2nd Conference on The Human Side of Service Engineering (HSSE 2014)

Jagiellonian University in Krakow, Poland

Plenary Session
Co-Chairs: L. Freund, USA, W. Cellary, Poland
The Human Side of Service Engineering: Insights from Service-Dominant Logic
>> R. Lusch, USA, and B. Edvardsson, Sweden

ICT-Human Condition-Educational Services – Integrating Human and Artificial Services
Co-Chairs: S. Dylak, Poland, and P. Rudzajs, Latvia
Attitudes and use of mobile phones in tweens
>> J. Fowler and J. Noyes, UK
Students in the evolving educational environment
>> C. Dziuban and E. Dziuban, USA
Learning off-line in online instruction
L. Cifuentes, USA
ICT skills in the structure of the standards of professional competencies
>>S. Kwiatkowski, Poland
Variability handling in multi-mode service composition
>>P. Rudzajs and M. Kirikova, Latvia
A semi-automatic approach for the integration of structural Karlstad Enterprise modeling schemata
>>P. Bellström, Sweden
Model synchronization in socio technical service systems
>>M. Thieme, L.-P. Meyer, K. Meyer and C. Zinke, Germany

Innovative Services Based on Open and Big Data
Co-Chairs: A. Wróblewska, Poland, and A. Amer, USA
ICT services for open and citizen science
>>M. Morzy, Poland
Data analysis on large volume medical records
>>P. Wróblewski, Poland
Dynamic marketplace in e-commerce
>>B. Twardowski, Poland
Know and why
>>D. Pease, USA
How to leverage our combined wealth of genomic big data and apply it to clinical treatment of cancer
>>A. Hospodor, USA

UX as a Service (UXaaS)
Co-Chairs: R. Lin and T. -L. Chin, Taiwan
User experience as service at social networking
>>H. -G. Chen and Y. -Q. Zhu, Taiwan
UX as a Service
>>R. Lin, T.-L. Chen, H.-G. Chen and S. -C. Chou, Taiwan
Social influence tagging as a service for brand marketing
>>J. -G. Pan and W. -T. Hsieh, Taiwan
Exploring the servicelization of mobile user interface evaluation
>>S. -C. Chou, T.-M. Tsai and Y. Lin, Taiwan
Shopping experience as a service for on-line group purchasing
>>T. -L. Chin, Y.-S. Tsai and R. Lin, Taiwan
A journey recommender system using crowd attention monitoring for facilitating a collaborative visiting experience
>>R. Chen, T. Ho and R. Lin, USA

Service Systems Science – Methodology and Practice
Co-Chairs: H. Deguchi and K. Kijima, Japan
Public-private innovation networks in sustainable services – A systemic approach to social innovation
>>S. Ruutu, F. Gallouj, K. Hyytinen and M. Toivonen, Finland
Incubating service systems thinking: New frames for collaborating on a pattern language for service systems
>>D. Ing, Canada
Value propositions in service platforms
>>T. Rintamaki, L. Mitronen and K. Kijima, Finland/Japan
Evaluating socio-economic impacts of traumatic brain injury treatment policies by dynamic simulation
>>T. Jokinen, Finland
A participatory simulation framework for social service design
>>T. Terano, Japan
Service chain and POE data management
>>H. Deguchi, Japan

New Directions in Teaching and Learning Services
Chair: D. Nielsen, England
Group work: does it work?
>>G. Stock, UK
Meeting service needs of the changing profile of student customers
>>D. Nielsen, Y. Lin and A. White, UK
Disrupting the discourse – The challenge of digital pedagogy in HE
>>P. Booth, UK
Students’ adoption of mobile technology
>>D. Nielsen, Y. Lin and A. White, UK
Evaluating digital library’s service concept and pre-launch implementation
>>H. Kautonen, Finland
Effect of social promotion for customer choice in the high mobility of mobile phone market
>>J. Ahson and H. Masuda, Japan
Exploring students’ experiences of service learning and work integrated learning in the absence of university-industry collaborative partnership
>>S. Seyama, South Africa

