conference program -...

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5th International Conference on Serviceology

Vienna, July 12 – 14, 2017

CONFERENCE PROGRAM

w w w . o m i l a b . o r g

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Impor tan t Addresse s Pub l i c Transpor t

Conference Loca on University of Vienna, Faculty of Computer Science

Währinger Straße 29

1090 Vienna, Austria

Gala Dinner Cupola Hall, Kunsthistorisches Museum Vienna Maria-Theresien-Platz 1010 Vienna, Austria

How to get to the ICServ2017 Conference venue: Underground Line U2, Tram lines 1 / 71 / D / 2 /

41 / 43 / 44 to Scho entor. From there, Tram lines 37 / 38 / 40 / 41 / 42 to Schwarzspanierstraße. Walk 5 minutes to the venue

Underground Line U6 to Währinger Straße/

Volksoper. From there, Tram lines 40 / 41 / 42 to Sensengasse. Walk 2 minutes to the venue

You can also use the following website to plan your trips: www.wienerlinien.at You should carry a valid cket at all mes when using public trans-porta on. There are high fines for travelers that don’t have such a

cket when checked by controllers.

Taxi 31300

Phone: +43 1 31300

www.taxi31300.at

Mytaxi, Uber

Download the mobile app

Taxiwien

Phone: +43 1 81 30 100

www.taxiwien.com

WiF i

Inside the venue loca on you can register either using your Eduroam account or with the access data provided by us upon arrival.

Tax i

Con tac t Per son

Elena-Teodora Miron

Phone: +43 699 14 03 54 97

[email protected]

Emergency

Ambulance - 144

Police - 133

Fire brigade - 122

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Event Locations

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Content

4 Welcome

7 Commi t tee

12 Keyno tes

15 Pod ium Dis cus s ion

19 Tutor i a l s

9 Program Overv i ew

20 S c i en t i i c Program

26 Spec i a l Sess ions

33 Sponsors

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WELCOME!

About the Soc i e ty f o r Serv i ceo logy

S ervice is the key ac vity with the globaliza on of economy and also underlie quality of life of local people. Through

the perspec ve of market globaliza-on, it is important to improve eco-

nomical values of service. Whereas improvement of individual value in use is more important for the perspec ve of personaliza on. Moreover, ecosys-tem design is essen al to promote consensus among stakeholders related to the service, especially for global en-vironmental issues.

Service researches have been inves -gated in each research discipline, such as business administra on, marke ng, informa on science, design engineer-ing and so on. To establish novel smart service in the society, research collab-ora on in social science, human sci-ence and engineering is indispensable. Furthermore, academic researchers should cooperate with industrial part-ners. As the academic contribu on, it

is required to establish holis c understanding for not only tradi onal services related to society and econo-my, but also servi za on in manufac-turing industries. Consequently, ser-vice researches should lead systema c theories to enhance customer sa sfac-

on through co-crea on.

The Society for Serviceology was es-tablished in 2012 to explore scien fic systema za on of service and to pro-mote technological developments for solu ons of industrial issues. It also aims at providing collabora ve oppor-tunity among the experts in business and in various research fields on ser-vice. The society was born in Japan, while the society aims at global ac-

vi es. We understand that service ac vi es expand to a global scale un-der the effect of local culture and so-cial background. Therefore, the society aims at the worldwide communica on with a respect for local and regional culture.

The Society for Serviceology publishes an academic journal en tled “Journal of Serviceology.” We welcome ar cles on service research to the journal. Es-pecially, novel research based on col-labora on with social science and en-gineering to challenge emergent issues in services are expected to be sub-mi ed to the journal. The society also holds a interna onal conference en -tled “ICServ, Interna onal Conference on Serviceology.” The first conference was held in Tokyo in 2013, the second one was held in Yokohama in 2014. We held the third conference in San Jose, CA in 2015 and the fourth in 2016, in Tokyo again. ICServ2017 is the first me in Europe, specifically in Vienna, Austria

If you are interested in ac vi es of The Society for Serviceology, please join the interna onal conference, ICServ, and submit an ar cle to the Journal of Serviceology.

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Welcome Message f rom the Con ference Organ i ze r s

W elcome to the 5th Interna onal Conference on Serviceology (ICServ2017) in Vienna! ICServ was ini ated and is s ll supported

by the Society for Serviceology in Japan. It aims to build a community of researchers, academics and industry leaders following a common goal: the (co)-crea on of services in a sustainable society.

This year's edi on, hosted by the Faculty of Computer Science from the University of Vienna in Vienna, Aus-tria, builds upon four previous successful edi ons, one held in USA (ICServ2015) and three in Japan (ICServ2013, ICServ2014, ICServ2016). The University of Vienna is one of the oldest and biggest in the Ger-man-speaking area; it was founded in 1365 by Duke Rudolph IV and has been since the academic home for 15 Nobel Prize winners and many leaders of academic and historical importance.

The conference program for the coming three days is very vast and covers several topics relevant to service-ology: from Service Design, Service Management and Opera ons, and Human-Centered Service, to IoT-Based Service, Service Prac ces, Service Innova on, and many more. It is comprised of 13 paper sessions com-posing full and short papers, a poster session, four spe-cial sessions, and one tutorial. Also, three keynotes and one podium discussion about “The Meaning of Service in the Age of Digital Transforma on” with guests both from Japan and Europe will take place.

