Service Science for Socio-Economical and Information Systems Advancement: Holistic Methodologies

Services both as a science and as a practice in todays corporate environments are suffering from many suboptimalities. A compromise of both organizational and technological aspects provides the answer to many pitfalls and shortcomings currently faced.

Service Science for Socio-Economical and Information Systems Advancement: Holistic Methodologies sheds light on a variety of issues and shortcomings of service-based economies by analyzing situations and modern practices that improve the way researchers, field practitioners, and ICT professionals account for their core business service-related activities. This defining body of research provides a broad perspective of how to improve service creation, production, and management of assets.

About the Author

Adamantios Koumpis heads the research programmes division of ALTEC S.A., which he founded at 1996 (then as independent division of Unisoft S.A.). He is the author of research papers, technical reports, and project deliverables in the domains of data/information management and human computer interaction. His research interests include quantitative decision making techniques and information society economics. He successfully lead many commercial and research projects both at the European and the national level in the areas of e-commerce, public sector and business enterprise re-organization, and information logistics, concerning linking of data/information repositories with knowledge management and business engineering models. Adamantios holds a PhD degree from the University of Kingston (UK) and a bachelor degree from the University of Crete (Greece).

  • Hardcover: 372 pages
  • Publisher: Information Science Reference (July 8, 2009)
  • Language: English
  • ISBN-10: 1605666831
  • ISBN-13: 978-1605666839


Posted by: vsorathia | February 11, 2010

Graduate School Programme on Services Science

The Twente Graduate School at the University of Twente

Services Science


16th Americas Conference on Information Systems (AMCIS)

IT Services

Service Science, Management and Engineering (SSME): Theories and Artifacts for Service Systems

Services have been the major growth-driver of entire economies as well
as of single
businesses in the last decades. In the US, 90% of the population
worked on farms in 1800,
whereas today less than 3% of the country’s workforce is employed in
agriculture. The
manufacturing of goods or physical products peaked in the US in the
mid-1950s, and has
been decreasing ever since due to automation and offshoring. About 20%
of the US GDP
comes from physical products (agriculture, manufacturing,
construction) and about 80%
stems from the service sector (government, healthcare, education,
retail, financial,
professional and business, media and communication, entertainment and
transportation & warehousing, utilities), leading to economies
dominated by the service

A thorough understanding as well as innovative artifacts, such as new
methods and models
for the variety of service systems is needed in order to succeed.
Health care is an example
with a strong track record of high quality research aiming in
understanding the health care
service system and developing innovative models, methods, and tools.
NAICS gives a
classification for a lot more service systems research has to be
conducted on. This minitrack seeks research papers focusing on new
theories for service systems in
general. Additionally innovative artifacts i.e. constructs, models,
and methods for service
systems are addressed in this minitrack. Insights building on
implementations for specific
service system instances are welcome, giving particular consideration
to articles that follow a
design science approach according to Hevner 2004. Related theoretical
pursuits can include,
but are not limited to the following:

• Innovative artifacts for service systems
• Business objects and business rules for service systems
• Business process synthesis within service systems
• Theories for defining and delineating service systems
• Service-oriented computing paradigms as enabler for dynamic service systems
• Optimization of consumption processes within service systems
• Decision models and decision support for service systems
• Service discovery and service composition within service systems
• Multi-agent systems as service systems
• Semantic web services for dynamic service systems
• Inter-organizational service systems and service networks
• Data mining and web 2.0 for service system knowledge bases
• Performance and optimization of service systems
• Emerging technologies, tools and standards for service systems

Stephen K. Kwan, Ph.D.
Management Information Systems
College of Business
San José State University
One Washington Square
San José, CA 95192
Phone: (408) 924 3514

Dr. Axel Hochstein
Visiting Associate Professor
Computer Science Department
Stanford University
Phone: +1 650 209 6646

1. The deadline for submission of papers is March 1. To avoid last
minute traffic jam and unexpected submission system problems please
submit your paper as early as possible.

2. All paper must be submitted through the online submission system.
Mini-track chairs, track chairs, program chairs or conference chairs
will not accept any submissions that are sent to them directly by
email or any other means.

3. Authors and reviewers need to create an account on the submission
system before they can upload papers or reviews.

4. A paper must be submitted only to one mini-track. However you may
submit multiple papers to (m)any mini-track(s). A paper should not
exceed 5,000 words (including all attachments).

5. Acceptance/rejection decisions will be communicated to the authors
by the mini-track chairs on April 12, 2010.

6. Submission of a paper to the conference represents the author’s
agreement to allow AIS to publish the paper in any written or
electronic format for distribution to all interested parties in
perpetuity with or without compensation to AIS and without
compensation to the author. The parties understand that the author is
granting a nonexclusive license and all copyrights remain the property
of the author.

