2019 INFORMS Conference on Service Science
Smart Service Systems, Operations Management, and Analytics
June 27th-29th, 2019
Nanjing, Jiangsu, China
Sponsored By: INFORMS Service Science Hosted By：Nanjing University of Aeronautics and Astronautics (NUAA) College of Economics and Management (CEM) Supported By: East China University of Science and Technology
Contents
ICSS2019 Committees ...... - 1 - Keynote Speakers ...... - 6 - Plenary Speakers ...... - 10 - Program Overview ...... - 21 - Parallel Sessions ...... - 23 - Key Contacts ...... - 30 - Map ...... - 35 -
ICSS2019 Committees
Conference Chairs: Hong Nie, Dequn Zhou, Robin Qiu, Hui Yang
Professor Hong Nie President, Nanjing University of Aeronautics and Astronautics, China Prof. Hong Nie is the President of Nanjing University of Aeronautics and Astronautics. He has long been engaged in the research of aircraft structural dynamics and structural fatigue life prediction. He has been responsible for a variety of funds, such as the German "Humboldt" Research Fund, the Korea Science and Engineering Fund, the National Natural Science Foundation, the National 863 Program, the National 921 Project, and the National Major Science and Technology Project. He has worked on a number of research projects, presided over the preparation of 1 monograph, participated in the compilation of review manuals and 4 books, and published more than 150 articles in SCI and EI. He won the second prize of the National Science and Technology Progress Award, and the first prize for scientific research achievements of the provincial and ministerial level (for three times). He is currently the convener of the 7th Academic Assessment Committee of the State Council Academic Accreditation Group, Aerospace Aeronautical Science and Technology Group, Vice Chairman of the Chinese Aviation Academy, and Deputy Director of the Edit
Professor Dequn Zhou Dean, College of Economics and Management, Nanjing University of Aeronautics and Astronautics, China Prof. Dequn Zhou is the Dean of Economics and Management, director of "Energy Soft Science Research Center". He has long been engaged in teaching and research in areas such as energy soft science, management science and engineering, and systems engineering. He is the chief expert of the National Philosophy and Social Science Fund Project entitled "Strategic Research on the Sustainable Development of China's Energy Development, Utilization, and Reserves under Uncertain Conditions". He carried out several research projects granted by the National Natural Science Foundation of China in energy strategy, mining cities, and energy efficiency. Besides, he has taken part in more than 20 key projects, such as the National Soft Science Fund Project, the Humanities and Social Science Fund Project of the Ministry of Education, and the Doctoral Fund Project of the Ministry of Education.
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Professor Robin Qiu The Pennsylvania State University
Dr. Qiu is a tenured full Professor at School of Information Science, The Pennsylvania State University. He holds a Ph.D. in Industrial Engineering and a Ph.D. (minor) in Computer Science both from The Pennsylvania State University. Dr. Qiu’s research interests include Big Data, Data Analytics, Smart Service Systems, Service Science, Service Operations and Management, Information Systems, and Manufacturing and Supply Chain Management. Dr. Qiu is the past Editor-in-Chief of INFORMS Service Science, and Advisory Editor for International Journal of Services Operations and Informatics, and an Associate Editor for IEEE Transactions on System, Man and Cybernetics and IEEE Transactions on Industrial Informatics. He also serves on Editorial Boards of many other international journals. Dr. Qiu is the founding Chair of the INFORMS Service Science Section and the founder of INFORMS Service Science.
Prof. Hui Yang The Pennsylvania State University
Dr. Hui Yang is the Harold and Inge Marcus Career Associate Professor in the Harold and Inge Marcus Department of Industrial and Manufacturing Engineering at The Pennsylvania State University, University Park, PA. Dr. Yang's research interests focus on sensor-based modeling and analysis of complex systems for process monitoring, process control, system diagnostics, condition prognostics, quality improvement, and performance optimization. His research program is supported by National Science Foundation (including the prestigious NSF CAREER award), Lockheed Martin, NSF center for e-Design, Susan Koman Cancer Foundation, NSF Center for Healthcare Organization Transformation, Institute of Cyberscience, James A. Harley Veterans Hospital, and Florida James and Esther King Biomedical research program. His research group received several best paper awards and best poster awards from IISE Annual Conference, IEEE EMBC, IEEE CASE, and INFORMS.
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Program Co-chairs: Jing Ma, Weiwei Chen
Professor Jing Ma Nanjing University of Aeronautics and Astronautics, China Dr. Jing Ma is Professor of the College of Economics and Management, Nanjing University of Aeronautics and Astronautics, China. She received her Ph.D. from the Nanjing University of Aeronautics and Astronautics in China. Her research interests include natural language processing, complex system control, and management information systems. She has been responsible for various research funds, such as the Chinese National Natural Foundations and National Defense Technology Foundation. Her research articles have appeared in top-ranking journals such as Scientific Reports, International Journal of Nonlinear Science, International Journal of Engineering Research and Applications, Information Systems Frontiers,
Prof. Weiwei Chen The State University of New Jersey, USA Dr. Chen received his Ph.D. degree from University of Wisconsin-Madison, and the M.S. and B.S. degree from Tsinghua University, Beijing, China. Prior to joining Rutgers Business School, he was a Scientist at GE Global Research, NY, solving various problems from GE Energy, GE Aviation, Lockheed Martin and electric utility companies. Dr. Chen’s research interest lies in operations and finance interface, as well as supply chain operations planning and scheduling. He also works on simulation and randomized global optimization methodologies. He has extensive experience working with businesses and public sectors, especially in energy and healthcare, to improve strategic decisions and operational efficiencies using data analytics. His work has appeared in Operations Research, Manufacturing & Service Operations Management, Interfaces, Automatica, IEEE Transactions on Automatic Control, IEEE Transactions on Smart Grid, etc.
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Program Committee Name Institution Ozgur Araz Nebraska-Lincoln, USA Ralph Badinelli Virginia Tech, USA Youakim Badr INSA, France Rahul Basole Georgia Institute of Technology, USA George Cai Santa Clara University, USA Mukun Cao Xiamen University, China Victor Chan Tsinghua University, China Xiangyun Chang East China University of Science and Technology, China Guoqin Chen Tsinghua University, China Jenny Chen Dalhousie University, Canada Jian Chen Tsinghua University, China Weiwei Chen Rutgers University, USA Zhixiang Chen Sun Yat-sen University, China Qiang Duan Penn State, USA Tijun Fan East China University of Science and Technology, China Siyang Gao City University of Hong Kong, Hong Kong Ziyou Gao Beijing Jiaotong University, China Na Geng Shanghai Jiaotong University, China Christoph Heitz ZHAW School of Engineering, Switzerland Lihua Huang Fudan University, China Ming-Hui Huang National Taiwan University, Taiwan Zuqing Huang Guangzhou University, China Kwang-Jae Kim POSTECH, Korea Zhibin Jiang Shanghai Jiaotong University, China Wei Jiang Shanghai Jiaotong University, China Haitao Li University of Missouri - St. Louis, USA Weian Li Tianjin, China Yijun Li Harbin Instiutte of Technology, China Chiehyeon Lim UNIST, Korea Ching-Torng Lin Dy-Yeh University, Taiwan Bin Liu Shanghai Maritime University, China Xiao Liu University of Arkansas, USA Xiao Lu Stevens Institute of Technology, USA Yingdong Lu IBM, USA Kelly Lyons University of Toronto, Canada Juan Ma Turner Broadcasting System, USA Tieju Ma East China University of Science and Technology, China Rym M'Hallah Kuwait University, Kuwait Paul Maglio UC Merced, USA Aly Megahed IBM, USA Paul Messinger U Alberta, Canada Chuanmin Mi Nanjing University of Aeronautics and Astronautics, China Ran Mo Central China Normal University, China Ashkan Negahban Penn State, USA Kai Pan The Hong Kong Polytechnic University, Hong Kong
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Michael Pinedo NYU, USA Francesco Polese UniversitàdegliStudi di Salerno, Italy Gang Qian Nanjing Audit University, China Patrick Qiang Penn State, USA Robin Qiu Penn State, USA Changrui Ren IBM Beijing, China Huizhang Shen Shanghai Jiaotong University, China Xinning Su Nanjing University, China Tuure Tuunanen University of Jyväskylä, Finland Huimin Wang Hohai University, China Tina Wang Oxford University, UK Wenping Wang Southeast University, China Xiaolei Xie Tsinghua University, China Qi Xu Donghua, China Yuqian Xu University of Illinois at Urbana-Champaign, USA Zeshui Xu PLA University of Science and Technology, China Hui Yang Penn State, USA Shanlin Yang Hefei Univrsity of Technology, China Ming Yu Tsinghua University, China Limin Zeng Technische Universität Dresden, Germany Hui Zhang Lakehead University, Canada Runtong Zhang Beijing Jiaotong University, China Weixing Zhou East China University of Science and Technology, China
Conference Organizing Committee Conference Co-chairs Dequn Zhou, Robin Qiu, and Hui Yang Program Co-chairs Jing Ma; Weiwei Chen Publication Chair Hui Yang Publicity Chair Shan Li Invited/Special Session Co-chairs Xiao Liu; Qiang Duan Local Conference/Registration Chuanmin Mi; Lingfei Qian Co-chairs Local Organizing Committee Members General Directors Dequn Zhou and Hongtu Jiao General Coordinators Zhihong Tu and Jing Ma Supervisors Haiyan Xu Coordination Team Shan Li and Chuanmin Mi, Operations & Logistics Team Ci Ren, Mingbao Zhang, Jian Chen, and Zhengjun Luo Publicity Team Lianlian Song and Xiaofeng Li Volunteer Team Lin Xiao, Zhiping Zhou, Jianling Wang, Yun Shi, and Yida Pang Financial Team Lingfei Qian and Lili Liu
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Keynote Speakers
1. Professor Michael Pinedo, New York University Leonard N. Stern School of Business, USA
SCHEDULING IN THE SERVICE INDUSTRIES: Theory and Applications
Abstract: This talk focuses on current research directions in scheduling in the service industries. The scheduling models in services as well as the solution methodologies tend to be different from those used in manufacturing environments. We describe five classes of models and their current status quo. The first class consists of transportation models (tanker scheduling, aircraft routing and scheduling and train timetabling). The second class deals with scheduling models in health care, e.g., appointment scheduling. The third class consists of workforce scheduling models, e.g., operators in a call center. The fourth class involves timetabling and tournament scheduling. The fifth class considered includes interval scheduling models and reservation systems. We conclude with a summary of the similarities and the differences between the model formulations and the solution techniques that are used in these various different areas.
