Table Of ContentLecture Notes
in Business Information Processing 53
SeriesEditors
WilvanderAalst
EindhovenTechnicalUniversity,TheNetherlands
JohnMylopoulos
UniversityofTrento,Italy
MichaelRosemann
QueenslandUniversityofTechnology,Brisbane,Qld,Australia
MichaelJ.Shaw
UniversityofIllinois,Urbana-Champaign,IL,USA
ClemensSzyperski
MicrosoftResearch,Redmond,WA,USA
Jean-Henry Morin Jolita Ralyté
Mehdi Snene (Eds.)
Exploring
Services Science
First International Conference, IESS 2010
Geneva, Switzerland, February 17-19, 2010
Revised Papers
1 3
VolumeEditors
Jean-HenryMorin
UniversityofGeneva
CUI
Batelle-bâtimentA
7,routedeDrize,1227Carouge
Switzerland
E-mail:[email protected]
JolitaRalyté
UniversityofGeneva
CUI
Batelle-bâtimentA
7,routedeDrize,1227Carouge
Switzerland
E-mail:[email protected]
MehdiSnene
UniversityofGeneva
CUI
Batelle-bâtimentA
7,routedeDrize,1227Carouge
Switzerland
E-mail:[email protected]
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Preface
The discipline of Services Science, introduced by IBM in 2002, has emerged and
matured in a true transdisciplinary atmosphere. Encompassing disciplines not only in
management and engineering, it also draws from disciplines such as social and cogni-
tive sciences, law, ethics, economics etc. to address the theoretical and practical as-
pects of the challenging services industry and its economy.
Services Science leverages methods, results and knowledge stemming from these
disciplines towards the development of its own concepts, methods, techniques and
approaches thus creating the basis for true trans-disciplinary gatherings and the pro-
duction of transdisciplinary results. Services Science is building a concrete framework
for transdisciplinary purposes.
IESS1.0 – the First International Conference on Exploring Services Science – was
the first international conference held in Europe in this domain. The conference took
place during February 17–19, 2010 in Geneva, Switzerland. The goal of the confer-
ence was to build upon the growing community to further study and understand this
emerging discipline. Academics, researchers and practitioners of all disciplines were
invited to contribute their results and approaches to Services Science in a trans-
disciplinary setting. In order to achieve the best possible mix of disciplines and their
representation, the conference call for papers was structured around transdisciplinary
service research topics including service innovation, service exploration, service de-
sign, service engineering, and service sustainability, and around more disciplinary
oriented service contexts such as: sectors and services, IT and services, foundations of
services science, and governance and management.
The 27 papers included in this volume were carefully selected by the International
Program Committee out of 42 submissions; 19 full papers and 8 short papers were
presented during the conference. Given the novelty of the domain of Services Science
we would like to acknowledge and thank all the reviewers for their valuable and pro-
fessional work in crafting the program of this first conference.
The conference featured the keynote presentation of Diem Ho from IBM on “Ex-
ploring Service Science in our Current Socioeconomic Environment.” Before the
conference, a half-day Societal Forum was held and addressed issues in the areas of
regulatory compliance and initiatives in eGovernment. Next year’s conference is
planned to take place in Geneva for its second edition (IESS 1.1), during February
16–18, 2011. As discussed and presented during the conference, the format will
change towards an open access and a creative commons licensing policy. The submis-
sion process is also evolving towards an open submission process geared at establish-
ing conversations between authors and reviewers. More information will be available
on the IESS website.
We would like to thank all the participants and the organizers for their valuable
contributions. In particular the Conference Chairs: Eric Dubois (Centre Henri Tudor,
Luxembourg), Dimitri Konstantas and Michel Léonard (University of Geneva,
VI Preface
Switzerland); the Organizing Committee: Jean-Henry Morin, Jolita Ralyté, Mehdi
Snene (University of Geneva), Yves Pigneur and Thibault Estier (HEC Lausanne),
and all the volunteers: Marie-France Culebras, Aziz Khadraoui, Laurent Moccozet,
Mélanie Montagnol, Wanda Opprecht, Jean-Marc Seigneur, Xavier Titi, Alfredo
Villalba Castro, Hikari Watanabe, Anastasiya Yurchyshyna (University of Geneva).
We wish you a pleasant reading and a fruitful use of these research results in your
research and applications.
