CSS2018: 2018 Conference on Service Science Sponsored by INFORMS Service Science Section Convention Center Phoenix, AZ, United States, November 3, 2018

Submission link	https://easychair.org/conferences/?conf=css20181
Submission deadline	June 30, 2018

2018 Conference on Service Science (CSS2018) program committee is committed to organizing a quality program with diverse participants sharing their vision, knowledge and experience in Service Science Research, Education, and Applications. This program is a preconference of INFORMS 2018 sponsored by INFORMS Service Science Section, to be held right before the annual meeting (http://meetings2.informs.org/wordpress/phoenix2018/).

Submission Guidelines

All papers must be original and not simultaneously submitted to another journal or conference. Manuscripts must be written in English, be at most eight pages long (including figures, tables, and references), formatted in the INFORMS journal paper format (https://pubsonline.informs.org/authorportal), and submitted as a PDF through this conference website.

List of Topics

Papers are welcome in any area of Service Science Research, Education, and Applications including but not limited to:

• Service Theories and Development
• Service Research, Education, and Practice
• Service Management, Operations, Engineering, Design, and Marketing
• Service System, Modeling, and Simulation
• Smart Cities and Public Services
• Big Data, Machine Learning, and Artificial Intelligence in Service
• Service Analytics and Applications in Healthcare, Education, Energy, Finance, Information Technology, Transportation, Sports, Logistics, and Public Services

Important Dates

• June 1, June 15, 2018    Deadline for submission of full papers
• July 1, 2018     Acceptance/Rejection notification
• August 1, 2018    Final camera-ready papers due 

Committees

Program Committee

• Ozgur Araz, Nebraska-Lincoln, USA
• Ralph Badinelli, Virginia Tech, USA
• Youakim Badr, INSA, France
• Weiwei Chen, Rutgers University, USA
• Gregory Heim, Texas A&M, USA
• Haitao Li, University of Missouri - St. Louis, USA
• Ming-Hui Huang, National Taiwan University, Taiwan
• Kwang-Jae Kim, POSTECH, Korea
• Richard Larson, MIT, USA
• Ying Tat Leung, Noodle.AI, USA
• Chiehyeon Lim, UNIST, Korea
• Yingdong Lu, IBM, USA
• Rym M'Hallah, Kuwait University, Kuwait
• Julie Ma, Turner Broadcasting System, USA
• Xin Ma, Turner Broadcasting System, USA
• Paul Maglio, UC Merced, USA
• Aly Megahed, IBM, USA
• Paul Messinger, U Alberta, Canada
• Sunil Mithas, University of Maryland, USA
• Ashkan Negahban, Penn State, USA
• Vo Ngoc Phu, Duy Tan University, Vietnam
• Michael Pinedo, NYU, USA
• Patrick Qiang, Penn State, USA
• Robin Qiu, Penn State, USA
• Roland Rust, University of Maryland, USA
• Changrui Ren, IBM Beijing, China
• Hui Yang, Penn State, USA
• Qi Xu, Donghua, China
• Muge Yayla-Kullu, University of Central Florida, USA

Organizing committee

• Conference Co-chairs: Robin Qiu and Hui Yang
• Program Chair: Weiwei Chen, wchen@business.rutgers.edu
• Publication Chair: Hui Yang, huy25@engr.psu.edu
• Publicity Chair: Chiehyeon Lim, chlim@unist.ac.kr

Publication

CSS2018 proceedings will be published in the conference proceedings by Springer.

Registration

$75 for a student SS member. $100 for a regular Service Science (SS) member. $120 for a non-SS member. $112 for a non-SS retired member. One of the authors of a paper must register for both CSS2018 and INFORMS 2018 annual meeting.

Venue

The conference will be held in Phoenix Convention Center, Phoenix, Arizona, USA.

Contact

All questions about submissions should be emailed to Prof. Weiwei Chen, wchen@business.rutgers.edu.