We would like to thank all the authors and par cipants for contribu ng to this event, and also the organizing commi ee, program commi ee, and the organiza on team at OMiLAB for pu ng so much effort into making this conference a success. Last but not least, we would like to wish you a wonderful me at the ICServ2017 conference!

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COMMITTEE

Con ference Organ i z ing Commi t tee

Program Commi t tee

Honorary General Conference Chair: Shoji Yamamoto, Kwansei University, Kobe, Japan

Steering Commi ee Chair: Tamio Arai, University of Tokyo, Japan

Program Chair: Dimitris Karagiannis, University of Vienna, Austria

Jürgen Anke, Hochschule für Telekommunika on Leipzig, Germany Daniel Beverungen, Paderborn University, Germany Dominik Bork, University of Vienna, Austria Xavier Boucher, Ecole des Mines de Saint E enne, France Christoph Breidbach, The University of Melbourne, Australia Robert Andrei Buchmann, Babes-Bolyai University Cluj, Romania Sergio Cavalieri, University of Bergamo, Italy Houn-Gee Chen, Na onal Taiwan University, Taiwan Ja-Shen Chen, Yuan Ze University, Taiwan Eng K. Chew, University of Technology Sydney, Australia Valen n Cristea, University Politehnica of Bucharest, Romania Edward Crowley, Pho zo Group and Manchester University, UK Monica Dragoicea, University Politehnica of Bucharest, Romania Eman El-Sheikh, University of West Florida, USA Xiucheng Fan, Fudan University, China Louis Freund, San Jose State University, USA Nobutada Fujii, Kobe University, Japan Yoshinori Fujikawa, Hitotsubashi University, Japan Ken Fukuda, AIST, Japan Walter Ganz, Fraunhofer IAO, Germany Aditya Ghose, University of Wollogong, Australia Tatsunori Hara, University of Tokyo, Japan Yoshinori Hara, Kyoto University, Japan

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Kazuyoshi Hidaka, Tokyo Ins tute of Technology, Japan San-Yih Hwang, Na onal Sun Yat-sen University, Taiwan Lakhmi C. Jain, University of Canberra, Australia Julia M. Jonas, Friedrich-Alexander-University Erlangen-Nürnberg, Germany Toshiya Kaihara, Kobe University, Japan Koji Kimita, Tokyo Metropolitan University, Japan Axel Korthaus, Victoria University, Australia Michitaka Kosaka, JAIST, Japan Natalia Kryvinska, University of Vienna, Austria Stephen Kwan, San Jose State University, USA Moon Kun Lee, Chonbuk Na onal University, Korea Jan Marco Leimeister, University of St. Gallen, Switzerland Eldon Y. Li, Na onal Chengchi University, Taiwan Ma as Lindahl, Linkoeping University, Sweden Ruqian Lu, Chinese Academy of Sciences, China Leszek A. Maciaszek, Wroclaw University of Economics, Poland Birgit Mager, Köln Interna onal School of Design, Germany Hisashi Masuda, JAIST, Japan Heinrich C. Mayr, Alpen-Adria University, Austria Kyrill Meyer, University Leipzig, Germany Chieko Minami, Kobe University, Japan Lasse Mitronen, Aalto University, Finland Hiroyasu Miwa, AIST, Japan Masaaki Mochimaru, AIST, Japan Yoichi Motomura, AIST, Japan Hideyuki Nakashima, University of Tokyo, Japan Andy Neely, University of Cambridge, UK Satoshi Nishimura, AIST, Japan

Nariaki Nishino, University of Tokyo, Japan Taiki Ogata, University of Tokyo, Japan Takashi Okuma, AIST, Japan Lia Patricio, University of Porto, Portugal Christoph Peters, University of St. Gallen, Switzerland Mar n Petry, Hil AG, Schaan, Liechtenstein

Manuele Kirsch Pinheiro, Universite Paris 1 Pantheon Sorbonne, France

Dimitris Plexousakis, University of Crete, Greece Jens Poeppelbuss, University of Bremen, Germany Anca Purcarea, University Politehnica of Bucharest, Romania Jolita Ralyte, University of Geneva, Switzerland Shai Rozenes, Afeka Tel Aviv Academic College of Engineering, Israel Yuriko Sawatani, Tokyo University of Technology, Japan Satoshi Shimada, Kyoto University, Japan Yoshiki Shimomura, Tokyo Metropolitan University, Japan Jim Spohrer, IBM, USA Rudi Studer, Karlsruhe Ins tute of Technology, Germany Satoko Suzuki, Kyoto University, Japan Takeshi Takenaka, AIST, Japan Takashi Tanizaki, Kindai University, Japan Marja Toivonen, VTT Technical Research Centre of Finland, Finland Keiko Toya, Graduate School of Global Business Meiji University, Japan Vivek K. Velamuri, HHL Leipzig Graduate School of Management, Germany Kentaro Watanabe, AIST, Japan Takahira Yamaguchi, Keio University, Japan Yukata Yamauchi, Kyoto University, Japan Alfred Zimmermann, Reutlingen University, Germany

