2013 Fifth International Conference on Service Science and Innovation最新文献

{"title":"A Systematic Methodology for Service Innovation and Performance Measurement with a Home Service Case Study","authors":"Hao-Ping Lo, Pi-Lien Chiu, Ming‐Chuan Chiu","doi":"10.1109/ICSSI.2013.38","DOIUrl":"https://doi.org/10.1109/ICSSI.2013.38","url":null,"abstract":"Service innovation is known as a new path which can add value in current product or service so as to maintain competitive advantage of enterprises. However, there are only a few service innovation methods which simultaneously involve service innovation and performance evaluation. In this research, a new systematic approach that incorporates service blueprinting, Inter-Relationship Diagraph, SERVQUAL metrics, SCAMPER method, Data Envelopment Analysis (DEA) and Affinity Diagram is proposed. To illustrate the benefit of our method, a home service case is presented. The advantage of this research is that service innovation can be achieved systematically and DEA can be applied to screen the efficient service concepts.","PeriodicalId":125572,"journal":{"name":"2013 Fifth International Conference on Service Science and Innovation","volume":"69 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115667322","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Dynamic Multi-interface Services: An Application to the Design of a Multimedia Service","authors":"J. Teixeira, L. Patrício, Ko-Hsun Huang, Leonel Nóbrega, L. Constantine, R. Fisk","doi":"10.1109/ICSSI.2013.39","DOIUrl":"https://doi.org/10.1109/ICSSI.2013.39","url":null,"abstract":"The development and widespread market acceptance of recent technological devices, such as smart phones and tablets, poses new challenges and great opportunities for innovative service designs. In fact these devices no longer merely replicate the same functionalities in different contexts, they can also dynamically interact among themselves when in close proximity. Thus, this is a two-fold challenge for service designers, they must handle the additional points of contact between service providers and their customers independently, and also in combinations. In this paper we present the relevant concepts for designing multi-interface services, and also introduce the concept of dynamic service interfaces. We illustrate these dynamic service interfaces by presenting an application to the design of a new multimedia service. This service makes use of dynamic service interfaces to deliver an improved and innovative customer experience.","PeriodicalId":125572,"journal":{"name":"2013 Fifth International Conference on Service Science and Innovation","volume":"55 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116111992","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The Design of IT-Enabled Service Systems: Developing a Theory for Multi-agent Service Systems","authors":"Hsin-Lu Chang, M. Shaw","doi":"10.1109/ICSSI.2013.41","DOIUrl":"https://doi.org/10.1109/ICSSI.2013.41","url":null,"abstract":"In this paper, we aim to provide a methodology for designing IT-enabled service systems and specifically focus on front-end customer services. When the focus is on front-end customer services, the interactions among agents involved in the service system become predominant. A good service design should fit the needs of customers as well as bring values to service providers. However, agents usually have different perspectives toward the value propositions of service systems. While these agents involve in the value co-production process, how to design a service system that can balance among different value perspectives become a significant research issue. After defining critical components of IT-enabled service systems, we propose a service choice theory to resolve potential value conflicts in value co-production process and apply Arrow's impossibility theorem to strengthen our argument. A solution that applies quality function deployment framework is then proposed to achieve the fit between value components and service offerings. At last, we use the u-health service system in National Taiwan University Hospital to illustrate how our proposed methodology is applied to design an IT-enabled service system.","PeriodicalId":125572,"journal":{"name":"2013 Fifth International Conference on Service Science and Innovation","volume":"18 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131497784","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Improve the Design of Human-Computer Interface in Digital Games","authors":"Shuchun Ho, Bau-Yi Li","doi":"10.1109/ICSSI.2013.40","DOIUrl":"https://doi.org/10.1109/ICSSI.2013.40","url":null,"abstract":"The objective of this paper is to explore the priority of the improvement in respect of the users' requirements of digital game and to identify the engineering characteristics of Human-Computer Interface that can be better improved. Focused on the two most popular games (Massively Multiplayer Online Role Play Game and Action Game), this paper applies Quality Function Deployment to find out the priority of improvement which customers require, that is, customer attributes. To find out the correlation matrix of House of Quality, this paper analyzes the engineering characteristics of three human-computer interfaces and further conducted surveys among these experts. We found that the prioritized customer attributes that need to be improved first is the computer self efficacy in the massively multiplayer online role play games, while the action games needs to improve the controllability of the players. In