Service Week Announcement

We are delighted to announce we will be hosting the third Cambridge Service Week from 17-20 September 2012. This year, Service Week will be hosting the EurOMA Service Operations Management Forum. There will be a combination of events for academics, practitioners as well as member organisations of the Alliance.  More information on the 2012 event will appear in due course, but please do get in contact if you would like to be involved in any way.

The presentations, podcasts and summaries videos of the 2011 industry conference are available here and a summary of the 2011 academic conference is available here.

Sign up to the newseletter here to be kept informed of Service Week developments and other Cambridge Service Alliance activity.

For More Info:

http://www.cambridgeservicealliance.org/news/newsletter/march-2012/service-week-announcement.html

http://servsig.org/
The Services SIG (SERVSIG) serves American Marketing Association academics who are interested in services research. SERVSIG was founded by Ray Fisk in 1993. Since that time, SERVSIG has sponsored numerous panels and sessions at AMA Educators’ Conferences. It hosts its own international conference, too. Also, SERVSIG hosts an annual SERVSIG Doctoral Consortium atthe AMA Frontiers in Services Conferences. The mission of SERVSIG is to be the best full-service system for keeping in touch with the people, events, and knowledge of services marketing and management. SERVSIG adopted three goals: Open, Flexible, and Fun. First, we strive to be open to new people, new ideas, global contributions, interdisciplinary contributions, practitioner contributions, and to new ways of doing things. Second, we strive for the maximum of organizational flexibility (and a minimum of red tape). Third, we strive to be a fun organization by being both lighthearted and intellectually nourishing.

http://www.poms.org/colleges/cso/
The 2011 conference of POMS College of Service Operations will be held on June 2-5 in Ithaca, New York. It is jointly the 12th International Research Symposium on Service Excellence in Management (QUIS12). It will be hosted by The Center for Hospitality Research, School of Hotel Administration at Cornell University, in conjunction with The Center for Services Leadership (Arizona State University) and The Service Research Center (Karlstad University and Warwick University). Click on the following link to see more details.

http://www.tsia.com/
Technology Services Industry Association (TSIA) brings the technology services industry together. “We deliver world-class benchmarking and research, peer networking and learning opportunities, and high-profile certification and awards programs.”

http://service-sci.section.informs.org/
Institute for Operations Research and the Management Sciences (INFORMS) Service Science Section is to promote and disseminate research and applications among professionals interested in theory, methodologies, and applications in Service Science, Engineering and Practice; and to provide a forum for the exchange of new ideas in Service Science, Engineering and Practice, which cuts across the fields of services business strategy and modeling, operations research, information technologies, industrial engineering, management science, social and cognitive science, work force management, and legal science, etc.

http://www.itsmfi.org/
The itSMF® is the only truly independent and internationally-recognized forum for IT Service Management professionals worldwide. As businesses depend more and more on technology to promote and deliver their products to market, so the benefits of adopting “best practice” IT Service Management and of becoming part of the IT Service Management Forum become more apparent.

http://tweb.acm.org/special_issue_two.html
Service oriented computing (SoC) is an emerging cross-disciplinary paradigm for distributed computing that is changing the way software applications are designed, architected, delivered and consumed. Services are autonomous, platform-independent computational elements that can be described, published, discovered, orchestrated and programmed using standard protocols to build networks of collaborating applications distributed within and across organizational boundaries. Web Services are the current (but not only) most promising technology based on the idea of service oriented computing. Web services provide the basis for the development and execution of business processes that are distributed over the network and available via standard interfaces and protocols.

http://tab.computer.org/tcsc/
Services Computing has become a cross-discipline that covers the science and technology of bridging the gap between Business Services and IT Services. The underneath breaking technology suite includes Web services and service-oriented architecture (SOA), cloud computing, business consulting methodology and utilities, business process modeling, transformation and integration. This scope of Services Computing covers the whole lifecycle of services innovation research that includes business componentization, services modeling, services creation, services realization, services annotation, services deployment, services discovery, services composition, services delivery, service-to-service collaboration, services monitoring, services optimization, as well as services management. The goal of Services Computing is to enable IT services and computing technology to perform business services more efficiently and effectively.

