Serviceology for Services : 5th International Conference, ICServ 2017, Vienna, Austria, July 12-14, 2017, Proceedings

Front Matter ....Pages I-XV
Front Matter ....Pages 1-1
 Analysing and Computing the Risk of Customer Integration for a Service Provider  (Wolfgang Seiringer)....Pages 3-14
 Shift Scheduling to Improve Customer Satisfaction, Employee Satisfaction and Management Satisfaction in Service Workplace Where Employees and Robots Collaborate  (Takashi Tanizaki, Takeshi Shimmura, Nobutada Fujii)....Pages 15-25
 Application-Driven Product-Service System Configuration: Customer-Centered Strategy  (Alexander Smirnov, Nikolay Shilov, Andreas Oroszi, Mario Sinko, Thorsten Krebs)....Pages 26-37
 Consumers’ Responses to Service Failures and Recoveries  (Julie A. Edell)....Pages 38-45
 Analyzing an Ecosystem for Complex Consumer Services  (Mirjana Radonjic-Simic, Frank Wolff, Dennis Pfisterer)....Pages 46-52
Front Matter ....Pages 53-53
 Approaches for Sustaining Cultural Resources by Adapting Diversified Context of Customers in Tourism: Comparison Between Japanese and Slovenian Cases  (Hisashi Masuda, Dejan Krizaj, Hideyuki Sakamoto, Kotaro Nakamura)....Pages 55-63
 An Economic Lab Experiment for the Best Offer and Approval in Face-to-Face Service Interaction Situation  (Kenju Akai, Keiko Aoki, Kenta Onoshiro)....Pages 64-74
 Development of a Three-Stage Public Observation Service System Model with Logics for Observation/Assessment  (Satoko Tsuru, Maki Kariyazaki)....Pages 75-87
Front Matter ....Pages 89-89
 An Analysis of the Cognitive Processes Related to “Service Awareness” of Cabin Attendants  (Ryo Fukushima, Koji Tachioka, Tatsunori Hara, Jun Ota, Yuki Tsuzaka, Narito Arimitsu)....Pages 91-100
 Automating Motivation: A Workplace Analysis of Service Technicians and the Motivational Impact of Automated Assistance  (Katja Gutsche, Jennifer Griffith)....Pages 101-108
 Stiction-Free Learning Method for Service Design Beginner  (Atsunobu Kimura, Koki Kusano, Ryo Ymamashita, Yurika Katagiri)....Pages 109-120
 A Proposal of a Visualization Method for Service Ideas Using Paper Card Based-Fieldwork  (Kazutoshi Sakaguchi, Nobuyuki Kobayashi, Aki Nakamoto, Seiko Shirasaka)....Pages 121-134
 Introduction to a Service Prototyping Tool Box  (Abdul Rahman Abdel Razek, Christian van Husen, Saed Imran)....Pages 135-143
 Lab-Forming Fields and Field-Forming Labs  (Takeshi Kurata, Ryosuke Ichikari, Ching-Tzun Chang, Masakatsu Kourogi, Masaki Onishi, Takashi Okuma)....Pages 144-149
Front Matter ....Pages 151-151
 A Modelling Method for Digital Service Design and Intellectual Property Management Towards Industry 4.0: CAxMan Case  (Nesat Efendioglu, Robert Woitsch)....Pages 153-163
 Service-Driven Enrichment for KbR in the OMiLAB Environment  (Michael Walch, Dimitris Karagiannis)....Pages 164-177
 Modeling Digital Enterprise Ecosystems with ArchiMate: A Mobility Provision Case Study  (Benedikt Pittl, Dominik Bork)....Pages 178-189
 Serviceology-as-a-Service: a Knowledge-Centric Interpretation  (Robert Andrei Buchmann, Ana-Maria Ghiran)....Pages 190-201
 From Service Design to Enterprise Architecture:The Alignment of Service Blueprint and Business Architecture with Business Process Model and Notation  (Pornprom Ateetanan, Sasiporn Usanavasin, Kunio Shirahada, Thepchai Supnithi)....Pages 202-214
 From Software Services to IoT Services: The Modeling Perspective  (I-Ling Yen, Farokh Bastani, San-Yih Hwang, Wei Zhu, Guang Zhou)....Pages 215-223
 Enabling Digital Transformation in SMEs by Combining Enterprise Ontologies and Service Blueprinting  (Ahson Javaid, Sabrina Kurjakovic, Hisashi Masuda, Youji Kohda)....Pages 224-233
Back Matter ....Pages 235-237