Service Science

Can Service Robots Hamper Customer Anger and Aggression After a Service Failure?

Ruth Maria Stock, Technische Universität Darmstadt

12:00 AM

Capabilities for Digital Platform Survival: Insights from a Business-to-Business Digital Platform

Michael Blaschke, University of St.Gallen
Kazem Haki, University of St.Gallen
Stephan Aier, University of St.Gallen
Robert Winter, University of St.Gallen

12:00 AM

Cognition in the Era of Smart Service Systems: Inter-organizational Analytics through Meta and Transfer Learning

Robin Hirt, Karlsruhe Institute of Technology (KIT)
Niklas Kühl, Karlsruhe Institute of Technology (KIT)

12:00 AM

Innovative Technologies in Branded-Service Encounters: How Robot Characteristics Affect Brand Trust and Experience

Markus Blut, Aston University
Nancy Wünderlich, Paderborn University
Christian Brock, University of Rostock

12:00 AM

Nonownership Business Models in the Manufacturing Industry: The Role of Uncertainty and the Industrial Internet of Things

Maximilian Bock, Friedrich-Alexander-University Erlangen-Nürnberg, Chair of IT Management
Martin Wiener, Bentley University, Information and Process Management (IPM) Department

12:00 AM

Reconceptualizing Service Systems “ Introducing Service System Graphs

Mahei Manhai Li, University of Kassel
Christoph Peters, University of St.Gallen

12:00 AM

The Diverging Effect of Digitalization on Perceived Relational Conflict during Service Provisions “ An Empirical Comparison of Suppliers and Customers in the B2B Context

Torben Stoffer, University of Passau
Thomas Widjaja, University of Passau
Nicolas Zacharias, TU Darmstadt

12:00 AM

Using Microfoundations of Value Co-Creation to Guide Service Systems Design “ A Multilevel Design Framework

Christian Grotherr, University of Hamburg
Martin Semmann, University of Hamburg
Tilo BÃhmann, University of Hamburg

12:00 AM