CFP: Smart Service Systems (Information Systems Journal)

This just in from Christoph Breidbach:



I very much enjoy reading through and was hoping that you could include a CfP on the page.

My colleagues Daviel Beverungen, Jens Poeppelbuss, Virpi Tuunainen and I are editing a Special Issue on

‘Smart Service Systems: An Interdisciplinary Perspective’ for the Information Systems Journal.

The CfP is attached. You can also find it here:

If you do have any questions, please let me know.

Thank you,


Dr Christoph Breidbach
Lecturer, Department of Computing and Information Systems
Melbourne School of Engineering
The University of Melbourne, Victoria 3010
T: +61 383 442 987 | E: W:

a new “science of cognitive computing” curriculum

Currently, I am working on a new “science of cognitive computing” curriculum for IBM with our partner universities and others to allow people of all ages to design, build, understand, and work with cognitive mediators.  The curriculum is inspired in part by the work of Douglas Engelbart, an American engineer and inventor, and an early computer and Internet pioneer, who urged us to work quickly to augment human intellect to address complex, urgent problems.

Initially,  we plan to use the curriculum to show people how to design and build cognitive mediators that augment their personal and professional memories and suggest profitable connections and conversations between people – a type of relationship-oriented computing.   Later, we plan to use the curriculum to help people understand how intelligence (capabilities to perform useful tasks) develops in people and machines using specific data sets and learning algorithms, both unsupervised (evolution) and supervised (culture).  Finally, we plan to use the curriculum to help people explore how best to work with their cognitive mediators, individually and collectively.

Cognitive mediators begin to address some of the problems associated with “bounded rationality” in decision making – the condition noted by Herbert Simon, a Nobel Prize laureate, was an American political scientist, economist, sociologist, psychologist, and computer scientist whose research ranged across the fields of cognitive psychology, cognitive science, computer science, public administration, economics, management, philosophy of science, sociology, and political science, unified by studies of decision-making.     Cognitive mediators can help facilitate value co-creation and capability co-elevation interactions between entities at multiple scales.

People with their cognitive mediators can be thought of as systems in networks.  For example, a smart service system can be viewed as a type of sociotechnical system in which most people are augmented with cognitive mediators to get and give service offerings.    A wise service system goes beyond smart, to improve multi-scale entity interaction opportunities generation over generation improving individual and collective quality of life into the future.

Ideally, the new curriculum will inspire students and professionals to see the world more like Douglas Engelbart (opportunity to augmented the intellect of people individually and collectively to address complex, urgent problems) and Herbert Simon did (opportunity to use physical-symbol-systems to overcome some of the challenges faced by people with bounded rationality, who are making decisions in diverse types of organizations, ranging from families to businesses to nations).  They both had a transdisciplinary or future-ready T-shaped perspective, and saw the world as interacting physical-symbol-systems with great potential to use technology to improve how people interact with each other in organizations.  They both saw the world as people interacting socially and economically to solve problems, with more and more advanced technologies being designed to facilitate those interactions.  Technology was seen by both Engelbart and Simon as a great enabler of improved interactions and decision-making between people in business and society, especially value co-creation and capability co-elevation interactions between entities at multiple scales, personal, business, and national levels of entity interactions.

A goal of some members of the artificial intelligence community is develop intelligent entities with self-awareness, and the capability to collectively establish appropriate, ethical rights and responsibilities between intelligent interacting entities. The best/classic starting point is the book The Sciences of the Artificial.  For modern techniques, see the book  Artificial Intelligence: A Modern Approach.  A good/classic starting point to understand self-awareness in intelligent systems (physical-symbol-systems) is the online article Cognitive Economy.

A goal of some members of the cognitive science community is to understand the development and functioning of intelligence in people.  The best/classic starting points are the two books Scripts, Plans, Goals and Understanding: An Inquiry into Human Knowledge Structures and Things That Make Us Smart: Defending Human Attributes in the Age of the Machine, as well as the online article Augmenting Human Intellect: A Conceptual Framework.

A goal of the community developing the new curriculum is to help all interested people design-build, understand, and work with their own personal cognitive mediator, to augment human intellect to address complex, urgent problems (Engelbart) and to systematically address some of the problems of bounded-rationality in decision-making (Simon).  Recently, it has been suggested that the development of Software Social Organisms: Implications for Measuring AI Progress has benefits for the advancement of knowledge in all academic disciplines.

