Program for ICServ2020 (tentative) Last Updated: 2020-02-04
The 7th International conference on Serviceology
March 13–15, 2020 | Osaka Seikei University, Osaka, Japan[Day#1] 2020.3.13
Room
14:00-16:00

PDW (Paper Development Workshop)

16:00-16:30

Coffee break

16:30-18:00

Develop your academic writing skills

18:00-

Welcome reception (Keynote speech: Jay)

[Day#2] 2020.3.14 - Concurrent session 1

Room

11:00-12:30

Service marketing & management
Online customer experiences

Chair
Exploring Online Reservation Experience as Part of Service Scape in Hospitality#51: Jungwoo Lee
Exploring the Impact of Managerial Responses to Online Reviews in the Sharing
Economy: A Case of Accommodation Sharing Service#48: Wenlong Liu and Xiucheng Fan
Socially-Conscious Service System Design in the Digital Era: Research Agenda#46: Kentaro Watanabe, Yusuke Kishita, Kaito Tsunetomo and Takeshi

Room

11:00-12:30

Service related human behavior
Customer experience and behavior

Chair
To Err is Human: Tolerate Human Employees instead of Self-service
Technologies in Service Failure#12: Nuoya Chen, Smaraki Mohanty, Jinfeng Jiao and Xiucheng Fan
Holistic measurement approach of customer experiences ? Findings from aJapanese new car buyer study#15: David Marutschke and Ted Gournelos
Service Ecosystem Design using Social Modeling to Incorporate Customers'
Behavioral Logic#32: Masafumi Hamano, Bach Ho, Tatsunori Hara and Jun Ota
Corporate Social Responsibility in a Developmental State: The Case of Korea#34: Kyungmin Baek

Room

11:00-12:30

Service & Technology
IoT and Data scienceChair

12:30-13:30

Maintenance Service Menu for IoT and Maintenance Knowledge Integrated
Customer Cocreation Process#13: Toshiaki Kono, Yui Sugita and Tomoaki Hiruta
A Method of Robot Service Quality Improvement#47: Yachao Pei
Enriching Design Thinking with Data Science: Using the Taiwan Moving
Industry as a Case#38: Kai-Lun Yang, Shih-Chieh Hsu and Hui-Mei Hsu

Lunch[Day#2] 2020.3.14 - Concurrent session 2Room

13:30-15:00

Service marketing & management
Service designChair
Models for Designing Excellent Service through Co-creation Environment#58: Tatsunori Hara, Satoko Tsuru, and Seiichi Yasui
Identify Features Representing Cognitive Competency of Front-line Employees
in Hospitality Industry -Discovering Concept of Serving not to Serve#39: Ryo Fukushima, Bach Quang Ho, Tatsunori Hara, Jun Ota, Rena Kawada and Narito Arimitsu

Improving indigenous culture traditions and nature rules in service andhospitality management#53: Pierre-Andre Krueger

Room

13:30-15:00

Service related human behavior
customer emotion and sensory
experience

Chair
Emotions in Service Encounter Experiences: Being Moved versus Being
Satisfied#49: Michele Griessmair, Hisashi Masuda and Spring Han
Differences in Customer Delight Rating linked to Customer Actions in Japaneseand Foreign Residents using Restaurant Services in Japan#1: Hisashi Masuda
Analysis of Service Staff's Observation on a customer -A Case Study of Hotel
Service in Japan#52: Satoshi Shimada, Eiko Hoshiyama

RoomChair

13:30-15:00

Service & Technology
Product innovation

A Proposal of Methods for Classifying Twitter Users Residents and Visitors

15:00-15:15#8: Masaharu Hirota, Tetsuya Oda, Masaki Endo and Hiroshi Ishikawa
Customer's Value Creation in a Cashless Context#17: Zhang Jing and Muramatsu Junichi
R&D staff perception leading to product innovation: Case study on
carbohydrate-free sake
#42: Kengo Matsumura, Satoshi Shimada and Yoshinori Hara

Coffee break[Day#2] 2020.3.14 - Concurrent session 3Room15:15-16:45

Special Session
Smart interactive service with digital
health modeling

Chair
Smart Interactive Humane Service with CPHS for Healthcare Industry#24: Toshiya Kaihara
Consumer responses to high vivid imagery in processing of health-related
messages#29: Xuhong Zhuang, Chieko Minami and Nidhi Agrawal
Wireless IoT sensor system for measuring daily motion in the living
environment#30: Tsubasa Maruyama, Mitsunori Tada, Go Nakamura, Ichiro Hirata and Yuichiro Honda

Developing Preliminary System for Smart Welfare Interactive Service#40: Go Na ka mura , Yui chi ro Honda , Ta ka a ki Chi n, Mi ts unori Ta da , Ts uba s a Ma ruya ma , Ya s unori GotoRoom

