CASEE 2011 - 1st International Workshop on Computer Aided Service Experience Engineering (CASEE)

1st International Workshop on
Computer Aided Service Experience Engineering (CASEE)
Date and place: May 25, 2011, Taipei, Taiwan
(held in conjunction with IJCSS 2011)

Scope
The Services industry is facing an ever-increasing need to enhance customer experiences (and user acceptance) of IT-enabled innovations. The need for systematic design methods to ensure optimal service experience incorporating both IT and human factor components has assumed greater significance in this context. The notion of Computer Aided Service Experience Engineering (CASEE) should include a computer-enabled engineering approach that systematically help service innovators to design new services that can deliver, measure, analyze, refine and continuously adapt user experiences.
Consistent with the service-dominant logic (SDL) of Service Science which emphasizes the concept of Customer-Value-Cocreation (CVC), it is strongly encouraged that researchers actively incorporate human factors in any proposed approaches. Many challenging research questions, in the following categories, offer significant opportunities for innovative service design methods (i) human physiological or mental models that can guide service experience design, (ii) biomedical signals, data analytics and decision models that can help determine customer experiences (iii) innovative experience models that can help capture customer experiences and optimize them (iv) service experience engineering methods comprising full life-cycle of service innovation (v) information tools to enable design, development and deployment of service experiences.
The workshop addresses the mentioned focal points, and targets the engineering methods, data formats, communication protocols and system architectures that could eventually form de facto standards in this industry. In addition, business modeling studies to frame, detail, or validate the above-mentioned topics are also encouraged.
Topics
Topics of interest for this workshop include, but are not limited, to the following:
* Fundamental theories for service experience engineering
* Human physiological or mental models to guide service experience design
* Decision models based on biomedical signals to determine customer experiences
* Analytic models based on customer usage transactions/records/data to determine customer experiences
* Experience models to capture customer experiences
* Algorithms to analyze and optimize customer/service experiences
* Service experience engineering methods that cover part or full life-cycle of service innovations
* Service experience engineering capability maturity models to guide customer experience management
* Automatic or semi-automatic information tools to aid proposed engineering methods
* Data formats, communication protocols, and system architectures to facilitate collaborations between service parties
* Studies of business cases or business models to validate the value of proposed methods/formats/protocols/architectures
* Results from initial proof-of-concept demonstrations are also welcomed.

Paper Submission
Authors are invited to submit original contributions in PDF format through the http://www.ijcss2011.org/content.aspx?category=31&.... We are seeking submissions for full papers (max. 5 pages on 2-column style). All accepted papers will be published in IEEEXplore.
Please use the stylesheet templates provided by CPS, standard CPS Transactions templates for Microsoft Word or LaTeX formats found at CPS
Please direct questions regarding the submission procedure to the organizers:
* Raymund JR Lin (raymundl-AT-tw.ibm.com)
* Sreeram Ramakrishnan (sramakr-AT-us.ibm.com)
Important Dates
Paper submission deadline: Feb. 15, 2011 (firm deadline)
Notification of acceptance: Feb. 28, 2011
Final camera-ready papers due: March 15, 2010
Workshop date: May 25, 2011