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PROGRAM OVERVIEW

Wednesday, J u ly 12 , 2017

08:00 -09:00 Registra on 09:00-09:30 Conference Opening 09:30-10:30 Keynote 1

Co-Crea ng a Disrup ve Future Dr. Yoshikuni Takashige, Fujitsu, Japan

10:30 -11:00 Coffee break

11:00- 12:30 Session 1 Service Design

Session 2 Service Management and Opera ons

Special Session Holis c Approach of Service Modelling

12:30-14:00 Lunch break

14:00-15:30 Podium Discussion The Meaning of Service in the Age of Digitalisa on Prof. Dr. Tamio Arai, University of Tokyo, Japan Prof. Dr. Yoshinori Hara, Kyoto University, Japan Khushnud Irani, LafargeHolcim, Switzerland Aljosa Pasic, ATOS, Spain Dr. Mar n Petry, Hil , Liechtenstein Prof. Dr. Dimitris Karagiannis, University of Vienna, Austria (moderator)

15:30-16:00 Coffee break 16:00-17:30 Session 3

Service Design

Session 4 Service Management and Opera ons

Special Session Holis c Approach of Service Modelling

Lecture Room 1

PC Lab 2

Lecture Room 1

Lecture Room 1

PC Lab 2 PC Lab 3

PC Lab 3 PC Lab 4

PC Lab 4

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Thursday, J u ly 13 , 2017

08:00 Registra on 08:30-09:30 Keynote 2

Building Trust with Partners for Value Co-Crea on in Service Systems Mio Shimizu, NEC Corpora on, Japan


10:00- 11:30 Session 5 Human-Centered Service

Session 6 Theore cal Perspec ves on Service

Special Session Services and Green Economy

11:30-13:00 Session 7 IoT-based Services

Special Session Meaningful Technology for Seniors


14:30-17:30 Poster Session Exhibi on of 30 Posters

17:45 Departure for Gala Dinner

18:00 Guided Tours through the Museum of Art History

19:00 Gala Dinner in the Cupola of the Museum of Art History

Session 8 Theore cal Perspec ves on Service

Lecture Room 1

Seminar Room 5, 4 and 3

PC Lab 2 PC Lab 3 PC Lab 4


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Fr iday, Ju ly 14 , 2017

08:00 Registra on

08:30-09:30 Keynote 3 Service as Intersubjec ve Struggle: A Study of Sushi Assoc. Prof. Yutaka Yamauchi, Kyoto University, Japan


10:00- 11:30 Session 9 Service Prac ces

Special Session Design and Support Technology for Value Co-Crea on

Special Session Meaningful Technology for Seniors

11:30-13:00 Session 10 Service Prac ces

Workshop The Open Models Laboratory: Educa on Perspec ves


14:30-15:30 Session 11 Service Engineering and Technologies

Session 12 Service Innova on

Session 13 Value Co-Crea on and Context

15:30-16:00 Coffee break

16:00-17:00 Closing Ceremony

10:00 –13:00 Tutorial

Seman c-based Modeling for Services using the SeMFIS Pla orm Prof. Hans-Georg Fill, University of Bamberg, Germany

Special Session Design and Support Technology for Value Co-Crea on

Lecture Room 1

Lecture Room 1




PC Lab 6

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KEYNOTES

Keyno te 1 : Co - c rea t ing a Dis rup t ive Fu ture

Wednesday,July12,2017|09:30-10:30|LectureRoom1

ABSTRACT The future is becoming far more difficult to foresee. In Fujitsu’s global sur-

vey, 75% of business leaders say that their sectors will fundamentally

change in the next 5 years. Digital technologies such as IoT and AI are be-

ing embedded in the core of business and society, bringing about tremen-

dous transforma on. This is digital disrup on. Now, you have to ask your-

self what your disrup ve vision of the future is and how you realize it.

In this keynote, Yoshikuni Takashige, visionary architect of Fujitsu, will talk

about co-crea ng a disrup ve future, levering digital technology. Fujitsu

calls this “Digital Co-crea on”, and believes it will be a new business norm.

It means blending business exper se and digital technology to co-create

innova ve value which people (end-users) want between mul ple enter-

prises, public organiza ons and even people themselves. As a result, the

exis ng borders of enterprises as well as industries are being blurred. We

are seeing the emergence of new digitally connected ecosystems, which co-

create value for people, such as mobility and well-beings, instead of supply-

ing industrialized products and services. Yoshikuni will explain about why

Digital Co-crea on is necessary, how organiza ons can realize it, what Fu-

jitsu can offer, and where Digital Co-crea on will take all of us to. You will

find the beginning of a new Digital Society.

DR. YOSHIKUNI TAKASHIGE, FUJITSU

Yoshikuni Takashige is Vice President of Marke ng Strategy and Vision at Fujitsu Limited. Yoshikuni Takashige joined Fujitsu in 1984. He was engaged in interna onal business, taking strong leadership in developing Fujitsu’s important strategic partnerships and joint ventures with global companies. Throughout his 33-year career, he has been exposed to many different people, businesses and cultures around the world, which has helped him shape his unique thought. Since 2012, he has been leading the crea on of Fujitsu Technology and Service Vision, which sets out Fujitsu’s vision and its thinking on how organiza ons can innovate by leveraging digital technologies. Currently, Yoshikuni is responsible for Fujitsu’s mid- to long-term marke ng strategy and vision. He speaks about innova ons interna onally. He received an MBA from the Johnson Graduate School of Management, Cornell University, and a Bachelor of Laws from the University of Tokyo.