Dr. Axel Hochstein
Computer Science Department
Stanford University
Gates 250, Serra Mall
94305 CA, Stanford

phone: +1 650 209 6646
email :

Posted by: vsorathia | February 1, 2010

Claudio Pinhanez

Claudio Pinhanez

Claudio Pinhanez
Research Scientist
IBM T.J. Watson Research Center

Ph.D. in Media Arts and Sciences
M.I.T. Media Laboratory,1999

Research interests:
Interactive Spaces, Pervasive Computing
Service Sciences, HCI,
Computer Theater, Computer Vision, AI.
E-mail:     claudio at pinhanez dot com



SC “Humans Inside” as the Key Characteristic of Service Systems
C. Pinhanez
To appear in: Proc. of QUIS’11. Wolfsburg, Germany. June 2009
PDF Request harcopy
SCIS Multimedia Chat for Helpdesks: a Requirements Study, a Practical SOA Architecture, and an Interface Prototype
Z. Shae, T. Bergstrom, C. Pinhanez, M. Podlaseck
In: Proc. of ISORC’09 – IEEE International Symposium on Object/Component/Service-Oriented Real-Time Distributed Computing. Tokyo, Japan. March 17-20, 2009
PDF Request harcopy
SCIS Services as Customer-Intensive Systems
C. Pinhanez
Design Issues, vol. 25 (2). 2009
PDF Request harcopy
SCIS A Service Science Perspective on Human-Computer Interface Issues of Online Service Applications
C. Pinhanez
International Journal of Information Systems in the Service Sector, vol. 1 (2), pp. 17-35. 2009
PDF Request harcopy
SC A Proposal for a Service Science Discipline Classification System
C. Pinhanez, P. Kontogiorgis
Presented at: 2008 Frontiers of Service.Washington, DC. October 2 -5, 2008
PDF Request harcopy
SCUI Multimedia Chat for Helpdesks: a Practical SOA Architecture
Z. Shae, T. Bergstrom, C. Pinhanez, M. Podlaseck
In: Proc. of SCC’08 – IEEE International Conference on Services Computing. Honolulu, Hawaii. July 8-11, 2008
PDF Request harcopy
SC Service Systems as Customer-Intensive Systems and its Implications for Service Science and Engineering
C. Pinhanez
In: Proc. of HICSS’08. January 10-14. 2007
PDF Request harcopy
SCUI Services Theory Approach to Online Services Applications
C. Pinhanez
In: Proc. of SCC’07 – 2007 IEEE International Conference on Services Computing. May 2007
PDF Request harcopy
SCIS Ubiquitous Services
C. Pinhanez
In: Proc. of SCC’07 – 2007 IEEE International Conference on Services Computing. May 2007
PDF Request harcopy

Moving Forward and Making a Difference: Research Priorities for the Science of Service

Amy L. Ostrom*, Mary Jo Bitner, Stephen W. Brown, Kevin A. Burkhard, Michael Goul, Vicki Smith-Daniels, Haluk Demirkan, and Elliot Rabinovich

Arizona State University

* To whom correspondence should be addressed. E-mail:

Given the significant, sustained growth in services experienced worldwide, Arizona State University’s Center for Services Leadership embarked on an 18-month effort to identify and articulate a set of global, interdisciplinary research priorities focused on the science of service. Diverse participation from academics in a variety of disciplines working in institutions around the world—in collaboration with business executives who lead organizations ranging from small startups to Global 1000 companies—formed the basis for development of the priorities. The process led to the identification of the following 10 overarching research priorities:

  • Fostering service infusion and growth
  • Improving well-being through transformative service
  • Creating and maintaining a service culture
  • Stimulating service innovation
  • Enhancing service design
  • Optimizing service networks and value chains
  • Effectively branding and selling services
  • Enhancing the service experience through cocreation
  • Measuring and optimizing the value of service
  • Leveraging technology to advance service

For each priority, several important and more specific topic areas for service research emerged from the process. The intent is that the priorities will spur service research by shedding light on the areas of greatest value and potential return to academia, business, and government. Through academic, business, and government collaboration, we can enhance our understanding of service and create new knowledge to help tackle the most important opportunities and challenges we face today.

