In September 2013, the „International Symposium on Service Science (ISSS)“ offered various participants a unique platform for advancing research and discussions in service science for the fifth consecutive year. Being held as part of the “Leipzig Days of Applied Informatics/Leipziger Tage der Angewandten Informatik”, researchers and practitioners alike joined in their effort to better understand the emergence of system services providers in complex value chains and service systems. The proceedings book documents some of their insights and wants to serve as reference for the advancing discussion.

In September 2013, the „International Symposium on Service Science (ISSS)“ offered various participants a unique platform for advancing research and discussions in service science for the fifth consecutive year. Being held as part of the “Leipzig Days of Applied Informatics/Leipziger Tage der Angewandten Informatik”, researchers and practitioners alike joined in their effort to better understand the emergence of system services providers in complex value chains and service systems. The proceedings book documents some of their insights and wants to serve as reference for the advancing discussion.:Research Paper Session: Stefan Kirn, Johannes Murray, Marc Premm, Michael Schüle, Tobias Widmer Towards a Research Framework for Multiagent Organizations Sven Tackenberg, Sönke Duckwitz, Christopher M. Schlick Simulation- and Optimization-based Development of Proposals for Service and Engineering Projects Michael Sonnenberg, Boris Ansorge, Michael Becker Potential of Service Engineering in the Field of Renewable Energies Discussion Paper Session: Sebastian Schneider, Susanne Mütze-Niewöhner Process-Oriented Simulation of Complex Service Provision Based on the Design Structure Matrix Axel Hummel, René Keßler, Arndt Döhler, Stefan Kühne Simulation as a Decision-Making Support Tool for Full-Service E-Commerce Providers Bernd Pfitzinger, Thomas Jestädt, Dragan Macos Enhancing dependability through simulations: The example of the German toll system Routis Forum: Nicola Saccani Towards a maturity assessment of service business development by manufacturers. A framework Deniz Özcan, Christina Niemöller, Michael Fellmann, Michel Matijacic, Gerald Däuble, Michael Schlicker, Oliver Thomas, Markus Nüttgens A Use Case-driven Approach to the Design of Service Support Systems: Making Use of Semantic Technologies Sibylle Hermann, Walter Ganz, Philipp Westner The path to a computer-aided design system for services Lars-Peter Meyer, Michael Thieme, Kyrill Meyer Round-Trip Engineering for System Services

Dans un paysage industriel de plus en plus tourné vers le numérique, les opportunités des entreprises ne manquent pas pour innover et répondre à une demande jusqu’alors inaccessible. C’est dans ce cadre que l’internet des objets apparait comme un élan technologique a fort potentiel. Ce levier d’innovation, basé sur la valorisation de flux de données, sont par nature intangible et c’est pourquoi nous les considérons ici comme des services. Cependant, les concepteurs doivent faire face ici à un univers complexe où de nombreux domaines d’expertise et de connaissance sont engagés. C’est pourquoi nous proposons dans cette thèse un modèle méthodologique de conception mettant en scène le service, l’expertise métier et les technologies de découverte de connaissance de manière optimisé pour concevoir à l’internet des objets. Ce modèle de conception a été éprouvé chez e.l.m. leblanc, entreprise du groupe Bosch, dans le développement d’un appareil de chauffage connecté et de ses services / In a more and more numeric oriented industrial landscape, the business opportunities for companies to innovate and answer needs inaccessible yep are increasing. In this framework, the internet of things appears as a high potential technology. This innovation lever, where the value-creation is principally based on the data, is not tangible by nature and this is the reason why we conceder it as a service in this thesis. However, the designer has to face a complex universe where a high number expertise and knowledge are engaged. This is the reason why we propose in this thesis a design methodology model organizing the service, the domain knowledge and the data discovery technologies in an optimized process to design the internet of things. This model has been experienced at e.l.m. leblanc, company of the Bosch group, in the development of a connected boiler and its services.

