3rd Conference on The Human Side of Service Engineering (HSSE 2015)

Caesars Palace Hotel, Las Vegas, NV, USA


Tuesday, July 28th, 2015

SESSION 8:00 – 10:00

2 PLENARY: Human Side of Service Engineering

Co-Chairs: L. Freund and W. Cellary, USA/Poland

Plenary Title: Human-centered service systems: Contrasting healthcare delivery and urban resilience

Speaker: W. B. Rouse, USA


SESSION 10:30 – 12:30

29 Cross-Cultural Collaboration in Public Services

Chair: C. Leitner, UK

Cross-cultural collaboration in public services: A European perspective

    >>Leitner and D. Fenner, UK

University as “convergence space for sustainable governance” in smart local service systems

    >> Piciocchi, A. Tommasetti, J. Spohrer, F. Calza, V. M. Fiorino and C. Bassano, Italy/USA/Colombia

Human-centered design curriculum for multidisciplinary application at design faculties

    >> Glomann, Germany

Beyond digital crowdsourcing: How the Estonian people’s assembly solved a crisis of democracy

    >> Leosk, Estonia

EU citizens’ participation and challenges for cross cultural decision making in the EU

    >> Grossschaedl and C. Leitner, Austria/UK


SESSION 13:30-15:30

30 Healthcare Systems Engineering: Reducing Risk and Improving Safety

Chair: E. Cudney, USA

“Rooming the patient” vs “moving the patient”

    >> Murray and E. Cudney, USA

Engaging healthcare users through gamification to in knowledge sharing of continuous improvement in healthcare

    >> Cudney and S. Murray, USA

The effect of one word label to show sender’s tacit intention in a handing-over in nursing care facilities-Development of communication means for improving service quality

    >> Nakajima, T. Fukuhara, T. Nishimura and M. Akamatsu, Japan

An analysis of hand-over note support system for care-workers in real operation

    >> Fukuda, T. Nishimura, K. Watanabe, T. Fukuhara and M. Nakajima, Japan

Early detection methods based on unstructured medical records for improving patient adherence, care services and reducing unplanned acute care costs

    >> Sairamesh, C. Kaskiris and M. Li, USA


SESSION 16:00 – 18:00

48 Models and Knowledge-Based Solutions for Governance in Smart Service Systems

Co-Chairs: C. Bassano, Italy, and J. Spohrer, USA

Models and knowledge-based solutions for governance in smart service systems

    >> Bassano, Italy, J. Spohrer, USA, and P. Piciocchi, Italy

An intentional approach to the engineering of knowledge-intensive service systems

    >> Lessard, Canada

Fuzzy consensus model for governance in smart service systems

    >> Calza, M. Gaeta, V. Loia, F. Orciuoli, P. Piciocchi, L. Rarit., J. Spohrer and A. Tommasetti, Italy/USA

Analysis of open innovation intermediaries platforms by considering the smart service system perspective

    >> Perano, T. Abbate, A. Gaeta, S. Miranda and M. Lepore, Italy

Developing a framework for measuring effectiveness of sustainability communications through corporate websites

    >> Siano, P. Piciocchi, F. Conte, A. Vollero, M. Palazzo, M. Siglioccolo, D. De Luca and S. Amabile, Italy

City of things: A smart city living lab for domain-driven service innovation

    >> Meersman, Belgium


49 Human-Computer Interactions in Healthcare

Co-Chairs: L. Marks and L. M. Mazur, USA

Towards safe, accessible, and efficient electronic medical record (EMR): Exploration of efforts at Epic

    >> Campbell and L. Mazur, USA

Adopting user centered design to drive product innovation in healthcare

    >> Lebbos, R. Oyung and L. Mazur, USA


66 Co-Production of Healthcare Outcomes: How Patients and Providers Contribute to Quality And Costs

Co-Chairs: S. Kwan and R. Mantecon, USA

Co-production in patient care settings: Quality control perspectives that influence satisfaction with the service

    >> Freund, S. Kwan and V. Murugesan, USA

Digitization of patient services for co-creating value both inside and the outside hospital

    >> Tanniru, USA

Value co-creation in health service systems

    >> Tong, L. Zhang, O. Demirel, B. C. Lee, H. Wu, Y. Yih, B. Bidassie and V. Duffy, USA