IBM has initially termed the new curriculum – “the science of cognitive computing.”

However, more broadly the new curriculum is intended to empower all interested people to learn about the design, engineering, management, public policy, and especially the science of personal and professional cognitive mediators (intelligent systems, cognitive computing, smart machines) for all business and societal roles.

The curriculum will be especially useful to learners who wish to understand and enhance the beneficial impact of cognitive mediators in business and society as part of smart service systems.  The curriculum is being developed with the intention to help everyone understand and benefit from intelligent technology (cognitive computing) that enables the use of personal and professional cognitive mediators to enhance social and economic interactions between people.


* Spohrer J, Banavar G (2015). Cognition as a Service: An Industry Perspective. AI Magazine. 36(4): 71-86.

* The complete Winter 2015 issue of  AI Magazine can be accessed here:

* Spohrer J (2016). Innovation for Jobs with Cognitive Assistants: A Service Science Perspective.  In “Disrupting Unemployment: Reflection on a Sustainable, Middle Class Economic Recovery,” editors Nordfors D, Cerf V, Senges M. Kansas City, MO USA: Ewing Marion Kauffman Foundation. Pp. 157-174.

* The complete book is available on Amazon here

* Spohrer J, Bassano C, Piciochhi P, Siddike MAK (2016). What Marks a System Smart? Wise? Proceedings of AHFE Human-Side of Service Engineering (HSSE) Conference.

* The concept of smart service system has been an exploratory development of the USA National Science Foundation, and a number of major universities and companies, and government organizations from around the world.

* MIT-NSF Event:

* NSF LinkedIn group:

* HICSS Conference tracks:

Opinion: New teaching curriculum, discovery process, and political philosophy needed for building robust cognitive systems

A colleague of mine, whom I have great respect for, just sent a fascinating email to a group of global computer science researchers as well as social science and policy making scholars.  He wrote in part:


Building robust cognitive systems requires moving beyond task-specific systems, to cognitive architectures where the same system (1) handles multiple tasks, (2) takes an active role in its own learning, and (3) does so over weeks, months, and years without humans who understand its internals in the loop.  Of those three things, the first has been done to a limited degree, in that cognitive architectures are capable of doing many tasks.


>>> Opinion: For those with more time to read…

I agree with: “(1) handles multiple tasks, (2) takes an active role in its own learning,”

I disagree with: “(3) does so over weeks, months, and years without humans who understand its internals in the loop.”

Our processes for building robust cognitive systems in academia, industry, and government are not open, agile, or thoughtful enough yet to make rapid and purposeful progress IMHO.

A new teaching curriculum for education, a new discovery process for research, and a new political philosophy for why we are doing this work for economic and societal good are all three much needed.

Picture instead a large population of cognitive entities cooperating…  watching and learning from each other – both people and machines.

Reframing “taking an active role its own learning” as Computer-Supported Collaborative Work (CSCW) for test-taking machines and people would greatly accelerate purposeful progress.

=== Reframing hard problems with better processes: A good example

For those with an interest in reframing hard problems with better processes – this is a good example and fun read (though I prefer learn-faster to fail-quicker in the title)…


MacCready’s insight was that everyone who was working on solving human-powered flight would spend upwards of a year building an airplane on conjecture and theory without a base of knowledge based on empirical tests. Triumphantly, they would complete their plane and wheel it out for a test flight. Minutes later, a year’s worth of work would smash into the ground.

Even in successful flights, the flight would end with the pilot physically exhausted just a couple hundred meters later. With that single new data point, the team would work for another year to rebuild, re-test, and re-learn. Progress was slow for obvious reasons, but that was to be expected in pursuit of such a difficult vision. That’s just how it was, went the common thinking.

The problem was the problem. MacCready realized that what needed to be solved was not, in fact, human-powered flight. That was a red herring. The problem was the process itself. And a negative side effect was the blind pursuit of a goal without a deeper understanding of how to tackle deeply difficult challenges. He came up with a new problem that he set out to solve: How can you build a plane that could be rebuilt in hours, not months?