Biography: Michael Pinedo is the Julius Schlesinger Professor of Operations Management at New York University's Stern School of Business. He received an Ir. degree in Mechanical Engineering from Delft University of Technology (in the Netherlands) in 1973 and a Ph.D. in Operations Research from the University of California at Berkeley in 1978. He has taught at Columbia University from 1982 till 1997 and at New York University since 1997. His research focuses on the modeling of service systems, and in the development of planning and scheduling systems, as well as systems for measuring operational risk. Over the last decade his research has focused on operational risk in financial services. He is co-editor of Creating Value in Financial Services: Strategies, Operations, and Technologies (Kluwer), and co-editor of Global Asset Management: Strategies, Risks, Processes, and Technologies (Palgrave/McMillan). He has co-authored the book Operations in Financial Services - Processes, Technologies, and Risks (NOW Publishers) together with Yuqian Xu. Professor Pinedo has been actively involved in industrial system development. He supervised the development of systems at Goldman Sachs, Siemens, and at Merck. Professor Pinedo is Editor of the Journal of Scheduling (Springer), Associate Editor of the Journal of Operational Risk, Department Editor of Production and Operations Management and Associate Editor of Annals of Operations Research.
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2. Dr. Hong Huo, Department of Management Sciences (DMS) of National Natural Science
Foundation of China (NSFC)
Trends of research hotspots and projects funded by NSFC in the areas of service operation management NSFC in the past 20 years
Abstract: Service Science and Operations Management discipline mainly explores and develops management theories, methods and technologies for economic and social activities with service dominant logic, cultivates innovative talents for modern service industries. Service Science and Operations Management takes service systems composed of interconnected people and various service resources as research objects, to reveal the law of value co-creation with the application of interpersonal interaction, network technology, organization and information under various conditions. The aim is to promote service innovation, improve service experience and increase service efficiency. This talk describes the concept of service science and summarizes the research hotspots and projects funded by NSFC in the areas of Service Science and Operations Management in the past 20 years. Future research directions in Service Science and Operations Management will also be introduced.
Biography: Dr. Hong Huo works at the Department of Management Sciences (DMS) of National Natural Science Foundation of China (NSFC). Dr. Huo got her Ph.D. degree in Environmental Science and Engineering from Tsinghua University in 2005 and worked as a postdoctoral research associate at Argonne National Laboratory during 2005 and 2009. She joined in the Institute of Energy, Environment, and Economy of Tsinghua University as an associate professor in 2009, and her research areas were focused on air pollution modeling and policy evaluation in China. Dr. Huo has published more than 50 articles in various journals including Nature, PNAS, Environmental Science & Technology, etc. Since 2018, Dr. Huo has worked in DMS of NSFC, as a program director in the disciplines of Economic Sciences and Management Science and Engineering, successively. Her main work at NSFC includes organization of peer reviews and evaluation panel meetings for proposals submitted to NSFC, routine management of funded proposals, and planning discipline development and funding strategies.
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3. Professor Prof. Zhongsheng Hua, Zhejiang University, China
Some Key Issues in Service Science Research
Abstract: With the development of information and communication technology (ICT), new service products and models are continuously emerging, and traditional industries are being fused or reformed as new service patterns with the help of ICT. Service science is the science of studying all human behaviors and activities with service essence and value creation. This talk describes the concept of service science, summarizes current situation and future trend of modern service industry, and proposes some key issues in service science research to support the development of modern service industries. These key issues focus on principles and methods of forming data foundation for service measurement and experience perception; the description, nature and formation of service relationship among professional service providers and clients; principles and methods of service design and innovation. Example problems on these issues are presented, importance of these issues are discussed, and primary idea for dealing with these issues are outlined.
Biography: Prof. Zhongsheng Hua is a Qiushi Chair Professor of Zhejiang University, a Changjiang Sochlars Distinguished Professor of the Chinese Ministry of Education. He is the Vice Director of the Research Center of E-Service Technology for the Modern Service Industry at Zhejiang Province, the Director of Research Center of Service Sciences of Zhejiang University. He takes the positions as a vice President of the Society of Management Science and Engineering of China, a President-Elect of the Production and Operations Management Society-China Chapter, IEEE Senior Member. He is the associate editor of the International Journal of Society Systems Science, an editorial board member of the Frontiers of Engineering Management and the International Journal of Services and Operation Management, respectively. He also serves as editorial board members of the Chinese Journals, e.g., the Chinese Journal of Management Science, the Journal of Industrial Engineering and Engineering Management, Forecasting, and Information and Management Research.
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4. Professor Xinggang Luo, Hangzhou Dianzi University, China
From Product Design to Service Design: Research Challenges and Opportunities
Abstract: Product/service design problem is one of vital importance to the success of a firm, which aims at determine the attributes of the product or service so as to maximize the revenue or minimize the cost. In this talk, we review the related optimization models and algorithms on product design problem, analyze the characteristics of service design, and point out some key research challenges and opportunities on this topic.
Biography: Xinggang Luo received the M.Sc. degree in mechanical design and manufacturing and the Ph.D. degree in system engineering, both from the Northeastern University, Shenyang, China. He was a professor at the department of system engineering, Northeastern University, Shenyang, China, from 2011 to 2017. He is currently a distinguished professor at the school of management, Hangzhou Dianzi University, Hangzhou, China. He has won several research grants from Nation Natural Science Foundation of China. His research interests include product/service design, service operations, optimization algorithms and quality management. He is the author or coauthor of over 50 research papers published in refereed international journals including DSS, IJPR, OMEGA, EJOR, IJPE, IEEE EM, IEEE SMC, C&IE, IS, CII, JED, RED, etc. His research interests include product/service planning, service operations, optimization algorithms and quality management.
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Plenary Speakers
1. Professor Saif Benjaafar, University of Minnesota, U.S.
Operations Management in the Age of the Sharing Economy: What Is Old and What Is New?
