1st Conference on The Human Side of Service Engineering (HSSE 2012)

Hilton San Francisco Union Square, California

Plenary SESSION: HSSE Opening Session
Co-Chairs: J. Spohrer and L. Freund, USA
SPECIAL GUEST: B. Hesse, USA

Technologies in Health Services Systems
Co-Chairs: M. Baba, USA, and T. Young, UK
Anthropological and ethnographic perspectives on health information technology
>>M. Baba, C. LaBond and L. Hunt, USA
Design challenges for healthcare services: Case for transitional care coordination
>>J. Sairamesh, USA
Is patient-centred care really possible?
>>T. Young, UK
In sickness and in healthcare IT: Digitization of medical records as the Promiseland
>>R. Koppel, USA
EHR Usability: Challenges and opportunities
>>J. Zhang, A. Franklin and M. Walji, USA
Challenges of using standardized terminology to describe depression in primary care
>>K. Dontje, USA
Macroergonomics in healthcare: Using MEAD to analyze and improve healthcare-related infections (HRIs)
>>B. Kleiner and V. Lewis, USA

Service Innovation Management
Co-Chairs: Y. Sawatani and I. Sakata, Japan
Human-centric approach of value proposition in new generation digital business
>>T. Kita, Japan
Hospital management support system for patient safety: Mining track record of dosing
>>M. Akiyama, I. Sakata and S. Yamamoto, Japan
Combining user and employee driven innovation
>>T. Tanninen-Ahonen, Finland
Value co-creation in R&D
>>Y. Sawatani and T. Arimoto, Japan
Managing unstructured service encounters: A case on ASP-based call center
>>Y. -H. Lin and R. R. Chen, Taiwan
Open services innovation
>>H. Chesbrough, USA

Aging Society: The Impact of Age on Traditional Service Constructs
Chair: L. Freund, USA
Human centered system integration (HCSI): Case study of elderly care service design
>>S. Basapur and K. Sato, USA
Integrating healthcare service with ambient interactive systems: Conceptual framework
>>J. Sun, S. Basapur and K. Sato, USA
Entrusting the reply of satisfaction or physical condition for services to unconscious responses reflecting activities of autonomic nervous system
>>H. Okawai, K. Kato and D. Baya, Japan
The intelligent space for the elderly – Including activity detection
>>S. Tivatansakul, S. Tanupaprungsun, K. Areekijseree, T. Achalakul, K. Hirasawa, S. Sawada, A. Saitoh and M. Ohkura, Japan
Patient engagement – implications to service engineering
I. Riippa and K. Reijonsaari, Finland
Public bus service – From physical accessibility to psychosocial inclusion
>>F. Nickpour, UK

Learning & Creativity in Service Innovation
Co-Chairs: C. Mele and T. Russo Spena, Italy
The human side of organizational change: Compliance and management control systems within Italian public utilities
>>G. Mangia, P. Canonico, M. Iacono, R. Mercurio and M. Martinez, Italy
Creativity and learning in the practices of service innovation
>>T. Russo Spena and C. Mele, Italy
Service design to evoke users’ enthusiasm – Proposal and evaluation of a museum information providing service
>>M. Takahashi, Y. Yasuma and M. Nakanishi, Japan
Ergonomics at home: Contribution to the design of a smart home lighting service
>>G. Poizat, M. Frejus and Y. Haradji, France
Designing a mobile-based banking service: The MOBSERV Project
>>Simoes, S. Guerreiro, A. Ferreira, S. Rola and G. Freire, Portugal

Research and Innovation in the Anthropology of Services
Co-Chairs: J. Blomberg and C. Darrah, USA
The imperative case? Making insights relevant for a company in transition
>>M. Griffin and J. Dautcher, USA
Video ethnography and the complexity of service work
>>P. Szymanski, J. Englert, L. Plurkowski and P. Swenton-Wall, USA
Exploring the old in the new: Toward an anthropology of services
>>J. Blomberg and C. Darrah, USA
Service + social
>>S. Evenson, USA
Service engineering as experience design: Where system thinking meets agency, value and meaning
>>E. Churchill, USA