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Keyno te 2 : Bu i ld ing Trus t wi th Par tner s f o r Va lue Co -Crea t ion i n Se rv i ce Sys tems

Thursday,July13,2017|08:30-09:30|LectureRoom1

ABSTRACT Building up trust with partners is essen al for value co-crea on in service

systems. ICT service providers can obtain trust from them with promises -

providing robust ICT systems as service delivery pla orm, maintaining con-

sistency between ICT investments and business strategies, and enhancing

accountability to shareholders. Hence, the ICT service providers should al-

ways consider the four viewpoints comprehensively: (1) quality and safety,

(2) informa on security, (3) partners’ compliances with laws and regula-

ons, and (4) auditability and transparency for service systems. The presen-

ta on demonstrates the viewpoints can be strengthened with our ap-

proaches; a standardized management framework, milestones of midterm

improvement plan, and security policies. Our management standard, Glob-

al Service Management Standard, carries a vital role for this enhancement.

It provides common protocols between NEC and partners, and guarantees

the quality of delivered ICT services. The standards can be adapted to

emerging requirements for trustworthy ICT systems for ‘cloud’ services,

assuring unified authen ca on including ISO/IEC 20000 and ISO/IEC 27001.

MIO SHIMIZU, NEC CORPORATION Mr. Mio Shimizu is a principal strategist for services at NEC Corpora on. He has been involved in risk management, cloud security, system audit, internal control and service engineering a er his 20 years’ experience in sales in the domes c market.

His exper se in internal audit and consul ng have promoted standardiza on of service delivery process in the global market. He obtained cer ficates of CIA, CISA and System Auditor.

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Keyno te 3 : Se rv i ce as In te r sub je c t ive S t rugg l e : A S tudy o f Sush i

Friday,July14,2017|08:30-09:30|LectureRoom1

ABSTRACT A unique theore cal perspec ve on service is proposed:

Service is as much an intersubjec ve struggle in which

individuals seek to prove themselves and obtain recogni-

on from others as the subjec ve process by which

needs are filled, problems are solved and customers are

sa sfied. When service is co-produced and value is co-

created, customers and providers are all implicated in

the service. We can no longer assume the separa on of

object and subject, i.e., a customer, subject, who is expe-

riencing and valuing the service, object. Instead, we need

to ground our theorizing thoroughly on the intersubjec-

vity of service - how each person presents himself or

herself to each other. Empirical data of customer-

provider interac ons at sushi bars in Tokyo are present-

ed to demonstrate this intersubjec ve perspec ve

ASSOC. PROF. YUTAKA YAMAUCHI, KYOTO UNIVERSITY

Yutaka Yamauchi is Associate Professor at Graduate School of Management, Kyoto University. He obtained his Ph.D. in Management from UCLA Anderson School and had worked for Xerox Palo Alto Research Center (PARC) prior to joining GSM's newly founded program on service in 2010. He conducts research on services including restaurants, bars, and apparel stores and typically uses video-recordings to analyze interac ons from the ethnomethodological standpoint. He is also Visi ng Professor at Department of Management, Poli cs and Philosophy, Copenhagen Business School and Fellow at Ins tute on Asian Consumer Insight, Nanyang Technological University, Singapore. He is one of the founding members of Kyoto University Design School where he teachers service design, design ethnography and cultural design.

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PODIUM DISCUSSION

The Mean ing o f Serv i ce i n the Age o f Dig i t a l Trans fo rmat ion

Wednesday,July12,2017|14:00-15:30|LectureRoom1

The panel discussion deals with the observa on that the real and

digital world are increasingly converging. The discussion’s primary

concern are ques ons that arise around the concept of Service in

the digital transforma on.

In the context of a holis c digitaliza on approach, the focus ex-

tends beyond Human-Centricity to the interconnec on of ICT with

goods (e.g. ‘Internet of Things’, ‘Cyber-Physical Systems’), making

comprehensive Service Engineering necessary. The results, mostly

complex distributed ecosystems, must employ Value Co-Crea on

to generate mutual benefits for stakeholders in a world of disrup-

ve technologies.

The complexity and diversity of this theme will be dis-cussed by the panellists based on the Service Stack.

SERVICE STACK

Posi oning: deals with socio-cultural, business and technology issues.

Producing: deals with the service lifecycle from design to delivery.

Usage: deals with customer interac on, consump on and evalua on.

Value Co-Crea on: deals with crea ng a mutually beneficial service. It is the basis of the service’s reason of existence.

