Service science is an emerging multidisciplinary field concerned with the study of service systems and value co-creation. In recent years, the field has expanded considerably, growing to encompass a community of researchers and practitioners from a range of backgrounds and knowledge domains. However, very little research has focused on the study of service systems within the context of social-purpose organizations (SPOs), such as a nonprofit charitable organization or academic institution. We contend that SPOs represent a class of service systems that are understudied in service science, and the goal of this thesis was to contribute to the ongoing development of the disciplines theoretical foundations through an empirical study of a special type of SPO, the social enterprise. Through case-study research we surveyed five social enterprise organizations across Canada. Our findings point to a number of areas that suggest a conceptual bias towards service systems that are economically motivated and profit driven.

The aim of this study was to examine the relationships among pre-service science teachers&rsquo / personality, self-regulation, and teaching self-efficacy by proposing and testing a comprehensive conceptual model. In the model, it was hypothesized that personality traits are directly linked to pre-service science teachers&rsquo / self-efficacy and academic self-regulation, and pre-service science teachers&rsquo / academic self-regulation is directly related to their self-efficacy. A total of 1794 pre-service science teachers (876 males and 905 females) from 27 education faculty partic ipated in the study. Self-efficacy (i.e. self-efficacy for student engagement, for instructional strategies, and for classroom management), academic self-regulation (i.e. achievement goals, task value, control of learning beliefs, test anxiety, metacognitive self-regulation, effort regulation, and peer learning), and personality trait (i.e. Neuroticism, Extraversion, Openness, Agreeableness, and Conscientiousness) were assessed by self-report instruments. The results of the path analysis revealed that agreeableness, neuroticism, performance approach goals, and use of metacognitive strategies were positively linked to different dimensions of self-efficacy, namely self-efficacy for student engagement, instructional strategies, and classroom management. In general, while agreeableness and neuroticism were found to be positively associated with different facets of academic self-regulation and self-efficacy, openness was found to be negatively linked to these adaptive outcomes.

The purpose of this study was to investigate the preservice science teachers&rsquo / perceived technological pedagogical content knowledge (TPACK) on genetics. More specifically, the purpose was to examine the relationships among the components of TPACK and genetics knowledge of the preservice science teachers. Moreover, findings the effect of the demographic information on perceived TPACK was also aimed. This study was conducted with preservice science teachers who were enrolled in elementary science education department of Education Faculties of eight public universities located in Central Anatolia. 1530 preservice science teachers participated to the study. There were two instruments used in this research which were perceived TPACK questionnaire, which was later adopted by the researcher as perceived TPACK on genetics, and genetic concepts test. v Data were analyzed by using descriptive and inferential statistics. In order to answer the first research question, descriptive information about the components of TPACK was given. Correlational analyses were used to identify the relationship between each component of the perceived TPACK on genetics and their genetic knowledge. Another correlational analysis was conducted for the third research question which seeks the relationships among the components of the TPACK. Moreover, MANOVA was conducted to investigate the impact of gender and year of enrollment on perceived TPACK on genetics of preservice science teachers. The results revealed that genetic knowledge was correlated with each component except the perceived project specific technology knowledge. Moreover, there were positive significant correlations among the components of the TPACK. According to the MANOVA results, the mean scores of male and female preservice science teachers differ in five components of TPACK, namely project specific technology knowledge, pedagogical knowledge, pedagogical content knowledge, technological content knowledge and technological pedagogical content knowledge. The results of MANOVA for year of enrollment revealed that the mean ETK, GTK, PSTK, and CK scores of participants with different year of enrollment differ significantly.

