4rd Conference on The Human Side of Service Engineering (HSSE 2015)

Walt Disney World® Swan and Dolphin Hotel, Orlando, Florida, USA


1 HSSE Plenary Session

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

Human Factors and Ergonomics at Disney: Helping to Develop the Disney Experience

Robert Allen, and Daniel Padilla,


2 Smart, People-Centered Service Systems with Cognitive Assistants for All Occupations

Chair: J. C. Spohrer, USA

1          Reality 2.0 and wisdom computing

K. Iwano, Japan 1295

2          Linking business and technology for future customer

Y. Sawatani, Japan 1656

3          User-centered arrangement of public services

R. Rusek and J. Colomer-Llinas, Spain 538

4          What makes a system smart? Wise?

J. Spohrer, C. Bassano, P. Piciocchi and A. K. Siddike, USA/Italy/Japan

5          The bad ergonomics of order fulfillment in the retail industry

J. Galante, USA



3 Linking Hospital Design to Quality and Safety Outcomes

Co-Chairs: K. Johnson and L. Mazur, USA

1          Development and test of simulated scenarios to assess radiation therapy physicians’ performance during interaction with computers

B. Chera, L. Mazur, P. R. Mosaly, E. Comitz, D. Chang, M. Alley, G. Tracton and L. Mark, USA 190

2          Physiological evaluation and quantification of physician’s cognitive workload during interaction with computer based clinical system

P. R. Mosaly, L. Mazur, L. Marks, USA 327

3          Measuring controller cognitive workload and task loads in hazardous liquids gas and oil pipeline control rooms

M. Terranova and C. Alda, USA 528

4          Improving communication skills with a multimodal simulation-based intervention

A. Banerjee and M. Weinger, USA 1101

5         Neuro-feedback as intervention to improve providers’ workload and performance during computer-based tasks

L. Mazur, A. Cambell, E. Comitz, D. Planting, S. Lowen, P. R. Mosaly, A. Belger,
B. Chera and L. Marks, USA

4 Advances in Quality and Safety in Healthcare

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

1          Assessing the quality of the A3 thinking tool for problem solving

A. Amos, K. Taylor, K. Johnson, E. Comitz, R. Adams, G. Tracton, B. Chera, L. Marks and L. Mazur, USA 507

2          Human factors and ergonomics challenges in the neonatal intensive care unit: Brainstorming the future

N. Yamada, J. Fuerch and L. Halamek, USA 868

3          Diffusion of excellence and best practices in a large, integrated health system

S. Elnahal, H. Peabody, C. Givey, A. Ippolito, P. Littlefield and C. Clancy, USA 1789

4          Ethics in Service Design for Children with Cognitive Disabilities

D. Satterfield, USA 1827

5          Incorporating lean exploration loops into new hospital design

K. Johnson, L. Mazur, P. Pooya, J. Chadwick and J. McCreery, USA

6          Combining lean implementation with design research methodologies to achieve measurable critical-to-quality outcomes

K. Freihoefer, P. Pejsa, A. Zimmer and K. Werkheiser, USA

5 Integrating Health Services Engineering: A Multidimensional Approach

Co-Chairs: C. Brown, USA

1          Integrating health services engineering: A multidimensional approach

C. Brown, USA 1266

2          3DPRO – development of low-cost prosthetics using 3D printing technologies

C. Zagel, S. Huber, J. Suessmuth, M. Obermeier and F. Bodendorf, Germany 1171

3          Virtual rehabilitation use for paretic upper limb for individuals with chronic hemiparetic stroke

R. C. M. Lima, A. D. Dias de Menezes, M. C. Gomes Inácio, S. M. Amaral and R. R. Romano, Brazil

4          Use of smart phones to improve the human factors engineering of people suffer from chronic diseases

S. Elshourbagy, Egypt 425

5          Design and delivery of a people oriented remote health service of emerging markets

Shrikant Parikh, India 1814


6 Linking Cognitive Workload to Performance During Human-Computer Interactions

Co- Chairs: P. Mosaly, E. Comitz and L. Mazur, USA

1          Classification of EEG features for prediction of working memory load

A. Abrantes, E. Comitz, P. Mosaly and L. Mazur, USA 210

2          Are behavioral measures useful for detecting cognitive workload during human-computer interaction?

S. Elkin-Frankston, B. Bracken, S. Irvin and M. Jenkins, USA 217

3          Alpha/theta power during cognitive tasks in the EMR

E. Comitz, P. R. Mosaly, L. Mazur, L. Marks and B. Chera, USA 843

4          Workload model for situation awareness

R. Steinberg, A. Diggs and D. Donohoo, USA 1028

5          Study on the workforce planning of metro dispatcher based on workload

Y. Liu and W. Fang, China 1642

6          Discover and resolve the real causes of duplicate medical record

A. Khunlertkit and L. Paine, USA


7 Data-Driven Services in Omni-Channel Customer Relations

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

1          Using smartphones for information retrieval in omni-channel scenarios – assessing the effectiveness of technological triggers