addition, the engineering characteristic of human computer interfaces is instinctive control that should be improved first. The results provide theoretical and practical contributions that help the manufacturers to improve the human-computer interface design.","PeriodicalId":125572,"journal":{"name":"2013 Fifth International Conference on Service Science and Innovation","volume":"6 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"124195225","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Investigating Customer Loyalty in Service Failure-Recovery Encounter: The Moderating Role of Customer Coproduction","authors":"H. Kwan, N. Siu, T. Zhang","doi":"10.1109/ICSSI.2013.14","DOIUrl":"https://doi.org/10.1109/ICSSI.2013.14","url":null,"abstract":"More and more customers nowadays play an active role in service encounters in which they are engaged in service production process to co create value. For instance, customers can enjoy service either by cooperating with service firms or by having the firms do all the production work. The benefits of customer value co-creation in service context are well studied. However, little attention is given to examine customer co creation under service failure-recovery situation. Service failure and recovery are two important topics among academics and business leaders. Service failures occur when performance of service providers falls below customer's expectations, causing customers to elicit negative feelings and this ultimately leads to unfavorable behavioral intentions, and reduced re-patronage rate. Following service failure, recovery is as an essential mean to regain customer satisfaction. Prior studies have mainly focused on effects of service failure and recovery efforts on shaping customer perception and evaluation towards firms in service context. To advance our knowledge, this research will take an integrated approach to see how recovery (level of perceived justice and recovery effort) interacts with service failures in shaping customer responses towards service firms in a co-creation context. Customers can either co-create service or participate in service recovery. In the research, we propose that the level of customer co creation moderates the interactive effect of service failure and recovery on customer value, and in turn leads to customer loyalty. We argue that, following service failure, customers who are involved in service co creation will attribute blame for the failure to the firm less strongly than those who are not involved at all, as they partly hold responsibility for the failure. They are more likely to be satisfied with recovery of service firm. Second, when customers participate in recovery co-creation, they are more likely to be satisfied and perceive high level of value from recovery, and this leads to customer loyalty.","PeriodicalId":125572,"journal":{"name":"2013 Fifth International Conference on Service Science and Innovation","volume":"388 2 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114368452","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Attraction and Action: User Types for Blending Aesthetical and Functional Design","authors":"Tingyi S. Lin","doi":"10.1109/ICSSI.2013.32","DOIUrl":"https://doi.org/10.1109/ICSSI.2013.32","url":null,"abstract":"Visual-information design is capable not only of delivering messages to its viewers, but also of enhancing services that structure and represent concepts. This approach is a way to merge aesthetics and functionality into one design practice for fully meeting users' needs and satisfactions. From this design perspective, information that people will visualize should be accessible and understandable. Information satisfying these two criteria would have meaningful content that is self-explanatory enough to spark users' interest in seeing the information, to complement users' ability to understand it, and possibly to inspire the users further. That how to make the visual-information to be qualified falls not only onto the real practices, onto the general design theory that serves to enhance the visual-friendly nature of content for users, but also onto the understanding targeted users. Understanding your targeted users is the backbone of design processes from the very beginning to the end. This article addresses the preliminary stage in a robotic service and marketing experiment, where as to understand users' experience from their outer indication (behavior and reaction) and inner gain (information learned and perception). With visualization processes, information design solution, and Kolb's Learning Style, we defined (a) goal-oriented, (b) pioneer, (c) observer, and (d) risk-taker four user types. Those definitions and discussions provide important references for visual strategy development. As design rests on the processes of problem solving, user study rests on the processes of observing and understanding users for their needs, expectations and satisfactions. Aside from the information-design and commercial-design theories that can guide designers to ensure the representations are usable, legible and understandable, the user study can fill the gap in the theory and practice. It can also avoid the ambiguity of design details for sparking users' interest in access the interface and for inspiring them to activate further interaction.","PeriodicalId":125572,"journal":{"name":"2013 Fifth International Conference on Service Science and Innovation","volume":"32 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129748582","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Wish-Led