Abstract: The sharing economy, a term we use to refer to business models built around on-demand access to products and services mediated by online platforms that match many small suppliers or service providers to many small buyers, has emerged as an important area of study in operations management. We first describe three "canonical" applications that have garnered much attention from the operations management community: (1) peer-to-peer resource sharing, (2) on-demand service platforms, and (3) on-demand rental networks. We use these applications to highlight distinguishing features of sharing economy business models and to point out research questions that are new. For each application, we describe our attempt at addressing some of these questions. We conclude by drawing connections between classical operations management theory/models and theory/models that have been used to study sharing economy applications.
Biography: Saif Benjaafar is Distinguished McKnight University Professor at the University of Minnesota. He is Head of the Department of Industrial & Systems Engineering at the University of Minnesota, where he also directs the Initiative on the Sharing Economy. He is a founding member of the Singapore University of Technology and Design where he served as Head of Engineering Systems and Design. He is the Editor in Chief of the INFORMS journal Service Science. He serves on the board of directors of Hourcar, a social car sharing organization. His research is in the area of operations management broadly defined, with a current focus on sustainable operations and innovation in business models, including sharing economy, on-demand services, and digital marketplaces. The work described in this talk has been funded by grants from the US National Science Foundation, the Bill and Melinda Gates Foundation, and the Singapore Ministry of Education.
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2. Professor Kwang-Jae Kim, Department of Industrial and Management Engineering, Pohang
University of Science and Technology (POSTECH), Korea
Data-Driven Approach to Developing New Services: Recent Cases and Research Issues
Abstract: Various types and massive amounts of data are being collected in multiple industries. Such a big data proliferation has provided ample opportunities to develop more and better services, especially in manufacturing industries. For example, heavy equipment manufacturers monitor, diagnose, and predict product health through prognostics and health management services using the data collected from their equipment. Consequently, equipment managers can cope with potential product breakdowns and maximize product availability for clients. Numerous companies in manufacturing industries have “servitized” their value propositions to address issues on product commoditization and sustainability. A key component of servitization is informatics, which transforms system data into useful information for the system stakeholders. This talk proposes a conceptual framework of new service development based on the analysis of data collected from a system in question. The framework is introduced using recent case studies in automobile, vessel, energy, and healthcare industries. Observations and findings from the case studies would contribute to promoting and inspiring research on the development of smart services in various industries.
Biography: Kwang-Jae Kim is Professor in the Department of Industrial and Management Engineering and a Vice President at Pohang University of Science and Technology (POSTECH), Korea. His current research interests include quality assurance in product and service design, product-service systems, and smart service systems. His work has been applied in various areas including semiconductor manufacturing, steel manufacturing, automobile design and manufacturing, healthcare and wellness, smart energy, telematics, and ICT services. His research has been supported by National Research Foundation, Ministry of Science and Technology, Ministry of Knowledge Economy, Ministry of Health and Welfare, Ministry of Trade, Industry and Energy, Ministry of ICT of Korea, and various industrial companies including Samsung, LG, POSCO, Hyundai, IBM, and Microsoft. He is a member of the National Academy of Engineering of Korea, a fellow of Asia Pacific Industrial Engineering and Management Systems (APIEMS), and an advisory board member of INFORMS QSR. More details can be found at http://quality.postech.ac.kr/.
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3. Professor Grace Lin, Vice President at Asia University
Realizing Inclusive Finance through Supply Chain and Blockchain innovation
Abstract: High interest rate and low coverage are the current status of SME financing market due to hard-to-access credit information. The objective is to fill in SME financing gap by leveraging smart analytics and innovative business model in order to enable quality SMEs easier, faster and better financing services., and to empower reliable e2e supply chain with greater competitive power and healthier finances. Our approach: Cooperate with dominant companies to gain information access of the supply chain. Develop intelligent supply-chain based credit rating to lower default rate. Build transparency and trust through blockchain technology. Design and develop a blockchain-based 3rd party supply chain and crowdfunding platform to provide alternative financial services. Designed a SC-based stochastic credit rating methodology coupling with blockchain technology to build a SC Financing and crowd funding system for inclusive financing.
Biography: Grace Lin is an INFORS Fellow and Vice President at Asia University and Director General for the Big Data Research Center and the FinTech and Blockchain Research Center. She is also a Chair Professor at Asia University, Chinese Medical University, and Soochow University (Adjunct) in Taiwan. Dr. Lin’s experience includes five years as a VP at Taiwan’s Institute for Information Industry (III), leading the development of Big Data Analytics and Advanced Technology, Adjunct Full Professor at the Department of Industrial Engineering and Operations Research at Columbia University, New York, as well as more than 16 years at IBM US. While at IBM, she served for more than six years as the Global Sense-and-Respond Value-Net Leader and CTO and Director for Innovation and Emerging Solutions at IBM Global Business Services, after serving as Manager, and Senior Manager at the IBM T.J. Watson Research Center. Dr. Lin was also an elected member of the IBM Academy of Technology and an IBM Distinguished Engineer. She has received a number of major awards including the INFORMS Franz Edelman Award, IBM Outstanding Technical Achievement Award, the IBM Corporate Logistics Award, the IBM Research Division Award, the IIE Doctoral Dissertation Award, and the Purdue Outstanding Industrial Engineer Award, and recently, Tsing Hua University, Distinguished Alumni Award from the School of Science, Tsing Hua University, Hsin-Hu, Taiwan. Dr. Lin received her Ph.D. in IE and M.S. in Applied Math from Purdue University, West Lafayette, US and an M.S. and B.S. in Math from Tsing-Hua University, Hsinchu, Taiwan
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4. Professor Christoph Heitz, ZHAW School of Engineering, ZHAW Zurich University of Applied
Sciences
Designing Value Co-creation for a Free-Floating E-Bike Sharing System
Abstract: In my talk, I will describe an interdisciplinary research approach for designing value co-creation in the context of the development of a new E-bike sharing system (BSS) in Zurich, Switzerland. This BSS is based on the idea that users of the BSS co-create value by adapting their usage behavior such that the overall service level is maximized, by dropping off their bike at locations where a future demand is expected. Incentives serve to influence users’ behavior for optimizing the system’s overall performance. The studied system is a typical scenario of value co-creation in services, as it is based on interlinking provider’s and clients’ activities with the aim to create value for both of them.
Our approach of designing such a system is based on operationalizing the concept of value and value generation for the different actors and linking this to design options: What exactly is the value that is to be created, and how can it be measured? By which activities is value created, and what are the options for stimulating these activities? Which design options maximize value creation? We found that this required combining two different research approaches: Empirical social research was necessary to understand user needs, value perception, motivational patterns in response to incentives, and communication needs. Operational research was necessary for assessing different options for the incentive system with respect to the value creation both for provider and users. By interlinking both research activities, we were able to design a dynamic incentive system that creates value for the provider by allowing a substantial reduction of the number of bikes without diminishing the service level, and creates value for the users in form of both incentives and social value.
Biography: Christoph Heitz received a PhD in theoretical physics in 1996 from the University of Freiburg i.Br., Germany. After few years in industry, he joined the Zurich University of Applied Sciences (ZHAW) in 2000 as professor for Operations Management at the Institute of Data Analysis and Process Design (IDP). He is founding member and part of the executive board of this institute, and head of its department “Business Engineering and Operations Management”. In the academic years 2007-08 and 2012-13 he was visiting professor at the University of California, Santa Cruz, USA. In addition to his position at ZHAW, he is currently a fellow of the Digital Society Initiative of the University of Zurich.
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In 2017, he co-founded the Swiss Alliance for Data-Intensive Services (www.data-service-alliance.ch) and serves as its president since then. This Swiss national innovation network consists of more than 300 researchers and professionals from >40 companies and > 20 research institutions from all over Switzerland. Its goal is to foster innovation in the field of data-based value creation, by combining knowledge from different fields such as data science and technology, service science, and social sciences into marketable products and services.
During the last 15 years, Christoph Heitz has run more than 30 funded research projects with Swiss and international companies with budgets up to 1 MCHF. His publications include contributions in the fields of service science, digital ethics, operations management, physical asset management, high voltage engineering and signal analysis. He is inventor or co-inventor of 11 international patents, and (co-) founder of three companies.
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5. Professor Fiona Jamison, CEO of Spring International.
People Analytics in Practice: Connecting Employee, Customer and Operational Data to Create Evidence-Based Decision Making
Abstract: People analytics is a rapidly growing field and one that can be daunting for many HR professionals. The sophistication and capability of organizations varies considerably: Some organizations are just starting to get a handle on their data and improve its quality, while others are on the cutting edge of predictive analytics. This paper outlines an analytics maturity model and various case studies, sharing how organizations have moved from data to action. Examples will demonstrate how companies have embarked on a journey to connect data on employee attitudes, customer loyalty and satisfaction, operations and financial performance to make more informed, evidence-based business decisions.