http://isss.org/world/2012-call-for-participation
The systems sciences provide a platform of concepts and language that enables communities of interest to transcend disciplinary boundaries towards developing new knowledge and perspectives. The ISSS 2012 theme of Service Systems, Natural Systems draws attention to complex issues in today’s world, where dialogue amongst the learned may lead to better futures.

http://msom.society.informs.org/
INFORMS The Manufacturing and Service Operations Management Society (MSOM) promotes the enhancement and dissemination of knowledge, and the efficiency of industrial practice, related to the operations function in manufacturing and service enterprises. The methods which MSOM members apply in order to help the operations function add value to products and services are derived from a wide range of scientific fields, including operations research and management science, mathematics, economics, statistics, information systems and artificial intelligence. The members of MSOM include researchers, educators, consultants, practitioners and students, with backgrounds in these and other applied sciences.

http://msom.society.informs.org/sig/service-management/
MSOM Service Management SIG is dedicated to improving and enhancing our understanding of service operations. Topics include service system design, location and site planning, service capacity allocation and pricing, customer behavior, technology-driven services and quality. The group’s interest also lies in the interfaces of service operations with other functional areas, such as marketing, engineering or human resource management. All research methods (data-driven or analytical approaches) and industries are considered.

http://msom.society.informs.org/sig/healthcare-operations-management/
The objectives of MSOM Healthcare Operations Management SIG is to encourage interest in the field of Healthcare Operations Management, promote discussions and interactions among individuals having an interest in Healthcare Operations Management both among themselves and between them and other members of both MSOM and INFORMS and facilitate domain-knowledge discussions of relevant high quality and high impact research and applications with physicians, hospital administrators, and business executives in the general area of Healthcare Operations Management

http://www.poms.org/colleges/cso/
The mission of the POMS College of Service Operations is to: Establish and nurture a community of scholars and practitioners who are interested in the research and teaching of Operations Management in Services as well as the practice of Operations Management in Service industries; formulate research as well as teaching agenda with regard to service operations so as to spark more and better research and pedagogy in the critical emerging areas of service operations; and provide opportunities for people with common interests in research and teaching to interact with one another by organizing activities such as specialized conferences, workshops, and other events on topics associated with Operations in Services.

http://www.siguccs.org/
The Association for Computing Machinery SIG on University and College Computing Services (SIGUCCS) is an association of professionals who support and manage the diverse aspects of information technology services at higher education institutions. SIGUCCS focuses on issues surrounding the support, delivery, and management of those services, and provides professional development opportunities for its members and the other individuals in the field.

http://isss.org/world/
The International Society for the Systems Sciences (ISSS) is among the first and oldest organizations devoted to interdisciplinary inquiry into the nature of complex systems, and remains perhaps the most broadly inclusive. The Society was initially conceived in 1954 at the Stanford Center for Advanced Study in the Behavioral Sciences by Ludwig von Bertalanffy, Kenneth Boulding, Ralph Gerard, and Anatol Rapoport. In collaboration with James Grier Miller, it was formally established as an affiliate of the American Association for the Advancement of Science in 1956. Originally founded as the Society for General Systems Research, the society adopted its current name in 1988 to reflect its broadening scope.

http://www.faseb.org/Association-Management-Services.aspx
Federation of American Societies For Experimental Biology Association Management Services (FASEB) has been supporting scientific societies and biomedical research for nearly a century and our management expertise has been greatly expanded over the years. Our tailored association management services meet the precise needs of associations, societies, and non-profits. Our offering spans a wide range of disciplines from day-to-day general management/administration to longterm planning. Through sound management practices, FASEB provides its clients and their members with more time to focus on what’s most important—the science and research.

