Advances in Service Science

1. Front Matter

   Pages i-ix

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2. The Inmate Transportation Problem and Its Application in the PA Department of Corrections

   • Anshul Sharma, Mohammad Shahabsafa, Tamás Terlaky

   Pages 1-10

3. Robust Modality Selection in Radiotherapy

   • Sevnaz Nourollahi, Archis Ghate, Minsun Kim

   Pages 11-20

4. Incentive-Based Rebalancing of Bike-Sharing Systems

   • Samarth J. Patel, Robin Qiu, Ashkan Negahban

   Pages 21-30

5. A T-shaped Measure of Multidisciplinarity in Academic Research Networks: The GRAND Case Study

   • David Turner, Diego Serrano, Eleni Stroulia, Kelly Lyons

   Pages 31-41

6. A Framework for Delivering Service Differentiation Through Operating Segments: Research Opportunities and Implementation Challenges

   • Morris A. Cohen, Jose A. Guajardo

   Pages 43-52

7. Higher Education as a Service: The Science of Running a Lean Program in International Business

   • Joan Lofgren, Oleg V. Pavlov, Frank Hoy

   Pages 53-60

8. A Hypergraph-Based Modeling Approach for Service Systems

   • Mahei Manhai Li, Christoph Peters, Jan Marco Leimeister

   Pages 61-72

9. Zone of Optimal Distinctiveness: Provider Asset Personalization and the Psychological Ownership of Shared Accommodation

   • Anita D. Bhappu, Sabrina Helm

   Pages 73-81

10. Data Mining Methods for Describing Federal Government Career Trajectories and Predicting Employee Separation

    • Kimberly Healy, Dan Lucas, Cherilyn Miller

    Pages 83-94

11. Using the Service Science Canvas to Understand Institutional Change in a Public School System

    • Shari Weaver, Oleg Pavlov

    Pages 95-104

12. Data-Driven Capacity Management with Machine Learning: A Novel Approach and a Case-Study for a Public Service Office

    • Fabian Taigel, Jan Meller, Alexander Rothkopf

    Pages 105-115

13. Harnessing Big Data and Analytics Solutions in Support of Smart City Services

    • Shailesh Kumar Pandey, Mohammad Tariq Khan, Robin G. Qiu

    Pages 117-128

14. The Pay Equity Dilemma Women Face Around the World

    • H. Muge Yayla-Kullu, Lana McMurray

    Pages 129-137

15. Project and Resource Optimization (PRO) for IT Service Delivery

    • Haitao Li, Cirpriano A. Santos

    Pages 139-150

16. A Unified Framework for Specifying Cost Models of IT Service Offerings

    • Kugmoorthy Gajananan, Aly Megahed, Shubhi Asthana, Taiga Nakamura

    Pages 151-160

17. Toward a Context-Aware Serendipitous Recommendation System

    • Changhun Lee, Gyumin Lee, Chiehyeon Lim

    Pages 161-168

18. Analysis of Service Execution in the On-line Sports Gambling Industry

    • James Roche, Pezhman Ghadimi, Vincent Hargaden

    Pages 169-180

19. Decision Modeling in Service Science

    • Ralph D. Badinelli

    Pages 181-191

20. Predicting Call Center Performance with Machine Learning

    • Siqiao Li, Qingchen Wang, Ger Koole

    Pages 193-199

This volume offers the state-of-the-art research and developments in service science and related research, education and practice areas. It showcases emerging technology and applications in fields including healthcare, information technology, transportation, sports, logistics, and public services. Regardless of size and service, a service organization is a service system. Because of the socio-technical nature of a service system, a systems approach must be adopted to design, develop, and deliver services, aimed at meeting end users' both utilitarian and socio-psychological needs. Effective understanding of service and service systems often requires combining multiple methods to consider how interactions of people, technology, organizations, and information create value under various conditions. The papers in this volume highlight ways to approach such technical challenges in service science and are based on submissions from the 2018 INFORMS International Conference on Service Science.

• Service Science
• Smart Service
• Smart Service and Systems
• Service Systems Modeling
• Service Operations
• Service Operations and Management
• Service Analytics
• Machine Learning
• Service Research
• Service Management
• Service Systems
• Smart Cities
• Big Data
• Service Science Research

• Department of Industrial Engineering, Pennsylvania State University, University Park, USA

  Hui Yang

• Division of Engineering and Information Science, Pennsylvania State University, Malvern, USA

  Robin Qiu

Hui Yang is the Harold and Inge Marcus Career Associate Professor in the Harold and Inge Marcus Department of Industrial and Manufacturing Engineering at The Pennsylvania State University, University Park, PA. Prior to joining Penn State in 2015, he was an Assistant Professor in the Department of Industrial and Management Systems Engineering at the University of South Florida from 2009 to 2015. Dr. Yang's research interests focus on sensor-based modeling and analysis of complex systems for process monitoring, process control, system diagnostics, condition prognostics, quality improvement, and performance optimization.



Robin Qiu, tenured full Professor of Information Science, teaches a variety of courses including Predictive Analytics, Management Science, Business Process Management, Decision Support Systems, Project Management, Enterprise Integration, Enterprise Service Computing, Software Engineering, Web-based Systems, Distributed Systems, Computer Architecture/SOA, Computer Security, Web Security, Operations Research, and System Engineering. He holds a Ph.D. in Industrial Engineering and a Ph.D. (minor) in Computer Science both from The Pennsylvania State University. Dr. Qiu’s research interests include Big Data, Data/Business Analytics, Smart Service Systems, Service Science, Service Operations and Management, Information Systems, and Manufacturing and Supply Chain Management.

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