Usage

Producing

Positioning

Va

lue

Co

-Cre

ati

on

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PROF. DR. TAMIO ARAI, UNIVERSITY OF TOKYO Professor Tamio Arai was a first president of Society for Serviceology, founded in 2012, and was General Chair of ICServ 2015 and 2016. He has wide ac vi es in Serviceology, Robo cs and Manufacturing Systems. He currently works for the Interna onal Research Ins tute for Nuclear Decommissioning as Vice President to apply his experience in robo cs to the severe accident at Fukushima Daiichi. He was a professor in Dept. of Precision Engineering, The University of Tokyo from 1970 to 2012. He directed Research into Ar facts, Center for Engineering (RACE) in U-Tokyo, and started Service Engineering. He has strong exper se in manufacturing systems with "kaizen" movement. In mul ple robot systems, he has developed distributed autonomous manufacturing systems with Holonic Manufacturing Systems research groups in IMS program. He joined RoboCup Four-legged Robot League with his students. He has been a council member of Science Council of Japan since 2013. He is a Fellow (Emeritus) of CIRP, and a fellow of RSJ, JSPE. He was a former president of JSPE and ASPEN, and a former co-editor-in-chief of Journal of Robo cs and Autonomous Systems. He has operated various interna onal conferences such as IROS, ISATP/ISAM, DARS and IAS.

PROF. DR. YOSHINORI HARA, KYOTO UNIVERSITY Dr. Yoshinori Hara serves as professor, Graduate School of Management, Kyoto University, since April 2006, when the graduate school was established. His current research focus includes innova on management, service and design management, and open innova on with IT frameworks. Prior to joining Kyoto University, he held various research and key management posi ons at R&D organiza ons in NEC Corpora on, for 13 years in Japan, and for 10 years in the Silicon Valley, California, USA. He was responsible for conduc ng research and development on advanced ubiquitous compu ng including Web/Hypermedia systems, mobile & embedded systems, adap ve user interfaces, advanced informa on retrieval technologies, system security & reliable systems, etc. From 1990 to 1991, he was a Visi ng Researcher at the Department of Computer Science, Stanford University. He received his B.E. and M.E. from University of Tokyo, and his Ph.D. from Kyoto University.

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KHUSHNUD IRANI, LAFARGEHOLCIM Khushnud Irani is Senior VP and CIO at LafargeHolcim. He is driving the IT Transforma on within the new Group which is the industry leader formed by the merger of the top 2 industry players Lafarge and Holcim in 2015. He is also ac vely driving the digital agenda within the Group. In the past, whilst being the CIO at Holcim, he has introduced modern cloud based delivery model within the Group. Embracing this model brings a fundamental shi in the way IT services are delivered within the Group, reducing the technical complexi es of internal opera ons and instead allows IT personnel to focus on closer involvement with their business counterparts in crea ng deeper business value. Prior to joining Holcim, Khushnud was EVP and CIO at Qualiflyer Loyalty Ltd, a Group company of SWISS Interna onal Airlines responsible for managing the Frequent Flyer Customer Loyalty program for several million members worldwide. Apart from IT, Khushnud led the various opera onal business shared services areas which included member servicing and back-office opera ons. He led major outsourcing ini a ves which saved the company 40% yearly costs and improved customer sa sfac on & opera onal efficiencies. Khushnud holds an Execu ve MBA degree from IMD Lausanne and has graduated in Physics from Mumbai University. He has also a ained his Honours Diploma in Systems Management. He is based in Switzerland since 2000.

ALJOSA PASIC, ATOS ALJOSA PASIC current posi on is Technology Transfer Director in Atos Research & Innova on (ARI), based in Madrid, Spain. He graduated Informa on Technology at the Electrotechnical Faculty of the Technical University Eindhoven, The Netherlands, and has been working for Capgemini (Utrecht, The Netherlands) un l the end of 1998. In 1999 he moved to Sema Group (now part of Atos) where he occupied different posi ons. During this period he par cipated in more than 50 interna onal research, innova on or consul ng projects, mainly related to the areas of informa on security or e-government. He is member of EOS (European Organisa on for Security) Board of Directors, and collaborates regularly with interna onal organisa ons and conferences.

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DR. MARTIN PETRY, HILTI Mar n Petry became Hil ’s CIO in 2005. He is responsible for Hil ’s 400 IT employees based in Switzerland (Buchs SG), US (Tulsa, Oklahoma and Plano, Texas) and Malaysia (Kuala Lumpur). Since 2009 he is also in charge of Hil ’s Business Excellence ini a ves and EVP. Mar n came to Hil in 1993 and has held various leadership roles in Liechtenstein, Switzerland, Great Britain and Japan. He has developed Hil ’s ground-breaking IT Strategy in 2000 and has lead its implementa on, in par cular Hil ’s global SAP implementa on of business transforma on project (standard global data structures and business processes supported by a global SAP system with ERP, BI, CRM and SCM which is now being used by 20,000 Hil employees in more than 50 countries). Recently Mar n has ini ated various cloud compu ng / SaaS ini a ves at Hil and he has lead the development of the comprehensive Informa on Technology at Hil strategy which is now the founda on of all digital and so ware ini a ves in the Hil group. Mar n earned his PhD in applied mathema cs from Georg-August University in Goe ngen, Germany.

