The 16th International Conference on Service Systems and Service Management Co-Sponsored by: IEEE SMC The Chinese University of Hong Kong, Shenzhen Tsinghua University University of Electronic Science and Technology of China July 13-15, 2019 The Chinese University of Hong Kong, Shenzhen (CUHKSZ) Welcome Message from the Conference Co-Chairs Welcome to Shenzhen; Welcome to ICSSSM2019! ICSSSM is a conference series, organized annually, focusing on state-of-the- art research in service systems and service management. The 16th ICSSSM is jointly sponsored by IEEE Systems, Man and Cybernetics Society, The Chinese University of Hong Kong (Shenzhen), Tsinghua University, and University of Electronic Science and Technology of China. It is hosted by The Chinese University of Hong Kong (Shenzhen). The main purpose of ICSSSM is to provide a platform for researchers, scholars, practitioners and students involved in the broad area of service systems and service management to disseminate their latest research results, as well as to exchange views on the future research directions. This year, 259 technical papers have been accepted, after a rigorous review process, for presentation at the Conference and publication in the conference proceedings. ICSSSM2019 has scheduled to organize a wide range of activities. Four Keynote Speeches will be given by distinguished speakers. Moreover, thirty-eight Technical Sessions will be organized. The topics of the technical sessions include Electronic Business New Models and Strategies; Specific Industrial Service Management; Supply Chain Management for Service; Service System Design, Operations, and Management; Theory and Principle of Service Sciences; Service Information Technology and Decision Making; Data Analytics and Service Management; Service Empirical Studies and Case Studies; Service Marketing and Financial Management; and Management of Healthcare Services. 1 The Conference has received generous support and assistance from many individuals and organizations, without which it would not be possible. We would like to thank all the special session chairs for their organization efforts, all the authors for their excellent contributions, and all the referees for their time and expertise in the paper reviewing process. Specials thanks go to the keynote speakers, Prof. Xiuli Chao, Prof. Albert Y. HA, Prof. Ming Hu and Prof. Vinod Singhal. Last but not least, we would like to express our sincere gratitude to The Chinese University of Hong Kong (Shenzhen), for hosting the conference, and to the International Program Committee, and the Local Organizing Committee, for producing an exciting program and making various arrangements to facilitate the successful organization of this event. We hope you will, as in previous years, enjoy the presentations, as well as the opportunities to interact with the speakers and other participants. Warm regards, Professors Xiaoqiang Cai, Jian Chen, Yongkai Ma Co-Chairs of ICSSSM2019 2 Organizing Committee Conference Co-Chairs International Program Committee Xiaoqiang Cai Co-Chairs The Chinese University of Hong Kong, Liping Fang Shenzhen Ryerson University, Canada Jian Chen Shilu Tong Tsinghua University, China The Chinese University of Hong Kong, Yongkai Ma Shenzhen University of Electronic Science and Yongbo Xiao Technology of China Tsinghua University, China Conference Advisory Committee Members Daniel Berg Chris Chen Rensselaer Polytechnic Institute, USA University of Canterbury, New Zealand Philip Chen Jing Dai University of Macau, China University of Nottingham Ningbo, China Chung-Yee LEE Ginger Y. Ke Hong Kong University of Science and Memorial University of Newfoundland, Technology, China Canada Duan Li ChenGuang Liu City University of Hong Kong, China Northwestern Polytechnical University, J. M. Tien China University of Miami , USA Zhan Pang Subodha Kumar Purdue University, USA Texas A&M University, USA Yijie Peng Peking University, China Kai Reimers RWTH Aachen University, Germany 3 David Robb Chunguang Bai The University of Auckland, New University of Electronic Science and Zealand Technology of China, China Xiaolin Xu Jianbin Li Nanjing University, China Huazhong University of Science and Technology, China Weili Xue Jihong Zhang Southeast University, China Beijing Foreign Studies University, Yi Yang China Zhejiang University, China Yan Lin Yong Yin Dalian Maritime University, China Doshisha University, Japan Xiaofang Wang Hongyan Xu Renmin University of China, China Chongqing University, China Grace Geng Lei Guan Shenzhen University, China Beijing Institute of Technology, China Yifan Dou Lijun Ma Fudan University, China Shenzhen University, China Yu Qian University of Electronic Science and Local Organizing Committee Technology of China, China Chairs