By thoughtful and purposeful, I mean simultaneously improving people’s skills and machines’ capabilities, in this case for taking-tests.

“Why do one and not both?” Prof. Elliot Soloway (then at Yale, now at University of Michigan) once asked me.

This is the question that shifted my research work at Yale in the 1980’s from building intelligent systems to building tutoring systems with better student models.

Masters research:
Spohrer JC, Riesbeck CK. 1984. ESAU ( Economic Story Analyzer and Understanding): Reasoning-driven memory modification in the economics domain. Yale University. Department of Computer Science.

Doctoral research & later book.
Spohrer, J.C., 1989. Marcel: a generate-test-and-debug (gtd) impasse/repair model of student programmers. Yale University. Department of Computer Science.

Spohrer JC. 1992. MARCEL: Simulating the novice programmer.  Intellect Books.

Done right, with the right processes,  it is possible to accelerate progress both for people’s skills and machines’ capabilities – value co-creation and capability co-elevation is the basis of service science, an area I have been researching for several years now:

New teaching curriculum, discovery process, and political philosophy are much needed IMHO.

Engelbart at work

Engelbart at work

Shared on Facebook, a yound Doug Engelbart having fun

Shared on Facebook, a yound Doug Engelbart having fun

Of course, this was the focus of the life work of Doug Engelbart, see Augmenting Human Intellect, whom I met when I arrived in Silicon Valley in the 1990’s.   Attaching two photographs of Doug – one at work and one when he was much younger



Startups are hard work and most will fail

Startups are hard work and most will fail.

However,  most students and early career professionals will become more future-ready T-shaped adaptive innovators if they work hard and learn fast at one or more startups.

Steve Miller (IBM Analytics) sent me these interesting reads:

Check out one experience about how hard it really is to spin up a company.

Then there’s this.

A good list of successful ones in terms of raising money.

Engelbart on Improving Improvement

Doug Engelbart is most well-known for the invention of the mouse, and being an internet pioneer (the first leg of the internet connected to his lab in California).

However, for those who know his work, these contributions are not the most significant.

Doug’s vision for improving improvement to better tackle complex, urgent problems is to many his most significant contribution.

Here is one of Doug Engelbart’s papers on that topic:

Improving Our Ability to Improve: A Call for Investment in a New Future

My favorite quote from that paper is this:

The shovel is a tool, and so is a bulldozer. Neither works on its own, “automating” the task of digging. But both tools augment our ability to dig. And the one that provides the greatest augmentation, not surprisingly, takes the most training and experience in order to use it really effectively.

The capability infrastructure requires the co-evolution of the tool system and the human system as Doug so simply put it.

The above paper was part of the 2003 IBM Research – Almaden, San Jose, CA event:

Symposium on the Coevolution of Technology and Business Innovation

More pointers to that event below….



CFP: T-Summit Book (short 4-page papers)

Dear T-Summit enthusiast,

Thanks for your interest in and contributions to past T-Summits.

We are collecting extended abstract/short 4-page papers now for an ISSIP BEP T-Summit book (

First draft submissions should be sent to by May 1st.

Authors will be notified by August 1st or sooner, if their short paper will be included or needs revision.

T-Summit short paper topics include:

– What is a T-shaped professionals? What institutions hire T-shapes? What institutions create T-shapes?  

    – How and why do T-shapes make the best adaptive innovators? the best entrepreneurs? the best life-long learners?

    – Breadth and depth of knowledge, skills, and competencies, combined with 21st Century mindset, and knowledge of self and others in large co-creation networks

    – Transformational change of education to create graduates and lifelong learners with T-shaped skills

    – Project-based and experiential learning, with industry-academic-government-and-professional-association collaboration and badges

    – 21st Century (Cognitive Era) mindset, how success is determined more by what we can do with our knowledge, than simply how much we know

    – What is a T-shaped mindset? How does empathy, growth mindset, design thinking, systems thinking, service thinking combine in T-shapes?

    – How early should education begin cultivating T-shaped mindsets in students?  How best can it be done at different ages and skill levels?

    – What simple and sophisticated faculty best practices can help students learn teamwork?

    – What do industry practitioners need to do to help cultivate and mentor T-shaped students and peers?