PROF. DR. DIMITRIS KARAGIANNIS, UNIVERSITY OF VIENNA (MODERATOR) Dimitris Karagiannis studied at the Technical University of Berlin, where he graduated with a PhD in Computer Science. From 1987 to 1992 he headed the Business Informa on Systems group at the Research Ins tute for Applied Management (FAW) in Ulm as a scien fic director. Since 1993 he is full professor at the Faculty of Computer Science at the University of Vienna and head of the Research Group Knowledge Engineering. His main research areas are Business Process Management, Meta-Modelling, and Knowledge Management. Prof. Karagiannis has published several books and scien fic papers in journals and conferences on Knowledge Databases, Expert Systems, Business Process Management, Workflow-Systems and Knowledge Management. In 1995, he established the Business Process Management Systems Approach (BPMS), which has been successfully implemented in several industrial and service companies. He is the founder and head of the supervisory board of the BOC Group (http://www.boc-group.com). 2008 he was a founding-member of the Open Models Ini a ve and has created 2012 the Open Models Laboratory (http://www.omilab.org). He is a member of IEEE and ACM and serves on the steering commi ee of the Austrian Computer Society.

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TUTORIAL

Seman t i c -based Mode l ing f o r Serv i ce s us ing the SeMFIS P la t fo rm

Friday,July14,2017|10:00-13:00|PCLab6

ABOUT The goal of this tutorial is to provide an introduc on to the area of seman-

c-based modeling and the SeMFIS pla orm. At its core, seman c-based

modeling characterizes the use of semi-formal conceptual models together

with formal seman c schemata such as ontologies, thesauri or controlled

vocabularies. The tutorial will enable par cipants to understand the theo-

re cal and prac cal founda ons for applying seman c-based modeling to

the design and analysis of informa on systems. In par cular it will be re-

verted to the ADOxx-based SeMFIS pla orm that cons tutes a flexible engi-

neering pla orm for realizing seman c annota ons of conceptual models

and that is provided for free via the Open Models Ini a ve. The approach

will be illustrated with previous applica ons for services in seman c busi-

ness process management, seman c-based simula on and seman c visual-

iza on of enterprise models.

Hans-Georg Fill is currently subs tu ng a full professor posi on for business informa cs at the University of Bamberg, Germany. He holds a habilita on and a PhD in business informa cs and a master in interna onal business administra on from University of Vienna. His research interests are in the areas of meta modeling, enterprise modeling, seman c informa on systems and visualiza on. He is ac vely engaged in interna onal research coopera ons and projects and has led an Erwin-Schrödinger research project at Stanford University from 2010-2011. He has developed and co-developed several modeling tools and pla orms including the SeMFIS pla orm for the seman c annota on of conceptual models, the RUPERT modeling toolkit for business process improvement, the ADOxx Horus modeling toolkit for business process management, and a modeling toolkit for analyzing product-service systems. He is an ac ve contributor to the OMiLAB.org open source infrastructure where he manages the development of the GraphRep Generator, the Model Annotator and the REST-API projects.

PROF. DR. HANS-GEORG FILL, UNIVERSITY OF BAMBERG

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SCIENTIFIC PROGRAM

Sess ion 1 : Se rv i ce Des i gn

Wednesday,July12,2017|11:00-12:30|PCLab2

Serviceology-as-a-Service: a Knowledge-centric Interpreta on Robert Andrei Buchmann, Ana-Maria Ghiran

From Service Design to Enterprise Architecture: The alignment of Service Blueprint and Business Architecture with Business Process

Model and Nota on Pornprom Ateetanan, Sasiporn Usanavasin, Kunio Shirahada,

Thepchai Supnithi

Modeling Digital Enterprise Ecosystems with ArchiMate: A Mobility Provision Case Study

Benedikt Pi l, Dominik Bork

ToDoList-oriented Process Modeling for Sharing Service Processes and Context

Hisashi Masuda, Yoshinori Hara

Analysing and Compu ng the Risk of Customer Integra on for a Service Provider

Wolfgang Seiringer

Service Digi za on in the Consul ng Domain – Classifica on and Service Implementa on for a Digital Consul ng Front Store Pilot

Tobias Greff, Denis Johann, Dirk Werth

Sess ion 2 : Se rv i ce Management and Opera t ions


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Sess ion 3 : Se rv i ce Des i gn


Sess ion 4 : Se rv i ce Management and Opera t ions


Service-driven enrichment for KbR in the OMiLAB Environment Michael Walch, Dimitris Karagiannis

A Modelling Method for Digital Service Design und Intellectual Property Management towards Industry 4.0: CAxMan Case

Nesat Efendioglu, Robert Woitsch

S c on-free learning method for Service Design beginner

Atsunobu Kimura, Koki Kusano, Ryo Yamashita, Yurika Katagiri

Inves ga on into the Evolu on of Management in Indie Game Services

Kazuhiro Masuda, Youji Kohda

An Approach to compute the Risk and Cost of Customer Integra on during So ware Engineering

Wolfgang Seiringer

Es ma on of Tension and Concentra on Scenes during Crane Opera on Using Physiological Indices for Skill Improvement Support

