5th Conference on The Human Side of Service Engineering (HSSE 2017)

The Westin Bonaventure Hotel, Los Angeles, California, USA


1 HSSE Plenary Session

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

Experience, perception and effort in service production and consumption

Uday Karmarker, USA


2 Gamification in Service Engineering

Co-Chairs: Freimut Bodendorf and Christian Zagel, Germany

1. Using gamification to enhance user motivation: The influence of gender and age

Sophie Jent and Monique Janneck, Germany

2.The interaction of causal attribution of performance and compliance with decision support systems in cyber-physical production systems – An empirical study using a business simulation game

Philipp Brauner, Ralf Philipsen, André Calero Valdez and Martina Ziefle, Germany

3. Gamified self-service checkouts: The influence of personality traits on user motivation and experience

Adelka Niels and Christian Zagel, Germany

4. Defining recrutainment: A model and a survey on the gamification of recruiting and human resources

Oliver Korn, Florian Brenner, Julian Börsig, Fabio Lalli, Maik Mattmüller and Andrea Mueller, Germany

5. SciencOmat: A gamified research platform for evaluating visual attractiveness

Christian Zagel, Alexander Piazza, Freimut Bodendorf and Yoan Petrov, Germany

6. Data driven campaigning – a framework for the use of data in German campaigns

André Haller, Germany


3 Advances in Simulation Based Training for Providers Interacting with Health Information Technology (HSSE/HC))

Chair: Lukasz Mazur, USA

1 Improving procedural compliance of radiation oncology professionals using simulation-based training

Lukasz Mazur, USA

2 Utilizing the bio-design process to develop unique patient care environments

Janene Fuerch and Louis Halamek, USA

3 Manikins, fake blood and…eye trackers? Combining human factors and simulation to improve medical processes

Alberto Bonifacio, USA

4 To assess relationship between workload, task demand and performance during physician-EHR interaction

Prithima Mosaly, Fei Yu, Lukasz Mazur, Hua Guo, Derek Merck, David Laidlaw, Lawrence Marks and Javed Mostafa, USA


4 Designing Better Healthcare Facilities: Integrating Lean Thinking into Architectural Design Process

Chair: Kendra Johnson, USA

1 Using table-top simulation activities to explore operations in healthcare settings

Kendra Johnson, USA

2 Translating lean process to design solutions

Mark Vaughan, USA

3 Biomechanical analysis of healthcare professionals during two common procedures for neonatal resuscitation

Nicole Yamada, Anil Kumar and Louis Halamek, USA

4 Insights from Japanese government research program for service science

Kazuyoshi Hidaka, Japan


5 Innovations in Quality and Safety Practices in Health Care Systems

Co-Chairs: Alison Amos and Gregg Tracton, USA

1 Building a robust treatment delivery system by balancing the reliability of “safety” processes with workload

Trevor Thompson, Gregg Tracton, Thomas Howell, Prithima Mosaly and Lukasz Mazur, USA

2 Improving quality and safety in radiation oncology

Lawrence Marks and Bhisham Chera, USA

3 Validation of quality assessment tool for A3 thinking-based improvement projects

Alison Amos, Kinley Taylor, Kendra Johnson and Lukasz Mazur, USA

4 Alarm management: A systems approach to patient safety

Vinaya Sebastian and Carolyn Brown, USA

5 How is the quality of life in patients with cerebral palsy improved? Qualitative and quantitative evaluation of a communication and learning assistance system based on ICTs

Jonnathan Berrezueta, Vladimir Robles-Bykbaev and Luis Serpa-Andrade, Ecuador


6 Shaping the Human Side of T-Shaped Professionals I

Chair: James Spohrer, USA

1 Developing T-shaped civil engineers through involvement in out-of-class activities

Denise Simmons, USA

2 T-shape professionals co-working in smart contexts: VEGA(ST) – Venice Gateway for Science and Technology

Paolo Piciocchi, James C. Spohrer, Linda Martuscelli, Maria Cristina Pietronudo, Michele Scocozza and Clara Bassano, Italy/USA