Biography: Fiona brings 20 years of experience conducting research and providing solutions to both for-profit and non-profit organizations with specific expertise in employee engagement, employee relations, change management and human capital analytics. For the last 25 years, Spring International has provided custom research and analytics for Fortune 100 companies across the United States.
Born and raised in Britain, Fiona has provided research and consultancy services in the U.K., Europe, and North America. This international experience adds a unique perspective to understanding employee relations and organizational culture. In the U.K. Fiona worked mostly in the aerospace, energy and telecommunications industry. She is the author of numerous articles on human capital analytics, change management, effective downsizing and understanding the role of line managers during organizational change.
Fiona’s Ph.D. is in Human Resource Management from the University of Bristol, was an Honorary Research Fellow for the University of Wolverhampton (U.K.). In the USA, she has been an adjunct professor at Arcadia University and Temple University. She is actively involved with leading HR think tank organizations such as the Wharton Research Advisory Group, University of Pennsylvania and more recently the Philadelphia Society for People and Strategy Human Capital Analytics Group. She currently sits on the Senior HR Advisory Board for Fox Business School.
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6. Dr. Paul Messinger, Alberta School of Business, University of Alberta, Canada
Machine Learning Meets Service Dominant Logic: Directions for Service Research
Abstract: At the 2018 INFORMS annual meeting in Pheonix, a panel of experts from marketing and operations, academics and practitioners, discussed the past and future of the study of service research. The panelists included Mary Jo Bitner, Peter Frazier, Xin (Shane) Wang, Aly Megahed, and Paul Messinger. This talk sums up some of the ideas raised there.
Early in the field, it was necessary to make a case that service research was both interesting and different. Now, in the wake of early research breakthroughs, and partly due to the disproportionate growth in services as part of modern economic activity, service research is becoming ubiquitous. Some of this research began with services marketing, then successively branched out to service management, service design, service operations, service IT, service engineering, and service science. The field is still (a) open, progressive, inclusive, (b) global, (c) cross disciplinary, (d) multi-method and rigorous, (e) problem-based, (f) focused on topical challenges and issues, and (g) has seen growth in theory, methods, and practice.
Technology has been a key driver of modern service research. As service expands online, with disruption of many traditional industries, several issues come to the fore: (a) the tension between reliability and scalability, (b) concerns about human response, both as customers displaying strategic behavior and as workers, displaying heterogeneity in skills/workstyles, and even fear of obsolescence, and (c) consideration of different types of platforms and whether they should be regulated. New sensor technologies have been important for gathering data, and robotics will be increasingly deployed and enhanced in the future.
In parallel with diffusion of service delivery technology is the emergence of new methods of machine learning, deep learning, and artificial intelligence. Much of machine learning is prediction and categorization; it is used to improve on some performance metric (e.g., fraud, spam classification, customer churn, etc.) through experience (i.e., data). The most common software tools are free open-source systems or languages such as R and Python. There is an increasing trend towards studying unstructured data (e.g., text, images, and video), with the approach of processing the unstructured data so as transform it into a useable structured form. Early work was with human supervised methods, but applications increasingly use unsupervised learning. This work is growing in operations, marketing, MIS, and service science. For natural language processing, in particular, future applications may be suggested by considering the industry participants, who are sources of textual data, and important service operations and service marketing questions that potentially can leverage textual analysis from these sources.
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There is a difference in perspective that has to be bridged concerning the orientation of machine learning toward prediction with large datasets using many variables (with concern for out-of-sample prediction accuracy) versus the empirical orientation in the management sciences toward attempts to develop causal structural models with a preference for parsimony, simplicity, and statistical significance. Which is more suitable depends on the particular research objectives and taste (reflecting a scientific orientation toward “understanding” or an engineering orientation toward “doing”). And for those interested in underlying theory, either testing or development of new theory, different theories can be applied to different contexts. Two potentially important theories involve service-dominant logic and transactions cost economics.
Applications of Machine Learning with structured and unstructured data cover B2C and B2B sales, service operations, service marketing, and health services. We will summarize research examples from service science and related disciplines; suggest possible new areas, and identify a few emerging themes.
Biography: Paul R. Messinger is Chair of the Service Science Section of the Institute for Operations Research and the Management Sciences (INFORMS) and was Founding Director of the University of Alberta School of Retailing. Paul is an Associate Professor of Marketing and Marketing Group Ph.D. Coordinator at the University of Alberta School of Business, and Visiting Professor at the University of Northern British Columbia. Paul has served as Vice President Sections and Societies of INFORMS and as Principle Investigator of the Research Alliance “Harnessing the Web-Interaction Cycle for Canadian Competitiveness” for the Social Science and Humanities Research Council of Canada. Paul has served on the Editorial Boards of Service Science (2016-present) and Marketing Science (1997-2015), as Guest Area Editor of Information Technology and Management (2015-present), and as guest editor for two special issues on eService for the Canadian Journal of Administrative Sciences. Paul’s research focuses on service science, emerging retail formats, consumer behavior and pricing, 3D mediated virtual worlds, e-commerce, and recommendation systems; his publication outlets include Marketing Science, Journal of Marketing, Journal of Retailing, Decision Support Systems, Journal of Economic Dynamics and Control, European Journal of Operations Research, Journal of Business Research, Information Systems and e-Business Management, Journal of Human Factors and Ergonomics in Manufacturing and Service Industries, Journal of Virtual Worlds Research, and Journal of Retailing and Consumer Services.
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7. Dr. Jin Dong, Director of Beijing Academy of Edge Computing (BAEC)
The Perspective of Next-gen AI Technology
Abstract: AI technology evolves rapidly with several milestones obtained in the recent years. With breakthroughs witnessed in fundamental technologies (e.g. voice recognition, vision analytics, NLP, reasoning etc.), industrial application innovations become viable in healthcare, environmental management, Industry 4.0, smart agriculture etc. To accelerate the development of enterprise AI application and next-gen industrial innovations, the adoption of smarter algorithms and the application of ubiquitous and trusted IoT devices is key to the bloom of commercial AI application in future.
In this presentation, Dr. Jin Dong will provide his perspective on the next-gen AI technology with the impact of algorithms, data, and hardware.
Biography: Dr. Jin Dong received his Ph.D. degree from the Faculty of Automation of Tsinghua University. Prior to joining IBM, he was a research assistant professor at the Department of Industrial Engineering at Arizona State University. Dr. Dong is dedicated to establish a world-class core technology research and development platform including IoT, Blockchain, AI and Edge Computing, benefiting to scientific breakthroughs and solving the real world problems. Before that, Dr. Jin Dong was the Associate Director of IBM Research – China. The research team he led is mainly on the application of advanced technologies such as big data analytics, artificial intelligence and optimization, blockchain, quantum computing in various industries, including the environment, energy, weather, public health and food safety, winning hundreds of millions of dollars’ worth commercial projects for IBM. Dr. Jin Dong filed more than 30 US patents, authored or co-authored more than 50 academic papers published in academic journals and leading international conferences.
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8. Dr. Aly Megahed, IBM’s Almaden Research Center
Service Science Topics in the IT Services Industry
Abstract: IT service providers compete in a tender kind of process to win complex IT service contracts worth multi-million dollars each. In response to clients’ request for proposals (RFPs) for IT services, IT service providers prepare and submit solution proposals to the clients. Clients short list a number of providers and engage with them through due diligence and intense negotiations (that could last up to a year) to select a final winner for the bid. Given the business value at stake, the conventional approach to prepare a proposal and negotiate it involves resource-intensive complex activities and decision making. This calls for a strong demand to bring in data-driven service science, analytics, and operations research (OR) techniques.
In this talk, we will discuss recent advances in this area including RFP textual analytics, costing analytics, price optimization, and win prediction of prospective deals using structured and unstructured data. This body of work resulted in 19 publications and over a dozen patents. Our approaches were deployed in production resulting in a verifiable $350M business impact and a significant improvement in the production/win rates and efficiencies. The work was also a finalist at the prestigious Edelman award in 2019.