    – What public policy can help promote the transformation needed in education, industry, government, and professional associations to promote T-shaped development?

    – What can students do to develop at T-shapes, and help their institutions and network better evolve towards and embrace the T-model?

   – Other T-shaped related topics and questions.

ISSIP BEP T-Summit Book Team
Haluk Demirkan, Yassi Moghaddam, Phil Gardner, Jim Spohrer

P.S. Please use your LinkedIn profile URL for complimentary ISSIP registration to get more information about T Summits:

CFP: ICSS 2016, Oct. 15-16, 2016, Chongqing, China

The 9th International Conference on Service Science (ICSS 2016)

Theme: Cognitive Service Science and Big Services

October 15-16, 2016, Chongqing, China


Chongqing University, China

IBM China

Technical Committee of Services Computing, China Computer Federation (CCF)

Background and History

International Conference on Service Science (ICSS) is an annual academic event initiated by IBM and directed by the Advisory and Steering Committee on Serviceology in China, and is also one of the top events of service science community in China. ICSS features a unique mix of academic, industrial, and cross-discipline topics, and provides a platform for the presentation and exchange of research results and practical experiences as well as education development on serviceology. ICSS also aims at bridging the perspectives of researchers and the needs of practitioners. The speakers in the conference include many of the leading service science experts from both academia and service industries around the world.

Service Science, an emerging cross-discipline area, addresses key research and practice issues in developing modern service industries. ICSS focuses on the complementary and synergistic aspects of established fields such as computer science, informatics, software engineering, operation research, industrial engineering, management science, social and cognitive sciences, which are expected to contribute to the further development of service sciences. Furthermore, ICSS also encourages exploring and studying scientific and practical issues that are fundamental to the service sector including management theories and techniques with unique service perspectives.

The previous eight ICSS events were successfully held at Beijing (2008 and 2009), Hangzhou (2010), Taipei (2011), Shanghai (2012), Shenzhen (2013), Wuxi (2014), and Weihai (2015). Over 100 experts around the world attended each of the ICSS conferences. Following this trend, ICSS 2016 will be held in Chongqing, a major city in Southwest China and one of the four direct-controlled municipalities of China.

ICSS 2016 aims to bring together scholars and students, researchers and managers of serviceology related areas and industries for intellectual exchanges, research cooperation, education and professional development. ICSS 2016 will offer keynote speeches and three tracks (research track, application, industry and education track, work-in-progress track), for inviting presentations of theoretical research findings and case study in service science and its related fields, and also offers excellent networking opportunities to participants, with a wonderful taste of local culture in Chongqing.

Honorary Chairs

Junliang Chen, Professor of BUPT, Academician of Chinese Academy of Sciences, China

Fuqing Yang, Professor of Peking University, Academician of Chinese Academy of Sciences, China

Conference Co-Chairs

Xiaofei Xu, Professor, Harbin Institute of Technology

Xiaowei Shen, Director, IBM Research China

Dan Yang, Professor, Chongqing University

Program Committee Co-Chairs

Weiping Li, Professor, Peking University

Qingyu Xiong, Professor, Chongqing University

Zhongjie Wang, Professor, Harbin Institute of Technology

Tracks and Topics of Interests

Research Track

The ICSS 2016 research track seeks original, unpublished research papers reporting substantive new work in various aspects of services science, management, engineering, and technology. Research papers must properly cite related work and clearly indicate their contributions to the field of serviceology and related fields. All topics relevant to serviceology are of interest, but the conference program committee particularly encourages submissions in the following categories:

  1. Cognitive Service Science
  • Service and service system modeling, simulation and analysis
  • Human behavior in service systems
  • The dynamics of service system evolution
  • Service optimization methods
  • Data mining for service intelligence
  • Service psychology
  • Fundamentals of service science and serviceology
  • Idealized cognitive model
  • Big data and cognitive service
  • Mathematical models describing cognitive processing
  • Cognitive linguistics
  • Context-aware service computation
  • Self-adaptable service computation
  1. Service Management
  • Consumer/customer service experience
  • Customer relationship management
  • Service supply chain management
  • Human resource management in services
  • Service project management
  • Service development process management
  • Service quality management
  • Service marketing management
  • Service-dominant logic of marketing
  • Service communication
  • Service value and pricing
  • Service branding
  1. Service Innovation and Design
  • Service design methodology
  • Service innovation theory
  • Business model innovation
  • Service value modeling and optimization
  • Business service process modeling and design
  • Social network and service innovation
  • Innovation and service industry evolution
  • Tools and techniques for IT service innovation and management
  • Globalization of service innovation
  1. Software Service Engineering
  • Service oriented requirement engineering
  • Service oriented architecture and engineering
  • Service design methodology
  • Model driven service engineering
  • Service composition and convergence
  • Service optimization methods
  • Service development and implementation
  • Domain oriented service engineering
  • SaaS based software service engineering
  • Service quality evaluation and assurance
  • Service demand forecasting, pricing, and planning
  • Data mining for service intelligence
  • User contribution systems
  • Mobile services
  1. Cloud Computing and Services
  • Cloud computing architectures and cloud solution design patterns
  • Infrastructure, platform, application, business, social, and mobile clouds
  • Self-service cloud portal, dashboard, and analytics
  • Cloud quality management and Service Level Agreement (SLA)
  • Cloud configuration, performance, and capacity management
  • Cloud migration service
  • Services in cloud computing
  1. Big Data and Big Services
  • Foundational models for big data and big service
  • Algorithms and programming techniques for big data processing
  • Big data persistence and preservation
  • Big data quality and provenance control
  • Management issues of social network big data
  • Privacy preserving big data analytics
  • Algorithms and systems for big data search
  • Visualization analytics for big data

Application, Industry and Education Track

The Applications, Industry and Education Track papers should generally have results from (ideally) real world development, deployment, and experiences delivering solutions of serviceology whereas research track papers should generally have either theoretical results or early implementation/prototype demonstrations. Additionally, an Applications, Industry and Education track paper can be structured like an “experience report” paper where one important section is “Lessons learned” or general advices gained from the experience. Other appropriate sections are general background on the solutions, overview of the solutions, and directions for future innovation and improvements.

  1. Applications and Industry Practice
  • Public Services: including services in public sectors, e.g. healthcare, government, education, transportation and logistics, traffic control, telecommunication, smart city, etc.
  • Private Services: including production services such as small business, distribution, retailing, etc; and life services such as service for social and cultural events, e-business services, social-network services, smart home services, etc.
  • Services in industrial sectors and manufacturing servitization
  • Other modern services applications
  1. Education and Curricula Development
  • Service science education and curricula design
  • Methodology and practice of service science curricula design
  • E-learning and MOOC course development on service science
  • Practice and experience of teaching and learning of service science
  • Professional requirement and development in modern service sectors
  • Case study for service science education

Working-In-Progress (WIP) Track

The ICSS 2016 WIP track provides a forum for attendees to illustrate and discuss their latest services computing related plans, projects, and advances, even when implementation or deployment has not been fully completed. However, the work should be advanced enough as to allow attendees to appreciate its scope and significance. Submissions may target on any topic related to the conference, describing on-going work at your institution. The Work-in-Progress papers will be an important way of sharing what is happening in serviceology research and applications, so please feel free to submit your papers to ICSS 2016.

Important Dates

Call for Paper Release:              February 6, 2016

Submission Due:                       May 15, 2016

Notification of Acceptance:        July 15, 2016

Camera Ready Copy Due:        August 10, 2016

Author Registration Due:           August 10, 2016

Conference Date:                      October 15-16, 2016


Accepted papers (except those papers that are recommended to above list of journals) will be included in the conference proceedings which will be published by IEEE CPS and will be included in IEEE Xplore and the IEEE Computer Society (CSDL) digital libraries. IEEE will arrange for indexing through IEE INSPEC, EI (Compendex), Thomson ISI, and other indexing services.

Submission Guidelines

High quality research papers and case studies are invited to be submitted through the following link:

Each paper will be rigorously reviewed by three members of the program committee based on relevance to ICSS, significance, originality, technical soundness and clarity of presentation. All submissions must be original work and must not have been published elsewhere and must not be currently under consideration by any other conferences or journals. Submitting a paper means that, if the paper is accepted, at least one author will pay the registration fee and attend the conference to present the paper. ICSS 2016 enforces a “no show” policy and only papers that are presented by an author/co-author at the conference will be sent for inclusion in the IEEE digital libraries or journals.