First published on January 18, 2010
Journal of Service Research 2010, doi:10.1177/1094670509357611

Posted by: vsorathia | January 20, 2010

IJWET Special Issue on SSME

International Journal of Web Engineering and Technology (IJWET)

Volume 5 – Issue 3 – 2009

Special Issue on Service Science Management and Engineering (SSME) or Service Science
Guest Editors: Professor Lorna Uden and Professor Marjan Heričko

Table of Contents PDF Editorial Editorial
Pages Title and authors
257 – 267 Enhanced service provision through mobile technology utilisation in facility processes
Anne Tolman, Tapio Matinmikko, Veli Mottonen, Erkki Siira, Kauko Tulla, Pentti Vaha
DOI: 10.1504/IJWET.2009.031009
268 – 294 Service innovation by SME
Lorna Uden, Marja Naaranoja
DOI: 10.1504/IJWET.2009.031010
295 – 312 Analysis of productivity in Japanese information service industries
Kazunori Minetaki
DOI: 10.1504/IJWET.2009.031011
313 – 326 Service systems framework focusing on value creation: case study
Yuriko Sawatani, Kiyoshi Niwa
DOI: 10.1504/IJWET.2009.031012
327 – 342 A service science perspective on the design of social media activities
Jari Multisilta
DOI: 10.1504/IJWET.2009.031013
343 – 355 Studies on customer services optimisation by using the SCIM – an application of the agent base modelling (ABM) technology to service science
Akira Kamoshida, Takao Terano, Bin Jiang, Hasnat Elias, Takashi Kikuchi
DOI: 10.1504/IJWET.2009.031014
Pages Title and authors
Posted by: vsorathia | January 4, 2010

Internet of Services Community

The Internet of Services community draws together researchers, technology vendors, service providers and end users on developments towards the next generation of the services revolution – the Internet of Services. With the acceleration of services seen through software-as-a-service, BPO, cloud computing, service marketplace and many other applications, the stage is set for global supply and demand of services through the Internet.

The Internet of Services community aims to develop, share, collaborate on, promote and adopt relevant concepts, use cases, technical specifications, software sources, demos/prototypes, pilots, commercialization and early adopter experiences.

Posted by: vsorathia | December 17, 2009

Service Science Factory Maastricht University

An academic approach to Service

The Service Science Factory constitutes an interdisciplinary and intercultural approach to service research and a new format for interdisciplinary education. It is all about providing access to existing knowledge and creating new excellent knowledge by scientists, students and business representatives, who are creating new and rethinking old service systems. The Service Science Factory wants to train entrepreneurs, adaptive innovaters and intuitive experts. Due to the adjacency to industrial organisation, real world data and actual practical solutions are provided.

What is Service Science?

Service Science is an interdisciplinary new field of research and academic effort in order to analyze the study, design and implementation of service systems. The aim is to understand the organisational, technical, human and cultural aspects of service systems in order to ultimately provide innovative solutions and advantages to a wide range of users.


During the development of the new inititiative of the Service Science Factory, besides business contributions, preliminary contributions were made by several universities from around the world such as the RWTH Aachen (Germany), the Technion from Haifa (Israel), the Indian Institute of Technology in Kanpur (India) and the Queensland University of Technology Brisbane (Australia). The multidisciplinary participation is crucial for the success of the Service Science Factory.

If you as a student or scholar want to get involved and learn more, please contact us

Countering Service Information Challenges in the Internet of Services

Journal Business & Information Systems Engineering
Publisher Gabler Verlag
ISSN 1867-0202
Issue Volume 1, Number 5 / October, 2009
Category BISE – Research paper
DOI 10.1007/s12599-009-0069-9
Pages 370-390
Subject Collection Business and Economics
SpringerLink Date Wednesday, November 04, 2009

BISE – Research paper

Countering Service Information Challenges in the Internet of Services

Daniel OberleContact Information, Nadeem BhattiContact Information, Saartje BrockmansContact Information, Michael NiemannContact Information and Christian JanieschContact Information

(1) SAP Research CEC Karlsruhe, Vincenz-Priessnitz-Str. 1, 76133 Karlsruhe, Germany
(2) Fraunhofer IGD, Fraunhoferstr. 5, 64283 Darmstadt, Germany
(3) ontoprise GmbH, An der RaumFabrik 29, 76227 Karlsruhe, Germany
(4) Technische Universität Darmstadt, Merckstr. 25, 64283 Darmstadt, Germany
(5) SAP Research CEC Brisbane, 7/52 Merivale St, South Brisbane QLD 4101, Australia

Received: 1 December 2008  Accepted: 20 July 2009  Published online: 31 October 2009