Program Schedule

Time	Track 1 (Gila, Renaissance Hotel)	Track 2 (Havasupai, Renaissance Hotel)
8:00 AM – 9:20 AM	Session 1: Data-Driven Applications in Service Science Session Chair: Haitao Li Tamás Terlaky, Mohammad Shahabsafa and Anshul Sharma. The Inmate Transportation Problem and its Application in the PA Department of Corrections Kay-Yut Chen. Surgical Complications and Patient Loss: How Patient Mortality Impacts the Psychological Load of a Surgeon Haitao Li and Cirpriano Santos. Project and Resource Optimization (PRO) for IT Service Delivery Qiang Qiang, Rong Fu and Shaowei Chen. Product and Service Design for Remanufacturing, Uncertainty and the Environmental Impact in The Closed-loop Supply Chain Network	Session 1: Social and Economic Studies Session Chair: Ashkan Negahban Muge Yayla-Kullu and Lana McMurray. The Pay Equity Dilemma Women Face Around the World Kugamoorthy Gajananan, Aly Megahed, Shubhi Asthana and Taiga Nakamura. A Unified Framework for Specifying Cost Models of IT Service Offerings James Roche, Pezhman Ghadimi and Vincent Hargaden. Analysis of service execution in the on-line sports gambling industry Saram Han and Christopher Anderson. Estimating the Effect of Social Influence on Subsequent Reviews
9:20 AM – 9:30 AM	Break
9:30 AM – 10:20 AM	Keynote (Gila, Renaissance Hotel) Richard Larson (MIT) The Services Industries: Some Insights Provided by Operations Research (More info on Page 3)
10:20 AM – 10:50 AM	Coffee Break
10:50 AM – 12:30 PM	Session 2: Data-Driven Modeling and Decision Making Session Chair: Robin Qiu Kimberly Healy, Dan Lucas and Cherilyn Miller. Data Mining Methods for Describing Federal Government Career Trajectories and Predicting Employee Separation Fabian Taigel, Jan Meller and Alexander Rothkopf. Data-driven capacity management with machine learning: A novel approach and a case-study for a public service office Shailesh Pandey, Mohammad Khan and Robin Qiu. Harnessing Big Data and Analytics Solutions in Support of Smart City Services Rui Zhu, Aqlan Faisal and Hui Yang. Optimal Service and Resource Allocation for Coverage Control of City Crimes Aly Megahed, Hamid Nezhad and Paul Messinger. Will they Sign? Predicting the B2B Service Contract Pipeline with Structured and Unstructured Data	Session 2: Methods to Improve Decision Making Session Chair: Chester Chambers Sevnaz Nourollahi, Archis Ghate and Minsun Kim. Robust modality selection in radiotherapy Chester Chambers, Maqbool Dada, Marlis Gonzalez Fernandez and Kayode Williams. Managing Clinical Appointments in an Academic Medical Center Peeyush Kumar and Archis Ghate. Information directed policy sampling for partially observable Markov decision processes with parametric uncertainty Giorgi Pertaia and Stan Uryasev. Buffered Probability of Exceedance (bPOE) Ratings for Synthetic Instruments Araz Khodabakhshian, Uday Karmarkar and Guillaume Roels. Quantity Bundling and Oligopolistic Entry Games
12:30 PM – 1:30 PM	Lunch (on your own)
1:30 PM – 3:10 PM	Session 3: Emerging Technologies in Service Science (I) Session Chair: Soohyun Cho Samarth Patel, Robin Qiu and Ashkan Negahban. Incentive-Based Rebalancing of Bike-Sharing Systems Arim Park, Soohyun Cho, Seongtae Kim and Yao Zhao. Factors Influencing E-Procurement Adoption in the Transportation Industry Ralph Badinelli. Decision Modeling in Service Science Qingchen Wang, Siqiao Li and Ger Koole. Predicting call center performance with machine learning Shubhi Asthana, Aly Megahed and Mohamed Mohamed. A Predictive Approach for Monitoring Services in the Internet of Things	Session 3: Service Systems Analysis and Delivery Session Chair: Delroy Chevers Morris Cohen and Jose Guajardo. Service Differentiation and Operating Segments: Research Opportunities and Implementation Challenges Mahei Manhai Li, Christoph Peters and Jan Marco Leimeister. A Hypergraph-based Modeling Approach for Service Systems Changhun Lee, Gyumin Lee and Chiehyeon Lim. Toward a Context-aware Serendipitous Recommendation System Kenisha Iton and Delroy Chevers. Towards the determinants of successful public-private partnership projects in Jamaica: A proposed methodology
3:10 PM – 3:40 PM	Coffee Break
3:40 PM – 4:30 PM	Panel Discussion (Gila, Renaissance Hotel) Moderator: Paul Messinger, University of Alberta (More info on Page 4) Machine Learning Meets Service Dominant Logic: Panel Discussion about the Future of Service Science Research
4:30 PM – 4:40 PM	Break
4:40 PM – 6:00 PM	Session 4: Emerging Technologies in Service Science (II) Session Chair: Nima Ahmadi Anita Bhappu and Sabrina Helm. Zone of Optimal Distinctiveness: Provider Asset Personalization and the Psychological Ownership of Shared Accommodation Vahab Vahdatzad, Seyedmohammad Salehi and Nima Ahmadi. Service Quality Assessment via Enhanced Data-Driven MCDM Model Zuqing Huang and Lijun Meng. The differential pricing strategy based on the changeable perceived value of new product Shubhi Asthana, Aly Megahed and Ahmed Nazeem. Cognitive Solutioning of Highly-Valued IT Service Contracts	Session 4: Service Science, the Art of Innovation Session Chair: Kelly Lyons David Turner, Diego Serrano, Eleni Stroulia and Kelly Lyons. A T-Shaped Measure of Multidisciplinarity in Academic Research Networks: The GRAND Case Study Joan Lofgren, Oleg Pavlov and Frank Hoy. Higher Education as a Service: The Science of Running a Lean Program in International Business Shari Weaver and Oleg Pavlov. Using the Service Science Canvas to Understand Institutional Change in a Public School System

