Service Science

Cognitive and Emotional Load Influence Response Time of Service Agents: A Large Scale Analysis of Chat Service Conversations

Anat Rafaeli, Technion Research and Development Foundation
Daniel Altman, Technion - Israel Institute of Technology
Galit Yom-Tov, Technion - Israel Institute of Technology

Grand Wailea, Hawaii

12:00 AM - 12:00 AM

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Digital Service: Technological Agency in Service Systems

Daniel Pakkala, VTT Technical Research Centre of Finland
Jim Spohrer, IBM

Grand Wailea, Hawaii

12:00 AM - 12:00 AM

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Introduction to the Minitrack on Service Science

Paul Maglio, University of California, Merced
Fu-ren Lin, National Tsing Hua University
Michael Shaw, University of Illinois at Urbana-Champaign

Grand Wailea, Hawaii

12:00 AM - 12:00 AM

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On the Impact of the Customer Base on the Added Value through System-Oriented Service Delivery in Industrial Maintenance

Clemens Wolff, Karlsruhe Institute of Technology
Melanie Reuter-Oppermann, Karlsruhe Institute of Technology
Niklas Kühl, Karlsruhe Institute of Technology

Grand Wailea, Hawaii

12:00 AM - 12:00 AM

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Robotic Psychology. What Do We Know about Human-Robot Interaction and What Do We Still Need to Learn?

Ruth Stock, Technische Universität Darmstadt
Mai Anh Nguyen, Technical University Darmstadt

Grand Wailea, Hawaii

12:00 AM - 12:00 AM

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Service Ecosystems Emergence and Interaction: A Simulation Study

Satoru Fujita, Hosei University
Claudia Vaughan, University of Hawaii at Manoa
Stephen L. Vargo, University of Hawaii at Manoa

Grand Wailea, Hawaii

12:00 AM - 12:00 AM

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