ART & SCIENCE OF SERVICE CONFERENCE June 8-10, 2011 IBM Almaden Research Center, San Jose, California

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Art & Science of Service 2011

Laura Smith • SERVICE SCIENCE IN DEVELOPING COUNTRIES

For this year’s conference, we seek submissions that focus on the following topics as they relate to developing countries:

– Service Design and Innovations
– Service offerings and technology that remove barriers of access to information
– Leveraging existing technology to create innovative service offerings
– Developing infrastructures for service delivery in the context of public policy and/or governmental agencies
– Information and Communication Technologies and Systems (ICTS)
– Service design methodologies and practices that facilitate sociability and/or economic growth
– User studies of indigenous populations and their unique use of technology
– Beyond Deployment: Successful & unsuccessful large scale adoption of services
– Expanding the Discipline of Service Science
– Best Practices for Developing Service Science Curricula/Certification Programs/ -Specializations
– Alignment of service science research with industry practices
– Future trends for service science research

The Application of Service Science Including:
– Healthcare Services
– Educational/training Services
– Cloud Computing Services
– 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 service innovation focus and are encouraged to be transdisciplinary in nature; that is, they should involve more than a single traditional discipline.

Submission Deadlines:
The submission deadline for refereed research papers is February 15, 2011. The submission deadline for non-refereed research abstracts and proposals is March 15, 2011.

For more information on the conference, contact:
Mark M. Davis
Bentley University
Waltham, MA 02452 USA
Email: mdavis@bentley.edu

The Chilean way for innovation

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In an article recently published at The Daily Best, the Chilean way for innovation is explained with the mega-rescue of the 33 miners last week.  Here are 5 success factors for every innovation process:

  1. Fast decision process
    “First, a rapid decision to take action at a high level of intensity came from the top. In general, without direction and buy-in, large-scale innovation efforts will not move at the speed or with the focus that is needed. Bottom-up is fine—and in vogue—in terms of innovation diversity, but direction during a crisis is necessary.”
  2. Culture of collaboration and empowerment
    “Second, this empowerment led to an extraordinary culture of collaboration, surprising even to many insiders, that demonstrated a pragmatic willingness to embrace new rules and roles. Recall that this was at its heart a government-led effort to address a private-sector problem.”
  3. Exploring alternative solutions
    “Third, the strategy involved developing multiple solution pathways rather than putting all the eggs in one basket. In conditions of uncertainty, all avenues must be explored even at the expense of redundancy and wasted resources.”
  4. Business people sponsoring and controlling the process
    “Fourth, the government was in control of the story. It managed expectations around the tempo and potential outcome of the rescue in a way that shielded the work process from undue intrusion by media or an overwrought public.”
  5. Multilevel objectives to reach a goal
    “Finally, the desired outcome was defined broadly to ensure success on multiple levels. The goal was not simply to bring 33 people to the surface, but to bring them back in the best possible condition.”

These five factors summarize very well how can we focus on innovation in the service industry.

Note: This post is published in Spanish at Service Innovation Chile (SSME Chile)

—
Ricardo Seguel
Service Innovation Chile
http://blog.ssmechile.org

Wordle.net

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We all know the challenge of trying to provide a nice overview of a complex area in a compelling manner. With http://www.worldle.net one can easily take a paper or a URL and turn it into a visually appealing overview of an area.

For example, an IBM colleague recently sent me some material about work going on at universities related to speech and language technologies that could underlie a number of new serivce innovations…. Here is the Wordle of that:

https://service-science.info/archives/837/wordle-of-language-tech-posting-2

Thanks to my IBM colleague Jean Paul Jacob also at Berkeley CITRIS for this pointer: http://www.worlde.net

CFP: JSIS Special Issue on Service Management & Engineering: Aligning Business & IT Services

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The Journal of Strategic Information Systems
http://www.elsevier.com/locate/jsis

IMPORTANT DATES
Submission deadline: 1st of March 2011
Target publication date of special issue: 3rd quarter of 2011

MOTIVATION AND SUGGESTED TOPICS

An increasing number of activities of public and private organizations are engineered and managed as services, often creating a new potential for economic growth and welfare through innovation and productivity gains. In addition to the increasing importance of the service perspective in the business domain, the service concept has also become very prominent in the IT domain. This is evident in developments like IT Service Management, Service-Oriented Architectures (SOA), Service Computing, and various “XYZ-as-a-Service” concepts. While this increasingly blurs the line between a business view and an IT view of services, these concepts generally have different meanings and refer to different domains. Thus, there is a need for understanding how these two service worlds meet and how they change the alignment of business needs and IT capabilities.

This special issue seeks contributions that demonstrate how the IS discipline and related management disciplines can make an impact to improve the way organizations face the challenges of the progressing service-oriented economy that increasingly merges business- and IT-related service concepts. Possible contributions may include, but are not limited to the following:

Service Management from an IS Perspective:
* Service management
* Service strategy management
* Service value management
* Service quality management
* Service innovation management
* Service governance
* Service portfolio management
* Service capability management
* Service performance management
* Service compliance and risk management
* Service supplier & customer management
* Services supply chain management
* Services sourcing

Service Engineering from an IS Perspective:
* Service lifecycle
* New service development
* Service analysis
* Service design
* Service bundling
* Service standards
* Service descriptions
* Service modeling

Special topics on Information Systems and Services:
* The position of IS in Service Science, Management and Engineering
* IS contributions to Service Science
* New business models for IS services, e.g. for service aggregation and brokerage
* IS/IT services from a service(-dominant) logic
* The role of IT services in IT-enabled value co-creation
* Implications of value co-creation for IT-based services
* Service business alignment / Aligning Business and IT Service Management
* Business impact of IT service management
* Management of IT-enabled service ecosystems
* Servitization of IT and other industries
* Embedding of IT services in business products and services
* Design and Implementation and effects of automation and self-service technologies for IT services
* Services E-commerce (i.e. electronic offering, trading, and purchasing of services)