Each submission should meet the following requirements:

  • No more than 8 pages (including references, illustrations, and appendices) for research track and application/industry/education tracks
  • No more than 3 pages (including references, illustrations, and appendices) for Working-In-Progress track.
  • A short abstract around 150 words and keywords contained on the first page.
  • Double-column, single-spaced text in 10 point Times Roman for the body.
  • No page numbers.
  • No headers and footers.
  • Standard US-letter size.
  • PDF format.


ICSS 2016 will offer one Best Paper award and one Best Student Paper award. The best papers are selected from the accepted papers of the research track.


Dr. Jun Zeng           Email:

CFP: IJPR – “Service Transformation in Industrial Companies”

“Service Transformation in Industrial Companies”
in the International Journal of Production Research

Dear colleagues,
It is our pleasure to inform you that the deadline for submitting an abstract to the special issue “Service Transformation in Industrial Companies” in the International Journal of Production Research has been postponed to April 15th, 2016. Please find below and attached more information about the special issue.

The distinctive feature of this Special Issue (SI) is on understanding how manufacturing companies are mastering their service transformation. The SI will heavily rely on papers which provide real, concrete and tangible evidence of lessons learned from industrial companies which have either benefitted or conversely suffered from their endeavor during their servitization journey.
Contributions will mainly rely on high-quality original unpublished research, industrial case studies, surveys, panels, multi-stakeholder projects.
Submitted papers have to comply with the philosophy of the journal. Potential topics include but are not limited to:
Service (open) innovation
Product-service strategy and new business models
Methods and tools to support the servitization shift
Role of education in the future of service economy
Software-based services in the digital era
Complex service network management
Service performance management
Role of data in service design, deployment and enhancement
The role of key enabling technologies (additive manufacturing, IoT, cloud computing or cognitive science) in service transformation
Change management in service transformation
Service operations and value chains
Product-service systems engineering

Submission of extended abstract (2 pages): February 29th,  2016 -> April 15th, 2016
Notification of acceptance for submission of full paper: March 31st, 2016-> May 15th, 2016
Submission of full paper: June, 30th 2016 -> July 31st, 2016
Publication of the Special Issue (electronic version): Spring 2017- confirmed Spring 2017

More information and details are available in the  attached file and at:

Best regards,

Alice Rondini on behalf of
The Editors

Prof. Sergio Cavalieri, PhD
Director CELS – Research Group on Industrial Engineering, Logistics and Service Operations
University of Bergamo
Viale Marconi, 5 – I-24044 Dalmine (BG)
Ph.  +39-035-2052384
Fax  +39-035-2052077

Zied M. Ouertani, PhD
ABB Corporate Research
Wallstadter Straße 59
68526 Ladenburg
Phone: +49 6203 716041
Fax: +49 6203 716253

Jiang Zhibin, Ph.D, IIE Fellow
Changjiang Scholar Program Chair Professor (MOE)
Dean, MOOCs Institute;
Chair Professor and Head, Department of Industrial Engineering & Management;
Shanghai Jiao Tong University
800 Dong Chuan Rd, Min Hang District, 200240 Shanghai, China
+86-21 34206409 (phone);
+86-21 34206477 (fax)

Call for Chapters: Engineering and Management of Data Centers: an IT Service Management Approach

This call for chapters just in again:

forthcoming book titled:
Engineering and Management of Data Centers: an IT Service Management Approach
Dear colleagues interested in Data Centers and high related topics (ITSM,
IT Architecture, IT Management, DevOps, among others):

We call for chapters proposals (title, authors, a 500-word abstract, and
main references) for the forthcoming book titled: “Engineering and
Management of Data Centers: an IT Service Management Approach”, which will be published in the prestigious book series: “Service Science: Research
and Innovations in the Service Economy” edited by Springer-Verlag, London


March 15, 2016 – (optional) submission deadline for chapter proposals
May 31, 2016 – full chapter submission deadline.
July 15, 2016 – editorial decision deadline (accepted, conditioned or
rejected chapter).
August 15, 2016 – conditioned chapter submission deadlines.
September 15, 2016 – editorial decision deadline on conditioned chapters.
September 31, 2016 – camera-ready chapter submission deadline.
First 2017 quarter – estimated publishing period.

