the level of education, the gender and the marital status.

Alessandra Amendolaa, Alfonso Pellecchiaa, Luca Sensinib

Conference Proceedings

Latent Theoretical Constructs of Service Dominant Logic

Purpose. The paper explores latent theoretical constructs of Service Dominant Logic (SDL). As pointed out by Leroy et al. (2013), there is a risk of premature black-boxization to consider closed the debate on SDL perspective (Vargo and Lusch, 2004; Vargo and Morgan, 2005, Vargo et al., 2006) in marketing and management theory. SDL is acquiring an iconic status thereby precluding any further controversy. This theoretical paper on the debate of SDL in management theory (Vargo and Lusch, 2011; Lusch and Vargo, 2011; Achrol and Kotler, 2006) aims to assess its distinctive contribution, also latent one, and eventual pitfalls. This assessment is carried out identifying, selecting and analyzing the main literature on the topic (conference papers, working papers and management reviews articles).Design/Approach/Methodology. The research design is innovative because it adopts a methodology of text mining on SDL literature base to zooming in its latent theoretical constructs, and authors’ speculative reflections, to zooming out for SDL theory advancement.The literature on SDL - 78 among papers, working papers and management reviews articles - has been examined through a text mining software in order to classify and analyze the literature corpus as unique text corpus by the means of k-means cluster analysis on a multidimensional scaling (MDS) chart.Findings/Originality. Originality is in the research design. Very few are the literature reviews based on statistical text mining techniques. The expected finding is to assess the real scientific contribution at the date of SDL, identifying its latent theoretical constructs.Research Limitations. The research has a descriptive and explorative nature. It hasn’t been explored, at this stage of research study, any empirical validation.Implications. To identify further literature research directions for SDL definitive consolidation. The paper is mainly a theoretical one. Managerial implications might be only incidental.

Luigi Cantone, Pierpaolo Testa

Conference Proceedings

Applying Ingredient Branding Strategy to Improve Competitiveness in Service Systems

Intangibility is one of the main characteristics of services that create difficulties for users in perceived expectations of service. This viewpoint paper aims to highlight the role played by Ingredient Branding (IB) a strategy implemented to make service more effective. Thus, the paper focuses on the role IB plays in shaping the strategic communications. Starting from a literature review on Service Dominant Logic, Service Science Management Engineering + Design, Strategic Communication and IB, the role of this activity is studied within the service systems context. Then, in order to reach the goal of the paper, secondary sources were exploited generating qualitative data: illustrative examples show the practical use of IB strategies in the service systems. The main implication of the paper lies on the analysis of the important strategic work implemented by the members of the dominant coalition. The paper identifies two different IB strategies: “necessary” and “optional”. It shows that there are links between service levels (expected-core service or extended-supplementary service) and IB strategies. By dealing with these links effectively, it appears that IB is a strengthening strategy that could offer distinct competitive advantage in service systems, promote the value proposition and encourage the value co-creation.

Alfonso Siano a, Maddalena Della Volpe b, Clara Bassano c, Maria Palazzo a, Gennaro Romano a

Conference Proceedings

The Access Rights to Communication Resources in the Smart Local Service System: First Insights

This paper aims at highlighting the relevant role of Service Science perspective in place governance. The study conceptualizes a new form of territorial “governmentality” capable of managing the access to place communication resources and activating decision-making collaborative logics with stakeholders. The methodology envisages the integrating of Service Science Management and Engineering+Design and Viable Systems Approach. Smart local governance has to enable a broader access to place communication resources, regulating the access rights. “Open Governance” mechanisms and access to shared place communication resources facilitate the value co-creation process with stakeholders. The conceptual paper presents the typical limitations of the deductive approach. The paper argues that stakeholders play a proactive role in the creation, innovation and utilization of place-specific communication resources through high degree of interaction, availability and accessibility to a growing body of information. The paper offers new insights on local governance issue, emphasizing the role of the governance in ensuring stakeholders’ access to communication resources. Developing improved methods to facilitate effective value co-creation process is valuable for a participatory and interactive approach in place communication management.

Gaetano Maria Golinellia, Alfonso Sianob, Paolo Piciocchi b, Agostino Vollero b, Francesca Conte b

Conference Proceedings

Success Factors and Approaches of Service Fascination – A Research Framework

To gain competitive advantage many retailers, especially the ones of the fast moving consumer goods industry, aim at providing their consumers with unforgettable experiences across various channels. A lot of research has been performed in order to identify appropriate experiential criteria for achieving the highest possible consumer satisfaction. Nevertheless, researchers still lack knowledge regarding the impact of the individual experiential dimensions, the influence of technology as well as possibilities to measure the effects of system design features on perceived consumer experiences. A generalized concept is presented which aims at applying research findings on consumer experience for the strategic development of exciting self-service systems. Supported by an experiential design survey, a service fascination research model is presented to assess strengths and weaknesses of concrete self-service technology artifacts and the dependencies between their utilitarian and hedonic aspects as well as the user’s technology readiness and trust. The approach and corresponding hypotheses are evaluated using the examples of an interactive fitting room as well as a social media mirror specifically designed to create positive emotions amongst young consumers.

