A special issue of International Journal of Enterprise Network Management
The advent of services sciences has opened up new possibilities for service innovation. The emerging discipline of service science management, engineering, and design (SSMED) is outlined in practice (IBM, Fraunhofer etc.) and academia (UC Berkeley, MIT etc.) The value-adding economical activities for service sector include retail, finance, transportation, healthcare, education, entertainment, and government etc. Customer-centric service design and choreography facilitates service sector to better systematise service innovation.
Research on these questions that provide the advanced e-service and service mobility can change existing human lives by means of integrating work, life, and entertainment aspects. From the viewpoint of service marketing, the service sector with cutting-edge innovative online services and mobile services may promote the position and brand goodwill. Compared with the physical products and adherence to manufacturing specifications, the quality of service is adequately measured only by customer perceptions. Moving towards customer-centric experience choreography can be a significant objective of blueprinting service, designing service, and developing new service to improve customer perceptions. In other words, customer-centric experience choreography can leverage capabilities of service sector to systematise new service concepts in online services and mobile services that will extend business opportunities and research issues.
Customer-centric experience design and choreography involves contextual research to identify new areas for service innovations and opportunities, and the insights into the new service concepts are derived from successful implementations with a variety of service provision and service excellence. Meanwhile, customer-centric experience design and choreography is cross-disciplinary research that can take advantage of diverse thoughts and creativity including psychological, social, and economic perspectives in addition to information technologies and communication. Moreover, to demonstrate the practicality of customer-centric service and experience, innovative online services and mobile services are a rich domain in which new service concepts, service provision, service evaluation, and service marketing can provide good theoretical, empirical, and scientific formulations. Herewith, mobile services refer to the ubiquitous or ambient services that upgrade the service to reach an eminent level and assure customers’ satisfaction.
The goal of this special issue is to address concerns that involved customer-centric service experience design and choreography issues within the broad online services and mobile services scope in regard to services sciences. Due to the rapid growth in intelligence, collaboration, mobile technologies, so the above special issue will be a timely contribution to service sector entities, service users’ daily lives, and the society.
The special issue provides a global forum for presenting authoritative references, academically rigorous research and case studies in both theoretical development and applied research. The purpose of the special issue is to discuss the effective and timely development of state-of-the-art customer-centric service experience design and choreography to accelerate the popularity of these concepts to the entire society. Specifically, it intends to disseminate the researches and studies in the service science from customer-centric service experience design and choreography that directly address the issue of problem-solving toward the obstacles currently encountered in these services online and mobile services.
Suitable topics include, but are not limited to:
- Customer-centric service experience design
- Customer-centric service experience choreography
- Customer-centric mobile service design and implementation
- Customer-centric service experience engineering
- New customer-centric service experience development
- Customer-centric service concept design
- Customer-centric service concept implementation
- Customer-centric service experience vision and blueprint as well as strategy
- Service management in online services and mobile services
- Customer-centric online services and mobile service system implementation and test
- Customer-centric service experience assessment and quality
- Verification and validation of customer-centric service systems
- Customer-centric Web service applications
- Customer-centric SOA applications (e.g., e-entertainment. e-learning, e-government, e-health)
Full paper deadline: 30 July 2009
Notification of acceptance and review results: 31 December 2009
Revised submission deadline: 31 January 2010
Final acceptance: 31 March, 2010