<p>Being developed for centuries, Hotel Industry has been in its maturity period for a long time. Confronted with fierce competition and the current global economic crisis, it becomes a hot topic in Hotel Industry how to maintain and raise revenues. By shifting focus from ‘Goods-Dominant Logic’ to ‘Service-Dominant Logic’, Service Science presents a new perspective on value creation and service experience. In this new perspective, value is co-created by various roles, experienced and evaluated by customers. However, the problem is how to implement theories in a specific industry. Focusing on hotel industry, this paper aims to illustrate how service evolves with the development of technology and theory based on the case study of InfoQuest, which is an IT company mainly providing SaberKnot. InfoQuest redefines several economic roles (hotels, IT system provider, local businesses and customers) and relationships among them (from a linear model to a netlike model) where it injects Hotel Industry with new vitality. Both competitive advantages and potential problems that might arise from the service innovation are subsequently discussed. At last, a further analysis is made on the China market in order to show the possibility of that business entering into China.</p>

Being developed for centuries, Hotel Industry has been in its maturity period for a long time. Confronted with fierce competition and the current global economic crisis, it becomes a hot topic in Hotel Industry how to maintain and raise revenues. By shifting focus from ‘Goods-Dominant Logic’ to ‘Service-Dominant Logic’, Service Science presents a new perspective on value creation and service experience. In this new perspective, value is co-created by various roles, experienced and evaluated by customers. However, the problem is how to implement theories in a specific industry. Focusing on hotel industry, this paper aims to illustrate how service evolves with the development of technology and theory based on the case study of InfoQuest, which is an IT company mainly providing SaberKnot. InfoQuest redefines several economic roles (hotels, IT system provider, local businesses and customers) and relationships among them (from a linear model to a netlike model) where it injects Hotel Industry with new vitality. Both competitive advantages and potential problems that might arise from the service innovation are subsequently discussed. At last, a further analysis is made on the China market in order to show the possibility of that business entering into China.

In the service economy, service has dominated economic development. Service industries in the face of the incessant and changing competition, companies not only continuing to create advantages of marketing strategy, but also still need to "service innovation" to create sustainable service advantage. This study aimed to explore the service using innovative services impact study for the Ministry of Economic Affairs premises to promote "innovative service technology projects" The YH-based resorts use the RFID technology creating customer value. From the science service point of view (Service science, management and engineering, SSME), use the latest technology improve service efficiency and customer satisfaction that create greater profits leap. The theoretical development framework Hertog (2000) proposed the "Service Innovation Model" as the main core of this study architecture theory. The results can be observed from the case analysis, YH resort in response to the use of innovative technology, hardware and software for the organizations have done thoroughly improved, but the analysis also pointed that the extent of staff training and attention is relatively scarce, companies only technological innovation is insufficient, and to a management innovation can be technological innovation to achieve the desired efficiency. On the other hand the Empirical results that service innovation and customer satisfaction is positively related to significant, and this can provide that service innovation affect customer satisfaction.

Fierce competition in the market is driving software vendors to rely on Software-as-a-Service (SaaS) strategies and to continuously match new software versions with customers’ needs and competitors’ moves. Although release management as a recurrent activity related to SaaS arguably shapes how a vendor services its customers, the literature is surprisingly limited on how software releases are managed to support SaaS strategies. Against this backdrop, we present a collaborative action-research study with Software Inc., a large multi-national software provider, focused on improving the release cycle management process for a complex security software service. The study is part of a comprehensive intervention into Software Inc. that combines a perspective rooted in software process improvement and engineering practices with one rooted in service delivery and customer interactions. The part that is reported in this dissertation draws on the service-dominant logic framework to analyze how the release cycle management process was organized to improve Software Inc.’s ongoing value co-creation with its customers. As a result, the study contributed to improving release cycle management at Software Inc. and it expands industry knowledge about the challenges and opportunities for software vendors to manage releases and improve the value delivered to and co-created with their customers. This added knowledge is of interest to both practitioners and researchers as SaaS strategies increasingly shape the industry with important implications for how software is released.

