Human-Side of Service Engineering Conference (July 26-28, 2022)

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The Human-Science of Service Engineering Conference
July 26-28, 2022 (with ISSIP.org recognition for the best paper awards)

Conference Website: https://2022.ahfe.org/board.html#hsse

Instructions: Day of the event, 10 minutes before the session start time, click on the bold hyperlinked name of the session below to join the session via go-to-meeting.


Co-chairs: Christine Leitner (LI), Clara Bassano (LI),Walter Ganz (LI) ,Debra Satterfield (LI)

For more information see the ISSIP Website Blog Post for this conference.

Tue Jul 26 5amPT/8amET: HSSE Welcome and Keynotes

Co-Chairs: Christine Leitner, Walter Ganz, Clara Bassano, Debra Satterfield, UK/Germany/Italy/USA

Keynote 1:

Keynote Video: https://vimeo.com/chrisryancreative/review/732529502/05c8646d35

Ralph Perrine. Director, Innovation Garage at Blue Cross Blue Shield of North Carolina (also thanks to Keith Duprey for creating the video with Ralph)

… about 8 design pillars, first is better predictions, to transform healthcare system.

The first keynote is an ISSIP Excellence in Service Innovation Distinguished Recognition Award winner from 2021.

Keynote 2:

Keynote 2: Transformation in Action: Digitalization for achieving sustainable social development, Arman ABDRASSILOV, Kazakhstan

… about digital transformation in government with a focus on rural areas of Kazakhstan.

Tue Jul 26 9amPT/12noonET: Augmenting Service Capabilities in the Post-Pandemic Era

Co-Chairs: Kazuyoshi Hidaka and Kentaro Watanabe, Japan

Development of a Customer Satisfaction Classification Model Considering Service Failure in Restaurant Business
Hisashi Masuda, Japan
Influencer attributes and characterizations on Tourists’ intention to revisit destination in social media influencer marketing
Ichii Kenta, Hisashi Masuda, Japan
Effects of Incentivized Fake Reviews on E-commerce Markets
Shotaro Okamoto, Hiroki Takahashi, KOJI KIMITA, NARIAKI NISHINO, Japan
Human augmentation technology for teleworking in service/non-service industries: a survey in Japan
Kentaro Watanabe, Bach Ho, Mai Otsuki, Yusuke Kishita, Maiko Kobayakawa, Japan
Role of Shared Responsibility in Service System
Md Abul Kalam Siddike, Kazuyoshi Hidaka, Japan

Tue Jul 26 11:30amPT/2:30pmET Emerging Research Innovations in Service Design, User Experience, and Design Research

Co-Chairs: Kim Mitchell and Debra Satterfield, USA

Interdisciplinary Design Teaching: A pedagogical approach to train hands-on UX/UI designers
Sam Anvari, Gabriella Hancock, United States
Bridging the Gap Between Industry and Education: Engaging Design Professionals in the Education of Student Designers
Julie Hurley, Nico Raddatz, Debra Satterfield, United States
Designing a Multi-disciplinary Class to Create a Social Robot for Alzheimer’s
Kimberly Mitchell, Xiaopeng Zhao, John Hooten, Robert Bray, Luke Macdougall, United States
“Voices of Design: People, Stories and Innovation” Service Design through University and Community Engagement
Debra Satterfield, Jose Rivera-chang, David Teubner, Tom Tredway, Wesley Woelfel, United States
Reasons why students decide to leave a university
Hiromi Masunaga, Tianni Zhou, United States

Co-Chairs: Laura Huisinga and Joshua Ian Robles, USA

User Experience of Social Web-based Virtual Reality for the Hybrid and Blended Learning Classroom
Laura Huisinga, United States
Building Better Community: A You-centralized Experience
Glenn Terpstra, United States
Immersive AR Landmark-based Campus Wayfinding Solution with Focus on People with Navigation Difficulties
Zahrasadat Golestanha, Debra Satterfield, United States
Implicit Bias in UX Research Methods
Nathaniel Pereira, United States
Potentials of a Metaverse for Smart Service Engineering
Jens Neuhüttler, Philipp Christel, Truong Le, Günter Wenzel, Antonio Ardilio, Germany
Co-creation In The Metaverse Towards Better Mental Health
Joshua Ian Robles, United States

