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Panel I: Service Innovation in Taiwan

Theme: Service Innovation in Taiwan

Moderator: Fu-ren Lin, National Tsing Hua University, Taiwan

Panelists:

Ren-da Yang, Institute for Information Industry (III) , Taiwan

Jenn-Hwan Tarng, Industrial Technology Research Institute (ITRI) , Taiwan

Shepherd Chen, Telexpress Corp., Taiwan

Daniel Wu, ASUS, Taiwan

 

ABSTRACT

This panel is aimed to bring domain experts from research institutes and industries which have been conducting service innovation projects to share their experiences and lessons learned in managing the service innovation projects. It becomes a common understanding that an organization needs to consistently invent and improve service offerings when facing the consistently changing marketplaces. However, in dealing with many issues occurred in inner- and inter-organizational settings, an organization faces a great challenge to sustain innovated services. This panel is expected to bring audiences to the dialogue in identifying the key factors in sustainable service innovation, using Taiwan as the environmental settings.

 

About Fu-ren Lin

Dr. Fu-ren Lin is the professor and the founding director of the Institute of Service Science, National Tsing Hua University, Taiwan. He was graduated from University of Illinois at Urbana-Champaign in 1996 with Ph.D. degree in Information Systems. He taught in the Department of Information Management, National Sun Yat-sen University until 2004. He joined the Institute of Technology Management in Tsing Hua until the Institute of Service Science was launched in 2008. He has been doing research in various topics, such as supply chain management, business process re-engineering, e-commerce, knowledge management, and data/text mining since graduation. Based on the prior academic background and methodologies, he started to focus on service innovation related issues in service science research, including new service development, healthcare service engagement, and service experience design, service value network analysis. His research results have been published in domain related journals, such as Service Science, International Journal of e-Commerce, Decision Support System, Information Systems and e-Business Management, Information Processing and Management, Electronic Commerce Research and Application, etc. He also actively serves for academic communities. He co-chairs the minitrack of SSME in the Hawaii International Conference of System Sciences (HICSS) since 2008. He also serve as the Associate Editor for INFORMS Service Science. He currently serves as the general secretary for the Service Science Society of Taiwan (s3tw).

 

 

 

Panel II: Service Science Research in Asia Pacific

Theme: How Can Service Science Help Develop the Service Sector in Asia/Pacific Countries?

Moderator: Stephen Kwan, San José State University, USA

Panelists:

Ja-Shen Chen, Yuan Ze University, Taiwan

Yuriko Sawatani, Waseda University, Japan

Yong Jin Kim, Sogang University, South Korea

Iris Lui, The Chinese University of Hong Kong

 

ABSTRACT

Service Science, Management, and Engineering (SSME) – Service Science for short, has been developing into a trans-discipline for almost a decade now. Service Science research and education has been flourishing in many countries and many governments have established road-maps and provided support for these activities. The panelists will discuss how Service Science can help develop the Service Sector in their own countries in the Asia/Pacific region. It will include touching on (1) whether there are any cultural / traditional / societal / environmental factors in the country that make its service sector unique such that some of the research and finding from other countries could not be easily applied? That is, is there a need for “X Country Service Science” or is it sufficient to consider “Service Science with X Country characteristics”? (2) Is Service Science research being adopted by government and industry? What is the level of influence of Service Science? (3) How pervasive is Service Science education? When will it be able to inject significant number of Service Scientist into the society? (4) Is Service Science a “big tent” trans-discipline in the country (i.e., successful in incorporating multiple disciplines but not replace any of them)? (5) Does Service Science help the country create exportable Services?

 

About Stephen Kwan

Stephen Kwan is Professor of Service Science and Management Information Systems, and Director of Online Programs Development in the College of Business at San José State University, USA. He was the founding chair of the MIS department and had served as the Senior Associate Dean of the College. He is currently working on the Service Science, Management, Engineering, and Design (SSMED) research and academic program at SJSU. He is very active in the SSMED community. He works closely with IBM on SSMED and is a recipient of IBM Faculty Awards. His current research interests include Global Trade in Services, Service Systems & Service Value Networks, and Design Thinking for Service System Innovation. He received a B.S. and M.S. in Computer Science from the University of Oregon, and a Ph.D. in Management from UCLA.

 

 

 

Panel III: Service Engineering in a Changing World

Theme: Service Engineering in a Changing World

Moderator: Aditya Ghose, University of Wollongong, Australia

Panelists:

Alan Liu, National Chung Cheng University, Taiwan

Mike Wu, Oakland University, USA

Dickson Chiu, Dickson Computer Systems, Hong Kong

Soumya Ray, National Tsing Hua University, Taiwan

 

ABSTRACT

Service science addresses one of the grand challenges of our times. It is a response to two inexorable historical trends . First, organizations are being obliged to do more with less. Organizational productivity has, in general, trended upwards as human society has evolved, aided both by technological and methodological innovation. Second, driven by increasing competition, organizations are being obliged to improve the quality of engagement with their stakeholders. We also need to face challenges unique to our times such as the climate change challenge, as well as the enormous growth in (the global) population and an exponential growth in the demand for resources. In essence, these phenomena impose on us two significant imperatives: the efficiency imperative and the quality imperative. This panel will address these and related challenges, by answering questions such as the following:

How might service engineering techniques address the efficiency and quality imperatives in the backdrop of significantly greater service complexity?

