Exploring Service Science 10th International Conference, IESS 2020,
This book constitutes the proceedings of the 10th International Conference on Exploring Service Science, IESS 2020, held in Porto, Portugal, in February 2020.The 28 papers presented in this volume were carefully reviewed and selected from 42 submissions.
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Henriqueta Nóvoa Monica Dra˘goicea Niklas Kühl (Eds.)
Exploring Service Science 10th International Conference, IESS 2020 Porto, Portugal, February 5–7, 2020 Proceedings
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Lecture Notes in Business Information Processing Series Editors Wil van der Aalst RWTH Aachen University, Aachen, Germany John Mylopoulos University of Trento, Trento, Italy Michael Rosemann Queensland University of Technology, Brisbane, QLD, Australia Michael J. Shaw University of Illinois, Urbana-Champaign, IL, USA Clemens Szyperski Microsoft Research, Redmond, WA, USA
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More information about this series at http://www.springer.com/series/7911
Henriqueta Nóvoa Monica Drăgoicea Niklas Kühl (Eds.) •
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Exploring Service Science 10th International Conference, IESS 2020 Porto, Portugal, February 5–7, 2020 Proceedings
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Editors Henriqueta Nóvoa University of Porto Porto, Portugal
Monica Drăgoicea University Politehnica of Bucharest Bucharest, Romania
Niklas Kühl Karlsruhe Institute of Technology (KIT) Karlsruhe, Germany
ISSN 1865-1348 ISSN 1865-1356 (electronic) Lecture Notes in Business Information Processing ISBN 978-3-030-38723-5 ISBN 978-3-030-38724-2 (eBook) https://doi.org/10.1007/978-3-030-38724-2 © Springer Nature Switzerland AG 2020 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, expressed or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations. This Springer imprint is published by the registered company Springer Nature Switzerland AG The registered company address is: Gewerbestrasse 11, 6330 Cham, Switzerland
Preface
Service Science has been the object of a remarkable development since initial calls for action at its own creation, more than ten years ago. Since then, the Service Science field has started to take shape by building a significant body of research, gathering researchers with different backgrounds in the pursuit of a better definition of its main constructs, as well as understanding the research boundaries of this new
