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Exploring Service Science

10th International Conference, IESS 2020, Porto, Portugal, February 5–7, 2020, Proceedings

  • Conference proceedings
  • © 2020

Overview

Editors:
  1. Henriqueta Nóvoa

    1. University of Porto, Porto, Portugal

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  2. Monica Drăgoicea

    1. University Politehnica of Bucharest, Bucharest, Romania

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    You can also search for this editor in PubMed   Google Scholar

  3. Niklas Kühl

    1. Karlsruhe Institute of Technology (KIT), Karlsruhe, Germany

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    You can also search for this editor in PubMed   Google Scholar

Part of the book series: Lecture Notes in Business Information Processing (LNBIP, volume 377)

Included in the following conference series:

Conference proceedings info: IESS 2020.

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Table of contents (28 papers)

  1. Front Matter

    Pages i-xi
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  2. Customer Experience

    1. Front Matter

      Pages 1-1
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    2. Customer Experience Literature Analysis Based on Bibliometry

      • Jorge Henrique O. Silva, Glauco Henrique S. Mendes, Paulo A. Cauchick-Miguel, Marlene Amorim
      Pages 3-20

    3. On Finding the Voice of the Customer in the Digital Traces of the Michelin-Star Gastronomy Experience: Unveiling Insights for Service Design

      • Jesús Alcoba, Susan Mostajo, Rowell Paras, Romano Angelico Ebron, Adela Balderas-Cejudo
      Pages 21-34

    4. Quality and Efficiency Evaluation of Airlines Services

      • Agnese Rapposelli, Stefano Za
      Pages 35-46

    5. Reducing the Expectation-Performance Gap in EV Fast Charging by Managing Service Performance

      • Stephanie Halbrügge, Lars Wederhake, Linda Wolf
      Pages 47-61

  3. Data Analytics in Service

    1. Front Matter

      Pages 63-63
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    2. Collaborative Recommendations with Deep Feed-Forward Networks: An Approach to Service Personalization

      • Giovanni Luca Cascio Rizzo, Marco De Marco, Pasquale De Rosa, Luigi Laura
      Pages 65-78

    3. Empirical Analysis of Call Center Load & Service Level for Shift Planning

      • Yuval Cohen, Joao Reis, Marlene Amorim
      Pages 79-91

    4. Enabling System-Oriented Service Delivery in Industrial Maintenance: A Meta-method for Predicting Industrial Costs of Downtime

      • Clemens Wolff, Niklas Kühl, Gerhard Satzger
      Pages 92-106

    5. Half-Empty or Half-Full? A Hybrid Approach to Predict Recycling Behavior of Consumers to Increase Reverse Vending Machine Uptime

      • Jannis Walk, Robin Hirt, Niklas Kühl, Erik R. Hersløv
      Pages 107-120

    6. Predicting Market Basket Additions as a Way to Enhance Customer Service Levels

      • Vera L. Migueis, Ricardo Teixeira
      Pages 121-134

  4. Emerging Service Technologies

    1. Front Matter

      Pages 135-135
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    2. Artificial Intelligence Theory in Service Management

      • João Reis, Paula Espírito Santo, Nuno Melão
      Pages 137-149

    3. Conceptualizing the Role of Blockchain Technology in Digital Platform Business

      • Tim Schulze, Stefan Seebacher, Fabian Hunke
      Pages 150-163

    4. Towards a Better Understanding of Smart Services - A Cross-Disciplinary Investigation

      • Ana Kuštrak Korper, Maren Purrmann, Kristina Heinonen, Werner Kunz
      Pages 164-173

    5. Service Robots in the Hospitality Industry: An Exploratory Literature Review

      • Ana Rosete, Barbara Soares, Juliana Salvadorinho, João Reis, Marlene Amorim
      Pages 174-186

    6. Understanding FinTech Ecosystem Evolution Through Service Innovation and Socio-technical System Perspective

      • Paola Castro, José Pedro Rodrigues, Jorge Grenha Teixeira
      Pages 187-201

    7. Understanding the Impact of Artificial Intelligence on Services

      • Pedro Ferreira, Jorge Grenha Teixeira, Luís F. Teixeira
      Pages 202-213

  5. Service Design and Innovation

    1. Front Matter

      Pages 215-215
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Other volumes

  1. Exploring Service Science

Keywords

About this book

This book constitutes the proceedings of the 10th International Conference on Exploring Service Science, IESS 2020, held in Porto, Portugal, in February 2020.

The 28 papers presented in this volume were carefully reviewed and selected from 42 submissions. The book includes papers that extend the view on different concepts related to the development of the Service Science domain of study, applying them to frameworks, advanced technologies, and tools for the design of new, digitally-enabled service systems. This book is structured in six parts, based on the six main conference themes, as follows: Customer Experience, Data Analytics in Service, Emerging Service Technologies, Service Design and Innovation, Service Ecosystems, and Service Management.

Editors and Affiliations

  • University of Porto, Porto, Portugal

    Henriqueta Nóvoa

  • University Politehnica of Bucharest, Bucharest, Romania

    Monica Drăgoicea

  • Karlsruhe Institute of Technology (KIT), Karlsruhe, Germany

    Niklas Kühl

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