http://service-design-network.org/
The Service Design Network was initiated in 2004 by a group of ambitious and enthusiastic believers in the value of service design. In 2008 it was set up as a non-profit organization acting as a forum for practitioners and academics to advance the nascent field of Service Design. Our purpose is to develop and strengthen the knowledge and expertise in the science and practice of innovation. The support of service design related networks, conferences, publications, workshops are some of the SDNs activities – but also lobbying on political and economical platforms is on the agenda of SDN.

http://www.ahfe2014.org/conferenceHSSE.html
Applied Human Factors & Ergonomics – Human Side of Service Engineering. If there is any one element to the engineering of service systems that is unique, it is the extent to which the suitability of the system for human use, human service, and excellent human experience has been and must always be considered.

http://www.apsanet.org/content_7584.cfm
The American Political Science Association Service Learning in Political Science – The development of service learning programs is becoming more common in today’s classroom. By actively participating in service experiences that are directly related to political science courses, students are applying the political knowledge and skills they gain in the classroom and learning first-hand the importance of civic engagement. This site has been developed to help faculty and administrators better understand the role service learning can play in university setting.

http://www.nasm.com/
National Association of Service Management (NASM) is an organization dedicated to providing professional leadership and education to the service executive, while developing their managerial expertise in the business and organizations that they represent.” The National Association of Service Managers is the oldest professional nonprofit association of product service executives in the United States, founded when service techniques were just beginning to be highly recognized as a sale and marketing tool. NASM has three objectives: improve the service industry’s quality and effectiveness; foster communications and cooperation among managers in the industry; and provide quality educational opportunities directly related to the needs of the industry.

http://svc.aisnet.org
The Association of Information Systems (AIS) SIG Service – Our mission is to provide a forum for AIS members to discuss, develop, and promote issues related to the history, reference disciplines, theories, practice, methodologies and techniques, new developments, and applications of services & information systems.

http://www.research.ibm.com/ssme/workuniv.shtml
IBM Services Sciences, Management and Engineering – Service science, management, and engineering (SSME) is a term introduced by IBM to describe service science, an interdisciplinary approach to the study, design, and implementation of services systems – complex systems in which specific arrangements of people and technologies take actions that provide value for others.

http://thesrii.org/
The mission of Service Research and Innovation Institute is to Drive Research & Innovation for “IT Enabled Services” for a Better World.

http://www.issip.org/
The International Society of Service Innovation Professionals (ISSIP.org) is a democratically-run non-profit organization. Individual and institutional members work together to expand career options for service innovators while impacting business and society through new and improved service innovations. Within the last decade service innovation has become a focus of businesses and nations seeking ways to improve productivity, quality, compliance, sustainability, and other KPIs (Key Performance Indicators) of value co-creation between customers, providers, and other stakeholders. As a result, many existing professionals associations have added service science-related special interest groups or conference focus areas (e.g., AMA, INFORMS, AIS, ACM, IEEE, IIE, INCOSE, AHFE, etc.). ISSIP exists to connect these diverse professional associations and support their conferences and publications, linking members from academia, industry, government, and the social sector.

Please add others IIE, INCOSE, etc. and their complex service systems and service science related associations, SIGs, etc.

Singapore Research Pilot: Service Innovation Scorecard

The service innovation capability scorecard has been designed to give you a detailed understanding of your company’s innovation capability and to highlight specific improvement opportunities

http://nus-sicsc.comp.nus.edu.sg/

Case Studies in Service Innovation Workshop (CSSI’12)

26^th June 2012

http://www.ssmenetuk.org/netactivity.asp

Submission Deadline: 11^th March 2012

In conjunction with 24th International Conference on Advanced Information Systems Engineering (CAiSE’12), Gdańsk, Poland http://www.caise2012.univ.gda.pl/

The workshop is organised by

Centre for Service Research, University of Manchester, UK

Informatics Research Centre, Henley Business School, UK

UK Chapter, Service Research and Innovation Institute (www.thesrii.org)

The aim of the workshop is to bring together contributions from researchers and practitioners to better understand service innovation through real life case studies. The workshop seeks to address the underlying theories, models, and tools that contribute to innovation, how it works in practice and how its impact is evaluated. The workshop will add to the wider understanding of how service innovation occurs and will seek to stimulate learning from one context to another.