C. Zagel, A. Niels and F. Bodendorf, Germany 115

2          Computer-related attributions: An intercultural comparison

M. Janneck, J. Xiao and A. Niels, Germany147

3          The impact of causal attributions on the user experience of error messages

A. Niels, T. Lesser and T. Krueger, Germany 444

4          How data driven customer experience influences digital maturity

A. M. Walorska and A. Braun, Germany 1223

5          Challenges for UX with privacy and personalization

M. Walorska, Germany 1224


8 Multi-Sided Measurement of Service System

Chair: K.-S. Hidaka, Japan

1          Toward a value metrics: A service-dominant logic view

A. K. Siddike and K. Hidaka, Japan 335

2          Benchmarking of service systems using multi-sided metrics

T. Takenaka and K. Hidaka, Japan 1117

3          The relationship model of three benefit factors in delayed benefit services

C. Morito and K. Fujimura, Japan 1447

4          Developing an ad-hoc questionnaire model for extracting exceptional handling communications in service

M. Masuda, Japan 1149

5          Qualitative analysis of hospitality extended to patients by reception desk clerks at Japanese dental clinics

Y. Kamagahara, S. Jin, X. Lu, T. Takeda, N. Kida, T. Hara and T. Ota, Japan/USA 692

6          A taxonomic classification for advertising design and development process based on concurrent engineering

D. Reyes Sanjuán and R. Peña-Baena Niebles, Colombia 946

7          Program entrepreneurship and innovation: Education as the core of Innovation

D. Garcia, A. Leles and R. Romano, Brazil

9 Cross-Cultural Collaboration and Its Challenges

Chair: C. Leitner, Austria

1          Patterns of change. A study of the relation between the development of electronic governance, actors, institutions, and organizations

N. Leosk, Estonia 1757

2          Study of the difference in the movement of experienced and inexperienced persons in Japanese bowing

T. Takeda, Y. Kamagahara, X. Lu, N. Kida, T. Hara and T. Ota, Japan/USA 682

3          The study of the effect verification of Japanese bowing and customer reaction in the Japanese wedding industry

S. Takami, N. Kida and T. Ota, Japan 1081

4          Ethical issues in online education

D. Satterfield and S. Kelle, USA 1646

5          Value co-creation during service encounters to enhance value experience

D. Nielsen, Y. Lin and A. White, UK 1585

6          The consonance between smart cities and creative cities – how culture, creativity and social practices can assist in better urban development

C. Souza and L. Pereira, Brazil


10 Evaluation of Services: Methods, Tools and Approaches to Enhance Quality and Operational Sustainability of Services

Chair: E. Lee, Norway, and W. Ganz, Germany

1          Describing service performances: What are the challenges?

E. Lee, Norway 1596

2          A field evaluation: The effects of rear-camera-on mode for texting while walking

X. Kong, S. Xiong, S. Xiong, Z. Zhu and G. Long, USA 624

3          A method to detect problems in information display design of fast food restaurants based on customers’ eye movement data

H. Aoki and S. Suzuki, Japan 730

4          An assessment of the occupational noise exposure of toll tellers along the North Luzon Expressway

M. J. Fider, M. A. Naguit, M. J. R. Orata and B. Custodio, Philippines 907

5          An integrated approach for measuring and managing quality of smart senior care services

J. Neuhuettler, W. Ganz and J. Liu, Germany/China 552

6          The Impact of Reviews and Average Rating on Hotel-Booking Intention: A Qualitative Study

Anne Mette Jessen, Line Buus, Charlotte Jensen, Lotte Jørgensen, Jeanette Laursen and Lars Bo Larsen Denmark 1916

7          City of things: Turning smart cities into hubs for IoT innovation

D. Meersman, Belgium

11 Centrality of Human-Side in Services: The Interface of Disruptive Technological Innovations and Consumer Face

Chair: R. Romano, Brazil

1          Value co-creation with customers: What affects the effective outcome?

B. Pathak and Y. L. Tan, UK 926

2          Reflecting Human Values in Service Design
Ravi Mahamuni, Shivani Sharma, Pramod Khambete, and Ravi Mokashi-Punekar, India 1935

3          From the University to Smart Cities – how engineers can construct better cities in BRIC’s countries: a real case from Smart Campus FACENS

L. Pinto and R. Romano, Brazil 2043

4           How a Fab Lab can drive ordinary people to become engineering enthusiasts and help society to become better

Adriano Pila, Brazil 2044

5         Dilligrocery: Future of E-commerce

K.Periyathambi and P. Keshri, India 219

12  HSSE Planning Session

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