Takao Sugimoto

22

Sess ion 5 : Human -Cen tered Serv i ce

Thursday,July13,2017|10:00-11:30|PCLab2

Sess ion 6 : Theore t i ca l Perspec t ive s on Serv i ce


Consumer's Responses to Service Failures and Recoveries Julie Edell

Analyzing an Ecosystem for Complex Consumer Services Mirjana Radonjic-Simic, Frank Wolff, Dennis Pfisterer

Approaches for sustaining cultural resources by adap ng diversified context of customers in tourism: Comparison

between Japanese and Slovenian cases Hisashi Masuda, Dejan Krizaj, Hideyuki Sakamoto, Kotaro Nakamura

The Resonant Influence of Risks on Supply Chain Performance. An Empirical Study at Construc on Service Sector

Huy Truong Quang, Yoshinori Hara

Perceived characteris cs of smart interac ve services and determinants of adop on inten ons

Chieko Minami, Kenichi Nishioka

Towards Understanding Intelligence in Service Systems Md. Abul Kalam Siddike, Kazuyoshi Hidaka, Jim Spohrer

23

Sess ion 7 : I oT -based Serv i ce s


Sess ion 8 : Theore t i ca l Perspec t ive s on Serv i ce


From So ware Services to IoT Services: The Modeling Perspec ve I-Ling Yen, Wei Zhu, Guang Zhou, Farokh Bastani, San-Yih Hwang

A Modeling Mothod for Smart Mobile Service with Temporal Deadlines in IoT Environment Yeongbok Choe, Moonkun Lee

Applica on-Driven Product-Service System Configura on: Customer-Centered Strategy

Alexander Smirnov, Nikolay Shilov, Andreas Oroszi, Mario Sinko, Thorsten Krebs

Determinants of the Use of e-Commerce in Online Shops in the Polish Market from the Perspec ve of Individual Customers

Witold Chmielarz, Tomasz Parys

Service Ecosystem Analysis by Mul -Agent Simula on for Designing Sustainable Services

Jun Takeoka, Takeshi Takenaka, Nariaki Nishino, Takahiro Kushida, Koichi Kurumatani

24

Sess ion 9 : Se rv i ce Prac t i ce s


Sess ion 10 : Serv i ce Prac t i ce s


Automa ng Mo va on: A workplace analysis of service technicians and the mo va onal impact of automated assistance

Katja Gutsche and Jennifer Griffith

Mul product Japanese Cuisine Restaurant Improves Labor Produc-vity by Changing Cooking Processes Using a Par al Refrigerator

TakeshiShimmura,KenjiArai,TakeshiYamamoto,SyuichiOura,TomomiNonaka,NobutadaFujii,TakashiTanizaki

Finding the Gap between Service Companies and Customers in Terms of So-cial CRM: An Exploratory Study of

Japan’s Tourism Industry

KaedeSano

Service-oriented Public Administra on Václav Řepa

Medical Service System in Japan from Service capability perspec ve

Takashi Tsutsumi

An Analysis of the cogni ve processes related to "service awareness" of cabin a endants

Ryo Fukushima, Koji Tachioka, Tatsunori Hara, Jun Ota, Yuki Tsuzaka, Narito Arimitsu

25

Sess ion 11 : Serv i ce Eng ineer ing and Techno log ie s


Sess ion 12 : Serv i ce I nnova t i on


Sess ion 13 : Va lue Co -Crea t i on and Con tex t


An Approach to Model Industry Ecosys-tems - Enabling an Ecosystem for Service

Pla orms Marco Peter, Stella Gatziu Grivas

Model-based reasoning regarding risk management maturity levels

Anca Alexandra Purcărea, Olivia Doina Ne-goiţă, Andreea Dumitrescu

A Model for Carbon Footprint Labeling of Manufacturing Processes

Yu-Shang Chang, Guang Zhou, Wei Zhu, San-Yih Hwang, I-Ling Yen

A proposal of a visualiza on method for service ideas using paper card based-

fieldwork Kazutoshi Sakaguchi, Nobuyuki Koba-yashi, Aki Nakamoto, Seiko Shirasaka

Introduc on to Service Prototyping Tool Box

Abdul Rahman Abdel Razek, Chris an van Husen, Saed Imran

Services as a pla orm to promote prosocial behavior in the elderly

Bach Q. Ho

Knowledge Science as the Core Logic of Resource Integra on: An evolu onary view of value proposi ons in S-D logic Youji Kohda, Loan Hoang To Nguyen,

Amna Javed

Value co-crea on and service ecosystem for developing countries to promote de-velopment and inclusive growth: Home

Based Workers’ case Sojen Pradhan, Andrei Gurca,

Igor Hawryszkiewycz

26

SPECIAL SESSIONS


BPaaS Marketplace: Demonstra on of "Sending Invoice" Offerings in the Cloud

Mihai Pavelescu (YMENS TEAMNET SRL, Romania), Jürgen Jähnert (Baden Wür emberg Connected GmbH, Germany)

BPaaS Design: Modelling Cloud Offering for "Sending Invoice Process"

Damiano Falcioni (BOC GmbH, Austria), Knut Hinkelmann (University of Applied Sciences, Northwestern Switzerland, Switzerland)

BPaaS Alloca on: Configura on of appropriate IT-Infrastructure for Cloud Offering

Simone Cacciatore (FHOSTER SRL, Italy), Stefano Cuomo (MATHEMA SRL, Italy)

