Track Description

The aim of this track is to examine both theoretically and empirically how digitalization is transforming service in today’s global, digital, service oriented economy, including the use of data analytics and smart or autonomous technologies in serve settings. Service Science fosters a multidisciplinary approach to the study of service systems, value co-creating configurations of people, technology, internal and external stakeholders connected by value propositions and shared information. Service Science research in the Information Systems (IS) domain may integrate domain knowledge and methodologies from existing disciplines such as business/management, technology, people and organization, computers, and IS, among others, to provide unique contributions to academic and industry practice. Integrating and analyzing information from many different sources, including physical and human sensors, information extracted from different heterogeneous sources, machines and devices, and so on, provides the bases for smart technologies that can operate independently in service systems. Designing, managing and maintaining such systems-based service is a complex task that requires the services continue operating with the requested quality of service at all times. The track aims to present original research on approaches, and in particular focusing on the development of models and techniques, design methodologies, and empirical evaluation related to the use of modern information systems in service.

Track Chairs
Furen Lin
Paul P. Maglio
Tuure Tuunanen

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Analyzing the Impact of Strategic Behavior in System-Oriented Service Delivery

Clemens Wolff, Karlsruhe Institute of Technology
Steven Kimbrough, University of Pennsylvania

Crafting Agent-based Models to Analyze Service Platforms

Maria Torres Pena, University of Melbourne
Christoph Breidbach, The University of Queensland
Andrew Turpin, The Univeristy of Melbourne

Effectiveness of post-service failure email-based recovery efforts: some experimental evidence

Gianfranco Walsh, Friedrich-Schiller-University Jena
Mario Schaarschmidt, University of Koblenz-Landau
Edward Shiu, University of bangor
Louise Hassan, University of Bangor

Emulating Empathetic Behavior in Online Service Encounters with Sentiment-Adaptive Responses: Insights from an Experiment with a Conversational Agent

Stephan Diederich, University of Goettingen
Max Janssen-Müller, University of Bremen
Alfred Benedikt Brendel, University of Goettingen
Stefan Morana, Karlsruhe Institute of Technology (KIT)

Following the Robot? Investigating Users’ Utilization of Advice from Robo-Advisors

Christoph Tauchert, Technische Universität Darmstadt
Neda Mesbah, Technische Universität Darmstadt

The Influence of Automated Planning on the Task Performance of Process Modelers

Dominik Schön, University of Regensburg

Value Co-Creation in Data-Driven Services: Towards a Deeper Understanding of the Joint Sphere

Ronny Schüritz, Karlsruhe Institute of Technology (KIT)
Killian Farrell, Karlsruhe Institute of Technology (KIT)
Barbara Wixom Wixom, MIT Sloan School of Management
Gerhard Satzger, Karlsruhe Institute of Technology (KIT)

Value Co-Creation in Nascent Platform Ecosystems: A Delphi Study in the Context of the Internet of Things

Daniel Hodapp, University of Göttingen
Florian Hawlitschek, TU Berlin
Denis Kramer, Bosch Software Innovations GmbH