Human Centred Design for Services
Co-Chairs: S. Holmlid, Sweden, T. Mattelmaki, Finland, and D. Sangiorgi, England
Bringing empathy in a service network
>>J. -J. Lee, T. Mattelmäki and J. Hyvärinen, Finland
Human-centered design: Integrating systems & services around people by providing a common ground for action
>>S. Junginger, Denmark
Gaining contextual knowledge about user experience by using participants as researchers
>>F. Sleeswijk-Visser and F. Van Doorn, Netherlands
Service design and value-in-use
>>S. Holmlid, Sweden
Human centred design approach for services: A reflection on origins and motivations
>>D. Sangiorgi, England

Software as a Service: Achieving Security via Usability, Trust, and Privacy for the Internet of Services
Chair: A. Seffah, France/Canada
Application security – A framework for integrating security into the application life cycle
>>L. Poulin, A. Alain and A. April, Canada
Designing usable, yet secure user authentication services: A user authentication protocol
>>C. Braz, USA, A. Seffah, France, and P. Poirier, Canada
A snap-shot of user support services in Earth System Grid Federation (ESGF): A use case of climate cyber infrastructure
>>H. Chunpir, Germany, T. Ludwig, Germany, and A. Badewi, UK
An insight survey of innovation laboratories worldwide
>>A. Bano Memon, L.-P. Meyer, K. Meyer and K. -P. Fähnrich, Germany

Service Innovation in Business Networks
Co-Chairs: N. Feldmann and M. Kohler, Germany
Designing appreciation in services
>>W. Ganz, Germany
Bridging the chasm: towards a unified perspective of service, product, and platform innovation
>>D. Meersman, Belgium
Service networks in the area of E-mobility
>>C. Stryja, P. Hottum and H. Fromm, Germany
Deutsche Telekom’s Developer Garden – An incumbent’s response to the challenges of innovating in a complex and rapidly changing world
>>P. Bruhn, Germany
The BMW Group as the leading provider of premium mobility services – Challenges of a transformation
>>M. Keil and M. Hauschild, Germany

Managing the Complexity in Transformative Service Design
Chair: S.-T. Yuan, Taiwan
Prejudice and Innovation: A critical relation for designing potentially innovative solutions
>>M. Manhaes, Brazil, B. Mager, Germany, and G. Varvakis, Brazil
Problematising change in transformative service design
>>D. Sangiorgi, UK
Transformative service design: From technology to dechnology
>>C. -F. Yang, C.-S. Wu, Y. Gong and T. -J. Sung, Taiwan
When transformative service design meets behavioral economics: Staged mass behavior change
>>S. -T. Yuan, Taiwan
Panel Discussion: Future transformative service innovations: Making the industrial or societal changes
>>B. Mager, Germany, D. Sangiorgi, UK, M. Barrett, UK, C.-F. Yang, Taiwan, and S. -T. Yuan, Taiwan

Cross-Cultural Decision Making in the EU
Chair: C. Leitner, Austria
Supporting decision making and policy through large scale pilots
>>H. Leithold, Austria
Innovative ICT solutions in policy modeling – The Centralab approach
>>A. Kö, Hungary
Using social media to develop an open government culture in the European Union
>>I. Criado, Spain
Cultural issues in linking data across regions – The case of linked spatial data infrastructures
>>A. Ojo, S. Abbas and L. Porwol, Ireland
The case of people’s assembly in Estonia: A systemic approach to deliberative and crowdsourcing initiatives – A model for Europe?
>>N. Leosk, Italy
Best products for the fast followers
>>M. Vermeulen, The Netherlands
Challenges for cross-cultural decision making and cross border collaboration in the EU
>>C. Leitner, Austria

Practice Based Innovation: Collaborate and Learn in Innovating
Co-Chairs: C. Mele and T. Russo-Spena, Italy
Learning about service-orientation in KIBS: Understanding the customer as an active actor
>>K. Kallio, Italy, and I. Lappalainen, Finland
Interactive technologies to enhance collaborative practice for innocation
>>A. Caridà, M. Melia and M. Colurcio, Italy
Resource integration in innovation processes: A literature review
>>M. Colurcio, B. Edvardsson and A. Caridà, Italy/Sweden
Collaborative practices in innovation ecosystem
>>T. Russo-Spena, M. Tregua and F. Bifulco, Italy
Knowledge and learning in practice-based studies: An integrated perspective to understand innovation
>>T. Russo-Spena, K. Kallio, I. Lappalainen and C. Mele, Italy/Finland
Living labs for smart innovation: A user-centric approach
>>F. Bifulco, M. Tregua and C. Amitrano, Italy