Deterministic and stochastic on quality services in the education and health media

    >> Elshourbagy and Y. Alzubaidib, Saudi Arabia

Business process assessment in VA consolidated patient account centers

    >> Eapen, M. Hsu and G. Black, USA

A proposal of the ontology based method to identify adverse effects taking account of expression granularity in patients’ symptom explanation

    >> Yokokawa and M. Kimura, Japan

Application of human factors methods for systems improvement knowledge management in the VHA

    >> Byrd, USA


Wednesday, July 29th, 2015

SESSION 8:00 – 10:00

85 Service Design for Value Co-Creation and Transformation

Chair: C.-F. Yang, Taiwan

The design before innovation: An exploratory study of web-based self-services

    >>C.-F. Yang, C.-S. Wu, Y.-H. Huang, T.-J. Sung and P.-L. Chen, Taiwan

Development of emotional intervention strategy framework focused on the socio-pleasure for pro-environmental behaviors

    >> H. Lee and E. C. Jung, Korea

Co-creating social innovation with academic, commercial and public partners – lessons learned from The Netherlands

    >> Lu, The Netherlands

A service innovation model of the co-creation of value by multi-stakeholder: Evidence from Maokong’s service design

    >>J.-J. Chang and T.-J. Sung, Taiwan

Designing for technology acceptance in an ageing society through multi-stakeholder collaboration

    >> Jia, Y. Lu and B. Wajda, The Netherlands

Computer-related causal attributions: The role of sociodemographic factors

    >> Niels, S. Guczka and M. Janneck, Germany


86 Centrality of Human Face: Deconstructing Service & Service Management

Chair: U. Narain, India

Uber: A case of service fiduciary

    >> Narain and S. Mhatre, Indai

Bollywood: Entertainment as opiate of the masses

    >> Mhatre and U. Narain, India

A human-centered credit-banking system for convenient, fair and secure carpooling among members of an association

    >> H.-S. Tsao and M. Eirinaki, USA

Ethic centric operational model of a service organization

    >> Parikh, India


SESSION 10:30-12:30

102 Service Fascination Through Emotional Design, Technology, and Gamification

Co-Chairs: C. Zagel and F. Bodendorf, Germany

Turning data into experiences. Pro-active experiences and their significance for customers and business

    >> Walorska, Germany

Death and UX? Digital afterlife and digital legacy

    >> Walorska, Germany

Gamification of business processes: Re-designing work in production and service industry

    >> Korn and A. Schmidt, Germany

The geek factor – assessing technology desirability

    >> Zagel, S. Huber and F. Bodendorf, Germany

Extreme storytelling – a new framework for holistic experience design

    >> Kuhl, Germany


103 Human Side of Services in Education

Chair: D. Nielsen, England, and S. Dylak, Poland

Post graduate student learning engagement as a higher education service provision

    >> Nielsen and R. Thanneeru, UK

Revision of curricula in higher education service provision: For better learning engagement and collaborative learning

    >> Nielsen, P. Ieromonachou, Y. Lin and A. White, UK

Co-creative aspects of data-driven discovery

    >> Anderson and C. Kieliszewski, USA

The future school laboratory in Poznan – Lessons learned from the educational research

    >> Dylak and K. Kurowski, Poland

Apply pictographic figure in word characteristic cultural and creative design

    >> H. Chen and B.-S. Lin, Taiwan


SESSION 13:30 – 15:30

125 Enhancing Service Systems in Developing Countries through the Improvement of the Human Resource

Chair: A. C. Matias, Philippines

Developing the manpower complement for business analytics service professionals: A case study on the challenges faced by the Philippines

    >> R. Jalao, Philippines

Investigating the effect on the learning curve of performing similar work during the break between work stints

    >> A. Martinez and J. A. Revilla, Philippines

Identifying characteristics of jobs of front-line personnel that affect abnormal idle time: A case study on a popular amusement center in the Philippines

    >> J. Portus and I. A. Martinez, Philippines

How good is this destination website?: A user-centered evaluation of provincial tourism websites

    >> R. Novabos, A. Matias and M. Mena, Philippines

Effects of mental workload on academic performance among working students in an undergraduate engineering program

    >> Kurata, R. M. L. Bano and A. Matias, Philippines

Assessment of possible factors affecting severity of muscle fatigue among convenience store employees