Xianpei Hong Jianfeng Mao Huazhong Agricultural University, The Chinese University of Hong Kong, China Shenzhen Lei Xu Junhua Zhao Tianjin University of Technology, China The Chinese University of Hong Kong, Yongjian Li Shenzhen Nankai University, China 4 Plenary Speakers Xiuli Chao Professor of University of Michigan Research Area: queueing, scheduling, financial engineering, inventory control, and supply chain management Title Dynamic Inventory Control with Stockout Substitution and Demand Learning Abstract We consider an inventory control problem with multiple products and stockout substitution. The firm knows neither the primary demand distribution for each product nor the customers' substitution probabilities between products a priori, and needs to learn such information from sales data (censored demand) on the fly. One challenge in this problem is that the firm cannot distinguish between primary demand and substitution (overflow) demand from the sales data of any product, and lost-sales are not observable. To circumvent these difficulties, we construct learning stages with each stage consisting of a cyclic exploration scheme and a benchmark exploration interval. The benchmark interval allows us to isolate the primary demand information from the sales data, that is used against the sales data from the cyclic exploration intervals to estimate substitution probabilities. Since raising inventory level helps obtain primary demand information but hinders substitution demand information, inventory decisions have to be carefully balanced to learn them together. We show that our learning algorithm admits a worst-case regret rate that (almost) matches the theoretical lower bound, and numerical experiments demonstrate that the algorithm performs very well. This is joint work with Beryl Chen. Bio Xiuli Chao’s research interests include queueing, scheduling, financial engineering, inventory control, and supply chain management. Prior to joining Michigan he was on the faculty of the Department of Industrial and Systems Engineering at North Carolina State University, and from 2000 to 2003 he served as the co-director of the Interdisciplinary Operations Research Programs. He has also held regular or visiting positions at the University of California at Irvine, Columbia University, Tokyo University of Science, Hong Kong University of Science and Technology, and National University of Singapore. Dr. Chao is the co-developer of Lekin Scheduling System. He is the co-author of two books, “Operations Scheduling with Applications in Manufacturing and Services” (Irwin/McGraw-Hill, 1998), and “Queueing Networks: Customers, Signals, and Product Form Solutions” (John Wiley & Sons, 1999). Chao received the 1998 Erlang Prize from the Applied Probability Society of INFORMS (shared with Jim Dai), and he received the Outstanding Overseas Chinese Scientist Award from National Natural Science Foundation of China in 2002 and the Outstanding Overseas Scientist Award from Chinese Academy of Sciences in 2004. He is a fellow of the Institute of Industrial Engineers (IIE), and in 2005 he received the David F. Baker Distinguished Research Award from IIE. 5 Albert Y. HA Chair Professor of Hong Kong University of Science and Technology Research Area: Coordination of product and process development, Stochastic models for production and inventory control, Incentive in operations, Supply chain management Title Incentive for Information Sharing in Supply Chain Management Abstract In this talk, we present some mathematical models that have been developed to investigate the incentive for a retailer to share private demand information with a manufacturer. We focus on several drivers such as production cost function, production cost reduction effort, information accuracy, competition intensity and type of competition that influence the incentive for information sharing. Bio Albert Y. Ha is Wei Lun Foundation Professor of Business and Chair Professor at the Department of Information Systems, Business Statistics and Operations Management (ISOM) at the Hong Kong University of Science and Technology (HKUST). He received his B.Sc. degree in Civil Engineering from the University of Hong Kong, MBA degree from the Chinese University of Hong Kong and Ph.D. degree in Business from the Graduate School of Business of Stanford University. Prior to joining HKUST, Professor Ha has served on the faculty of the School of Management at Yale University for ten years. Professor Ha’s research interests are in the areas of Supply Chain Management and Economics of Queuing Systems. He has published in major academic journals such as Management Science, Operations Research, M&SOM and Production and Operations Management. He currently serves as a Department Editor of Production and