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Serviceology for Services

5th International Conference, ICServ 2017, Vienna, Austria, July 12-14, 2017, Proceedings

  • Conference proceedings
  • © 2017

Overview

Editors:
  1. Yoshinori Hara

    1. Graduate School of Management, Kyoto University, Kyoto, Japan

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    You can also search for this editor in PubMed   Google Scholar

  2. Dimitris Karagiannis

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

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    You can also search for this editor in PubMed   Google Scholar

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

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

Included in the following conference series:

Conference proceedings info: ICServ 2017.

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Table of contents (21 papers)

  1. Front Matter

    Pages I-XV
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  2. Human-Centered Service

    1. Front Matter

      Pages 1-1
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    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

  4. Service Innovation and Marketing

    1. Front Matter

      Pages 89-89
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    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
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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.

Editors and Affiliations

  • Graduate School of Management, Kyoto University, Kyoto, Japan

    Yoshinori Hara

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

    Dimitris Karagiannis

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