Challenges/Successes in Service Design for Health Care
Chair: S. Spraragen, USA
Introducing (service) design in an academic medical center
>>B. Berrean, USA
Cases on service design approaches for healthcare: Method and principle
>>M. Kim, USA
Designing a web-based behavior motivation tool for healthcare compliance
>>R. Lin, S. Ramakrishnan, H. Chang, S. Spraragen and X. Zhu, Taiwan/USA
Business models, public policy and service design
>>S. Demello, USA
Design for chronic illness: Exploring service systems and new technologies for patients with Type 2 diabetes
>>L. Chapman, USA
Self-service for personal health monitoring and decisions
>>Z. Pasek and G. Bacioiu, Canada

Employee Driven and Customer Oriented Service Innovation
Co-Chairs: B. Edvardsson and P. Skålén, Sweden
Service systems integration
>>T. Böhmann, Germany, B. Edvardsson and B. Tronvoll, Sweden
Front-line employee driven service innovation: An exploratory multiple case study
>>J. Karlsson and P. Skalen, Sweden
Exploring in an exploitation based organization – The role of front-line employees
>>M. Dasselar and E. Sundström, Sweden
Co-creating better outcomes – engaging in health
>>K. Reijonsaari, Finland

The Ethics Dividend in Services
Chair: S. Parikh, India
Ethics in financial inclusion services: Aristotle’s four causes theory
>>U. Narain, India
How to argue about shared agency
>>F. Alonso, USA
Shaping integrity ambassadors
>>J. McCormack, USA
The ethical dividend
>>E. McNulty, USA
Sensitivity to ethical values for service systems governance: A viable systems perspective
>>C. Bassano and P. Piciocchi, Italy
Challenges of borderless eGovernment services for Europeans
>>W. Cellary, Poland

Service Systems are Distributed Cognitive Systems
Chair: P. Maglio, USA
Distributed interactions, information, and computation in service systems
>>B. Glushko, USA
A distributed-cognition based method for finding social feature opportunities in business services
>>K. Lyons and S. Marks, Canada
The distributed co-construction of value propositions: Provider-side interactions in a complex IT service system
>>B. Shaw and Y. Rankin, USA
Distributed cognition, service science and 3D multi-user virtual environments
>>N. Flor, USA
Distributed cognition in computer system administration
>>P. Maglio, USA

Design Thinking for Service Systems
Chair: S. Kwan, USA
The role of event scheduling and bundling flexibility in creating sequence-based event schedules
>>M. Dixon and G. Thompson, USA
Moving from B2X to B2X2Y value propositions in service system networks
>>S. Kwan, USA, P. Hottum, Germany, and C. Kieliszewski, USA
User eXperience in service design: Defining a common ground from different fields
>>K. Touloum and D. Idoughi, Algeria, and A. Seffah, France
A proposal of the service design method and the service example based on human design technology
>>K. Yasui and T. Yamaoka, Japan
Facilitating service development in a multi-agent environment: Different roles of consultancy
>>I. Lappalainen, K. Kallio and M. Toivonen, Finland
Value co-creation in cross-channel service contexts: A service science perspective
>>T. Rintamäki and L. Mitronen, Finland, and K. Kijima, Japan
Service process visualization in nursing-care service using state transition model
>>H. Miwa, T. Fukuhara and T. Nishimura, Japan

Service Dominant Logic & B to B
Chair: K.-S. Paloheimo, Finland
Getting beyond 1911 management as science: Challenges from services, liquid enterprises and internationalization
>>D. Hawk, USA
The role of positive emotions in the creation of positively deviant Business to Busines services: Examination of employee and customer perceptions
>>M. Fischer, Finland
Leadership in serivce dominant logic: Perspectives and development
>>J. Ylitalo, Finland
The role of intangible assets in value creation – Within knowledge intensive services
>>C. Hazley, Finland
Using a business ecosystem network to expose and predict budgetary risk caused by various human factors
>>N. Boyette and H. Fang, USA

Designing Service Systems for the Customer Experience
Chair: L. Patricio, Portugal
A performing arts perspective on designing services for the customer experience
>>R. Fisk, USA
Designing services to transform the customer experience
>>M. Bitner, USA
Service design through an anthropological lens
>>M. Cefkin, USA
Service design and behavioral change
>>B. Mager, Germany
Towards an interdisciplinary approach to the design of service systems for the customer experience
>>L. Patricio, Portugal