In this workshop we are calling for real-life case studies of Service Innovation. Experience has shown that innovation may be driven by new architectures or information services but real business benefit is often not fully achieved without accompanying process innovation, organisational change or wider innovation management. The workshop will address the complexity of service innovation and hence contribute to a key objective of the CAiSE 2012 conference, that is, to illustrate the need for new transdisciplinary ways of thinking.

Case studies in Service Innovation can include but are not limited to the following areas:

• Innovation at the convergence of manufacturing and services
• Consumer led innovation or consumers as part of the innovation process
• Innovative services associated with sustainability and resource efficiency
• Service innovation in the public sector or voluntary sector
• Service innovation in education and government
• Technology led service innovation
• Service innovation that improves productivity and business performance
• Service innovation that improves the quality of life
• Example of small business service innovation

KEY DATES

Submission of the case for review                                        March 11, 2012 

Notification of acceptance                                                     April 6, 2012

Final submission                                                                      April 30, 2012

Workshop                                                                                June 26, 2012

SUBMISSION GUIDELINES

Papers should be submitted in PDF format via EasyChair https://www.easychair.org/conferences/?conf=cssi12. Submissions must conform to Springer’s LNCS format (see http://www.springer.com/computer/lncs?SGWID=0-164-6-791344-0) and should not exceed six (6) pages, including all text, figures and references.

Submissions should provide a description of the context in which the innovation occurred, the opportunity that led to the innovation and an overview of the innovation itself. It should also address how success was measured, what success has been achieved to date and links to further information and related references. The suggested contents of each submission are as follows:

• Background/Context
• The Opportunity
• Description of the Innovation
• How is success measured?
• What success has been achieved to date
• Links to further information

The workshop will be organised around five major themes each reflecting recognised sources of service innovation (see http://www.ssmenetuk.org/“>www.ssmenetuk.org). The five themes are:

Theme 1:    Business Model Innovation: Service innovation through new ways of creating, delivering or capturing value (economic, social, environmental or other types of value).

Theme 2:    The Organisation in its Environment: Service innovation through an organisation engaging beyond its own boundaries, for example through public private partnerships; sourcing knowledge externally; innovation networks; open or distributed innovation.

Theme 3:    Innovation Management within an Organisation: Service innovation through an organisation actively encouraging innovation within its own boundaries, for example through project teams, internal governance of innovation, methods or tools that stimulate innovation.

Theme 4:    Process Innovation: Service innovation through changes in service design and delivery processes, for example through consumer-led innovation or consumers as part of the innovation process, service operations management, educational processes.

Theme 5:    Technology Innovation: Service innovation through the use of technology, for example through ICT-enabled innovation, ICTs that are themselves innovative and support the delivery of new services, new ICT services, new ways of delivering services associated with ICT products, technology other than ICT.

Accepted cases will be included in the proceedings published by the workshop organisers and will be available at the SSMEnetUK website. The best and extended workshop papers will be published in a special issue of the http://www.igi-global.com/journal/international-journal-information-system-modeling/1157/” target=”_blank”>International Journal of Information System Modeling and Design; In addition, selected and extended papers will also be published in Service Science: Research and Innovations in the Service Economy http://www.springer.com/series/8080“>http://www.springer.com/series/8080 book series.