April 2010 Jean-Henry Morin
Jolita Ralyté
Mehdi Snene
Organization
Conference Chairs
Eric Dubois Centre Henri Tudor, Luxembourg
Dimitri Konstantas University of Geneva, Switzerland
Michel Léonard University of Geneva, Switzerland
Organizing Committee
Jean-Henry Morin University of Geneva, Switzerland
Jolita Ralyté University of Geneva, Switzerland
Mehdi Snene University of Geneva, Switzerland
Yves Pigneur HEC, University of Lausanne, Switzerland
Thibault Estier HEC, University of Lausanne, Switzerland
Program Committee
Antonia Albani Delft University of Technology, The Netherlands
Thecle Alix University of Bordeaux, France
Pere Botella UPC, Barcelona, Spain
Nuria Castell UPC, Barcelona, Spain
Eric Dubois Centre Henri Tudor, Luxembourg
Thibault Estier University of Lausanne, Switzerland
Joao Falcão e Cunha University of Porto, Portugal
Xavier Franch UPC, Barcelona, Spain
Gilles Halin ENSA University of Nancy, France
Petra Hocová Masarykova University of Brno, Czech Republic
Dimitri Konstantas University of Geneva, Switzerland
Patricia Lago Free University of Amsterdam, The Netherlands
Michel Léonard University of Geneva, Switzerland
Kelly Lyons University of Toronto, Canada
Jean-Henry Morin University of Geneva, Switzerland
Andreas Opdahl University of Bergen, Norway
Oscar Pastor Valencia University of Technology, Spain
Barbara Pernici Politecnico di Milano, Italy
Yves Pigneur University of Lausanne, Switzerland
Jolita Ralyté University of Geneva, Switzerland
Ruth Raventos Universitat Politècnica de Catalunya, Spain
Gil Regev EPFL, Lausanne, Switzerland
Gerhard Satzger Karlsruhe Service Research Ins., Germany
VIII Organization
Florence Sèdes University of Toulouse, France
Mehdi Snene University of Geneva, Switzerland
Eva Söderström University of Skövde, Sweden
Robin Qiu Pennsylvania State University, USA
Bruno Vallespir University of Bordeaux, France
Table of Contents
Towards a Model for Measuring Customer Intimacy in B2B Services.... 1
Franc¸ois Habryn, Benjamin Blau, Gerhard Satzger, and
Bernhard Ko¨lmel
Usage-CenteredDesignofAdaptableVisualizationServices:Application
to Cooperation Support Services System in the AEC Sector ........... 15
Sylvain Kubicki and Gilles Halin
From End-User’s Requirements to Web Services Retrieval: A Semantic
and Intention-Driven Approach .................................... 30
Isabelle Mirbel and Pierre Crescenzo
Lean Manufacturing in Public Services: Prospects for Value Creation ... 45
Ayham Jaaron and Chris Backhouse
Determinants of Continuance Intention towardsSelf-service Innovation:
A Case of Electronic Government Services .......................... 58
Shu-Lu Hsu, Huichich Wang, and Hersen Doong
A Service Science and Engineering Approach to Public Information
Services in Exceptional Situations - Examples from Transport ......... 65
Petra Hocov´a and Jo˜ao Falc˜ao e Cunha
Service Portfolio Design for Service Innovation Management: The Case
of a Luxemburgish Research and Technology Organization ............ 82
Pierre-Jean Barlatier, Jean-Charles Bernacconi, and Sandrine Reiter
Definition of a Description Language for Business Service
Decomposition................................................... 96
Lam-Son Lˆe, Aditya Ghose, and Evan Morrison
Can Software Architecture Review Methods Apply to Service
Design?......................................................... 111
Simon Field
Framework for Design Research in Health and Care Services........... 125
Eva-Maria Hempe, Terry Dickerson, Anthony Holland, and
P. John Clarkson
Towards an Ontology-Based Approach for Creating Sustainable
Services......................................................... 136
Anastasiya Yurchyshyna and Wanda Opprecht
X Table of Contents
Systemic Service Design: Aligning Value and Implementation.......... 150
Arash Golnam, Gil Regev, Julien Ramboz, Philippe Laprade, and
Alain Wegmann
A Framework for Developing a Co-Design Environment for e-Business
Applications..................................................... 165
Yazrina Yahya, Muriati Mukhtar, Norleyza Jailani, Salha Abdullah,
Zuraidah Abdullah, and Abdul Razak Hamdan
On Service Systems – By Definition of Elementary Concepts towards
the Sound Theory of Service Science................................ 179
Petra Hocov´a and Zdenko Stan´ıˇcek
A Conceptual Frameworkfor Service Modelling in a Network of Service
Systems ........................................................ 192
Thang Le Dinh and Thanh Thoa Pham Thi
Services Design for People......................................... 207
Rafael Zaballa
Life Cycle of Virtualized Service Resource in BIRIS Environment ...... 215
Xiaofei Xu, Xianzhi Wang, and Zhongjie Wang
A Conceptual Model of Service Exchange in Service-Dominant Logic ... 224
Geert Poels
Think Large, Act Small: An Approach to Web Services for Embedded
Systems Based on the OSGi Framework ............................ 239
Roman Roelofsen, David Bosschaert, Volker Ahlers,
Arne Koschel, and Irina Astrova
Value Co-creation and Customer-Driven Innovation in Social
Networking Systems.............................................. 254
Garyfallos Fragidis, Ioannis Ignatiadis, and Chris Wills
e-Profile Management as a Basic Horizontal Service for the Creation of
Specialized e-Services............................................. 259
Maria Chiara Pettenati, Franco Pirri, and Dino Giuli
Febos: A Service-Oriented System for Collaborative Music Creation .... 264
Ignacio Lo´pez, Antonio Can˜abate, and Ruth Ravent´os
Compliance in e-Government Service Engineering: State-of-the-Art ..... 270
Slim Turki and Marija Bjekovic-Obradovic
Customer Lifetime Value under Complex Contract Structures ......... 276
Christoph Heitz, Andreas Ruckstuhl, and Marcel Dettling
Total Cost of Service Life: The Need for Decision Support in Selecting,
Comparing and Orchestrating Services.............................. 282
J¨org Becker, Daniel Beverungen, Martin Matzner, and Oliver Mu¨ller
Table of Contents XI
A Cross Disciplinary Approach to Analyze the Effects of Digitalized
Service Implementation........................................... 289
Th`ecle Alix and David Reymond
Towards a Unifying Process Framework for Services Knowledge
Management .................................................... 295
Vikram Sorathia, Marten van Sinderen, and Lu´ıs Ferreira Pires
Author Index.................................................. 301