Abstract  Business Webs apply the idea of value networks to the WWW. The underlying delivery platform is commonly referred to as the Internet of Services and will certainly have to deal with a great variety and amount of information about services along several service information dimensions. As soon as brokerage, discovery, or community feedback parts are decentralized, there emerge a number of service information challenges (modeling the information in a holistic way, documentation, interlinkage, tool interoperability, distributed querying, inconsistent information, and cooperation of different stakeholders). In this paper, we propose to counter such service information challenges by two artifacts. First, we contribute a Service Ontology based on a sound and rigid foundational ontology. The Service Ontology provides a holistic and consistent way of capturing service information. We apply the recommendations of the W3C Semantic Web Activity whose recent standardization has already opened new possibilities for tool interoperability, interlinkage of information, and distributed querying on the web. However, building and prescribing an ontology in standardized languages is not enough to address all service information challenges. Therefore, as a second contribution, we provide a method around the ontology including a governance framework, guidelines for applying the W3C Semantic Web recommendations, a lifecycle-spanning tool chain, and different levels of applicability. We label our method Semantic Business Web approach, since we build on W3C Semantic Web standards, use and extend them in the Business Web setting. Both artifacts are constructed in an interdisciplinary way by experts participating in the German lighthouse project THESEUS/TEXO. The project’s scenario also serves as a proof of concept evaluation of the artifacts.

Keywords  Internet of services – Business web – Semantic web – Service ontology – Service governance framework

Accepted after three revisions by Prof. Dr. Buxmann and Prof. Dr. Hess.
This article is also available in German in print and via Oberle D, Bhatti N, Brockmans S, Niemann M, Janiesch C (2009) Effektive Handhabung von Service-Informationen im Internet der Dienste. WIRTSCHAFTSINFORMATIK. doi: 10.1007/11576-009-0191-9.

Contact Information Daniel Oberle (Corresponding author)

Contact Information Nadeem Bhatti

Contact Information Saartje Brockmans

Contact Information Michael Niemann

Contact Information Christian Janiesch
Posted by: vsorathia | November 20, 2009

DAIS 2010 Applications and services for a complex world


10th IFIP WG 6.1
International Conference on
Distributed Applications and Interoperable Systems

DAIS 2010

“Applications and services for a complex world”

Amsterdam, The Netherlands
June 7-9, 2010

To be held in conjunction with
FMOODS/FORTE 2010 and Coordination 2010



Distributed application technology has become a foundation of the information
society. New computing and communication technologies have brought up a
multitude of challenging application areas, including mobile computing,
inter-enterprise collaborations, ubiquitous services, service-oriented
architectures, autonomous and self-adapting systems, peer-to-peer systems,
just to name a few. New challenges include the need for novel abstractions
supporting the development, deployment, management and interoperability of
evolutionary and complex applications and services, such as those bridging the
physical/virtual worlds. Therefore, the linkage between applications,
platforms and users through multi-disciplinary user requirements (like
security, privacy, usability, efficiency, safety, semantic and pragmatic
interoperability of data and services, dependability, trust and
self-adaptivity) becomes of special interest. It is envisaged that future
complex applications will far exceed those of today in terms of these

The DAIS conference series addresses all aspects of distributed applications,
including their design, implementation and operation, the supporting
middleware, appropriate software engineering methodologies and tools, as well
as experimental studies and practice reports. This time we welcome in
particular contributions on architectures, models, technologies and platforms
for large scale and complex distributed applications and services that are
related to the latest trends towards bridging the physical/virtual worlds
based on flexible and versatile service architectures and platforms.

DAIS’10 is the 10th event in a series of successful international conferences
which started in 1997. It will provide a forum for researchers, application
and platform service vendors and users, to review, discuss and learn about new
approaches, trends, concepts and experiences in the fields of distributed


DAIS’10 solicits high quality papers reporting research results and/or
experience reports. All papers must be original, unpublished, and not
submitted simultaneously for publication elsewhere.

DAIS’10 especially encourages submissions addressing the following topics:

– novel and innovative applications in the areas of
* ubiquitous and pervasive computing
* sensor networks
* mobile computing
* peer-to-peer systems and platforms
* Cloud and enterprise computing
* collaborative intelligent devices (e.g., robots)

– models, methodology and concepts supporting distributed applications with
respect to
* sustainability
* dependability and resilience
* evolution
* energy efficiency
* robustness and trust
* usability
* autonomy

– middleware and software engineering techniques supporting distributed
applications in the areas of
* autonomic and resilient systems
* mobile systems
* context- and QoS-aware systems
* evolution of service-oriented applications
* enterprise-wide and global integration
* semantic interoperability
* application and service management
* domain-specific modelling languages
* model-driven software development, testing, validation, and adaptation
* model evolution
* software architecture and patterns


Submissions must be done electronically as postscript or PDF, using the
Springer LNCS style. DAIS’10 seeks:

– Full technical papers in no more than 14 pages,
– Work-in-progress papers, describing on-going work and interim results,
in no more than 6 pages.