Christian Zagel, Freimut Bodendorf

Conference Proceedings

The First Intelligent Store in Brazil

The First Intelligent Store in Brazil was developed since 1993 and since 2011, it was implemented at Billabong Store in Alphaville, São Paulo, Brazil as study case of a PhD. Inside the same space, it was implemented 15 applications that uses RFID, NUI, Mobility, Interactivity, all connected with an ERP that is integrated with Smart Self Checkout, Smart Loss Prevention, Smart Dressing Room, Smart Exhibitor, Smart Inventory, Smart Replenishment, Smart POS, Smart Shelf and other features that allows the store improve the manager and the customer experience. As a result, the store counts with the boost to the store´s traffic, fueled by curiosity about the new solutions that also led to higher sales. For the customers it was very important because the technology helped to reduce queues and improve the shopping experience. For the business it was wonderful because they could improve the receipt, inventory, loss preventions, products locations. The customers can play inside the smart dressing room that recognize the products and suggest others that coordenates with that one that customer bring inside the smart dressing room. It helps to know the habits of consumers and their expectations and it helps to increases the sale of products on impulse. The store is a big success in Brazil, because it was the first one that put everything together at the same place: RFID, NUI, ERP, Mobility, and we could prove the ROI with the technologies working together.

Albertin, Alberto Luiz a, Romano, Regiane Relva b

Conference Proceedings

Natural Human Interaction - The Future of Social Media

In the future, major social networks will become personal “Social Dashboards”, being at the core of people’s lives in the global village. Human Relationships will no longer be as physically dependent and we will befriend and hang out with people from all over the world and all walks of life, all ethnicities and all beliefs, creating a worldwide melting pot. All the same, the future is anything but information overload. The future is information customization. There will be no need to search for information. The information will find us. It will be specially tailored to individual interests and needs, saving all a lot of time, effort and energy. There will be no difference between a physical and a digital world. There will be no division between user experience and consumer experience. There will be a human experience. The future of social media is natural human interaction, pure and simple.

Leonhard Rainer Glomann

Conference Proceedings

Me, Myself & Data - Principles for the Design of Self-Tracking Services

In this paper, we will explore how applying principles of design research to the design of self-tracking services can lead to a more human and delightful user experience, and thus more desirable services. Design research has always aimed at helping design human-centered products and services. To do so, researchers follow various guidelines to ensure that the conducted research is relevant, ethical and inspiring. The rise of new technologies for the self-tracking of personal data has blurred the distinction between users and researchers as devices for self-tracking have become more mobile, wearable, and affordable for the mainstream, allowing users to become researchers of their own lives. Yet, having access to more data does not automatically mean people will understand this information, or know how to apply it. The main challenge, therefore, lies in interpreting the data and acting upon the information gained. We have conducted a series of interviews and analyzed concrete examples of self-tracking services, and based on our observations have defined five principles of design research. We believe that when applied to the design process, these principles will ultimately result in self-tracking data that brings more value to users.

Vanessa Monogioudis, Hannah Peres

Conference Proceedings

Risk Prediction Methods Based on Electronic Medical Records and Social Surveys for Improving Patient Outcomes and Enabling Targeted Care Services

This paper focuses on effectiveness of methods for improving patient quality (e.g. improving treatment adherence, reducing adverse events) outcomes and targeted interventions based on psychosocial and clinical risk factors embedded structured and unstructured elements in medical records. Current methods on outcomes analysis such as adherence to treatment regimen largely rely on survey instruments, and provide lagging indicators that inhibits timely intervention and care services. In this paper we present a novel early-warning method that can predict patients at risk of non-adherence based on clinical rules, natural language processing techniques and predictive algorithms applied to risk factor information embedded in electronic medical records. We conducted studies on the effectiveness of our risk estimation methods across 2.5 million patient-visit records from a community cancer clinic that spans a 14 year time-horizon. We identified 2 distinct patient groups, between 26 and 38 (mean risk score, r=0.77, s=0.22), and 75 and 90 (r=0.81, s=0.19) years of age respectively, who exhibited a strong likelihood of non-adherence to treatment regimen. We obtained a reasonably high C-statistic (> 0.77) on predicting outcomes based on the risk factors. The dominant risk-factors, not surprisingly, included psychosocial (e.g. depression and lack of support), medical (e.g. side-effects) and financial (e.g. co-pay). We finally discuss the effectiveness of the methods for targeted and improved health care services.

Charis Kaskiris a, Jakka Sairamesh a, Ram Rajagopal b

Conference Proceedings

A Game Theoretic Approach for Managing Multi-Modal Urban Mobility Systems

Collective adaptive systems provide secure and robust collaboration between heterogeneous entities such as humans and computer systems. Such entities have potentially conflicting goals that attempt to satisfy by interacting with each other. Understanding and analyzing their behavior and evolution requires technical, social and economic aspects of modeling. In this paper, we develop a new design principle to describe an integrated and multimodal urban mobility system and model the interactions of various entities by means of game theoretic techniques.

