Smart Service Systems, Operations Management, and Analytics

Proceedings of the 2019 INFORMS International Conference on Service Science

  • Hui Yang
  • Robin Qiu
  • Weiwei Chen
Conference proceedings INFORMS-CSS 2019

Part of the Springer Proceedings in Business and Economics book series (SPBE)

Table of contents

  1. Front Matter
    Pages i-viii
  2. Xiaoyu Guo, Jing Ma, Xiaofeng Li
    Pages 17-25
  3. Christoph Heitz, Marc Blume, Corinne Scherrer, Raoul Stöckle, Thomas Bachmann
    Pages 113-125
  4. Qian Yuanyuan, Xu Jie, Mi Chuanmin, Peng Qiwei
    Pages 127-137
  5. Saeed Khaki, Lizhi Wang
    Pages 139-147
  6. Mahei Manhai Li, Christoph Peters, Jan Marco Leimeister
    Pages 169-182
  7. Jie-Ru Jin, Peng Wang, Yang Shen, Kai-Xi Zhang
    Pages 183-194
  8. Chenglin He, Shan Li, Yehui Yao, Yu Ding
    Pages 209-222
  9. Tingyan Wang, Robin G. Qiu, Ming Yu
    Pages 229-240
  10. Huijie Peng, Xingyuan Li, Yisong Zhang, Qifeng Tang, Liwei Zheng
    Pages 293-302
  11. Sung-Hee “Sunny” Park, Soohoon Park, Linda B. Oldham
    Pages 317-328
  12. Ruilin Lv, Chengxi Zang, Wai Kin (Victor) Chan, Wenwu Zhu
    Pages 379-390
  13. Back Matter
    Pages 401-403

About these proceedings


This volume offers state-of-the-art research in service science and its related research, education and practice areas. It showcases recent developments in smart service systems, operations management and analytics and their impact in complex service systems. The papers included in this volume highlight emerging technology and applications in fields including healthcare, energy, finance, information technology, transportation, sports, logistics, and public services. Regardless of size and service, a service organization is a service system. Because of the socio-technical nature of a service system, a systems approach must be adopted to design, develop, and deliver services, aimed at meeting end users‘ both utilitarian and socio-psychological needs. Effective understanding of service and service systems often requires combining multiple methods to consider how interactions of people, technology, organizations, and information create value under various conditions. 
The papers in this volume present methods to approach such technical challenges in service science and are based on top papers from the 2019 INFORMS International Conference on Service Science.


Service Science Smart Service Smart Service and Systems Service Systems Modeling Service Operations Service Operations and Management Operations Management Service Analytics Analytics Machine Learning Service Research Service Management Service Systems Smart Cities Big Data Service Science Research

Editors and affiliations

  • Hui Yang
    • 1
  • Robin Qiu
    • 2
  • Weiwei Chen
    • 3
  1. 1.Harold and Inge Marcus Department of Industrial and Manufacturing EngineeringPennsylvania State UniversityUniversity ParkUSA
  2. 2.Division of Engineering and Information SciencePennsylvania State UniversityMalvernUSA
  3. 3.Department of Supply Chain ManagementRutgers, The State University of New JerseyPiscatawayUSA

Bibliographic information