How might service engineering techniques deal with the complexity of large, open service ecosystems?

How do we incorporate human computation within complex socio-technical service ecosystems?

How might service engineering leverage big data?

How might service engineering address the challenge of systematized, sustainable service innovation?

 

About Aditya Ghose

Aditya Ghose is Professor of Computer Science at the University of Wollongong and Director of the Decision Systems Lab. He holds PhD and MSc degrees in Computing Science from the University of Alberta, Canada (he also spent parts of his PhD candidature at the Beckman Institute, University of Illinois at Urbana Champaign and the University of Tokyo) and a Bachelor of Engineering degree in Computer Science and Engineering from Jadavpur University, Kolkata, India. While at the University of Alberta, he received the Jeffrey Sampson Memorial Award. His research has been funded by the Australian Research Council, the Canadian Natural Sciences and Engineering Research Council, the Japanese Institute for Advanced Information Technology (AITEC) and various Australian government agencies as well as companies such as Bluescope Steel, CSC and Pillar Administration. He also works with global IT majors, including IBM Research and Infosys Labs. Professor Ghose is a Research Leader in the Australian Cooperative Research Centre for Smart Services, Co-Director of the Centre for Oncology Informatics at the Illawarra Health and Medical Research Institute, Co-Leader of the University of Wollongong Carbon-Centric Computing Initiative and Co-Convenor of the Australian Computer Society NSW SIG on Green ICT. He is Vice-President of CORE, Australia's apex body for computing academics. He is also President of the Service Science Society of Australia.

 

 

 

Panel IV: Sustainable Value Creation in Services: Procedures and Outcomes

Theme: Sustainable Value Creation in Services: Procedures and Outcomes

Moderator: Rodoula H. Tsiotsou, University of Macedonia, Greece

Panelists:

Pei-Hsuan Hsieh, National Cheng Kung University, Taiwan

Yuan Lu, Eindhoven University of Technology, Netherlands

Shih-Chieh “Jack” Hsu, National Sun Yat-sen University, Taiwan

 

ABSTRACT

Sustainable Value Creation is a core business strategy focused on addressing fundamental societal issues by identifying new, scalable sources of competitive advantage that generate measurable profit and community benefit. Sustainable Value Creation (SVC) is a business strategy offering compelling ideas about achieving growth and high performance. Thus, firms seek to create competitive advantage by designing products, services, and practices that deliver both commercial and community benefits. Companies such as Siemens, General Electric, Novartis AG are some examples of businesses that have embraced a sustainable value creation strategy. Siemens bases its SVC strategy on three pillars: focus on innovation-driven growth markets, get closer to customers, and use the power of Siemens. The company advocates “sustainable success is our number one priority” and “our activities focus on meeting the needs of customers and creating value for our shareholders and employees”. The aim of this panel is to identify (a) the necessary steps in developing and implementing a sustainable value creation strategy in services and (b) the role of all key stakeholders in achieving business and societal objectives. Specifically, the panel discussion will attempt to provide answers to the following questions:

How can service firms balance societal value with business value?

What is the role of innovation in value creation and sustainability of services?

How customers can create sustainable value creation in services?

What is the role of customer participation in value creation on service performance outcomes such as (a) customer satisfaction, (b) employees’ satisfaction, and (c) employees’ productivity?

Is customer and employee empowerment important in value creation and sustainability in services?

How customers and employees can create sustainable value in specific services (e.g. tourism services, health services etc)?

 

About Rodoula H. Tsiotsou

Rodoula H. Tsiotsou (Ph.D.) obtained her Ph.D. from Florida State University and is currently an Assistant Professor of Services Marketing at the Department of Marketing & Operations Management, University of Macedonia, Greece. She is a visiting professor to the Master’s in Services Management at Athens University of Economics and Business. She has co-edited the book “Strategic Marketing in Tourism Services” (Emerald) and she has guest co-edited special issues for the scientific journals: Marketing Intelligence & Planning and Asia Pacific Journal of Marketing and Logistics. She has published in a variety of international scientific journals such as The Service Industries Journal, Journal of Business & Industrial Marketing, Journal of Marketing Management, Journal of Services marketing, Journal of Marketing Communications, International Journal of Retail and Distribution Management, and Journal of Sport Management. She serves at the editorial boards of the Service Industries Journal, the International Review on Public and Nonprofit Marketing and Tourismos. Her research interests include services marketing (focused on tourism and sports), brand management, relationship marketing, non profit marketing, and e-marketing.