Wed Jul 27 7amPT/10amET Creating Value in Teams, Organizations, Communities, and Societies I

Co-Chairs: Youji Kohda and Yasunobu Ito, Japan

Applying Nudges to Nemawashi: Consensus-building Without Losing Diversity
Nikka Ko, Youji Kohda, Naoshi Uchihira, Japan
Empowering Futures Literacy through a Knowledge-based Service Innovation Workshop
Porruthai Boonswasd, Kunio Shirahada, Japan
Maritime Engine Room Resource Management Extended to Remote Members Onshore: Conceptual Model using Internet of Everything (IoE)
Moritaro Inoue, Naoshi Uchihira, Japan
Changes in the Relationship between Medical Professionals Mediated by an Information Tool: An Ethnography of Team Medicine in Japan
Hiromi Yamaguchi, Yasunobu Ito, Japan
The Invisible Work and its Value of Outpatient Nurses: A Case Study of an Internal Medicine Clinic in Fukuoka, Japan
Yaeko Kawaguchi, Yasunobu Ito, Japan
Conceptual Change in Human-centered Design by Artificial Intelligence System
Masaya Ando, Yasunobu Ito, Japan
Predictive Model Establishment for The Online Shopping Experience Factors Affecting Repurchase Intention Using Stepwise Linear Regression
Jesselyn Alcain, Charlie Marquez, Lara Camille Beriña, Luke Samuel Bulaon, Jane Andrea Cheng, Gennes Erika Cruz, Philippines

Co-Chairs: Youji Kohda and Yasunobu Ito, Japan

Acquisition and sharing of knowledge and skills of visiting nurses in Japan
Kagari Otani, Yasunobu Ito, Japan
The production process of films from a relational perspective: A case study of independent films about Parkinson’s disease in Japan
Shun Coney, Yasunobu Ito, Japan
Impact of COVID-19 pandemic on electricity load demand in Thailand
Su Wutyi Hnin, Amna Javed, Chawalit Jeenanunta, Jessada Karnjana, Youji Kohda, Japan
Value creation through third-party certification – Case study of phase-free certification for certifying disaster prevention
Aki Shimbo, Amna Javed, Hideomi Gokon, Youji Kohda, Japan
Differences in processes and outcomes between starting from in-house industrial designers and starting from R&D engineers in design-driven innovation
Yoshito Kubo, Osamu Sato, Japan

Co-Chairs: Clara Bassano and James C. Spohrer, Italy/USA

Predicting economic indicators using Political Texts
Alessandra Amendola, Alessandro Grimaldi, Walter Distaso, Italy
Augmented decision making model for responsible actors in healthcare
Francesco Polese, Luca Carrubbo, Antonietta Megaro, Italy
Artificial Intelligence Algorithms in Precision Medicine: a New Approach in Clinical Decision-Making
Valeria Damato, Pietro Campiglia, Clara Bassano, Italy
Brand algorithms and social engagement in digital era
Teresa Marrone , Pierpaolo Testa, Italy
Algorithms and Human Creativity: Threats or Opportunities?A Literature Review
Sergio Barile, Clara Bassano, Paolo Piciocchi, Pietro Vito, James Clinton Spohrer, Italy