15:15-16:45

Service & Technology
smart service

Chair
Archetypes of Service Innovation: Implications for Sustainable Development
Goals#25: Anu Helkkula, Christian Kowalkowski, Bard Tronvoll and Eric Arnould
Does Food Appear Bigger with Black? The Effect of Plate Color Lightness on
Portion Size Perceptions and Evaluations of Restaurant Dishes#55: Jung Kuk Jang and Anna Mattila
Conceptualization of a Smart Service Platform for Last Mile Logistics#43: Michael Glockner, Luise Pufahl, Bogdan Franczyk, Mathias Weske and Andre Ludwig

The Effect of Foreign Ownership on Firm Value: Evidence from Japanese HotelFirms#54: Charee Kwak

16:45-17:00

Coffee break[Day#2] 2020.3.14 - Concurrent session 4Room

17:00-18:30

Service marketing & management
service system and process

Chair
An Examination of Channel-specific Demand Sensitivity to Delivery Lead Timeand its Implication for Omni-channel Facility Network Design#7: Stanley Lim, Fei Gao and Tom Tan
An Integrated Service System in BOP Economy#14: Md Abul Kalam Siddike, Kazuyoshi Hidaka and Jim Spohrer
Toward Service Process Improvement in Nursing-Care Services - Application ofBehavior Measurement #35: Hiroyasu Miwa and Kentaro Watanabe

RoomService related human behavior
work engagement

ChairA Proposal for the Work Engagement Development Canvas Contributing tothe Development of Work engagement#21: Ami Hamamoto, Nobuyuki Kobayashi, Hirotaka Fujino and Seiko Shirasaka

Problems structure for employee well-being in the workplace - Personal andOrganizational Well-Being #56: Kei Shibuya, Makiko Yoshida and Bach Q Ho
Workplace Ethics & Corporate Governance ? Role of Human ResourcesManagement#3: Vaibhav Garg

Room

17:00-18:3019:00-

special session
Panel discussion

ChairGala Dinner[Day#3] 2020.3.15 - Concurrent session 5Room

9:00-10:30

Service marketing & management
Service recovery

Chair
Dose Good Service Recovery Improve Consumer Affinity?
#9: Shinichiro Terasaki and Keigo Taketani
The effect of self-efficacy on co-created service recovery#27: Yi Hu
Moderating Roles of a Personal and Environmental Factors on Customer
Feedback#45: Wataru Uemoto
An Empirical Examination of the Effectiveness of Cryptocurrencies in ServiceRecovery#57: Amin Nazifi, Jana Gathke and Samantha Murdy

Room

9:00-10:30

Service related human behavior
Service quality

Chair
Autonomous Customer Journey through Information Content Services#20: Michiko Kawamoto
Exploring the Possibility of Using Fluency in Service Quality Research#22: Hisaaki Watanabe
Bridal business integration and business style changement#33: Seiichi Iida

Room

9:00-10:30

Service & Technology
IoT and Data science

Chair
How business process management approach is applied to platform businessmodel#10: Takashi Sendo
Ecosystem strategies for IoT service platform ecosystems: a case study ofRFID linen tags and the Japanese linen supply market#16: Yuki Inoue, Takami Kasasaku, Ryohei Arai and Takeshi Takenaka
Customer experience in the online hotel booking service: Its antecedents andconsequences#18: Tran-Thien-Y Le and Ja-Shen Chen10:30-11:00

Coffee break[Day#3] 2020.3.15 - Concurrent session 6Room

11:00-12:30

Service marketing & management
Smart education

Chair
Understanding Continuance Intention towards Mobile-based Smart Education
Service: A Uses and Gratifications Perspective#19: Biao Gao and Lin Huang
The Application of the Cultural-Historical Activity theory and the expansive
learning theory to Value co-creation process in higher education#26: Takashi Tsutsumi and Masaru Unno
A proposal of a service design method using machine learning from the user's
action data: Implementation for action distinction and feature analysis#41: Xinyue Wang, Nobutada Fujii, Toshiya Kaihara and Daisuke Kokuryo
Proposal of training method to understand quality requirements andevaluation method of quality in use#50: Daiju Kato, Ayako Okuyama and Hiroshi Ishikawa

Room

11:00-12:30

Service related human behavior
Service improvement

Chair
Can a Marketer Compare Purchase Frequencies among Competing ServiceCompanies?
#5: Ryuji Wakuta
Omotenashi Must Separate Hospitality and Service: The Importance of aClinical Approach to Practice and Science in the Service Industry#36: Tetsuo Kuboyama
Clarification of the process of value co-creation marketing - Case ofmanufacturing industry#44: Satoshi Seino

Room

11:00-12:30

Service & Technology
Servitization of manufacturing

Chair
How do manufacturers sell advanced services?
#6: Towako Sakama
Multi-channel management in servitization of manufacturing: An exploratory
case study of a Japanese industrial company#11: Ryota Suga
Survey of quality improvement of user manuals (product instruction manuals)for corporations to bring customer satisfaction#23: Okuyama Ayako
Classifications of Manufacturers’ Servitization Approaches in Japan: Current
status and future research issues#37: Kenichi Nishioka, Chieko Minami and Ryota Suga