WORKSHOP ORGANISERS

Babis Theodoulidis (mailto:b.theodoulidis@manchester.ac.uk“>b.theodoulidis@manchester.ac.uk)

Centre for Service Research, Manchester Business School, University of Manchester, UK

Linda Macaulay (mailto:lindamacaulay2@btinternet.com“>lindamacaulay2@btinternet.com)

Centre for Service Research, Manchester Business School, University of Manchester, UK

Yin Leng Tan (mailto:y.l.tan@henley.reading.ac.uk“>y.l.tan@henley.reading.ac.uk)

Informatics Research Centre, Henley Business School, University of Reading, UK

PROGRAMME COMMITTEE

Youakim Badr, INSA Lyon, France

Pere Botella, Universita Polytecnica de Catalunya, Spain

Hansjoerg Fromm, Karlruhe Institute of Technology, Germany

Kazuyoshi Hidaka, Tokyo Institute of Technology, Japan

Pedro Hidalgo, University of Chile, Chile

Michael Lyons, BT Innovate & Design, UK

Kecheng Liu, Henley Business School, UK

Vaughan Michell, Henley Business School, UK

Ian Miles, Manchester Business School, UK

Hamid Motahari-Nezhad, Hewlett-Packard, USA

Steve Street, IBM Global Technology Services, UK

Marja Toivonen, VTT Technical Research Centre, Finland

Jennifer Wilby, Hull University Business School, UK

Hossein Seif Zadeh, Royal Melbourne Institute of Technology, Australia

Liping Zhao, University of Manchester, UK

—

Dr Yin Leng Tan

Lecturer in Business Informatics

Business Informatics, Systems and Accounting | Henley Business School | University of Reading

Whiteknights, Reading RG6 6UD, UK

t: +44(0)118 378 4032

Transitioning from a Goods-Dominant to
a Service-Dominant Logic: Visualising the
Value Proposition of Rolls-Royce
_____________________________________________________________________
Irene Ng
Glenn Parry
Laura Smith
Roger Maull
Gerard Briscoe

To remain viable, manufacturers have bundled equipment sales with support
services. This provision has been commonly referred to as the servitization of
manufacturing (Neely, 2008), a stream of research often dealt with through
manufacturing literature.

http://wrap.warwick.ac.uk/42144/1/WRAP_Ng_wmg-220212-transitioning-wp5.pdf

Dear Colleagues

As you may know, this year the Cornell School of Hotel Administration is celebrating its 90^th year of service to the hospitality industry. In addition, our school’s Center for Hospitality Research (CHR), which is a the leading source for quality research on and for the hospitality industry, is also celebrating its 20^th year.

In our effort to honor the long-term active collaboration with the industry, CHR, on behalf of the School, is organizing the second Cornell Hospitality Research Summit during October 8-9^th 2012 at our Ithaca campus. This event will bring together approximately 300 industry leaders and academic scholars so that they can participate in live, interesting and engaging conversation related to contemporary issues facing the industry.

The conference will begin with a CEO panel that Dean Johnson will moderate. Following the keynote session, the conference will feature a series of presentation and workshop sessions related to the conference theme (Service Excellence and Performance Growth in the Global Hospitality Industry: Strategies and Approaches for Navigating Forward). Both academic scholars and industry executives are invited to present during the conference.

The Call for Submissions which was announced last month. Submission deadline is March 2^nd.

I encourage you and your colleagues to submit a proposal for consideration for presentation during this research summit. Additional information about the submissions process and conference is attached below.

Best Regards,

Rohit

Rohit Verma, Ph.D.
Chair, CHRS 2012
Professor & Executive Director, Center for Hospitality Research
Cornell University School of Hotel Administration
Office: +1-607-255-2688
Email: rohit.verma@cornell.edu
Web: www.chr.cornell.edu

Note that the submission deadline has been extended to March 16, 2012.

