1. Service Design for Sustainability (Conference Theme)

Track chairs : Prof. Choon-Ling Sia / Prof. Chuan-Hoo Tan

Service design, a user-centric approach to creating and improving services, plays a transformative role in fostering sustainability across various industries. To understand the complex systems involved in the sustainable development, it demands the cross-disciplinary collaboration and the joint actions. This track aims to explore and promote the crucial intersection of service design and sustainable practices. While there is a rising call for an urgent transformation to global sustainability, this track brings together researchers, practitioners, and policymakers to discuss innovative approaches and solutions that leverage service design principles to address pressing environmental, social, and economic challenges.

We are interested in research on the design, development, implementation, deployment, and impact of service design to overcome critical global challenges. Research that examines critical global issues or emerging trends in IS across any level of analysis is of interest to this track. We are open to all kinds of research approaches and methodologies that address using service design to improve or support sustainability.

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2. Service Science and Systems

Track chairs : Prof. Hsiao-Ting Tseng / Prof. Kim, Jongki / Prof. Mou, Jian

Service science is a multidisciplinary field that combines concepts from various domains, including the design, development, and managerial issues of “service systems”. Because of this multidisciplinary context, researchers and practitioners in management, social sciences, design science, and computer sciences are all working to increase service innovation. These multiple perspectives can be unified using the theoretical construct of the service system, in which entities (people, businesses, government agencies, IT, etc.) interact to co-create value via value propositions that describe dynamic re-configurations of resources. 

This track aims to advance the understanding and application of service science principles and methodologies in designing, analyzing, and optimizing complex service systems. We call for relevant and rigorous research that reaches beyond traditional disciplinary boundaries. The interdisciplinary nature of service science supports the diversity of research paradigms, including theoretical, empirical, and design science, and also welcome the behavioral issues and HCI issues.

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3. Service Management & Innovation

Track chairs : Prof. Chih-Hung Peng / Prof. Fui-Hoon Nah / Prof. Qiqi Jiang

The aim of this track is to explore the digital future of service management. Innovation is a driving force that revolutionizes the way services are conceptualized, designed, and delivered. It includes issues such as open innovation in service, participatory design for service innovation, policy for service innovation, business process transformation, and case studies of service innovation in different industries.

This track invites contributions that explore the relationship between service management and innovation. In particular, we are interested in how digital innovation changes the way we think about the design and management of services. We are also interested in how digital technologies, such as artificial intelligence, blockchain, process mining, robotic process automation or the Internet of Things. We welcome conceptual and empirical studies that describe, explain or predict the implications of digital technologies on modern business process work.

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4. Service Marketing

Track chairs : Prof. Li-Shia Huang / Prof. Hsing Kenneth Cheng

This track focuses on the critical role of marketing in the context of services, exploring innovative strategies and best practices to effectively promote and deliver value-driven services in today's dynamic business landscape. Participants will delve into the unique challenges and opportunities that arise when marketing intangible services, and discuss cutting-edge approaches to building strong customer relationships, enhancing brand perception, and achieving sustainable competitive advantage.

We welcome submissions pertaining to the general topic of service marketing in the form of research papers, case studies, practical implementations, and thought-provoking discussions. Topics may include (but are not limited to) the service marketing, customer experience, customer engagement, relationships, service delivery, service recovery, and the creation of exceptional service experiences.

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5. Service Operations & Engineering

Track chairs : Prof. Howard Hao-Chun Chuang / Prof. Seung Jun Lee / Prof. Xichen Sun

We invite submissions from scholars and practitioners interested in all aspects of research and practice in Service Operations & Engineering, which plays a key role in meeting customer expectations, delivering value, and achieving organizational objectives. Academic and industrial studies that explore innovative approaches, best practices, and cutting-edge technologies to coordinate service strategy and operations, streamline service processes, and enhance service performance are encouraged. Subjects may include, but are not limited to: service productivity, service supply chains, service analytics, lean services, service outsourcing, healthcare services, retailing services, manufacturing services, behavioral service operations, global service operations, non-profit/public service operations, and sustainable service operations. We welcome all research methodologies, including analytical, empirical, case studies, field studies, laboratory studies, presentations from practitioners, and tutorials on service operations & engineering.

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6. Intelligent Technologies for Smart Services

Track chairs : Prof. Sheng-Ming Wang / Prof. Yen-Hsien Lee

The advancement of artificial intelligence technologies empowers automated and intelligent services in various application domains. In general, people call this type of service smart services. It involves many issues in human-computer interaction and cooperation, humanity-based AI, ethics in AI, etc. These issues may demand domain expertise from researchers in service design, machine learning, data analytics, and information systems. This track emphasizes on the service enabled by technologies, such as the online service, O2O service, which could occur in B2B, B2C, or other combination settings. We welcome submissions of all research types, including conceptual and empirical studies that address social and technical aspects in various industries or business domains.