MORE INFORMATION

The extended CFP is available at: http://www.elsevierscitech.com/cfp/JSIS_SI_ServiceManagementEngineering_CFP_full_17_May_2010.pdf

SPECIAL ISSUE GUEST EDITORS
Erwin Fielt, Queensland University of Technology,
e.fielt@qut.edu.au

Axel Korthaus, Queensland University of Technology,
axel.korthaus@qut.edu.au

Tilo Böhmann, International Business School of Service Management,
boehmann@iss-hamburg.de

Guy Gable, Queensland University of Technology,
g.gable@qut.edu.au

Sue Conger, University of Dallas,
sconger@gsm.udallas.edu

Call for Papers, Frontiers in Service

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June 30 — July 3, 2011  • Columbus, Ohio, USA

Call for Papers

SPONSORED BY:

The Center for Excellence in Service,

Robert H. Smith School of Business,

University of Maryland, USA


Initiative for Managing Services,
Fisher College of Business,
Ohio State University, USA

The American Marketing Association

► Conference Committee

► Current Topics

► About the Conference

► Best Practitioner Presentation

► Submit an Abstract


CONFERENCE COMMITTEE

Co-Chair – Roland T. Rust
Distinguished University Professor,
David Bruce Smith Chair in Marketing
and Executive Director,
Center for Excellence in Service
University of Maryland, USA

Co-Chair – Neeli Bendapudi
Professor of Marketing
Academic Director, Initiative for Managing Services
Fisher College of Business
Ohio State University, USA

Co-Chair – Shashi Matta
Assistant Professor of Marketing
IMS Arthur Fellow, Initiative for Managing Services
Fisher College of Business
Ohio State University, USA

Jim Lyski
Chief Marketing Officer,
Nationwide


Yuriko Sawatani
Fellow,
Japan Science and Technology Agency (JST), Japan
Senior Researcher,
IBM Research, Tokyo Research Laboratory, Japan

Paulo Rocha e Oliveira
Assistant Professor of Marketing
IESE Business School
University of Navarra, Spain


Grace Lin
Chair, INFORMS Service Science Section
President,
World Resource Optimization, Inc.

Tom DeWitt
Chair, AMA Services Marketing Special Interest Group
Assistant Professor of Marketing,
University of Hawaii – Hilo, USA

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CURRENT TOPICS

♦ Service Science

♦ Service Information Technology

♦ Service Innovation

♦ Service Marketing

♦ Empirical Studies of Service

♦ Theoretical Perspectives on Service

♦ Service Engineering

♦ Service Design

♦ Service Productivity

♦ Healthcare Service

♦ Service Operations

♦ Service Human Resources

♦ E-Service

♦ Customer Relationship Management

♦ Globalization

♦ Government Policy

♦ Public Sector

♦ E-Government

♦ Trade in Service

♦ Other topics in research

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ABOUT THE CONFERENCE

Considered to be the world’s leading annual conference on service research and drawing attendees from 38 countries, Frontiers 2011 will be hosted by the Initiative for Managing Services at the Fisher College of Business, Ohio State University, USA. Concurrent and plenary sessions will be held all day Friday and Saturday, concluding Sunday morning with plenary sessions. The conference will open with a reception Thursday evening and will feature a special networking event and the awards dinner on Friday and Saturday nights.

For up-to-date conference information, go to the conference’s official Web site at http://www.rhsmith.umd.edu/ces/frontiersconference.aspx

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BEST PRACTITIONER PRESENTATION AWARD

Once again, we will highlight the work of business practitioners presented during the concurrent sessions with our fourth annual Best Practitioner Presentation Award contest.  The selection committee (in conjunction with the conference committee) will select 3 of the most promising, worthy abstracts submitted for this year’s conference. These abstracts will be presented during a special designated track during the concurrent sessions, during which the selection committee will view and judge each presentation. The winner will then be announced during the Awards Ceremony and Dinner.

Submission Criteria: Abstracts should have at least one business practitioner co-author, but may include academic co-authors. The abstract should be written and presented to address a business practitioner audience. The submitter should demonstrate in the abstract (as well as in the presentation) how his or her research may be applied or has been applied to real-world practical situations or problems. The presentations should be practical and managerial yet innovative and engaging.  To be considered for this award, please select the checkbox option on the Submissions Form under the “Best Practitioner Presentation Award” section and enter a clarifying statement as to the managerial implications of your abstract topic.

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SUBMIT AN ABSTRACT

Case studies by business practitioners are encouraged. Preference for academic abstracts will be given to more rigorous analytical, empirical and behavioral approaches. Reviews of major research areas are especially encouraged.

The conference will highlight the latest thinking in service, particularly those that combine aspects of technology, social science, and business.  Conference attendees will consist of both academicians and practitioners, and we ask that the 25-minute presentations be understandable to both groups.

Because there will be no published proceedings, we encourage authors to submit their best work, providing it will not have been published by the date of the conference.

Abstracts may be submitted online at
http://www.rhsmith.umd.edu/ces/submissions.aspx

The closing date for abstracts is at 23:59, Eastern-Standard time on December 3, 2010. The conference committee will select abstracts on a competitive basis, and authors will be notified by January 31, 2011.

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2010 IBM Innovation Awards

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New awards program at IBM

Check it out!

The IBM Innovation Awards is a worldwide program designed to encourage proposals that focus on teaching, research, or community building using key technologies.

New! IBM is proud to announce the 2010 Industry Skills Award programs to encourage the developement of innovative courseware and curriculum that contribute to the creation of a Smarter Planet.