Service Innovation Process: An Example of Innovative Bus Service System","authors":"D. Luh, Chi-Hua Wu, Kuo-Shu Chen","doi":"10.1109/ICSSI.2013.24","DOIUrl":"https://doi.org/10.1109/ICSSI.2013.24","url":null,"abstract":"Since invisible services became important issue, there are increasing needs to think about \"shaping\" ideal life, instead of reducing problems to refine current services, it is more about clarifying what people really wants, then provides it as fast as possible. Therefore, the thought of \"Negative to Positive\" or wish-led logic is proposed in this study, provides an approach to chase the \"ideal future that closest to reality\". On contrast with traditional idea of \"Negative to non-Negative\", wish-led logic broaden the space for innovation and leads to proactive Wish-led service design process, which containing five procedures and overall structure. The process is applied on designing new bus service system, and the outcome had been proven to be more innovative than existing concepts of mass transporting system, indicating that the process proposed is not just efficient, but can provide guidance for service innovation system development.","PeriodicalId":125572,"journal":{"name":"2013 Fifth International Conference on Service Science and Innovation","volume":"36 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121444467","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"A Novel Use of Big Data Analytics for Service Innovation Harvesting","authors":"A. Ghose, Evan D. Morrison, Yingzhi Gou","doi":"10.1109/ICSSI.2013.45","DOIUrl":"https://doi.org/10.1109/ICSSI.2013.45","url":null,"abstract":"Service innovation has assumed considerable significance with the growth of the services sectors of economies globally, yet progress has been slow in devising carefully formulated, systematic techniques to under pin service innovation. This paper argues that a novel approach to big data analytics offers interesting solutions in this space. The paper argues that the use of big data analytics for generating enterprise service insights is often ignored (while the extraction of insights about customers, the market and the enterprise context has received considerable attention). The paper offers a set of techniques (collectively referred to as innovation harvesting) which leverage big data in various forms, including object state sensor data, behaviour logs as well large-scale sources of open data such as the web to mine service innovation insights. The paper also outlines how systematic search might help overcome the limitations of big data analytics in this space.","PeriodicalId":125572,"journal":{"name":"2013 Fifth International Conference on Service Science and Innovation","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123084150","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The Strategic Emerging Industries' Development: A Service-Dominant Logic Perspective","authors":"Rich C. Lee","doi":"10.1109/ICSSI.2013.15","DOIUrl":"https://doi.org/10.1109/ICSSI.2013.15","url":null,"abstract":"Taiwan has launched the industrial optimization initiatives to reform six emerging industries and is expecting the industrial evolution from current goods-dominant into service-dominant view. This paper revisited the related theories and exhibits the findings from literatures through Topic Maps. It also demonstrates how Enterprise Architecture can help this industrial reformation from strategy planning to implementation details. The major contribution of this paper is to articulate how Service Science, Management, Engineering, and Design (SSMED) as a rigorous methodology to support significant business transformation.","PeriodicalId":125572,"journal":{"name":"2013 Fifth International Conference on Service Science and Innovation","volume":"16 2","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"113942335","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The Influence of Online Atmosphere on Perceived Quality, Satisfaction and Purchase Intention","authors":"Sharlin Chen, F. Cheng","doi":"10.1109/ICSSI.2013.26","DOIUrl":"https://doi.org/10.1109/ICSSI.2013.26","url":null,"abstract":"The purpose of this study is to examine the effect of online store atmosphere elements on consumer responses in terms of perceived product quality, information quality and satisfaction. More specific, an experimental design of online shopping website was established. The experiment was a 3 (website design: text/text plus product picture /text plus human picture) x 2 (website appeal: product describe/storytelling) between-subjects factorial design. The results indicated that (1) participants exposed to different website designs revealed significant different responses on perceived information quality, product and satisfaction. Among three conditions, text plus product picture resulted in more favorable responses than text only design, (2) website appeal did not result in significant responses, (3) text plus product picture with storytelling appeal resulted in the highest level of responses, followed by text plus human picture with storytelling appeal. Results from current study could offer possible direction for the website designer to build an ideal online shopping website with appropriate atmosphere factor.","PeriodicalId":125572,"journal":{"name":"2013 Fifth International Conference on Service Science and Innovation","volume":"26 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2013-05-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125630127","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}