Editors:

Yoshinori Hara⁰,
Dimitris Karagiannis¹

Yoshinori Hara
1. Graduate School of Management, Kyoto University, Kyoto, Japan
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Dimitris Karagiannis
1. Research Group Knowledge Engineering, University of Vienna, Vienna, Austria
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Includes supplementary material: sn.pub/extras

Part of the book series: Lecture Notes in Computer Science (LNCS, volume 10371)

Part of the book sub series: Programming and Software Engineering (LNPSE)

Conference series link(s): ICServ: International Conference on Serviceology

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Conference proceedings info: ICServ 2017.

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Table of contents (21 papers)

Front Matter

Pages I-XV

PDF
Human-Centered Service
1. Front Matter
  
  Pages 1-1
  
  PDF
2. Analysing and Computing the Risk of Customer Integration for a Service Provider
  
  Wolfgang Seiringer
  
  Pages 3-14
3. Shift Scheduling to Improve Customer Satisfaction, Employee Satisfaction and Management Satisfaction in Service Workplace Where Employees and Robots Collaborate
  
  Takashi Tanizaki, Takeshi Shimmura, Nobutada Fujii
  
  Pages 15-25
4. Application-Driven Product-Service System Configuration: Customer-Centered Strategy
  
  Alexander Smirnov, Nikolay Shilov, Andreas Oroszi, Mario Sinko, Thorsten Krebs
  
  Pages 26-37
5. Consumers’ Responses to Service Failures and Recoveries
  
  Julie A. Edell
  
  Pages 38-45
6. Analyzing an Ecosystem for Complex Consumer Services
  
  Mirjana Radonjic-Simic, Frank Wolff, Dennis Pfisterer
  
  Pages 46-52
Customer Satisfaction
1. Front Matter
  
  Pages 53-53
  
  PDF
2. Approaches for Sustaining Cultural Resources by Adapting Diversified Context of Customers in Tourism: Comparison Between Japanese and Slovenian Cases
  
  Hisashi Masuda, Dejan Krizaj, Hideyuki Sakamoto, Kotaro Nakamura
  
  Pages 55-63
3. An Economic Lab Experiment for the Best Offer and Approval in Face-to-Face Service Interaction Situation
  
  Kenju Akai, Keiko Aoki, Kenta Onoshiro
  
  Pages 64-74
4. Development of a Three-Stage Public Observation Service System Model with Logics for Observation/Assessment
  
  Satoko Tsuru, Maki Kariyazaki
  
  Pages 75-87
Service Innovation and Marketing
1. Front Matter
  
  Pages 89-89
  
  PDF
2. An Analysis of the Cognitive Processes Related to “Service Awareness” of Cabin Attendants
  
  Ryo Fukushima, Koji Tachioka, Tatsunori Hara, Jun Ota, Yuki Tsuzaka, Narito Arimitsu
  
  Pages 91-100
3. Automating Motivation: A Workplace Analysis of Service Technicians and the Motivational Impact of Automated Assistance
  
  Katja Gutsche, Jennifer Griffith
  
  Pages 101-108
4. Stiction-Free Learning Method for Service Design Beginner
  
  Atsunobu Kimura, Koki Kusano, Ryo Ymamashita, Yurika Katagiri
  
  Pages 109-120
5. A Proposal of a Visualization Method for Service Ideas Using Paper Card Based-Fieldwork
  
  Kazutoshi Sakaguchi, Nobuyuki Kobayashi, Aki Nakamoto, Seiko Shirasaka
  
  Pages 121-134
6. Introduction to a Service Prototyping Tool Box
  
  Abdul Rahman Abdel Razek, Christian van Husen, Saed Imran
  
  Pages 135-143
7. Lab-Forming Fields and Field-Forming Labs
  
  Takeshi Kurata, Ryosuke Ichikari, Ching-Tzun Chang, Masakatsu Kourogi, Masaki Onishi, Takashi Okuma
  
  Pages 144-149
Service Design
1. Front Matter
  
  Pages 151-151
  
  PDF
2. A Modelling Method for Digital Service Design and Intellectual Property Management Towards Industry 4.0: CAxMan Case
  
  Nesat Efendioglu, Robert Woitsch
  
  Pages 153-163

Other Volumes

Serviceology for Services

About this book

This book constitutes the refereed proceedings of the 5th International Conference on Serviceology for Services, held in Vienna, Austria, in July 2017.

The 21 full papers and one tutorial paper presented in this volume were carefully reviewed and selected from 75 submissions. The papers are organized around the following topics: human-centered service; customer satisfaction; service innovation and marketing; service design.

Keywords

Editors and Affiliations

Graduate School of Management, Kyoto University, Kyoto, Japan

Yoshinori Hara
Research Group Knowledge Engineering, University of Vienna, Vienna, Austria

Dimitris Karagiannis

Bibliographic Information

Book Title: Serviceology for Services
Book Subtitle: 5th International Conference, ICServ 2017, Vienna, Austria, July 12-14, 2017, Proceedings
Editors: Yoshinori Hara, Dimitris Karagiannis
Series Title: Lecture Notes in Computer Science
DOI: https://doi.org/10.1007/978-3-319-61240-9
Publisher: Springer Cham
eBook Packages: Computer Science, Computer Science (R0)
Copyright Information: Springer International Publishing AG 2017
Softcover ISBN: 978-3-319-61239-3Published: 04 July 2017
eBook ISBN: 978-3-319-61240-9Published: 30 June 2017
Series ISSN: 0302-9743
Series E-ISSN: 1611-3349
Edition Number: 1
Number of Pages: XV, 237
Number of Illustrations: 87 b/w illustrations
Topics: Software Engineering, Information Systems Applications (incl. Internet), Management of Computing and Information Systems, IT in Business, Computer Communication Networks, Information Storage and Retrieval

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Table of contents (21 papers)

Front Matter

Human-Centered Service

Front Matter

Customer Satisfaction

Front Matter

Service Innovation and Marketing

Front Matter

Service Design

Front Matter

Other Volumes

Serviceology for Services

About this book

Keywords

Editors and Affiliations

Graduate School of Management, Kyoto University, Kyoto, Japan

Research Group Knowledge Engineering, University of Vienna, Vienna, Austria

Bibliographic Information

Publish with us

Buy it now

Buying options

Other ways to access

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