Both categories of papers will be reviewed thoroughly by the DAIS’10 Program
Committee. Accepted papers will appear in the conference proceedings published
by Springer Verlag in the LNCS series. More specific guidelines on the
preparation of papers can be found on the conference website.

*New:* Extended versions of selected best papers published in DAIS’10 will be
invited for publication in a dedicated special issue of Wiley Software:
Practice and Experience


Abstract submission February 8, 2010
Full paper submission: February 12, 2010
Notification of acceptance: March 19, 2010
Camera ready version: April 2, 2010
Conference dates: June 7-9, 2010


DAIS’10 will be held in the multi-faced city of Amsterdam, The Netherlands, as
a part of the federated conferences DisCoTec (Distributed Computing
Techniques), together with the 12th International Conference on Coordination
Models and Languages (COORDINATION) and the IFIP International Conference
Formal Methods for Distributed Systems (FMOODS/FORTE).


General chair:
Frank S. de Boer, Centrum Wiskunde & Informatica (CWI), Netherlands

Steering committee:
Kurt Geihs, University of Kassel, Germany
Jadwiga Indulska, University of Queensland, Australia
Lea Kutvonen (chair), University of Helsinki, Finland
Elie Najm, ENST, France
Rui Oliveira, Universidade do Minho, Portugal
Rene Meier, Trinity College Dublin, Ireland
Twittie Senivongse, Chulalongkorn University, Thailand
Sotirios Terzis, University of Strathclyde, UK

PC Chairs:
Frank Eliassen, University of Oslo, Norway
Ruediger Kapitza, FAU Erlangen-Nuremberg, Germany

Publicity chair:
Johan Fabry, Universidad de Chile, Chile
Hans P. Reiser, University of Lisboa, Portugal
Charles Zhang, Hong Kong University of Science and Technology, China

Program committee:
M. Aoyama, Nanzan University, Japan
J. E. Armendariz-Inigo, Universidad Publica de Navarra, Spain
D. Bakken, Washington State University, USA
Y. Berbers, Katholieke Universiteit Leuven, Belgium
A. Beresford, University of Cambridge, UK
A. Beugnard, TELECOM Bretagne, France
G. Blair, Lancaster University, UK
A. Casimiro, University of Lisbon, Portugal
E. Cecchet, University of Massachusetts, USA
I. Demeure, ENST, France
S. Dobson, University of St Andrews, Scotland
J. Dowling, SICS, Sweden
D. Donsez, Universite Joseph Fourier , France
N. Dulay, Imperial College London, UK
F. Eliassen, University of Oslo, Norway
S. Elnikety, Microsoft Research, USA
P. Felber, Universite de Neuchatel, Switzerland
K. Geihs, University of Kassel, Germany
N. Georgantas, INRIA, France
K. Goeschka, Vienna University of Technology, Austria
R. Gronmo, SINTEF, Norway
D. Hagimont, INP Toulouse, France
S. Hallsteinsen, SINTEF, Norway
P. Herrmann, NTNU Trondheim, Norway
J. Indulska, University of Queensland, Australia
R. Kapitza, University of Erlangen-Nuernberg, Germany
H. Koenig, BTU Cottbus, Germany
R. Kroeger, University of Applied Sciences, Wiesbaden, Germany
L. Kutvonen, University of Helsinki, Finland
W. Lamersdorf, University of Hamburg, Germany
M. Lawley, Queensland University of Technology, Australia
P. Linington, University of Kent, UK
C. Linnhoff-Popien, Munich University, Germany
K. Lund, Norwegian Defence Research Establishment (FFI), Norway
R. Macedo, Federal University of Bahia, Brazil
R. Meier, Trinity College Dublin, Ireland
A. Montresor, University of Trento, Italy
E. Najm, ENST, France
N. Narasimhan, Motorola Labs, USA
R. Oliveira, Universidade do Minho, Portugal
G. Pierre, Vrije Universiteit Amsterdam, The Netherlands
P. Pietzuch, Imperial College London, UK
A. Puder, State University San Francisco, USA
R. Rouvoy, University of Lille 1, France
D. Schmidt, Vanderbilt University, USA
T. Senivongse, Chulalongkorn University, Thailand
K. Sere, Abo Akademi University, Finland
S. Terzis, University of Strathclyde, UK
H. Yokota, Tokyo Institute of Technology, Japan

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