============== SERVICE COMPUTATION 2012 | Call for Papers ===============

CALL FOR PAPERS, TUTORIALS, PANELS

SERVICE COMPUTATION 2012, The Fourth International Conferences on Advanced Service Computing

July 22-27, 2012 – Nice, France

General page: http://www.iaria.org/conferences2012/SERVICECOMPUTATION12.html

Call for Papers: http://www.iaria.org/conferences2012/CfPSERVICECOMPUTATION12.html

– regular papers

– short papers (work in progress)

– posters

Submission page: http://www.iaria.org/conferences2012/SubmitSERVICECOMPUTATION12.html

Submission deadline: March 16, 2012

Sponsored by IARIA, www.iaria.org

Extended versions of selected papers will be published in IARIA Journals: http://www.iariajournals.org

Please note the Poster and Work in Progress options.

The topics suggested by the conference can be discussed in term of concepts, state of the art, research, standards, implementations, running experiments, applications, and industrial case studies. Authors are invited to submit complete unpublished papers, which are not under review in any other conference or journal in the following, but not limited to, topic areas.

All tracks are open to both research and industry contributions, in terms of Regular papers, Posters, Work in progress, Technical/marketing/business presentations, Demos, Tutorials, and Panels.

Before submission, please check and conform with the Editorial rules: http://www.iaria.org/editorialrules.html

SERVICE COMPUTATION 2012 Topics (topics and submission details: see CfP on the site)

Service innovation, evaluation and delivery

Service requirement validation; Service design; Service deployment; Service delivery; Service lifecycle; Service knowledge and service innovation; Model-driven service engineering; Knowledge-intensive services; Risk management in services management; Service testing and validation; Service consumption and delivery outcome; Quality of service; Quality of experience; Quality of service impact; Service audit metrics; Service innovation; Service bundling; Service research; Service composition; Collaborative services; Service business models; Service personalization; Security and trust in services

Ubiquitous and pervasive services

Foundations of ubiquitous and pervasive services, networks and applications; Specification, discovery, and matching of ubiquitous and pervasive services; Computing, orchestration and harmonization of ubiquitous and pervasive services; Technologies for modeling, designing, and testing ubiquitous and pervasive services; Service-oriented agent-based architectures, protocols and deployment environments; Integration and deployment of ubiquitous and pervasive services; Ubiquitous and pervasive services in peer-to-peer and overlay networks; Ubiquitous and pervasive services in mobile networks and sensor networks; Ubiquitous and pervasive services in unmanned air, underwater, and ground vehicle networks; Adaptive and self-adaptive ubiquitous and pervasive services; Context awareness, adaptation and management of ubiquitous and pervasive services; Security, trust and privacy management in ubiquitous and pervasive services; Semantics and ontology for ubiquitous and pervasive servi!
ces; Web services and middleware support for ubiquitous and pervasive services; Energy management and harvesting for network with ubiquitous and pervasive systems; Case studies, lessons learned, experiments, simulations and trials for ubiquitous and pervasive services

WEB Services

Basics and formalisms on Web services; Web x.0 concepts in Web services evolution in this framework; Methodologies for specification, deployment and enhancements of Web services; Modeling and composition of Web services; Discovery, matching, and integration of Web services; SLA/QoS/QoE in Web services (privacy, security, performance, reliability, fault tolerance); Testing and validating Web services; Publishing, discovery, tracking, and selection of Web services; Web services lifecycle management; Semantics and Ontology in Web services; Cloud computing, service-as-a-software and on-demand Web services; Mobile and intermittent Web services; Web services-based services, applications and solutions; Web services standards and formalizations; Service-Oriented Architecture (SOA) infrastructure and middleware

Society and business services

Public (mail, schools, banking, financial, personal, real estate, health, government, insurance, hospitals, transportation, library); Utility (broadcasting & cable TV, printing & publishing, energy, Internet, hotels, retail, waste management, security, rental); Entertainment (advertising, casinos & gaming, recreational, restaurant, travel); Business (communications, specialty, technology, planning, supply chain management, marketing, design, wholesale distribution); Business process management (business knowledge, business protocols, service level agreements, business licensing models, business financial models, and business advertizing models

Committee: http://www.iaria.org/conferences2012/ComSERVICECOMPUTATION12.html

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