BPaaS Execu on: Demonstra on of the adap ve Deployment and Execu on of Processes in the Cloud

Joaquin Iranzo Yuste (ATOS SA, Spain), Stefan Wesner (University of Ulm, Germany)

BPaaS Evalua on: Cross Layer Abstrac on of Cloud and Process Measures for business view abstrac on

Kyriakos Kri kos (Founda on for Research and Technology Hellas, Crete), Damiano Falcioni (BOC GmbH, Austria)

Open Communi es for Research: ADOxx for Modelling and Cloudi-Fy for Cloud Compu ng

Robert Woitsch (BOC GmbH, Austria), Aljosa Pasic (ATOS SA, Spain)

Proposal of a Standard Service Business Case for Developing Ser-vice Ecosystem Simulators

Chiaki Hirai, Hitachi Ltd., Japan

Enabling Digital transforma on in SMEs by Combining Enterprise Ontologies and Service Blueprin ng

Ahson Javaid, Hisashi Masuda, Yuji Kohda (JAIST, Nomi, Ishikawa, Japan) & Sabrina Kurjakovic (University of Camerino, Italy)


Spec i a l Ses s ion : Ho l i s t i c Approach o f Serv i ce Mode l l i ng

27

Spec i a l Ses s ion : Serv i ce s and Green Economy


Recycling as a Service - a New Business Model to Recover Cri cal and Precious Metals from Industrial Wastes

Bernd Kopacek, (ISL-Kopacek KG, Austria)

Integrated Product and Service Offerings - a Means to Achieve Economic and Environmental Compe veness through

Value-added Services Ma as Lindahl, (Linkoping University, Sweden)

Servi za on as an Enabler for Product Circula ons

Mitsutaka Matsumoto, (AIST, Japan)

Environmental Economic Geography from a Service Perspec ve Patrik Strom, (University of Gothenburg, Sweden)

28


Co-crea ng Meaningful Technologies - Agile Digitaliza on Development Processes and Experiments in

Elderly People’s Housing Services

Mirva Hyypiä (Lappeenranta University of Technology, Finland), Satu Pekkarinen, Helinä Melkas

Public Discussion on Robo c Innova ons in Finnish Elderly Care

Ou Tuisku (Lappeenranta University of Technology, Finland), Satu Pekkarinen, Lea Hennala, Helinä Melkas

Applicability of Wearable Devices with Photo Sensors for Elderly Healthcare Applica ons

Yasutaka Uchida (Teikyo University of Science, Japan), Tomoko Funayama, Nobuo Homma, Kazuo Kobayashi, Yoshiaki Kogure

Meaningful Technology for Seniors: Analy cal Framework for Elderly-Care Service Systems

Kentaro Watanabe (AIST, Japan), Kirsi-Maria Hyy nen, Marke a Niemelä

Comparison of Japanese and Finnish A tude Regarding Technology Use in Nursing-care Service

Hiroyasu Miwa (AIST, Japan), Kentaro Watanabe, Hannamaija Mää ä, Mari Ylikauppila, Marke a Niemelä

Do Ac ve Seniors Find Digital Reminiscence Meaningful? A User Study

Marke a Niemelä (VTT, Finland), Minna Kulju, Mari Ylikauppila, Hannamaija Mää ä

Study on Communica on Support for Employees with ICT in Elderly Care

Ken Fukuda (AIST, Japan), Kentaro Watanabe, Hiroyasu Miwa, Mari Ylikauppila, Hanna Lammi, Marke a Niemelä, Takuichi Nishimura


Spec i a l Ses s ion : Mean ing fu l Techno logy f o r Sen ior s

29

Shi Scheduling to Improve Customer Sa sfac on, Employee Sa sfac on and Management Sa sfac on in Service Workplace

where Employees and Robots Collaborate

Takashi Tanizaki, Takeshi Shimmura and Nobutada Fujii

Development of a Three-stage Public Observa on Service System Model with Logics for Observa on/Assessment

Satoko Tsuru and Maki Kariyazaki

A Staff Shi Scheduling Method Considering Constraints of Allo-ca ng Plural Tasks in Restaurant Business

Ai Ito, Nobutada Fujii, Toshiya Kaihara, Daisuke Kokuryo and Takeshi Shimmura

Improving Labor Produc vity by Changing Cooking Process at a Mul product Japanese Cuisine Restaurant Using Par al Refrigerator

Takeshi Shimmura, Kenji Rrai, Tomomi Nonaka, Nobutada Fujii, and Takashi Tanizaki

An Economic Field Experiment of Menu Ordering in Restaurant Ser-vices

Kenju Akai, Shota Shimizu, Nariaki Nishino

Lab-Forming Fields and Field-Forming Labs

Takeshi Kurata

An Economic Lab Experiment for the Best Offer and Approval in Face-to-Face Service Interac on Situa on

Keiko Aoki, Kenju Akai and Kenta Onoshiro

Friday,July14,2017|11:30-13:00|PCLab3Friday,July14,2017|10:00-11:30|PCLab3

Spec i a l Ses s ion : Des i gn and Suppor t Techno logy f o r Va lue Co -Crea t ion

30

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