Session Descriptions 2018

Plenary Session 1


Session 2: Gamification in Service Engineering

Session Co-Chairs: Freimut Bodendorf and Christian Zagel, Germany

Many new services und service-based business models follow the idea of exploiting “big data” to provide added value to the customer. A lot of research and progress has been made in the corresponding field of service engineering. For example, methods and tools coming from Artificial Intelligence like Machine Learning have been successfully utilized. However, the human side of service innovation is often neglected. Managing business data, controlling analytics, interpreting results, drawing conclusions, etc. are tasks in the context of innovative services that still rely on human decision making. Smart and highly automated data-driven services require human understanding, trust and application knowledge to be accepted and applied in the right way. This session deals with challenges and solutions of service innovation that bring together sophisticated data engineering and related human influencing factors.

Session 3: Ethics in services

Session Chair: Shrikant Parikh, India

A global concern in 21st century has been building organizations which have courage to design, build and offer ethically created services (and goods). The central challenge is the character of the human beings who are in charge of those services either as architects or as participants in service-value co-creation process or as operators of the businesses offering those services.

With human being playing the central role in world of services, ethical make-up (“character”) of those human beings play a central role. “Ethics in services” essentially can be redefined as “ethics and character in human beings who are playing a key role in the service creation and offering process”.

The subject matter of “Business Ethics” – which is in vogue these days – to a large extent, in reality revolves around ethics in service industry. This is simply because service industry constitutes the majority component of the major economies. Moreover, the service industries, more than the other kind, is more human-centric and therefore more prone to ethical transgressions of the human beings participating in service-industries. The study of Business Ethics has to recognise the centrality of the Ethics in Services.

Therefore, it is all more important to study and share research in area of ethics in services, especially in a conference dedicated to the Human Side of Services.

This session proposes to focus on the following topics:

  • How w to cultivate ethical service business leaders? Cases and methodologies in successful nurturing of ethical service-business leaders.
  • How to create corruption-proof service design? Patterns of corruption-proof services design.
  • Patterns observed in fate of unethical service offerings and in fate of organizations offering those.
  • Ethics dividend in services. How to measure it? How to quantify it? Cases in ethics dividend in services
  • Global trends relevant to ethics in service industries
  • Ethics issues in general

Session 4: Panel discussion: User experience design in inclusive service design

Panel Moderators: Debra Satterfield and Troy Abel, USA

This panel invites talks and papers from academia, government, and industry that address the growing need for user experience design in inclusive service design.  It will explore how the needs of all people are being identified and incorporated into the design of services and user experiences. It will also examine best practices for inclusive service design, use of technology to enhance user experience, new methodologies for usability testing, and innovation practices in industry and education. Some examples include:

  • How is technology making service systems more accessible or inclusive?
  • How are non-traditional user groups such as those with physical or cognitive disabilities or aging being considered in service design?
  • How are new tools, AIs, or technologies being incorporated to enhance the user experience of service systems?
  • How can large organizations or businesses benefit from inclusive service design?
  • How are we educating service design practitioners to design better and more inclusive services?
  • How will inclusive services increase jobs in our economy or improve lives?
  • How do we design for inclusive services to meet the needs of diverse audiences?
  • How can we incorporate diverse audiences as collaborators in the service design process?
  • How can usability testing methods and human center design be applied to alternative audiences?

Session 5: The societal impact of the use of artificial intelligence in the public sector

Session Chair: Christine Leitner, UK

Technological innovation has shaped and transformed society over the course of history. Innovations such as the internet and the mobile phone have emerged and wrought profound changes on societies across the globe within the space of only a few decades. And there are still more disruptive technologies on the horizon, such as Artificial Intelligence (AI). But we still need to fully understand the governance challenges that come along as technology advances at an unprecedented pace, in particular legality, legitimacy, transparency and accountability. The session will explore the opportunities, risks and potential societal impacts of the use of AI in the public service based on research and experience with use cases in the private and public sector.

Session 6: Challenges and Opportunities designing Smart Service Systems

Session Chair: Walter Ganz, Germany

In recent years, the term “Smart Services” became a famous term regarding the usage of Service platforms and other new technologies designing new services offerings. Smart Services describe data-based, individually configurable bundles of physically delivered services, electronic services as well as physical products and devices, which are usually performed on integrated service platforms. In almost all service sectors data-based solutions and service offers are on the rise. We invite talks and papers from industry, academia, and government policy makers on the topic of the future of Smart Services from different industries.

• Service systems engineering approaches for the design of Smart Service Platforms.
• Challenges in Quality Management for Smart Services.
• Requirement approaches for the internationalisation of Smart Services.
• Practices and cultures that supporting the Servitization and create innovative Smart Services.
• How about the critical success factors, for instances Performance indicators in the shift to Smart Services?
• Crafting data driven Business Model Innovation – focusing on customer’s outcomes.
• Redesign the Smart Service Value Chain – aligning resources and partners.
• The role of new Technology , Big Data, AI designing better Smart Service solutions.
•Other topics related to professional development of Smart Services.

Session 7: The Human Side of a Smart and Sustainable City

Session Chair: Regiane Relva Romano, Brazil

The session pretends to debate the challenges faced by our cities, encourage out of the box thinking and inspire a worldwide call for action in order to develop solution for more sustainable and smarter cities, applying technology, innovation and engineering to provide a better governance, economy, living, engagement, mobility, cybersecurity, data protection and privacy, new business model, entrepreneurship, sustainability, circular economy, health, wellbeing, infrastructure, ICT, education, urbanization, transportation, and others to offer a better quality of life.