Made available in DSpace on 2016-08-29T15:33:29Z (GMT). No. of bitstreams: 1 tese_8359_Doctoral_Thesis_NARDI_2014.pdf: 6283699 bytes, checksum: b714f48398e126539d557c6e84aa0422 (MD5) Previous issue date: 2014-12-10 / Nowadays, the notion of service has been widely adopted in the practice of economic sectors (e.g., Service, Manufacturing, and Extractive sectors), as well as, in the research focus of various disciplines (e.g., Marketing, Business, and Computer Science). Due to that, a number of research initiatives (e.g., service ontologies, conceptual models, and theories) have tried to understand and characterize the complex notion of service. However, due to particular views of these disciplines and economic sectors, a number of different characterizations of service (e.g., service as interaction, service as co-creation of value, and service as capability / manifestation of competence, among others) have been proposed. The existence of these various non-harmonized characterizations, and the focus on a terminological debate about the service concept, instead of about the service phenomena from a broad perspective, make the establishment of a unified body of knowledge for service difficult. This limitation impacts, e.g., the establishment of unified conceptualization for supporting the smooth alignment between Business and IT views in service-oriented enterprise architecture (SoEA), and the design and usage of service modeling languages. In this thesis we define a theoretical foundation for service based on the notion of service commitment and claims as basic elements in the characterization of service relations along service life-cycle phases (service offer, service negotiation, and service delivery). As discussed in this work, this theoretical foundation is capable of harmonizing a number of service perspectives found in the literature. Such theoretical foundation is specified in a well-founded core reference ontology, named UFO-S, which was designed by adopting a sound ontological engineering apparatus (mainly, a well-founded ontology representation language, OntoUML, and approaches of model verification and model validation). As a kind of theory, UFO-S was applied in the analysis of SoEA structuring principles in order to define a commitment-based SoEA view, which remarks social aspects inherent in service relations usually underexplored in widely adopted service-oriented approaches (such as SOA-RM by OASIS, ITIL, and ArchiMate). Based on this, UFO-S was also applied in an ontological analysis of service modeling at ArchiMates Business layer. Such ontological analysis showed some limitations concerned to semantic ambiguity and lack of expressiveness for representing service offerings (and type thereof) and service agreements in SoEA. In order to address these limitations, three service modeling patterns (service offering type pattern, service offering pattern, and service agreement pattern) were proposed taking as basis UFO-S. The usefulness of these patterns for addressing these limitations was evidentiated by means of an empirical evaluation. Finally, we can say that, beyond offering a broad and well-founded theoretical foundation for service able to harmonize service perspectives, UFO-S presented benefits as a reference model in the analysis of SoEA structuring principles, and in the (re)design of service modeling languages.

Das Service Engineering hat sich innerhalb der letzten Jahre zunehmend als eine wissenschaftliche Fachdisziplin etabliert. Das vorliegende Heft bietet in kompakter Form einen kurzen Abriss über die Entwicklung dieses Bereiches der Wissenschaft und kondensiert die Grundideen und bisher in der Forschung betrachteten Aspekte. Darüber hinaus erfolgt eine Auseinandersetzung mit neuen Anforderungen seitens der veränderten Dienstleistungswirtschaft. Aus diesen ergibt sich, dass bisherige Ansätze des Service Engineerings grundlegend weiterentwickelt und neue Ansätze bereitgestellt werden müssen. Diese bilden die Entwicklungspfade für ein Service Engineering 2.0.

Services Science is a new research discipline that has received, over the last years, a growing attention from academia and practice. It combines research from various fields which have evolved more or less independently and is concerned with the development and management of service products. Whereas theories from organizational and marketing science usually capture the nature of these products, engineering disciplines focus on shaping and developing these information goods, and the information systems field on integrating services as encapsulated application functionalities by using standardized (XML) interfaces. All these research streams converge in the new interdisciplinary area of Services Science which integrates the principles, design, and management of economic and technical services. For the fourth time, the \\\\\\\"International Symposium on Services Science (ISSS)\\\\\\\" offered an outstanding platform for the advancement and discussion of research in Service Science. In 2012, the ISSS focused on knowledge-intensive business services, also known as Smart Services, and their application in theory and practice. The ISSS was part of the Multi-Conference SABRE (Software, Agents and Services for Business, Research and E-Sciences, 24th-25th September 2012) and was held in Leipzig, Germany as a one-day event on the 25th September, 2012. The symposium was organized by the Information Systems Institute and the Department of Computer Science at the University of Leipzig as well as the Institute for Applied Informatics (InfAI), Fraunhofer MOEZ and the Leipziger Informatik-Verbund (LIV). As reflected in the conference proceedings, the sessions included in the agenda dealt with Smart Services from different perspectives: Smart Services in Theory and Practice, Smart Services in Management and Application, and Smart Services in High-Tech-Sectors. Although the official language of the conference is English, the authors had the opportunity to write their research contributions in English or German.