Biography: Dr. Aly Megahed is a research staff member at IBM’s Almaden Research Center in San Jose, CA. In his current job, he develops and advances research in analytics, statistics, machine learning, and operations research to address different service science, cloud computing, Internet of Things (IoT), and blockchain technology problems. Dr. Megahed got his Ph.D. in Industrial Engineering from Georgia Tech. He has two master’s degrees in Industrial and Production Engineering from Georgia Tech and Alexandria University, respectively, and a B.S. in Production Engineering from Alexandria University. He has done multiple analytical research/consultancy projects for over 6 companies in the past, has given both invited and submitted talks at several conferences, companies, and institutions/universities, and has his work published in several academic journals and conferences in addition to filing 30+ patent disclosures. He has taught university level courses at 7 different academic institutions. He is the current elected secretary of the INFORMS service science section. Dr. Megahed has also won several internal IBM awards and external ones, including the second place at the INFORMS Innovative Applications in Analytics Award, being a finalist for the Edelman award, and the first place at the Excellence in Service Innovation Award of ISSIP.
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9. Dr. Hui Yang, Harold and Inge Marcus Department of Industrial and Manufacturing
Engineering, The Pennsylvania State University
Internet of Things and Data-enabled Innovations for Smart Service Systems
Abstract: Modern industry is investing in new technologies such as the Internet of Things (IoT), big data analytics, cloud computing and cyber security to cope with system complexity, increase information visibility, improve system performance, and gain competitive advantage in the global market. These advances are rapidly enabling a new generation of smart service systems that “enable all information about the complex process to be available whenever it is needed, wherever it is needed, and in an easily comprehensible form across the enterprise and among interconnected enterprises”. Smart service systems depend on data-driven innovations to realize high levels of autonomy and optimization of interconnected enterprises. This talk will present the internet of things (IoT) and data-enabled innovations for smart service systems that will help (1) Understand the evolution of IoT technology and its applications in the areas of both manufacturing and healthcare services; (2) Develop the strategy to implement IoT technology for smart and interconnected service systems; (3) Understand the technology of cloud computing and fog computing for IoT data analytics; (4) Realize full potentials of big data through new analytical methods and tools for smarter service systems. Specifically, case studies in both advanced manufacturing and smart health will be demonstrated. In the end, future research directions will be discussed.
Biography: Dr. Hui Yang is the Harold and Inge Marcus Career Associate Professor in the Harold and Inge Marcus Department of Industrial and Manufacturing Engineering at The Pennsylvania State University, University Park, PA. Dr. Yang's research interests focus on sensor-based modeling and analysis of complex systems for process monitoring, process control, system diagnostics, condition prognostics, quality improvement, and performance optimization. His research program is supported by National Science Foundation (including the prestigious NSF CAREER award), Lockheed Martin, and many others public and private funding agencies.
Dr. Yang was the president (2017-2018) of IISE Data Analytics and Information Systems Society, the president (2015-2016) of INFORMS Quality, Statistics and Reliability (QSR) society, and the program chair of IISE Annual Conference 2016. He serves on many journal editorial boards and conference organizing committees. He is a professional member of IEEE, IEEE EMBS, INFORMS, IIE, ASEE and American Heart Association (AHA).
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Program Overview
CEM：College of Economics and Management building NUAA：Nanjing University of Aeronautics and Astronautics (Jiangning Campus)
DATE TIME EVENT VENUE
June 26 08:00-22:00 Registration Lobby, Crowne Plaza
07:50-08:00 Shuttle Bus Transportation In Front of Crowne Plaza
08:00-18:00 Registration Lobby, CEM, NUAA Opening Ceremony Speaker I: Hong Nie, President of NUAA Speaker II: Paul Messinger, Chair of 08:30-9:00 INFORMS Service Science Chair: A305, CEM, NUAA Speaker III: Zuoyi Liu, Deputy Head of Robin Qiu Management Science Department, NSFC Keynote Speech 09:00-09:50 Speaker: Prof. Michael Pinedo 09:50-10:15 Group Photo In front of CEM, NUAA
10:15-10:30 Coffee/Tea Break Atrium of Level 3, CEM, NUAA Keynote Speech 10:30-11:10 Speaker: Prof. Hong Huo Plenary Session Chair: 11:10-11:50 A305, CEM, NUAA Speaker: Prof. Saif Benjaafar Paul Messinger Plenary Session 11:50-12:30 Speaker: Prof. Grace Lin June 27 W&M Cafe house, First Floor of 12:30-14:00 Lunch CEM, NUAA 14:00-15:40 Parallel Sessions CEM, NUAA
Session 5A(A302) Session 5B (A304) Session 5C (A402) Session 5D (A404) Session 5E (A405) Chair: Robin Qiu Chair: Chuanmin Mi Chair: Qiang Duan Chair: Jian Chen Chair: Qiansheng Deng Paper IDs: 135, 115, Paper IDs: 19, 40, 10, Paper IDs: 66, 89, Paper IDs: 20, 92, Paper IDs: 14, 32, 129, 110, 21, 91 27, 53 108, 100, 124 131, 99, 4 114, 60 Atrium of Level 3 and Level 4, 15:40-16:00 Coffee/Tea Break CEM,NUAA 16:00-17:40 Parallel Sessions CEM, NUAA
Session 6A (A302) Session 6B (A304) Session 6C (A402) Session 6D (A404) Session 6E (A405) Chair: Robin Qiu Chair: Yu Wang Chair: Tijun Fan Chair: Jing Chen Chair: Yan Li Paper IDs: 12, 78, Paper IDs: 5, 33, 36, Paper IDs: 26, 44, 45, Paper IDs: 79, 85, Paper IDs: 119, 138, 120, 118, 103 13, 54 105, 41 128, 86 42, 69 18:30-20:00 Dinner (Buffet) Cuipingyuan Restaurant, NUAA In Front of Cuiping Yuan 20:00 Shuttle Bus Transportation Restaurant, NUAA 07:50-08:00 Shuttle Bus Transportation In Front of Crowne Plaza
08:00-18:00 Registration Lobby, CEM, NUAA June 28 Keynote Speech 08:30-09:20 Speaker: Prof. Zhongsheng Hua Chair: A305, CEM, NUAA Plenary Session Hui Yang 09:20-10:00 Speaker: Prof. Christoph Heitz
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10:00-10:20 Coffee/Tea Break Atrium of Level 3, CEM, NUAA Plenary Session 10:20-11:00 Speaker: Prof. Kwang-Jae Kim Plenary Session Chair: 11:00-11:40 A305, CEM, NUAA Speaker: Dr. Fiona Jamison Aly Megahed Plenary Session 11:40-12:20 Speaker: Prof. Paul Messinger W&M Cafe house, First Floor of 12:20-14:00 Lunch CEM, NUAA 14:00-15:40 Parallel Sessions CEM, NUAA
Session 12A (A302) Session 12B (A304) Session 12C (A402) Session 12D (A404) Session 12E (A405) Chair:Jian-Jun Wang Chair: Yifan Wu Chair: Xin Jia Jiang Chair: Beibei Dong Chair: Victor Chan Paper IDs: 34, 48, Paper IDs: 102, 106, Paper IDs: 50, 80, Paper IDs: 15, 25, Paper IDs: 1, 123, 68, 133, 9 109, 117 113, 7 101, 18, 46 64, 15:40-16:00 Coffee/Tea Break Atrium of Level 3 and Level 4, CEM,NUAA
16:00-17:40 Parallel Sessions CEM, NUAA
Session 13A (A302) Session 13B (A304) Session 13C (A402) Session 13D (A404) Session 13E (A405) Chair: Qiushi Chen Chair: Guiping Hu Chair: Ran Lun Chair: Robin Qiu Chair: Houping Tian Paper IDs: 23, 67, 84, Paper IDs: 29, 30, 31, Paper IDs: 11, 62, 71, Paper IDs: 55, 74, Paper IDs: 95, 136, 82 65 49 107, 97, 77 35, 75, 17 17:40-17:50 Shuttle Bus Transportation In Front of CEM, NUAA
