Service Science

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Now showing 1 - 5 of 5
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    Introduction to the Minitrack on Service Science
    ( 2023-01-03) Lin, Fu-Ren ; Maglio, Paul
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    Designing a Conversational AI Agent: Framework Combining Customer Experience Management, Personalization, and AI in Service Techniques
    ( 2023-01-03) Blümel, Jan ; Jha, Gautam
    Conversational AI agents are fundamentally changing how firms are delivering service to their customers. The rapid advancement of technology and ready tools means that deploying a conversational AI agent has become far simpler than ever imagined. However, customers remain unsatisfied with their experience and firms are unable to demonstrate value of conversational AI agents. Drawing on the theoretical notions of customer experience (CX) management, personalization, and AI in service, we develop a framework to design conversational AI agents. We propose a six-stage iterative design for conversational AI agents that begins with sensing customer intent, adapting to journey context, assigning tone to the conversation, delegating to humans, orchestrating processes to service requests and training of AI agents to adaptively improve and loopback into prior design stages. Additionally, we recognize that firms need to holistically qualify and allocate service requests to such conversational AI agents based on the firm’s purpose and CX strategy.
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    Resilient Practices of Small Businesses to Survive from COVID-19 Pandemic ~ Perspectives from S-DL and Social Capital
    ( 2023-01-03) Windasari, Nila ; Kato-Lin, Yi-Chin ; Lin, Shelley ; Lin, Fu-Ren
    The devastating outbreaks of COVID-19 pandemic has negatively impacted social and economic sustainability of the world, particularly in routine services that require physical interactions, such as dining services. With the retrospective analysis via case study, we identified three cases in dining service from USA, Indonesia, Taiwan, respectively, and investigated their service systems with the Service-Dominant Logic to understand the interactions among actors and how they integrated resources to cope with the pandemic. We identified their resilient practices heavily relied on various types of social capital to quickly respond to demand shifts, reconnect value networks, and leverage ICTs for marketing and sales. These resilient practices could be used for guiding small and medium enterprises to cope with devastating unexpected crises, taking COVID-19 as an example. More cases collected and analyzed from corresponding regions in the follow-up study could further conclude a more general causal relationship in resilience toward the theory for resilience.
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    How Practice Diffusion Drives IoT Technology Adoption and Institutionalization of Solutions in Service Ecosystems
    ( 2023-01-03) Akaka, Melissa ; Schau, Hope ; Vargo, Stephen
    This paper proposes a framework for considering how practice diffusion drives the adoption of IoT technology and fuels institutionalization of solutions within service ecosystems. Practice diffusion requires the adaptation of a practice (using a wearable device) as it emerges across distinct sociocultural contexts. The adaptation of practices allows for the adoption of technology in different ways. New materials are linked with pre-existing meanings and competences as practices emerge and become embedded within a social structure. For IoT technologies, materials include a device and its associated digital data. Thus, practice adaptation requires linkages that enable the integration and use of both a device and data. We highlight a growing mental health crisis and the potential of wearable devices as medical aids, particularly for adolescents who spend much of their time connected to the internet. We consider important linkages to help institutionalize unique solutions for those in need.
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    Functional and Structural Roles of Data in Service Ecosystems
    ( 2023-01-03) Pekkala, Kaisa ; Elo, Jenny ; Tuunanen, Tuure
    Data play an increasingly important role in today’s service ecosystems, where actors integrate resources to create value at different levels of aggregation (micro, meso, macro). To advance our understanding of the role of data in such contemporary data-rich service ecosystems, we draw on the service-dominant (S-D) logic and data ecosystem literature. Extending the current understanding of data in the literature, we demonstrate how data and data ecosystems have become intertwined with service ecosystems and how data as a meta-resource connects actors, enhances systemic visibility, and drives innovation in these ecosystems.