3 Gaining a deeper understanding of the T: Components and assessment

Philip Gardner, USA

4 T-shaped people in smarter/wiser service systems

James Spohrer, USA

5 Interactional expertise, experience with different systems and t-shaped expertise: Two pilot studies

Michael Gorman and Cailtin Wylie, USA

6 Thriving through people-centered adaptive platforms

Yassi Moghaddam, USA


7 Shaping the Human Side of T-Shaped Professionals II

Chair: James Spohrer, USA

1 MyT-Me: Your personal T-shape scoring system

Louis Freund and Stephen Kwan, USA

2 E-business as an example of T-shape education

Wojciech Cellary and Jarogniew Rykowski, Poland

3 Developing DSA-enabled and T-shaped professionals for the hybrid economy

Debbie Hughes, USA

4 Humanity-embedded service science education

Fu-ren Lin, Taiwan

5 Management of innovation, sustainability and technology: A master’s curriculum for T-shaped professionals at UC Merced

Paul Maglio, USA


8 Industry 4.0 and Smart Service World

Chair: Walter Ganz, Germany

1 Agile development of smart services in manufacturing industries

Thomas Meiren, Walter Ganz and Ilyas Khan, Germany

2 Applying value proposition design for developing smart service business models in manufacturing firms

Jens Neuhüttler, Inka Woyke and Walter Ganz, Germany

3 The key success factors in the development of platform-based business in China: Case study on Alibaba and Jingdong

Wenjuan Zhang, Ming Chen, Wenjia An and Jianan Zhang, China

4 Scaling services up: A critical success factor in servitization

Veronica Martinez, Andy Neely, Pavel Albores and Karolis Šikšnius, UK

5 Wisdom service systems: Harmonious interactions between people and machines

Md Abul Siddike, Kazuo Iwano, Kazuyoshi Hidaka, Youji Kohda and James Spohrer, Japan/USA


9 Service Science and UX Design

Co-Chairs: Shrikant Parikh and Debra Satterfield, India/USA

1 Factors influencing academic success for design students: A study of curricular expectations and ethical issues

Debra Satterfield, USA

2 Customer value calculus – an analogy in a service system network

Md Abul Siddike, Stephen Kwan and Youji Kohda, Japan/USA

3 Organization & cultural impact of microservices architecture

Sunil Joshi and Christine White, USA


10 Human Side of Service Engineering I

Co-Chairs: Aura Matias and Carolyn Brown, Philippines/USA

1 Use of robotic exoskeleton devices in the rehabilitation of patients following stroke and injury

Amy Millan, USA

2 Prevalence and risk factors of respiratory problems among solid waste collectors in the Philippines

Lizbeth Mariano and Aura Matias, Philippines

3 Work-related factors affecting sustained alert state among bank security personnel in the Philippines

Yoshiki Kurata and Aura Matias, Philippines

4 The negative effect that benefit delay in service consumption causes to a customer and the countermeasure against it

Kazuhiro Fujimura, Japan

5 Prevalence, severity, and risk factors of work-related musculoskeletal disorders among stevedores in a Philippine break-bulk port terminal

Keneth Sedilla and Aura Matias, Philippines

6 A task analysis of small-scale jewelry craft workers to investigate the effects of work system elements and sitting mobility on body discomfort

Hazel Caparas and Aura Matias, Philippines


11 Human Side of Service Engineering II

Chair: Regiane Romano, Brazil

1 Do you like according to your lifestyle? A quantitative analysis of the relation between individual Facebook likes and the users’ lifestyle

Alexander Piazza, Christian Zagel and Freimut Bodendorf, Germany

2 Impact analysis of demonetization on service sector: An Indian experience

Uma Narain and R. K. Pattnaik, India

3 The consequences of lean Six Sigma on banking improvement: A study at a frontline unit of a bank company in Indonesia

Nilda Putri, Andi Gunawan and Agus Sutanto, Indonesia

4 The human side of smart cities and the fundamental role of education in the training of new millennium engineers – a study case from Brazil

Regiane Romano, Brazil


12 Citizen Engagement, HSSE Best Paper Award and 2018 HSSE Planning

Co-Chairs: Lou Freund and Wojciech Cellary, USA/Poland

1 Mobilisation of citizen engagement in the EU

Christine Leitner and Christian Stiefmueller, UK

2 An online tool to promote citizenship roles in urban communities

Li Liu and Adrian Haurat, USA

3 Smart Card Facens: A smart geo-referencing solution to improve human experience on campus

Adriano Pilo, Alexandre Machado and Victor Alonso, Brazil

HSSE Best Paper Award