    >> Rustico, Jr. and A.Matias, Philippines


SESSION 16:00 – 18:00

139 Smart Service Systems: Augmenting and Scaling Human Expertise with Cognitive Assistants

Chair: J. Spohrer, USA

Improving the financial health of a population via cognitive assistants

    >> Hastings, J. Saperstein and W. Charles, USA

Moving towards the incomplete: A research agenda for the development of future products in the digital economy

    >> Davies and I. Ng, UK

The need for a tool to support users of e-Science infrastructures in a virtual laboratory environment

    >> Chunpir, T. Ludwig and T. Rathmann, Germany

e-Service dominant logic

    >> Cellary, Poland

An experience-based decision support system for supporting governance in enterprise

    >> D’Aniello, M. Gaeta, C. Bassano, F. Orciuol, S. Tomasiello and K. Sandkuhl, Italy

Usability testing of cash-in machines for Filipino use

    >> M. Canapi, M. Chan, M. A. Contreras and A. J. Portus, Philippines

Outfit browser – an image-data-driven user interface for self-service systems in fashion stores

    >> Piazza, C. Zagel, S. Huber and F. Bodendorf, Germany


Thursday, July 30th, 2015

SESSION 8:00 – 10:00

159 Servicescape Designs In Healthcare Organizations: How Physical Space Impacts Patient Care Systems

Co-Chairs: L. Mazur and L. Marks, USA

Safe and efficient hospitals: A case study of lean-evidence based design (EBD) approach during program and schematic phases of design

    >> Mazur, K. Johnson and J. Chadwick, USA

Promoting high reliability and value creation in healthcare: A case study from radiation oncology clinic

    >> Marks and L. Mazur, USA

Affective health design: Hospital service systems improvement case study

    >> Nathan-Roberts and S. Yin, USA

Creating a veteran-centered servicescape in a hospital based cancer care clinic

    >> Carlstrom, USA

Human-centered design and the co-creation of a new hospital atrium servicescape

    >> Hughes, USA

Cognitive load balancing in a pancreatic multidisciplinary clinic: Improving clinic room and staff utilization while maintaining care quality outcomes

    >> Elnahal, S. Moningi, A. Wild, A. Dholakia, M. Hodgin, L. Parish, P. Huang and J. Herman, USA


SESSION 10:30 – 12:30

178 HSSE: Planning Session

Co-Chairs: L. Freund and W. Cellary, USA/Poland


SESSION 13:30-15:30

195 Hand in Hand: Innovating Meaningful Services in Digital and Human Networks

Co-Chairs: M. Toivohen and M. Hasu, Finland

Introduction to the session “Hand in hand: Innovating meaningful services in digital and human networks”

    >> Toivonen, Finland

Employee-driven design activities for services: a case study in elderly-care

    >> Watanabe and T. Nishimura, Japan

From ‘a jungle of services into a garden of services’: Human being at the core of service integrations

    >> Hasu and M. Toivonen, Finland

Service business models in the digital age: Key challenges and solutions for the service platforms

    >> Mitronen, Finland

Integrating human motivation into service productivity

    >> Banerjee, Germany

Development of a conceptual framework for improving safety for pedestrians using smartphones while walking: Challenges and research needs

    >> Kong, S. Xiong, Z. Zhu, S. Zheng and G. Long, China


SESSION 16:00 – 18:00

216 Data Analysis for O2O Service Design (DaOSD)

Chair: T.-M. Tsai, Taiwan

An O2O commerce service framework and its effectiveness analysis with application to proximity commerce

    >> T.-M. Tsai, W.-N. Wang, Y.-T. Lin and S.-C. Chou, Taiwan

Customer’s flow analysis in physical retail store

    >> Y.-K. Wu, H.-C. Wang, L.-C. Chang and S.-C. Chou, Taiwan

Constructing concept space from social collaborative editing

    >> W.-T. Hsieh, S.-C. Chou, P.-C. Yang and C.-H. Tsai, Taiwan

Unveiling the mysteries of the “black hole” in recruiting systems: Connecting recruiters and job seekers like a jigsaw puzzle

    >> Lim, Y. Wang, M. Nazrul Islam and Y. Hoshino, Australia

User data analysis for improving social learning service design

    >> Lin and T.-M. Tsai, Taiwan

SESSION Announcement of HSSE Best Paper Winner