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7. Digital Services

Track chairs : Prof. Chulmo Koo / Prof. Shu-Chun Ho

Services are an integral part of our business and private lives and are prevalent in a plethora of different forms serving varying functions: human-centered services, digital, data-driven, and AI-based services, smart, AR and VR services, hybrid intelligence services, B2C-, B2B-, B2B2C services and many more. These services are integral components of service systems, involving multiple stakeholders and leveraging newly emerging technologies and capabilities. As such, services are positioned at the heart of our society's digital future.

We are interested in work anchored in any research paradigm and methodology that uncovers how value co-created with the involvement of advanced digital technology can lead to higher levels of economic, ecologic, or social sustainability. This track invites submissions that report current and relevant research results on digital services ranging from personal services to fully automated services. 

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8. Service Talent Development and Education 

Track chairs : Prof. Min-Nan Chen / Prof. Yu-Hsuan Wang

In today's dynamic and competitive landscape, service organizations are increasingly recognizing the pivotal role of digital innovations in shaping the future of talent management. The intersection of technology and talent has ushered in a new era, offering unprecedented opportunities to attract, nurture, and retain top-notch professionals.

This “Service Talent Development and Education” track invites thought academics, researchers, and practitioners to explore and showcase groundbreaking advancements at the nexus of digital innovations and talent management in service sectors. The track provides a unique platform to delve into the transformative power of technology in the entire talent lifecycle.

Track Chairs encourage the submission of contributions related to the following topics (but not limited to):

• Investigate how digital innovations in talent management can be tailored to the unique challenges and requirements of public-sector organizations.

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9.  Industrial Service Practices

Track chairs : Prof. Fei-Fei Cheng / Prof. Watcharanan Thongma

In today's highly competitive business environment, enterprises must continuously innovate to maintain a competitive edge and stand out to gain customer favor. With the advancement of information technology, many industries have strengthened their services through digitization. Management guru Peter Drucker once said, "Innovate or die," underscoring the urgent crisis faced by global enterprises today.

In the current trend, businesses worldwide are entering a critical period of transformation. Faced with the imminent transformational phase, enterprises must innovate and undergo continuous transformation to have a chance at survival in the future.

This track aims to be a platform for researchers, practitioners, and industry experts to share insights, advancements, and challenges in the realm of industrial services.

The objective of this track is to introduce key research topics and practices in different industries. This track invites contributions that delve into innovative service practices shaping the industrial landscape.

**Topics of Interest:**
We welcome original contributions and research papers on a wide array of topics related to Industrial Service Practices, including but not limited to:

1. **Service Innovation in Manufacturing:** Exploring novel service-oriented approaches in traditional manufacturing settings.
2. **Smart Services in Industry 4.0:** Examining the integration of smart technologies and data analytics in industrial service practices.
3. **Sustainability in Industrial Services:** Investigating how industrial services contribute to environmental sustainability and corporate responsibility.
4. **Digital Transformation in Industrial Services:** Understanding the impact of digital technologies on service delivery, customer experience, and business models.
5. **Human-Centric Industrial Services:** Focusing on the role of human factors in designing and delivering services within industrial settings.
6. **Service Design Thinking for Industries:** Discussing methodologies and frameworks for applying service design thinking in industrial contexts.
7. **Case Studies and Best Practices:** Presentations of real-world cases and successful practices in industrial service innovation.

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10. User Experience & Service Design

Track chairs : Prof. Tsen-Yao Chang

In an increasingly competitive marketplace, the success of services hinges on the ability to understand, empathize with, and meet the evolving needs of users. Service design communities have widely adopted outside-in and inside-out approaches to identify the needs of stakeholders and then ideate and implement new solutions to improve the status of quo of the service system. The uniqueness of service science lies on the interdisciplinary study of service systems in which service design serves as a framework of knowing and inventing that incorporate knowledge and insights from participants in different areas of expertise.  This track aims to delve into the multifaceted aspects of user experience (UX) and service design, emphasizing the importance of customer journey mapping, co-creation, and innovative design thinking to deliver services that resonate with users on emotional, cognitive, and functional levels. We welcome the contributions from researchers and practitioners to update their advances in methods, tools, and insights from their projects.

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11.  Service Business Models

Track chairs : Prof. Kunio Shirahada

Technological innovation and social change motivate us to create new business models, which are dramatically changing value propositions and global value chain structures in terms of innovation and sustainability. This track focuses on topics related to service(s) business model innovation and sustainability, such as AI-driven new platform service business model, a new value co-creation service business models, circular service business models, and so on. We also welcome topics of service delivery, servitization,and actors in the service ecosystem.

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12.  General Track

Track chairs : Prof. Chih-Ping Wei / Prof. Yi-Cheng Ku

The General Track welcomes papers that do not fit within one of the specific tracks mentioned above. It therefore considers papers on a wide range of Service Science topics involving various theoretical positions, methodological approaches and domains of study. Further, this track provides an opportunity for the chairs of other tracks, and their students, to submit to ICSSI 2024, should their paper topics fall within the scope of their own tracks.