Co-Chairs: Walter Ganz and Jens Neuhüttler, Germany

Roles and Competences of Data Science Projects
Claudia Dukino, Damian Kutzias, Maike Link, Germany
Implementation of AI Technologies in manufacturing – success factors and challenges
Janika Kutz, Jens Neuhüttler, Jan Spilski, Thomas Lachmann, Germany
Implementing data-based services: A socio-technical model
Adrian Campos, Toni Waefler, Anina Havelka, Patricia Deflorin, Switzerland
Holistic Customer Experience in Smart City Service Systems – A Conceptual Model
Michel Muschkiet, Tobias Wulfert, Germany
Dissemination of smart product-service systems in the corporate world
Christian Schiller, Michaela Friedrich, Simon Buchart, Germany
Towards the role of smart services as well as AI in building and enhancing entrepreneurial resilience in small and medium-sized service companies
Alexander Gorovoj, Christian Schiller, Michaela Friedrich, Abdul Rahman Abdel Razek, Germany
Development of new sustainable services
Thomas Meiren, Christian Schiller, Germany

Co-Chairs: Walter Ganz and Jens Neuhüttler, Germany

Essential Areas of Action for the Smartification of Traditional Products and Services Considering the Capabilities of SMEs
Sandra Frings, Holger Kett, Jürgen Falkner, Germany
Processes in Data Science Projects
Damian Kutzias, Claudia Dukino, Germany
Towards a maturity model to measure data consistency in the manufacturing industry
Maximilian Feike, Philipp Christel, Germany
Towards a Concept of “Governance as a Smart- Service” in Service-Oriented Value-Creation-Systems
Anne Sophie Tombeil, Rainer Nägele, Germany
An approach for developing and assessing sustainable business models
Lena Ahner, Jens Neuhüttler, Nicole Gladilov, Germany

Chair: Christine Leitner, UK

Shedding Light on the Digital Vulnerability: Challenges and Solutions
Kristina Reinsalu, Estonia
The Soul of a New Machine: Promises and Pitfalls of Artificial Intelligence in Finance
Christian Stiefmueller, United Kingdom
Fostering Actor Engagement with Human Centered Service Design (HCSD): Lessons Learned from the Cross Domain Examples of Service Dominant Architecture
Markus Warg, Germany
Digital Matching for live-in care
Mohammad Allagha, Oskar Kruschitz, Katherina Voss, Stefanie Binder, Kevin Truckenthanner, Austria
Sustainability-related gamified design science approaches for successful value creation
Flora Poecze, A Min Tjoa, Austria
An Integrated Digital HealthCare Infrastructure for Providing HealthCare Services with PHCs as anchors
Shrikant Parikh, India
From Alibaba to Youtube: User Search for Digital Democracy Topics in Switzerland
Christoph Glauser, Uwe Serdült, Japan

Thu Jul 28 11:30amPT/2:30pmET Service Innovation in a VUCA World 

Co-Chairs: Christian Zagel and Freimut Bodendorf, Germany

Corporate Effectuation as Human-Centered Entrepreneurs: Suggestions from Established Technology-Driven Company
Yuriko Sawatani, Japan
Interaction as a concept for Social Service Engineering
Christian Zinke-wehlmann, Julia Friedrich, Vanita Römer, Kristin Gilbert, Ulrike Pietrzyk, Anne Steputat Rätze, Germany
Analyzing Internet-related Social Work Opportunities of an Approach inspired by Actor-Network Theory (ANT)
Matthias Scheibe, Germany
Blockchain-powered Digital Ownership from Users’ Perspectives
Dam Thi Thien Nhi, Leonhard Glomann, Alexander Piazza, Germany
Are we prepared for the Rise of Service Robots? – A Review on Acceptance Measurement
Nina Merz, Joerg Franke, Freimut Bodendorf, Germany
Combining digital and physical user interfaces – concept of a self-service system for exhibitions
Christian Zagel, Matthia Leyendecker, Germany

Thu Jul 28 1:30pmPT/4:30pmET HSSE Wrap-Up and Awards

Co-Chairs: Christine Leitner, Walter Ganz, Clara Bassano, Debra Satterfield, UK/Germany/Italy/USA