Frameworks for Service Systems
Chair: K. Lyons, Canada
Service systems design: an intentional agent perspective
>>L. Lessard and E. Yu, Canada
Characterizing organizations as service systems
>>K. Lyons and S. Tracy, Canada
Citizen-centered municipal service delivery and social media
>>P. Messinger, Canada
Service systems and the social enterprise
>>S. Tracy and K. Lyons, Canada
Describing service systems
>>B. Glushko, USA
Is that affordance essential? Pathology in service systems and redesigns for sustainability
>>D. Ing, Canada
Service systems as cognitive systems
>>P. Maglio, USA

User Participation and Experiences in the Design Loop
Chair: A. Seffah, France
Three approaches to co-creating services with users
>>E. Kaasinen, K. Koskela-Huotari, V. Ikonen, M. Niemelä and P. Näkki, Finland
Persona + patterns = An environment for service consumer engagement in the service design loop
>>H. Javehery, Canada, and A. Seffah, France
Reinventing user-centered design in services: Transforming HCI to value cocreation experiences
>>C. Pinhanez, Brazil
The tension between user-centered design and E-government services
>>N. Kotamraju, Denmark
Mutual full gaze awareness in remote support of IPS²
>>Bo Hoege and M. Roetting, Germany
Interactive design method based on structured-scenario
>>K. Kusano, M. Nakatani and T. Ohno, Japan

Societal Frameworks for Service Systems
Chair: J. Spohrer, USA
Computational modeling of real-world services for a co-creative society
>>T. Takenaka, H. Koshiba and Y. Motomura, Japan
Service value network: The Insights from the psychological & evolutionary economics perspective
>>P. -H. Hsieh and S. -T. Yuan, Taiwan
Case study analysis of higher education and industry partnership service delivery
>>D. Nielsen and A. White, UK
Co-producing value through public transit information services
>>A. Steinfeld, S. Rao, A. Tran, J. Zimmerman and A. Tomasic, USA
Integrating a user interface design environment into SOA and service engineering
>>D. Dunkle, USA
B to B (business to business) product planning and platform making by the business user model
>>T. Mizumoto and K. Yamazaki, Japan
Transformative service research: Hope out of hopelessness
>>L. Anderson, USA

Service Design for Technology-Based Service Systems for Underserved Populations
Co-Chairs: Y. Rankin and M. Shute, USA
Service ecosystems for afterschool care in low and high-risk urban communities
>>M. Russell, USA
Knowledge, attitudes, and HPV vaccine use among African American and Hispanic adolescent girls and parents
>>P. Hull, E. Williams and M. Sanderson, USA
Black female voices: Designing an HIV health information artifact
>>F. Cobb Payton, J. Kiwanuka-Tondo and L. Kvasny, USA
Supporting greater access to pre- and post-natal services for women in rural Kenya
>>Y. Rankin and J. Thomas, USA
Comparison of biomechanical and anthropometrical data of Nigeria Tertiary Institution students with some selected countries
>>Musa, S. Ismaila, S. Adejuyigbe, O. Akinyemi and M. Abolarin, Nigeria

Role of Human Resources for Service Systems Governance
Co-Chairs: C. Bassano, Italy, S. Barile, Italy, P. Piciocchi, Italy, and J. Spohrer, USA
Smart governance to mediate human expectations and systems context interactions
>>P. Piciocchi, Italy, J. Spohrer, USA, C. Bassano and A. Giuiusa, Italy
Governing human relations to promote local service systems in processes of internationalization
>>I. Orlando, A. Siniscalchi, P. Piciocchi, C. Bassano and A. Amendola, Italy
A VSA communication model for service systems governance
>>A. Siano, P. Piciocchi, M. Volpe, M. Confetto, A. Vollero and M. Siglioccolo, Italy
The ARISTOTELE project for governing human capital intangible assets: A service science and viable systems perspective
>>S. Salerno, P. Piciocchi, C. Bassano, P. Ritrovato and G. Santoro, Italy
Human resources for governing business dynamics. The viable systems approach
>>G. Golinelli and C. Bassano, Italy
Modeling cooperative behaviors in innovation networks: An empirical analysis
>>L. Prota, M. D’Esposito, D. De Stefano, G. Giordano and M. Vitale, Italy