18:30-21:00 Award Ceremony, Banquet Zijin A, Crowne Plaza 2F
07:50-08:00 Shuttle Bus Transportation In Front of Crowne Plaza Keynote Speech 08:30-9:20 Speaker: Xinggang Luo Chair: A305, CEM, NUAA Plenary Session Weiwei Chen 9:20-10:00 Speaker: Dr. Jin Dong 10:00-10:20 Coffee/Tea Break Atrium of Level 3, CEM, NUAA Plenary Session 10:20-11:00 Speaker: Dr. Aly Megahed Chair: A305, CEM, NUAA Plenary Session Robin Qiu 11:00-11:40 Speaker: Prof. Hui Yang W&M Cafe house, First Floor of 11:40-13:10 Lunch MBA Building, NUAA 13:10-14:50 Parallel Sessions CEM, NUAA June 29 Session 18A (A302) Session 18B (A304) Chair: Xiaofeng Li Chair: Lin Xiao Paper IDs: 52, 76, 130, 57, 70 Paper IDs: 87, 116, 122, 28, 61 14:50-15:10 Coffee/Tea Break Atrium of Level 3, CEM, NUAA
15:10-16:50 Parallel Sessions CEM, NUAA
Session 19A (A302) Session 19B (A304) Chair: Yong Wu Chair: Junwei Wang Paper IDs: 16, 93, 2, 90 Paper IDs: 127, 137, 139, 132, 6 17:30-19:00 Dinner (Buffet) Cuipingyuan Restaurant, NUAA
19:00 Shuttle Bus Transportation In Front of Cuipingyuan Restaurant, NUAA
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Parallel Sessions Date Time Venue Stream Title Authors
Analyzing WeChat Diffusion Ruilin Lv, Chengxi Zang, Victor 135 Cascade: Pattern Discovery and Chan and Wenwu Zhu Prediction
Capacitated Hub Location Problem of Zhiying Liu, Shuxia Li, Liping 115 Fresh Agricultural Products Under Liu and Yiquan Wang Uncertain Demand Best Student Parallel Paper Research on Information Huijie Peng, Xingyuan Li, Session 5A Competition 110 Dissemination Model in Yisong Zhang, Qifeng Tang and (A302), CEM, WeChat-Based Brand Community Liwei Zheng NUAA Chair: Robin Qiu Analysis of Crude Oil Price Fluctuation and Transition 21 Jiao Yan and Jing Ma Characteristics at Different Time Scales Based on Complex Networks Two-Level Trip Selection and Price Zihao Jiao, Lun Ran, Xin Liu 91 Incentive Scheduling in Electric and Yuli Zhang Vehicle Sharing System Research on the Evaluation of Electric Power Companies’ Safety Capabilities Yijing Wang, Jie Xu, Chuanmin 19 Based on Grey Fixed Weight Mi and Zhipeng Zhou Clustering Research on Electricity Falling Special Topic Yuanyuan Qian, Jie Xu, 40 Accident Based on Improved Bode Session (I): Chuanmin Mi and Qiwei Peng. Accident Causation Model Internet Parallel Service, Power The Impacts of Facilitating and June Session 5B Safety Chien-Wen Chen, Ching-Torng 14:00-15:40 10 Inhibiting Factors on Usage Intention 27th (A304,CEM, Management Lin and Wan-Yun Chen of Mobile Payment Services NUAA) and Operation
Chair: Factors Influencing Online Health 27 Lin Xiao and Chuanmin Mi Chuanmin Mi Service Use: a Valence Framework
Design of Power Grid Security Data Bao-Sheng Liu, Chao Liu, JinLv 53 Model Based on SG-CIM and Dong-Jun Tang
Cloud-Based Life Sciences Pei Guo, Jianwu Wang, Manufacturing System: Integrated 66 Raymond Peterson and Paul Experiment Management and Data Paukstelis Analytics via Amazon Web Services Spreading Path Prediction of 89 Information on a Topic-Oriented Xinyi Yang and Hengmin Zhu Special Topic Relationship Strength Network Session (II): Parallel Network/Inter Session 5C net-based Energy-Efficiency for Smartphones 108 Zhongshun Sun and Junyun Xu (A402,CEM, Services Using Interaction Link Prediction NUAA) Chair: Service Performance Tests on the Qiang Duan Ishtiaque Hussain, Tiffany 100 Mobile Edge Computing Platform: Zhong and QiangDuan Challenges and Opportunities An Investment Model of Xueqin Huang, Longchun Zou, Crowdfunding Projects Based on 124 Xiandong Li, Qinglong Meng Multiple Regression and and Yeqing Guan Entropy-Weighted TOPSIS
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Risk Assessment of Closed-Loop Supply Chain for Electronic Products Wei Shao, Zuqing Huang and 20 Recycling and Reuse Based on Fuzzy Lianjie Jiang BP Neural Network Research on the Method of Identifying He Chenglin, Li Shan, Yao 92 Opinion Leaders Based on Online Yehui and Ding Yu Word-of-Mouth Parallel Contributed Session 5D Session (I) Over Confidence and Economic (A404, CEM, 131 Hao Qingmin Risk—Evidence from China NUAA) Chair: Jian Chen Gleaning Inferences from Soldout Xin Ge, Paul Messinger and 99 Products Yuanfang Lin
The Logistics Performance and 4 Youqin Pan International Trade
Robust Design of a Strategic Network Planning for Photovoltaic Module Qiaofeng Li, Kanglin Liu and 14 Recycling Considering Reclaimed Zhi-Hai Zhang Resource Price Uncertainty
Optimal Relief Order Quantity Under Kanglin Liu, Zhi-Hai Zhang and 32 Stochastic Demand and Lead Time Kamran Movahed Parallel Contributed Session 5E Session (II) Study on the Control Measures of (A405, CEM, 129 MDRO Transmission in ICU Based on Zhu Min and QiangSu NUAA) Chair: Markov Process Qiansheng Deng A Data-Mining Algorithm for Qiansheng Deng and Canrong 114 Location Assignment of Outbound Zhang. Containers
A Self-Learning Vehicle Routing 60 Sikun Xu and Lu Chen Approach Using Inverse Optimization
Performance Analysis of a Security-Check System with Four Chia-Hung Wang and Xiaojing 12 Types of Inspection Channels for Wu High-Speed Rail Stations in China Developing a Production Structure Model Using Service Dominant Logic Mahei Manhai Li, Christoph 78 - a Hypergraph-Based Modeling Peters and Jan Marco Leimeister Parallel Approach Best Paper Session 6A Competition (A302, MAB The Value of Personalized Promotion: Hongyan Dai, Baile Lu, Yuqian 120 Building, Chair: Field Experiment on O2O Platform Xu and Weihua Zhou NUAA) 16:00-17:40 Robin Qiu
An Ontology Based Inference System 118 for Group Activity Recognition Using Vinayak Elangovan Multi-Layered HMMs Baoxian Liu, Yutao Ba, Dawei Dynamic Surveillance Strategies of Zhang, Yunting Li, Xinxin An, 103 Mobile Monitor to Map Precise Air Na Sun, Miao He and Guoxing Pollution Distributions Wang Parallel Healthcare Real-Time Scheduling of Emergency Jing Wen, Na Geng and Session 6B Session (I) 5 Patients by Considering Waiting Time XiaolanXie (A304, CEM Targets
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,NUAA) Chair: Integrated Scheduling for Elective Jian-Jun Wang, Hai-Guan Liu Yu Wang 33 Patients Under Surgery Duration and Hong-Ru Miao Uncertainty
Scheduling and Sequencing of Xingwei Pan, Na Geng and 36 Unpunctual Patients Under a XiaolanXie Multi-Server Setting
Mitigating Overtime Risk in Tactical Yu Wang, Jiafu Tang, Yu Zhang 13 Surgical Scheduling and Lim Andrew
What Factors Affect Doctors’ Willingness of Participation in 54 Telemedicine Service: QCA and Wan Mingshi Structural Equation Modeling Analyses
Dynamic Pricing and Replenishment Fan Tijun, Chang Xu and Feng 26 Policy for Multi-Batch Fresh Products Tao
Copyright Sharing and Compensation 44 Contract Coordination in Streaming Yifan Wu and ShiboJin Service Supply Chain Parallel Sponsored Session 6C Session (I) Effect of Partial Cross Holding (A402, CEM, 45 Between Competitors on Probabilistic Yifan Wu and Yaping Qu NUAA) Chair: Selling Strategy Tijun Fan Pricing and Inventory Decisions with 105 Multiple Types of Strategic Tang Yuewu and Fan Tijun Consumers
Effect of Carbon Tax Policy on the Gao Xiang Lou, Zhi Xuan Lai 41 Development of Renewable and Hai Yang Xia Generation in the Coal-Power Industry
Consumer Return Policies in Presence 79 Tingting Li of a P2P Market