Quality Management in Service Engineering
Chair: E. Cudney, USA
Applying the House of Quality to the new-building construction commissioning process
>>W. Gillis and E. Cudney, USA
Employee and customer cynicism: Strategic engineering of service encounters for effectiveness in environments of high cynicism
>>J. Bailey, USA
Using Bill of Services (BOS) to achieve effective service delivery
>>G. Vitner, Israel
Leading change in hospital lean implementation: Top management perceptions and reflection
>>J. McCreery and L. Mazur, USA
Defining a serviceability architecture framework
>>D. Allen and B. Parkhurst, USA

Research on Human Behavior and Decision Making in Smarter Service Systems
Co-Chairs: K.-S. Hidaka, Japan, and S. Parikh, India
Consumer behavior in complex service system
>>K. Hidaka, F. Shimizu and S. Nishikori, Japan
A Study on BEMS based on behavioral economics for small and medium-sized buildings
>>A. Nishino, M. Suzuki, Y. Inokuchi and S. Hashimoto, Japan
Discourse analysis of voice-based computer-mediated communication in distributed work
>>T. Chino, K. Torii, N. Uchihira, K. Hiraishi, Y. Hirabayashi and T. Sugihara, Japan
An operational, ethics centric model of a service organization
>>S. Parikh, India
Re-thinking the concept of ethics for public corporate identity
>>P. Piciocchi, C. Bassano and M. Galvin, Italy
Shaping integrity ambassadors
>>J. McCormack, USA
Towards the inclusion of executive coaching concerns for the improvement of training in service development companies
>>E. Irrazabal, J. Vara, J. Garzás, E. Marcos and M. López-Sanz, Spain

The Education of Service Innovators: Bridging the Gaps Between Business and Academia
Co-Chairs: J. Spohrer, USA, and Y. Sawatani, Japan
Co-creation of values in designing services through a custom of meta-cognition
>>M. Suwa, H. Nakashima and H. Fujii, Japan
Designing service system prototype workshops
>>Y. Sawatani, Japan
Developing a value co-creation measurement on financial industry
>>K. Toya and H. Kitanaka, Japan
A dynamic model based on customer learning speed
>>H. Masuda and Y. Hara, Japan
Educating service innovators
>>J. Spohrer, USA
Integration of research, education and practice
>>Y. Sawatani, Japan
Service science education in management of technology
>>K. Hidaka, Japan

Context-Related Service: Lessons in Humanisms
Co-Chairs: F. Davoli and F. Lavagetto, Italy and U. Narain, India
Cooperative body-worn sensor network for efficient healthcare and activity monitoring applications
>>R. Di Bari, Q. Abbasi and A. Alomainy, UK/Qatar
Detection of satisfaction for the services by body motion wave revealing unconscious responses reflecting activities of autonomic nervous system
>>H. Okawai, T. Yajima, J. Wada and M. Takashima, Japan
Estimating skills of waiting staff of a restaurant based on behavior sensing and POS data analysis: A case study in a Japanese cuisine restaurant
>>T. Fukuhara, R. Tenmoku, R. Ueoka, T. Okuma and T. Kurata, Japan
Proposal of quality study for nursing-care service
>>H. Miwa, K. Watanabe, T. Fukuhara, T. Nagao and T. Nishimura, Japan
Big data, analytics, and the human in the middle
>>D. Allen, USA
Case study: Designing the service experience for big data discovery
>>C. Kieliszewski, L. Anderson and S. Stucky, USA
The not so small price of big data
>>S. Commuri and U. Narain, India