Vasilios Andrikopoulos, Marina Bitsaki, Antonio Bucchiarone, Santiago Gómez Sáez, Dimka Karastoyanova, Frank Leymann, Christos Nikolaou, Marco Pistore

Conference Proceedings

A Multi-Criteria and Multi-Actor Perspective for the Evaluation of Sustainability Services

The purpose of this paper is to study the challenge of the evaluation in the context of the services. Because of their specific nature the traditional evaluation methods and measures are not able to capture neither the diversity of the innovations nor the multifaceted dimensions of performance. This paper aims to contribute to the need for a more diverse evaluation approach. We focus on the context of service innovation in the environmental sector, in which we develop further multi-criteria and multi-actor perspectives. The multi-criteria framework describes the impacts of sustainability services and the multi-actor framework aims at analyzing the impacts from the perspective of various actors involved. Thus, our study provides a two dimensional approach to assess the impacts of services. The focus is on understanding the dynamics of service creation in the environmental sector, and on using new evaluation methods and indicators in that sector.

Kirsi Hyytinen, Faïz Gallouj, Marja Toivonen

Conference Proceedings

Revealing the Complexities of Health Care Renewal: a System Dynamics Approach

Health care systems are under significant development pressure due to the ageing of population and the problems of public financing. As an answer, a new model of chronic care, and integrated care programs based on it, has been applied in several countries. These renewals have a systemic focus: they aim at simultaneously developing organizations, technologies, services, and partner relationships. Empowerment of citizens and multidisciplinary collaboration among professionals play central roles in them. This paper examines the challenge of combining the system view with the multiple operational improvements that are needed at the practical level when the chronic care model is implemented. Using an empirical case from Finland and the method of system dynamics modeling, we show that established routines are not easy to break down even though the organization is committed to change, set clear goals and concretized their content. Paying attention to the complex causal relations and feedback s typical of human systems is necessary in order to make the multiple changes to strengthen each other. Recognizing the most crucial points that foster either “a vicious or a virtuous circle” in care processes, and analyzing them in terms of influential factors, supports the raising of awareness and facilitates changes.

Hannamaija Määttä, Sampsa Ruutu, Marja Toivonen

Conference Proceedings

Service Innovation and Social Innovation: an Analytical Framework and its Application to Health Services

The research fields of service innovation and social innovation have been largely disconnected. Even though they deal with somewhat similar socioeconomic issues and both are studied in a multidisciplinary way, the research trajectories have been rarely crossed. This paper proposes a comprehensive framework to set up a bridge between the two research fields. The paper defines the concept of social innovation and approaches it from a service innovation perspective. Inter-linkages between service and social innovation are shown by identifying research areas in which both find a joint heuristic field. Finding these kinds of fields is particularly possible when services in multi-agent frameworks are revisited from a social innovation perspective, leading to place citizens and organizations and/or the third sector in a prominent position in the innovation process. This approach has been illustrated in a set of case studies in the health sector in Europe. Finally, the paper aims to identify the value added that social innovation can bring to service innovation research and vice-versa.

Luis Rubalcaba a, Faiz Gallouj b, Paul Windrum c, Marja Toivonend

Conference Proceedings

Are the Social Layers of Ecosystem Services Understandable Through Service Dominant Logic: The Business Potential of Forest as an Experience

In the state-of-the-art Service Dominant Logic debate (e.g. Vargo & Lusch 2004, 2008, 2011), the user, customer or utilizer defines the value of an offering. This paper reports the preliminary results of an inquiry into the ecosystem services and the value they deliver for forest owners (e.g. Millenium ecosystem assessment. 2005). We used Finnish non-industrial forest owners as a proxy for a high-involvement group of ecosystem service utilizers. Within this group we tried to identify new spearhead groups in order to try to understand the future of forest resource utilization. This paper reports survey findings of 302 personal (phone) interviews with Finnish forest owners. An 18-point scale was adopted in measuring respondents’ personal views on forests they own, in particular, seeking to find out what forests mean for them. These questions were contrasted with questions measuring forest owners’ multi-use views of our natural surroundings. We found a clear five dimensional valuation structure in a principal axis factoring analysis and we were able to identify a group of highly multi-use orientated forest owners from the sample. The factor structure explained almost 60% of the variance existing. The multi-use owners had differed views in all five dimensions of forest meaning (economic income from the forest, hedonistic value of forest, self-efficacy related to forests, perceived health effects of natural forests and nature protection locally & globally. Thus, the results portray new types of nature based and nature originating value creation, and thus, highlight the business potential of new types of services catering this group.

Sami Berghälaa, Osmo Mattilaa, Jari Kuusistob, Liina Häyrinena, Anne Toppinena

Conference Proceedings