Special Topic Coordination of a Decentralized Session (III): Chong Wang, Jiarong Luo and Parallel 85 Supply Chain with Option Contracts Managing Lili Wang Session 6D in the Presence of Customer Returns Product (A404, CEM, Returns NUAA) Competing with Pricing and Customer 128 Bintong Chen and Jing Chen Chair: Returns Policies Jing Chen Supply Chain Coordination with Wei Li, Jing Chen and Bintong 86 Customer Returns and Retailer'S Store Chen Brand Product
Teaching a Man to Fish: Teaching Sung Hee Park, Soohoon Park 119 Cases of Business Analytics and Linda Oldham Parallel Contributed Session 6E Session (III) A Smart Institutional Research (A405, CEM, 138 Grace Lin Decision Support System NUAA) Chair: Yan Li Applications of Artificial Intelligence 42 Yan Li and Jing Ma in Education
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Research on the Influencing Factors of Lingfei Qian, Rong Wang and 69 Academic Innovation Based on GuanglinWu Complex Networks
The Impact of Discriminative Zhong-Ping Li, Jian-Jun Wang 34 Reimbursement Scheme on Healthcare and Xin-Mou Zhang Referral in a Two-Tier Service System
Data-Driven Teleconsultation Parallel Healthcare 48 Appointment Scheduling Using Qiao Yan and Ran Lun Session 12A Session (II) Discrete-Event Simulation (A302,CEM, NUAA) Chair: What Makes a Helpful Online Review Jian-jun Wang 133 for Healthcare Services? an Empirical Ya Gao and Ling Ma Analysis of Haodaifu Website
Staffing Level Design Using Bowen Pang, XiaoleiXie, Yijie 9 Multi-Fidelity Models for Outpatient Peng and Bernd Heidergott Departments
On the Uncertain Accuracy of 102 Seller-Provided Information in the Tian Li and Zeting Chen Presence of Online Reviews
Parallel Route Planning for Vehicles with Sponsored 106 Qiu Chen Gu and Ti Jun Fan Session 12B UAVs Based on Set-Covering Session (II) (A304, MAB
Building, Improved Grey Forecasting Model Chair: Xingyuan Li, Yan Cheng and NUAA) 109 and Its Application in Shanghai Stock Yifan Wu Huijie Peng Market Impacts of Product Harm Crisis Response Strategies in Social Media: a June 117 Qianyu Ma and Ying Li 14:00-15:40 Case Study of Samsung Galaxy Note 28 7 Evacuation in Urban Agglomeration via Multiple Transportation Modes: an 50 Xin Yang Integrated Dynamic System Optimal Model and Real-Life Case Study Special Topic Session (IV): A Benders Decomposition Approach Parallel Service 80 for the Multi-Vehicle Production Zhixing Luo Session 12C Analytics and Routing Problem (A402, CEM, Applications in NUAA) Transportation Solving the Intermodal Hub Location 113 Canrong Zhang and Quan Zhu Chair: Problem with Fenchel Heuristic Xin Jia Jiang Yard Crane Scheduling in a New 7 Xin Jia Jiang Automated Container Terminal Design
The Correlative Factors Among Teenager Binge-Watching Behaviors, Fu-Yuan Hong and Der-Hsiang 15 Problematic Binge-Watching Huang Behaviors, and Drama Transfer Parallel Contributed Phenomenon in Taiwan Session 12D Session (IV) Understanding of Servicification (A404, CEM, 25 Trends in China Through Analysis of Yunhan Liu and Dohoon Kim NUAA) Chair: Inter-Industry Network Structure Beibei Dong Study on Argumentation-Based 101 Negotiation in Human-Computer Mukun Cao and Jing Gong Negotiation Service
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The Dual-Learning Process in 18 Customer Cocreation and Its Financial Beibei Dong and Jun Ye Impact
Analysing Online Review Helpfulness He Chenglin, Li Shan and Ding 46 for Experience Goods with Review Yu Content
Prototyping a Home-Based Early Robin Qiu, Jason Qiu and 1 Detection Toolkit for Persons with Fengxue Zhang Possible Alzheimer’S Disease
Maintenance Architecture Honglan Fu, Hao Zhang and 123 Optimization of a Distributed CubeSat Parallel Contributed Yang Gao Session 12E Session (V) Network Based on Parametric Model (A405,CEM, NUAA) Chair: Matching Anonymized Individuals Victor Chan 68 Wai Kin Victor Chan with Errors for Service Systems
Distributed Demand Response Under 64 Andrew Liu and Zibo Zhao Real Time Electricity Pricing
Assortment Planning of Physician Hanqi Wen, Xin Pan and Jie 23 with Patient Choice Song
Overbooking for Specialty Clinics Zhenghao Fan, Xiaolei Xie, Parallel Healthcare 67 with Patient No-Shows: a Queueing Reynerio Sanchez and Xiang Session 13A Session (III) Approach Zhong (A302, CEM, NUAA) Chair: Hospital Referral Operations Qiushi Chen 84 Yue Zhang and Na Li Considering Revenue Sharing
Resource Allocation for Hepatitis C Qiushi Chen, Turgay Ayer and 82 Elimination Jagpreet Chhatwal
Machine Learning Methods for 29 Revenue Prediction in the Google Vahid Azizi and Guiping Hu Merchandise Store Special Topic Session (V): Predicting Metropolitan Crime Rates Saba Moeinizade and Guiping Parallel Data Analytics 30 16:00-17:40 Using Machine Learning Techniques Hu Session 13B and Artificial (A304,CEM, Intelligence in NUAA) Service Optimizing Machine Learning Bias Mohsen Shahhosseini, Guiping 31 and Variance with Ensembles Weights Hu and Hieu Pham Chair: Guiping Hu Lizhi Wang, Crop Yield Prediction Using Deep 65 FaezehAkhavizadegan and Neural Networks Guiping Hu
Cleaning and Processing on Electric Shuai Sun, Jun Bi and Cong 11 Special Topic Vehicle Telematics Data Ding Parallel Session (VI): Session 13C Electric Energy-Storage Device Allocation and Ying Yin, Lun Ran, Zihao Jiao (A402, MAB Vehicle 62 Flexible Price in a Vehicle-to-Grid and Xin Liu Building, Industry System NUAA) Chair: Research on Optimization Model and Ran Lun Algorithm of Electric Vehicle Routing Changshi Liu and Xiancheng 71 Problem Under Time-Dependent Zhou Network - 27 -
Shared Electric Cars: Several Topics 49 Ruiyou Zhang in Operating Level
Missing Value Estimating Algorithm Based on Cloud Manufacturing 55 Ying Yu and Jing Ma Services QoS Time Series Data Properties
Aviation Demand Forecast Based on Qi Li, Zengqiang Jiang, 74 Multivariate Time Series Mingcheng E and Xiangzhen Li Parallel Contributed Identify Suspected Emission Events Session 13D Session (VI) Baoxian Liu, Dawei Zhang, Applying to Air Pollution Control (A404, CEM, 107 Feng Sun, Hongfei Hao, Kun Based on High Density IoT NUAA) Chair: Han, Yutao Ba and Wenjun Yin Monitoring Network Robin Qiu Multiple-Disease Risk Predictive Tingyan Wang, Robin Qiu and 97 Modeling Based on Directed Disease Ming Yu Networks
A Fuzzy Detecting Method for ICP 77 Flow Based on Recurrent Neural He Huang Networks
Eco-Labeling in Duopoly Market with Song Yang, Xia Haiyang and 95 Imperfectly Informed Consumers Fan Tijun
Study on the Relationship Between the Logistics Industry and 136 Guangxing Chu Macroeconomic Factors in China Based on the Grey Incidence Parallel Contributed Session 13E Session (VII) How Do the Pricing Power and (A405,CEM, 35 Service Strategy Affect the Decisions Houping Tian and Chaomei Wu NUAA) Chair: of a Dual-Channel Supply Chain? Houping Tian Strategies of Delay Delivery and Controllable Lead Time to Optimize Chidurala Srinivas and A 75 the Total Cost in Consignment Ramnarsimha Reddy Inventory
Multi-Leadership in Closed Loop 17 Xueqin Liu and Xu Supply Chain Based on Dual-Channel
Machine Learning Based Cross-Border E-Commerce Jing Ma, Xiaofeng Li, Chi Li, 52 Commodity Customs Product Name Bo He and XiaoyuGuo Recognition Algorithm Using Service Science to Explicate the SeidaliKurtmollaiev, Anneline 76 Relationship Between Innovation and Solberg, Emilie Kaasin and Per Revenue Growth Egil Pedersen Parallel Contributed Session 18A Session (VIII) The Empirical Research on Key June 13:10-14:50 (A302, CEM, 130 Factors of Manufacturing Companies Jian Hua Yang and Yanyan Jia 29 NUAA) Chair: Quality Management Xiaofeng Li Value Co-Creation Model Based on Open Innovation in Planning Santi Novani, Citra Brilliane and 57 ICT-Based Tourism Innovation, AfinaVindiana Indonesia The Impact of Live Video Streaming Technical Environment on Purchase 70 Min Zhang and Fang Qin Intention: a Social Support Perspective