Full CFP can be reached at:

Thanks for interest !

Jorge Marx Gómez, Carl von Ossietzky Universität Oldenburg, Germany
Manuel Mora, Autonomous University of Aguascalientes, Mexico
Rory O’Connor, Dublin City University, Ireland
Wolfgang Nebel, Carl von Ossietzky Universität Oldenburg, Germany
Mahesh Raisinghani, Texas Woman’s University, USA

Manuel Mora, EngD.
Full Professor and Researcher Level C
ACM Senior Member / SNI Level I
Department of Information Systems
Autonomous University of Aguascalientes
Ave. Universidad 940
Aguascalientes, AGS
Mexico, 20131

Service Management and Science Forum, June 24 -26, 2016, Melbourne,

Deadline extended to March 28!!!


Save the Dates



The 11th Annual Meeting of the


Service Management and Science Forum


June 24 -26, 2016


Swinburne University of Technology

Hawthorn, Melbourne, Victoria, AUSTRALIA






Managing Service in the Era of Social Media and the Role of Business Analytics


Meeting Announcement

The Service Management and Science Forum is a transdisciplinary meeting involving academics and practitioners from all disciplines and organizations that focus on service delivery processes and the service systems that support them. The conference has attracted a number of established researchers across operations, marketing, information technology, design, engineering, and human resource management from higher education institutions and businesses.


The explosion in the use of social media by individuals and organizations provides opportunities for service scientists to examine the role that social media potentially might have in the delivery of quality service. Recently, Aral, Dellarocas & Godes (2013, p. 9) have noted:


There is, currently, little understanding with respect to the best ways in which companies should organize and manage social media. There is no consensus with respect to how responsibility for social media should be allocated within organizations, how social media activities should be funded and governed, what should be outsourced, and what broader changes with regard to an organization’s structures, processes, leadership, training, and culture are needed to harness the potential of the transformative force. There is no established path of activities that lead a company down the path of “social readiness,” and there are no widely accepted industry-specific best practices.


Together with social media data, Big Data and technology are dramatically changing customer service expectations and customer service experiences.  One of the major fuels of this change is the emerging field of business analytics. Business analytics provides the tools to predict, report, and enhance the customer service experience.


This conference therefore encourages submissions that focus not only on the management of services in the era of social media but also business analytics, and especially submissions that are at the intersection of the two.


Keynote Speakers: To Be Determined


Information for Contributors:

Individuals from academia, business and government are invited to submit refereed research papers, non-refereed research abstracts, and proposals for workshops, panels, and symposia. All submissions should have a clear focus on service management and are encouraged to be transdisciplinary in nature; that is, they should involve more than a single traditional discipline. Submissions consistent with the theme of social media in service management are particularly encouraged, but any topic appropriate to service management and/or service science will be welcome.


Submission Deadlines:

The submission deadline for refereed research papers is March 2, 2016. The submission deadline for non-refereed research abstracts and proposals is March 15, 2016.


Additional details about the 2016 Forum will be forthcoming. In the interim, please mark the dates on your calendar and for more information please contact:

Special Issue of Service Science:

There will be a special issue of Service Science with the same focus as this Forum, and will have the title “Managing Service in the Era of Social Media and the Role of Business Analytics.” Selected refereed papers submitted to the 2016 Service Management and Science Forum will be invited to be submitted for this special issue. The deadline for this special issue will be October, 2016.



Program Co-Chairs:

Michael Dixon

Ivey Business School – Western University

London, Ontario, N6G 0N1 Canada



Ronald Klimberg

St. Joseph’s University

Philadelphia, PA 19131 USA



General Chair:

Mark M. Davis

Bentley University

Waltham, MA 02452 USA



Local Arrangements Chair:

Lester W. Johnson

Swinburne Business School

Swinburne University of Technology

Hawthorn, VIC 3122 Australia



Doctoral Student Consortium Coordinator:

Christoph Breidbach

University of Melbourne

Melbourne, VIC 3010 Australia