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Exploring Service Science Henriqueta Novoa

Exploring Service Science By Henriqueta Novoa

Exploring Service Science by Henriqueta Novoa

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Summary

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.

Exploring Service Science Summary

Exploring Service Science: 10th International Conference, IESS 2020, Porto, Portugal, February 5-7, 2020, Proceedings by Henriqueta Novoa

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.

Table of Contents

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 Intelligence Theory 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.

Additional information

NLS9783030387235
9783030387235
3030387232
Exploring Service Science: 10th International Conference, IESS 2020, Porto, Portugal, February 5-7, 2020, Proceedings by Henriqueta Novoa
Henriqueta Novoa
Lecture Notes in Business Information Processing
New
Paperback
Springer Nature Switzerland AG
2020-01-07
400
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
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