Service Innovation and Governance: Reframing the Concept of Service Innovation
Co-Chairs: J. Spohrer, USA, P. Piciocchi and C. Bassano, Italy
Reframing innovation: Service science & governance
>>J. Spohrer, USA, A. Siano, P. Piciocchi and C. Bassano, Italy
The use of electronic banking services in Italy: The case of credit cards
>>A. Amendola, A. Pellecchia and L Sensini, Italy
T-Shape professionals for sustainability growth in complex scenarios: An integrated SSME+D&VSA approach
>>G. Golinelli, A. Siano, P. Piciocchi and C. Bassano, Italy
Latent theoretical constructs of service dominant logic
>>L. Cantone and P. Testa, Italy
Applying ingredient branding strategy to improve competitiveness in service systems
>>A. Siano, M. Della Volpe, C. Bassano, M. Palazzo and G. Romano, Italy
The access rights to communication resources in the smart local service system: First insights
>>G. Golinelli, A. Siano, P. Piciocchi, A. Vollero and F. Conte, Italy

Service Fascination
Co-Chairs: F. Bodendorf and C. Zagel, Germany
Success factors and approaches of service fascination – A research framework
>>C. Zagel and F. Bodendorf, Germany
The first intelligent store in Brazil
>>A. Albertine and R. Romano, Brazil
Interactive user interface design for collaborative case management
>>S. Huber, C. Zagel and F. Bodendorf, Germany
Natural human interaction – The future of social media
>>L. Glomann, Germany
Me, myself and data – Principles for the design of self-tracking services
>>V. Monogioudis and H. Peres, Germany

Innovation in Healthcare Intelligence and Smart Communities
Chair J. Sairamesh, USA
Early warning methods to reduce 30-day readmissions rates and target the right healthcare interventions at the right time
>>J. Sairamesh and C. Kaskins, USA
Risk prediction methods based on electronic medical records and social surveys for improving patient outcomes and enabling targeted care services
>>C. Kaskins, J. Sairamesh, R. Rajagopal, R. Nemana, K. Argenbright and P. Anderson, USA
A game theoretic approach for managing multi-modal urban mobility systems
>>V. Andrikopoulos, M. Bitsaki, A. Bucchiarone, S. Saez, D. Karastoyanova, F. Leymann, C. Nikolaou and M. Pistore, Germany/Greece/Italy

System innovations: A New Perspective in Servitization
Co-Chairs: M. Toivonen and K. -S. Paloheimo, Finland
A multi-criteria and multi-actor perspective for the evaluation of sustainability services
>>K. Hyytinen, F. Gallouj and M. Toivonen, Finland/France
Revealing the complexities of health care renewal: A system dynamics approach
>>H. Määta, S. Ruutu and M. Toivonen, Finland
Boundary objects and boundary spanning activities in industrial services
>>J. Ylitalo, Finland
Service innovation and social innovation: An analysica framework and its application to health services
>>L. Rubalcaba, Spain, F. Gallouj, France, P. Windrum, UK, and M. Toivonen, Finland
Are the social layers of ecosystem services understandable through the service-dominant logic: The business potential of forest as an experience
>>S. Berghäll, O. Mattila, J. Kuusisto, I. Hayrinen and A. Toppinen, Finland
Context-dependent model of value co-creation innovation ecosystem
>>K. Kijima, T. Rintamaki and L. Mitronen, Japan/Finland

Developing Talent (Adaptive Innovators) for the Service Science Enterprise
Co-Chairs: P. Gardner and J. Spohrer, USA
Service economy, knowledge, and the need for T-shaped innovators
>>S. Barile, M. Saviano and C. Simone, Italy
Measuring young T-shaped professionals: A case study
>>P. Gardner, USA
A model For developing the design of mobile web services based on Payne’s model: MARDI’s case study
>>Y. Yahya, D. Endam and M. Mukthar, Malaysia
The T-shape summit: Cultivating T’s in undergraduate education
>>J. Spohrer and P. Gardner, USA
Measuring T-shapes for ISSIP professional development
>>J. Spohrer and L. Freund, USA
Making the elephant dance: The drive for innovation in large-scale software-intensive systems
>>A. Brown, UK
Service Innovator: Is that a hipster geek in a suit?
>>S. Kwan, USA