Dans cette recherche, nous abordons le problème de le recherche de services qui répondent à des besoins des utilisateurs exprimés sous forme de requête en texte libre. Notre objectif est de résoudre les problèmes qui affectent l'efficacité des modèles de recherche d'information existant lorsqu'ils sont appliqués à la recherche de services dans un corpus rassemblant des descriptions standard de ces services. Ces problèmes sont issus du fait que les descriptions des services sont brèves. En effet, les fournisseurs de services n'utilisent que quelques termes pour décrire les services souhaités. Ainsi, lorsque ces descriptions sont différentes des phrases dans les requêtes ce qui diminue l'efficacité des modèles classiques qui dépendent de traits observables au lieu de traits sémantiques latents du texte. Nous avons adapté une famille de modèles de recherche d'information (IR) dans le but de contribuer à accroître l'efficacité acquise avec les modèles existant concernant la découverte de services. En outre, nous avons mené des expériences systématiques afin de comparer notre famille de modèles IR avec ceux de l'état de l'art portant sur la découverte de service. Des résultats des expériences, nous concluons que notre modèle basé sur l'extension des requêtes via un thésaurus co-occurrence est plus efficace en terme des mesures classiques utilisées en IR que tous les modèles étudiés dans cette recherche. Par conséquent, nous avons mis en place ce modèle dans S3niffer, qui est un moteur de recherche de service basé sur leur description standard. / In this research, we address the problem of retrieving services which fulfil users' need expressed in query in free text. Our goal is to cope the term mismatch problems which affect the effectiveness of service retrieval models applied in prior re- search on text descriptions-based service retrieval models. These problems are caused due to service descriptions are brief. Service providers use few terms to describe desired services, thereby, when these descriptions are different to the sentences in queries, term mismatch problems decrease the effectiveness in classical models which depend on the observable text features instead of the latent semantic features of the text. We have applied a family of Information Retrieval (IR) models for the purpose of contributing to increase the effectiveness acquired with the models applied in prior research on service retrieval. Besides, we have conducted systematic experiments to compare our family of IR models with those used in the state-of-the-art in service discovery. From the outcomes of the experiments, we conclude that our model based on query expansion via a co-occurrence thesaurus outperforms the effectiveness of all the models studied in this research. Therefore, we have implemented this model in S3niffer, which is a text description-based service search engine.

Dans cette recherche, nous abordons le problème de le recherche de services qui répondent à des besoins des utilisateurs exprimés sous forme de requête en texte libre. Notre objectif est de résoudre les problèmes qui affectent l'efficacité des modèles de recherche d'information existant lorsqu'ils sont appliqués à la recherche de services dans un corpus rassemblant des descriptions standard de ces services. Ces problèmes sont issus du fait que les descriptions des services sont brèves. En effet, les fournisseurs de services n'utilisent que quelques termes pour décrire les services souhaités. Ainsi, lorsque ces descriptions sont différentes des phrases dans les requêtes ce qui diminue l'efficacité des modèles classiques qui dépendent de traits observables au lieu de traits sémantiques latents du texte. Nous avons adapté une famille de modèles de recherche d'information (IR) dans le but de contribuer à accroître l'efficacité acquise avec les modèles existant concernant la découverte de services. En outre, nous avons mené des expériences systématiques afin de comparer notre famille de modèles IR avec ceux de l'état de l'art portant sur la découverte de service. Des résultats des expériences, nous concluons que notre modèle basé sur l'extension des requêtes via un thésaurus co-occurrence est plus efficace en terme des mesures classiques utilisées en IR que tous les modèles étudiés dans cette recherche. Par conséquent, nous avons mis en place ce modèle dans S3niffer, qui est un moteur de recherche de service basé sur leur description standard. / In this research, we address the problem of retrieving services which fulfil users' need expressed in query in free text. Our goal is to cope the term mismatch problems which affect the effectiveness of service retrieval models applied in prior re- search on text descriptions-based service retrieval models. These problems are caused due to service descriptions are brief. Service providers use few terms to describe desired services, thereby, when these descriptions are different to the sentences in queries, term mismatch problems decrease the effectiveness in classical models which depend on the observable text features instead of the latent semantic features of the text. We have applied a family of Information Retrieval (IR) models for the purpose of contributing to increase the effectiveness acquired with the models applied in prior research on service retrieval. Besides, we have conducted systematic experiments to compare our family of IR models with those used in the state-of-the-art in service discovery. From the outcomes of the experiments, we conclude that our model based on query expansion via a co-occurrence thesaurus outperforms the effectiveness of all the models studied in this research. Therefore, we have implemented this model in S3niffer, which is a text description-based service search engine.

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.

