Exploring Service Science 10th International Conference, IESS 2020, Porto, Portugal, February 5–7, 2020, Proceedings

This book constitutes the proceedings of the 10th International Conference on Exploring Service Science, IESS 2020, held in Porto, Portugal, in February 2020.

Customer Experience.- Customer experience literature analysis based on bibliometry.- On Finding the Voice of the Customer in the Digital Traces of the Michelin-Star Gastronomy Experience: Unveiling Insights for Service Design.- Quality and efficiency evaluation of airlines services.- Reducing the Expectation-Performance Gap in EV Fast Charging by Managing Service Performance.- Data Analytics in Service.- Collaborative Recommendations with Deep Feed-Forward Networks: an Approach to Service Personalization.- Empirical Analysis of Call Center Load & Service Level for Shift Planning.- Enabling System-Oriented Service Delivery in Industrial Maintenance: A Meta-Method for Predicting Industrial Costs of Downtime.- Half-empty or half-full? A Hybrid Approach to Predict Recycling Behavior of Consumers to Increase Reverse Vending Machine Uptime.- Real-Time Prediction of Market Basket Additions as a Way to Enhance Customer Service Levels.- Emerging Service Technologies.- Artificial IntelligenceTheory in Service Management.- Conceptualizing the Role of Blockchain Technology in Digital Platform Business.- Towards a Better Understanding of Smart Services- a Cross-Disciplinary Investigation.- Service robots in the hospitality industry: An exploratory literature review.- Understanding FinTech ecosystem evolution through service innovation and socio-technical system perspective.- Understanding the Impact of Artificial Intelligence on Services.- Service Design and Innovation.- Igniting the Spark: Overcoming Organizational Change Resistance to Advance Innovation Adoption - The Case of Data-Driven Services.- Service Design for Business Process Reengineering.- The SDCS method: a new service design method for companies undergoing a servitization process.- Understanding Service Design and Design Thinking Differences Between Research and Practice: An Empirical Study.- Upgrading the Data2Action framework: results deriving from ist application in the printing industry.- Service Ecosystems.- Tiers-Lieu for Services: An Exploratory Approach to Societal Progression.- A Service Ecosystem Ontology Perspective: SDG Implementation Mechanisms in Public Safety.- Benchmarking the metabolism of European Union countries to promote the continuous improvement of service ecosystems.- Ten Years Exploring Service Science: Looking Back to Move Forward.- The Digital Twin as a Service Enabler: from the Service Ecosystem to the Simulation Model.- Service Management.- Is there a relationship of interdependence between resilience, viability and competitiveness? Ditron Ltd. case-study.- Modelling Service Processes as Discrete Event Systems with ARTI-Type Holonic Control Architecture.- The Role of Error Management Culture and Leadership on Failures and Recovery in Services.