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IESS 2020: Porto, Portugal

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Maria Henriqueta Nóvoa, Monica Dragoicea, Niklas Kühl:
Exploring Service Science - 10th International Conference, IESS 2020, Porto, Portugal, February 5-7, 2020, Proceedings. Lecture Notes in Business Information Processing 377, Springer 2020, ISBN 978-3-030-38723-5

Customer Experience

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  - conf/icexss/SilvaMMA20
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Jorge Henrique O. Silva, Glauco Henrique de Sousa Mendes, Paulo A. Cauchick Miguel, Marlene Amorim:
Customer Experience Literature Analysis Based on Bibliometry. 3-20
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  - conf/icexss/AlcobaMPEB20
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Jesús Alcoba, Susan Mostajo, Rowell Paras, Romano Angelico Ebron, Adela Balderas-Cejudo:
On Finding the Voice of the Customer in the Digital Traces of the Michelin-Star Gastronomy Experience: Unveiling Insights for Service Design. 21-34
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  - conf/icexss/RapposelliZ20
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Agnese Rapposelli, Stefano Za:
Quality and Efficiency Evaluation of Airlines Services. 35-46
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  - conf/icexss/HalbruggeWW20
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Stephanie Halbrügge, Lars Wederhake, Linda Wolf:
Reducing the Expectation-Performance Gap in EV Fast Charging by Managing Service Performance. 47-61

Data Analytics in Service

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  - conf/icexss/RizzoMRL20
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Giovanni Luca Cascio Rizzo, Marco De Marco, Pasquale De Rosa, Luigi Laura:
Collaborative Recommendations with Deep Feed-Forward Networks: An Approach to Service Personalization. 65-78
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  - conf/icexss/CohenRA20
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Yuval Cohen, João Reis, Marlene Amorim:
Empirical Analysis of Call Center Load & Service Level for Shift Planning. 79-91
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  - conf/icexss/WolffKS20
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Clemens Wolff, Niklas Kühl, Gerhard Satzger:
Enabling System-Oriented Service Delivery in Industrial Maintenance: A Meta-method for Predicting Industrial Costs of Downtime. 92-106
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  - conf/icexss/WalkHKH20
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Jannis Walk, Robin Hirt, Niklas Kühl, Erik R. Hersløv:
Half-Empty or Half-Full? A Hybrid Approach to Predict Recycling Behavior of Consumers to Increase Reverse Vending Machine Uptime. 107-120
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  - conf/icexss/MigueisT20
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Vera L. Miguéis, Ricardo Teixeira:
Predicting Market Basket Additions as a Way to Enhance Customer Service Levels. 121-134

Emerging Service Technologies

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João Reis, Paula Espírito Santo, Nuno Melão:
Artificial Intelligence Theory in Service Management. 137-149
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  - conf/icexss/SchulzeSH20
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Tim Schulze, Stefan Seebacher, Fabian Hunke:
Conceptualizing the Role of Blockchain Technology in Digital Platform Business. 150-163
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  - conf/icexss/KorperPHK20
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Ana Kustrak Korper, Maren Purrmann, Kristina Heinonen, Werner Kunz:
Towards a Better Understanding of Smart Services - A Cross-Disciplinary Investigation. 164-173
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  - conf/icexss/RoseteSSRA20
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Ana Rosete, Bárbara Soares, Juliana Salvadorinho, João Reis, Marlene Amorim:
Service Robots in the Hospitality Industry: An Exploratory Literature Review. 174-186
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  - conf/icexss/CastroRT20
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Paola Castro, José Pedro Rodrigues, Jorge Grenha Teixeira:
Understanding FinTech Ecosystem Evolution Through Service Innovation and Socio-technical System Perspective. 187-201
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  - conf/icexss/FerreiraTT20
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Pedro Ferreira, Jorge Grenha Teixeira, Luís F. Teixeira:
Understanding the Impact of Artificial Intelligence on Services. 202-213

Service Design and Innovation

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  - conf/icexss/EndersMSS20
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Tobias Enders, Dominik Martin, Garish Gagan Sehgal, Ronny Schüritz:
Igniting the Spark: Overcoming Organizational Change Resistance to Advance Innovation Adoption - The Case of Data-Driven Services. 217-230
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  - conf/icexss/BanicaP20
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Bianca Banica, Lia Patrício:
Service Design for Business Process Reengineering. 231-244
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  - conf/icexss/LimaT20
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Laís Lima, Jorge Grenha Teixeira:
The SDCS Method: A New Service Design Method for Companies Undergoing a Servitization Process. 245-258
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  - conf/icexss/TorresM20
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Ana Torres, Cátia Miranda:
Understanding Service Design and Design Thinking Differences Between Research and Practice: An Empirical Study. 259-272
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  - conf/icexss/StollWRBBG20
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Oliver Stoll, Shaun West, Mario Rapaccini, Cosimo Barbieri, Andrea Bonfanti, Andrea Gombac:
Upgrading the Data2Action Framework: Results Deriving from Its Application in the Printing Industry. 273-286

Service Ecosystems

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Jolita Ralyté, Michel Léonard:
Tiers-Lieu for Services: An Exploratory Approach to Societal Progression. 289-303
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  - conf/icexss/BadawiCBD20
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Salem Badawi, Sorin N. Ciolofan, Nabil Georges Badr, Monica Dragoicea:
A Service Ecosystem Ontology Perspective: SDG Implementation Mechanisms in Public Safety. 304-318
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  - conf/icexss/CamanhoSHB20
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Ana S. Camanho, Mafalda C. Silva, Isabel M. Horta, Flávia Barbosa:
Benchmarking the Metabolism of European Union Countries to Promote the Continuous Improvement of Service Ecosystems. 319-333
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  - conf/icexss/TeixeiraMFNC20
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Jorge Grenha Teixeira, Vera L. Miguéis, Marta Campos Ferreira, Maria Henriqueta Nóvoa, João Falcão e Cunha:
Ten Years Exploring Service Science: Looking Back to Move Forward. 334-346
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  - conf/icexss/MeierhoferWRB20
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Jürg Meierhofer, Shaun West, Mario Rapaccini, Cosimo Barbieri:
The Digital Twin as a Service Enabler: From the Service Ecosystem to the Simulation Model. 347-359

Service Management

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  - conf/icexss/CarrubboDHMZ20
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Luca Carrubbo, Monica Dragoicea, Xhimi Hysa, Antonietta Megaro, Besjon Zenelaj:
Is There a Relationship of Interdependence Between Resilience, Viability and Competitiveness? Ditron Ltd. Case-Study. 363-376
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  - conf/icexss/BorangiuORIAA20
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Theodor Borangiu, Virginia Ecaterina Oltean, Silviu Raileanu, Iulia Iacob, Silvia Anton, Florin Daniel Anton:
Modelling Service Processes as Discrete Event Systems with ARTI-Type Holonic Control Architecture. 377-390
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  - conf/icexss/ProencaPT20
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Teresa Proença, João F. Proença, Inês Teixeira:
The Role of Error Management Culture and Leadership on Failures and Recovery in Services. 391-398

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