Service science is an interdisciplinary approach to the study, management and design of service systems that aims at understanding and enabling service innovation in organizations and society. Information Systems is a core discipline within service science through its contributions of theories, methods and exemplary artifacts related to the transformative role of digital technology in service systems.

This track seeks submissions that continue to advance the information system (IS) discipline’s contributions to service science or that draw from service science and service theory to contribute to IS research. We are particularly interested in submissions that focus on theorizing on service and service systems from an IS perspective. We also welcome submissions that apply service theories from other fields such as marketing, economics, management and computer science to the study, design, adoption and use of information systems. Given the interdisciplinary nature of Service Science, we welcome relevant and rigorous research from diverse research paradigms including behavioral, empirical and design science.

Track Co-Chairs;
Fu-ren Lin, Ph.D., Institute of Service Science, National Tsing Hua University
Jens Pöppelbuß, Ph.D., Ruhr-Universität Bochum
Lysanne Lessard, Ph.D., University of Ottawa


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Monday, December 12th
12:00 AM

Does AI do more harm than good? Assessing innovativeness and complaining intentions for successful and failed Mechanical and Feeling AI services

Matthias Handrich, Pforzheim University

12:00 AM

Towards Designing a Conversation Mining System for Customer Service Chatbots

Daniel Schloß, Karlsruhe Institute of Technology (KIT)
Ulrich Gnewuch, Karlsruhe Institute of Technology (KIT)
Alexander Maedche, Karlsruhe Institute of Technology (KIT)

12:00 AM

Towards Explaining Smart Service Innovation Events and Trajectories

Daniel Heinz, Karlsruhe Institute of Technology
Christoph Breidbach, The University of Queensland
Carina Benz, Karlsruhe Institute of Technology
Gerhard Satzger, Karlsruhe Institute of Technology

12:00 AM

Towards Human Digital Twins for Improving Customer Experience

Michel Muschkiet, University of Duisburg-Essen
Jens Wilhelm Paschmann, University of Cologne
Anika Nissen, Institute for Computer Science and Business Information Systems

12:00 AM