Value Co-Creation
Co-Chairs: Y. Sawatani and K. Kijima, Japan
Value co-creation in tourism: Incorporating non-expert’s design into expert’s design activities
>>T. Hara, S. Shimada, N. Yabe, Y. Kurata, K. Aoyama and Y. Hompo, Japan
Value orchestration platform: Model and strategies
>>K. Kijima, Japan, T. Rintamki and L. Mitronen, Finland
Service space communication by voice tweets in nursing
>>K. Torii, N. Uchihira, T. Chino, K. Iwata, T. Murakami and T. Tanaka, Japan
Service modeling of compliments and complaints and its implications for value co-creation
>>F. Villarroel Ordenes, M. Zaki, B. Theodoulidis and J. Burton, UK
The human side of service ecosystems: Resource integration, institutions, meanings
>>S. Vargo and R. Lusch, USA
Managing human resources in information-intensive service providers: Models for decision support
>>Y. Leung, USA
Using value-in-use: A dynamic model for value-in-exchange and value-in-use
>>H. Masuda and Y. Hara, Japan

Learning in Experimental Environments
Chair: W. Ganz, Germany
Introduction of computer supported quality control circle in a Japanese cuisine restaurant
>>R. Ueoka, T. Shinmura, R. Tenmoku, T. Okuma and T. Kurata, Japan
Leading change by playing: Design and implementation of a management game for aviation ground services
>>J. Kramer, F. Mayer, M. Gassner and R. Nägele, Germany
Incorporating Kano’s model and Markov chain into Kansei Engineering in services
>>M. Hartono, Indonesia, T. Chuan and J. Peacock, Singapore
Evaluating an innovative motion sensing-enabled system with rehabilitation exercises
>>R. -R. Chen, Y.-H. Lee, J.-D. Chen and T. -H. Lu, Taiwan
A study of the productivity enhancement in medical practice by the introduction of a handheld tablet computer
>>K. Yamada, S. Ishikawa, Y. Sakamoto, Y. Motomura, T. Nishimura and T. Sugioka,
Japan

Co-Creating Value with Customers
Chair: Y. Yahya, Malaysia
DNA and dynamics of collaboration and co-creation
>>G. Bhalla, USA
How much professional practice is necessary to prepare T-shaped talent: A college value perspective
>>P. Gardner, USA
Ergonomics framework in developing T-shaped HEI service deliverers
>>D. Nielsen and A. White, UK
Co-creating value with citizens through listen-engage-respond: A web based application
>>Y. Yahya and M. Mukhtar, Malaysia
Value co-creation in healthcare services: Challenges and opportunities
>>M. Mahmood, Australia

The Human Aspects of Change When Applying Lean 6 Sigma Methods and Tools
Chair: S. Furterer, USA
A comparative analysis of lean techniques
>>B. Cudney, USA
An analysis of the impact of lean on safety
>>E. Cudney, S. Murray and P. Pai, USA
Designing the infrastructure for lean six sigma performance excellence programs
>>S. Furterer, USA
Applying systems engineering business architecture techniques to design a quality management system
>>S. Furterer, USA
Nursing process optimization using analysis of time variance method with electronic medical record system
>>T. Matsumoto, M. Okada, T. Nishimura and Y. Motomura, Japan

The Impact of Service Network Configuration on Customer Experience
Co-Chairs: J. Min and Y. Kim, Korea
The effects of the extension of service-network configuration in airline industry
>>J. Song and S. Lee, USA
The effect of service network configuration on firm performance
>>Y. J. Kim, Korea
Serendipity service generation for smart phone user
>>K. J. Lee, Korea
The importance of planning service network configuration for different anchor points to increase service satisfaction: The role of service expectations, wants, and normative ideals
>>W. Chin, USA
Co-creating value to increase service productivity – impacts of outputs and inputs for the product-supporting service value chain
>>A. Rößner, F. Kicherer and R. Nägele, Germany
Flexible service chain management for hyper variety industrial structure
>>H. Deguchi, Japan

HSSE Closing Session/2014 Planning Panel Members
Co-Chairs: J. Spohrer and L. Freund, USA