 

 

Keynote: “The Services Industries: Some Insights Provided by Operations Research”

 

 

 

Richard C. Larson

Institute for Data, Systems, and Society

Massachusetts Institute of Technology

Cambridge, Massachusetts 02139 USA

 

Over the past 100+ years, economies of the developed world have moved seismically from agriculture (over 50% of US employment in 1900), to manufacturing and now to services (typically 80% of current jobs).  Operations Research (OR), often aided by IT and data analytics, has played and continues to play a vital role in policy and decision making in services.  Presenting recent examples, we range broadly from (1) urban OR, to (2) pandemic influenza and vaccine allocation modeling, to (3) modeling the process of science/engineering PhD production and academic employment; to (4) queue performance inference made possible by recent results in data analytics.  Two illustrative surprises:  (a) We identify and interpret the high “birth rate” of university professors, the numbers of PhD students produced over a faculty lifetime; (b) We present an improved vaccine allocation policy that would have reduced the number of USA influenza cases by 5,000,000 in 2009, the year of H1N1 flu pandemic.    We conclude with a discussion of needs to erase traditional academic silos when addressing the services industries, as most real problems are difficult and multi-faceted, requiring inter-disciplinary if not trans-disciplinary approaches, not unlike the multi-person teams put together in the 1940’s by our OR founders!

 

Panel: “Machine Learning Meets Service Dominant Logic”

Moderator:

• Paul R. Messinger, Associate Professor of Marketing, Alberta School of Business, University of Alberta and Chair, INFORMS Service Science Section

Panelists:

• Mary Jo Bitner, W. P. Carey Marketing Professor/Edward M. Carson Chair in Services Marketing, W.P. Carey School of Business, Arizona State University
• Peter I. Frazier, Associate Professor, School of Operations Research and Information Engineering, Cornell University, and Staff Data Scientist, Uber
• Aly Megahed, Research Staff Member, Almaden Research Center, IBM, and Secretary Treasurer of INFORMS Service Science Section
• Xin (Shane) Wang, Assistant Professor, Marketing, Ivey Business School , Western University

Abstract:

A panel of experts from marketing and operations, academics and practitioners, will discuss the past and future of the study of service research. Past research, since the 1980s, identified distinguishing features of service research. Managerial and behavioral research has advanced one stream of this research. The stream from service science, by contrast, uses quantifiable measures to predict and manage complex service systems. Machine learning tools are particularly helpful for predicting service outcomes, and how outcomes change, when resources are employed in different ways and in different combinations. This panel will discuss a research agenda for service science involving the use of machine learning to manage the conceptual issues identified in the research on service dominant logic. Panel members will each provide a brief presentation, integrated with audience discussion.