Services are an essential part of our everyday lives and of business relationships between companies and organizations. At the same time, they are significantly influenced by innovations such as generative AI. Services come in various forms that fulfill different functions: human-centric services; digital, data-based and AI-based services; smart, AR- and VR-based services; services based on hybrid intelligence; B2C, B2B, B2B2C services and many more. As services typically are offered within complex service systems that include a large number of stakeholders and new technologies, this ecosystem requires an integration of diverse resources for value creation. A consistent customer and user orientation as well as an intelligent orchestration of these service systems are crucial here; not only to make services successful, but also to ensure the efficient and effective development and provision of services. In this context, Service Engineering and Service Systems Engineering aim to provide methods, models and tools that enable the systematic development of services and service systems and their corresponding ecosystems.
This track invites the submission of papers that present current and relevant research results on services and service innovation as well as service engineering and service systems engineering. The context of services in this track is not restricted, but can range from personal services, innovative technologies in service processes to fully automated services. We invite design-oriented papers as well as qualitative and quantitative-empirical contributions. Conceptual or theoretical contributions that contribute to a better understanding of all types of services and service systems are also welcome.
Topics
- Service Engineering and Service Systems Engineering
- Service Innovation and Service Design
- Digital Servitization
- Data- and AI-based as well as digital services
- Product-Service-Systems, from B2B- and B2C contexts
- Services and service systems based on hybrid intelligence
- Conversational agents, service robots and (generative) AI in service provision
- Service modularization and modular service structures
- Value Co-Creation, Co-Innovation and Co-Destruction
- Management of service processes and ecosystems
- Design and delivery of human-centered services
- Methods for smart (product) service systems engineering
- Designing artifacts for service innovation
- Enabling service innovation through organizational change
- Interorganizational service systems and service ecosystems
- Digital service platforms and platform-based business models for digital services
- Challenges and failures of service innovation
- Services and modern working environments (e.g. New Work)
- Integrative of service and work systems
- Application of generative AI in service processes
- AI-based service (systems) engineering
- Services, work and business processes for value creation in the ecosystem
Track chairs
AEs
- Jürgen Anke, HDTW – University of Applied Sciences Dresden
- Christian Bartelheimer, University of Göttingen
- Pepe Bellin, Friedrich-Alexander-University
- Daniel Heinz, Karlsruhe Institute for Technology
- Mahei Li, University of Kassel
- Nina Lugmair, Friedrich-Alexander-University
- Juuli Lumivalo, University of Jyväskylä