Exploring Service Science

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

AvHenriqueta Nóvoa,Monica Drăgoicea

Häftad, Engelska, 2020

Del 377 i serien Lecture Notes in Business Information Processing

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Beskrivning

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.

Produktinformation

Utgivningsdatum:2020-01-07
Mått:155 x 235 x 23 mm
Vikt:622 g
Format:Häftad
Språk:Engelska
Serie:Lecture Notes in Business Information Processing
Antal sidor:400
Förlag:Springer Nature Switzerland AG
ISBN:9783030387235

Utforska kategorier

Databaser inom Data och IT
Affärsförhandlingar inom Ekonomi och Ledarskap
Tillämpad datateknik inom Data och IT

Innehållsförteckning

Customer Experience.- Customer experience literature analysis based on bibliometry.- On Finding the Voice of the Customer in the Digital Traces of the Michelin-Star Gastronomy Experience: Unveiling Insights for Service Design.- Quality and efficiency evaluation of airlines services.- Reducing the Expectation-Performance Gap in EV Fast Charging by Managing Service Performance.- Data Analytics in Service.- Collaborative Recommendations with Deep Feed-Forward Networks: an Approach to Service Personalization.- Empirical Analysis of Call Center Load & Service Level for Shift Planning.- Enabling System-Oriented Service Delivery in Industrial Maintenance: A Meta-Method for Predicting Industrial Costs of Downtime.- Half-empty or half-full? A Hybrid Approach to Predict Recycling Behavior of Consumers to Increase Reverse Vending Machine Uptime.- Real-Time Prediction of Market Basket Additions as a Way to Enhance Customer Service Levels.- Emerging Service Technologies.- Artificial IntelligenceTheory in Service Management.- Conceptualizing the Role of Blockchain Technology in Digital Platform Business.- Towards a Better Understanding of Smart Services- a Cross-Disciplinary Investigation.- Service robots in the hospitality industry: An exploratory literature review.- Understanding FinTech ecosystem evolution through service innovation and socio-technical system perspective.- Understanding the Impact of Artificial Intelligence on Services.- Service Design and Innovation.- Igniting the Spark: Overcoming Organizational Change Resistance to Advance Innovation Adoption - The Case of Data-Driven Services.- Service Design for Business Process Reengineering.- The SDCS method: a new service design method for companies undergoing a servitization process.- Understanding Service Design and Design Thinking Differences Between Research and Practice: An Empirical Study.- Upgrading the Data2Action framework: results deriving from ist application in the printing industry.- Service Ecosystems.- Tiers-Lieu for Services: An Exploratory Approach to Societal Progression.- A Service Ecosystem Ontology Perspective: SDG Implementation Mechanisms in Public Safety.- Benchmarking the metabolism of European Union countries to promote the continuous improvement of service ecosystems.- Ten Years Exploring Service Science: Looking Back to Move Forward.- The Digital Twin as a Service Enabler: from the Service Ecosystem to the Simulation Model.- Service Management.- Is there a relationship of interdependence between resilience, viability and competitiveness? Ditron Ltd. case-study.- Modelling Service Processes as Discrete Event Systems with ARTI-Type Holonic Control Architecture.- The Role of Error Management Culture and Leadership on Failures and Recovery in Services.