Das Buch widmet sich dem Potential von Dienstleistungen in Hochtechnologiefeldern und versucht, Potentiale für eine Verknüpfung von Forschung im Bereich von Dienstleistungen und Hochtechnologie aufzuzeigen. Einen Ansatzpunkt hierfür bilden Clusterstrukturen. Eine stärkere „Servifizierung“ in den Strukturen dieser High-Tech-Cluster bietet hohe Potentiale zur Generierung von integrierten Smart-Services, die adaptiv, wissensintensiv, verteilt, unter Kundeneinbeziehung und mit Einsatz von entsprechender Hochtechnologie Lösungen in Märkte tragen. Dazu sind Strategien zu suchen, wie unter Nutzung existierender Erkenntnisse der Dienstleistungsforschung High-Tech-Cluster Smart Services gezielt entwickeln und in den Markt tragen können.

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Human Computer Interaction (HCI) interventions such as User Experience, Usability and Accessibility are widely accepted as great milestones in the developmental process of computer-based system applications – be it web-based, PC-based or ubiquitous. However, there is still a need for an understanding of the critical benefits – both tangible and intangible – that HCI interventions may bring within business. It is still necessary to investigate and clearly understand how the issues that emanate from the usability and accessibility problems affect business as well as what value HCI techniques contribute to the profitability of implementing and using computer-based systems. A case study approach was undertaken within a Travel Management Company (TMC) on a computer-based system used for both back-end and front-end activities, such as invoicing as well as Management Information System (MIS) reports. The aim was to ascertain how the incorporation of HCI interventions (Usability and Accessibility) in evaluating the design and the development process of software applications can impact on the usefulness of such computer application systems. The investigation in areas such as the redefining business processes in order to generate a competitive advantage, enhancing user skills, improving user productivity, user satisfaction and retention, reducing training costs, and quality service provision were of particular interest. The end results of the study affirm an important and significant role that specific and focussed HCI interventions make in the successful implementation of contemporary computer-based systems. However, for businesses to gain most of the potential benefits from HCI interventions, both the software development houses and business practitioners should make use of the HCI techniques and place greater priority and emphasis on the awareness and use of HCI (Usability) standards in the development process / Computing / M. Sc. (Information Systems)

科技進步使人類生活不斷改善，產業的發展逐漸轉變，服務業的崛起已成為世界趨勢。在資訊科技的推動下，服務業除了關注人與人的互動與商業的交換之外，科技漸漸成為另一個重要因素，服務產業的核心轉為由科技、人、及商業流程所組成，新的科學理論─「服務科學」應運而生。服務科學的目的在整合各領域之知識以促進服務創新。另一方面，服務產業的重要成員─數位內容產業正迅速發展，在數位內容創作領域中，消費者與生產者角色逐漸模糊，成為協同互利的夥伴，這樣的轉變衍生許多新的問題有待解決，包括夥伴關係如何建立與平台機制的發展等。因此，透過服務科學解決數位內容產業的問題，當是一項值得採用之方法。本研究透過服務科學的三個面向─服務組成、服務流程、以及服務價值作為研究的背景架構，並採用結合語意網路、模糊規則、基因演算法所組成之語意式模糊基因演算法作為數位內容問題的解決方案，在電子市集的環境推動下，以協同式夥伴配對的方式，達到使用者的創作利益。系統共分三大服務組成：本體發展模組、語意式模糊基因演算夥伴配對模組、以及協同價值評價模組，以語意定義創作問題與產品的概念，並透過基因演算法改善模糊規則，釐清概念間的關係，最後透過市場機制完成配對達成雙方利益。本系統之預期貢獻分為：(1)利用服務科學改善數位內容問題。(2)為服務科學方法之應用提供發展方向。 / The economies of the world have been shifting labor from agriculture and manufacturing into services. In the emergent concept of service science, competition will center on value co-creation experiences with information technology and service innovation refers to invented service system designs yielding values to real service problems. This paper presents a novel service system design for the digital content industry. This service design is unfolded with a marketplace featuring producers/consumers collaboratively co-creating digital contents and a self-regulating mechanism enabled by a semantic-based fuzzy genetic approach. In the marketplace, the roles of consumers and producers blur, and they are partners who collaborate to attain mutual benefits. The service system encompasses three service components (ontology developer, S-FGA partnership matcher and co-created value appraiser) that altogether work to empower producers/consumers who can effectively co-create their digital contents in a novel collaborative way. In addition to presenting a solution to digital content creation, this paper also showcases a new methodology for service innovation referred in service science.