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Airworthiness Evaluation Model JinJieru, Shen Yang and Zhang 87 Based on Fuzzy Neural Network Kaixi
Structure Evolvement and Equilibrium Xuewei Huang, Jianling Wang 116 Analysis of International Credit and FengzhiLv Rating Market Parallel Contributed Session 18B Session (IX) The Study of Fresh Products (A304, CEM, 122 Supplier’S Comprehensive Evaluation Xinyu Ma and Qing Zhang NUAA) Chair: Based on Balanced Scorecard Lin Xiao Offensive Strategic Innovation: a 28 Chaoren Lu Service Perspective
Vehicle Routing Problem of Fresh Shu-Xia Li, Hui-Min Fang, 61 Agricultural Products Considering Li-Ping Liu and Zhen Chen Decaying Factor
LSTM-Based Neural Network Model Xiaoyu Guo, Jing Ma and 16 for Semantic Search Xiaofeng Li
Multiple Yard Crane Scheduling with 93 Yong Wu Parallel Contributed Variable Crane Handling Time Session 19A Session (X) (A302,CEM, A Qualitative Study of TQM and Yingying Liao and Ebrahim NUAA) Chair: 2 Learning Orientation in Service Soltani Yong Wu Sector: the Role of Management Better to Deliver Tomorrow Morning than Later Today? Time of Day Effect Heng Chen, Fei Song, Yuhang 90 on Logistics Service Ratings: Xu and Kunpeng Zhang Evidence from Online Reputation Systems Profit or Market Thickness? Order 15:10-16:50 127 Allocation Mechanisms with a Hybrid Eryn Juan He and Joel Goh Workforce
Study of the Interactions Between 137 Ling Zhang and Chenyu Li Schemes with Capacity Theory Parallel Contributed Session 19B Session (XI) Overview and Outlook of Studies on (A304, CEM, 139 Inter-Regional Collaborative Hecheng Wu NUAA) Chair: Innovation Junwei Wang Resilience Measurement of the 132 Financial System Considering J.W. Wang and Mingying Song Recovery Solutions
A Recommendation Approach for XiuliGeng, Yongzheng Zhang 6 Personalized Service Design Based on and Yela Chen BPNN and LFM
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Key Contacts
Staff Phone Email
Shan Li (Chief Coordinator) +86 13813834822 [email protected]
Lili Liu (Chief Coordinator) +86 13913344261 [email protected]
Jing Ma (Chief Coordinator) +86 13915970725 [email protected]
Reception Group Jian Chen (Accommodations, etc.) +86 15950526889 [email protected] Zhengjun Luo (Lunch and dinner) +86 13951602104 [email protected] Mingbao Zhang (Transportation) +86 13605196686 [email protected] Registration Group Lili Liu (Registration, Cashier, Invoice) +86 13913344261 [email protected] Lin Xiao (Conference documents,etc ) +86 17372264202 [email protected]
Medical Service 1 Medical Emergency: In case of a medical emergency, please call 120 immediately, and then notify the conference staff. Campus Hospital of NUAA: Xiehe Liu Tel: +86-25-52119819 2 Hospital Contact Information： Nanjing Gulou Hospital Address: 321 Zhongshan Road, Gulou District, Nanjing Tel: +86-25-83106666
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Brief Travel Guides and Local Transportation Information
Shuttle Bus & Shuttle Bus Transportation
Shuttle Bus transfer passengers between Crowne Plaza and NUAA. It is 4kilometers (approximately ten minutes) between Crowne Plaza and NUAA.
Shuttle Bus Schedule
Departure Vehicle Plate Number of Date Origin Destination Time Numbers Buses College of Economics 07:50 Crowne Plaza and Management (CEM), 2 June 27 NUAA Cuiping Yuan 20:00 Crowne Plaza 2 Restaurant College of Economics 07:50 Crowne Plaza and Management (CEM), 2 NUAA June 28 College of Economics 17:40 and Management, Crowne Plaza 3 NUAA College of Economics 07:50 Crowne Plaza and Management (CEM), 2 June 29 NUAA Cuiping Yuan 19:00 Crowne Plaza 2 Restaurant
Airport & Airport Transportation
Nanjing Lukou International Airport: http://www.njiairport.com/
It is 28 kilometers (approximately forty minutes) from Nanjing Lukou International Airport to Nanjing University of Aeronautics and Astronautics (Jiangjunlu campus) or area hotels.
Subway information:http://www.njmetro.com.cn/njdtweb/home/go-dtmain.do
From Lukou International Airport to Crowne Plaza Hotels & Resorts: Take Airport Line S1 at Lukou International Airport Station, transfer Line 1 at Nanjing South Railway Station and get off at Shengtailu Station
From Lukou International Airport to Nanjing University of Aeronautics and Astronautics: Take Airport line S1atLukou International Airport Station and get off at Cuipingshan Station
Airport taxi information: http://www.njiairport.com/traffic/60.html
Airport shuttle bus information: http://www.njiairport.com/traffic/59.html
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Railway & Railway Transportation
Official website to book railway tickets: https://www.12306.cn/index/
It is 16 kilometers (approximately one hour) from Nanjing Railway Station to Nanjing University of Aeronautics and Astronautics (Jiangjunlu campus) or area hotels.
It is 3 kilometers (approximately twenty minutes) from Nanjingnan Railway Station to Nanjing University of Aeronautics and Astronautics (Jiangjunlu campus) or area hotels.
Subway information: http://www.njmetro.com.cn/njdtweb/home/go-dtmain.do
From Nanjing Railway Station to Nanjing University of Aeronautics and Astronautics: Take Line 1 at Nanjing Railway Station, transfer Airport line S1 at Nanjing South Railway Station and get off at Cuipingshan Station
From Nanjing Railway Station to Crowne Plaza Hotels & Resorts: Take Line 1 at Nanjing Railway Station and get off at Shengtailu Station.
From Nanjingnan Railway Station to Nanjing University of Aeronautics and Astronautics: Take Airport line S1 at Nanjing South Railway Station and get off at Cuipingshan Station
From Nanjingnan Railway Station to Crowne Plaza Hotels & Resorts: TakeLine 1 at Nanjing South Railway Station and get off at Shengtailu Station
Please see Guidance Map6 for more information.
Traveling by Automobile or Rental
Guests who come by driving are suggested to enter through east gate of Nanjing University of Aeronautics and Astronautics, which is near theConference Center.
From Nanjing Lukou International Airport to East gate of Nanjing University of Aeronautics and Astronautics
1. Drive on Welcome Avenue for 1.1 kms to Ningxuan Expressway. 2. Drive on Ningxuan Expressway for 23.1 kms to Cuipingshan Service Area. 3. Drive on Cuipingshan Service Area for 840 meters and turn right to Tianyuan West Road. 4. Drive on Tianyuan West Road for 400 meters and turn left to Jinghuai Avenue. 5.Drive on Jinghuai Avenue for 1 km and East gate of Nanjing University of Aeronautics and Astronautics will be on your left.
From Nanjing Lukou International Airport to Crowne Plaza Hotels & Resorts
1. Drive on Welcome Avenue for 1.1 kms to Ningxuan Expressway.
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2. Drive on Ningxuan Expressway for 23.1 kms to Cuipingshan Service Area. 3. Drive on Cuipingshan Service Area for 400 meters to Tianyuan West Road 4. Turn right and drive on Tianyuan West Road for 1.1km meters to Liyuan Middle Road. 5. Turn left and drive on Liyuan Middle Road for 400 meters to Jiahu West Road. 6. Turn right and drive on Jiahu West Road for 600 meters to Bailongqiao Road. 7. Turn right and drive on Bailongqiao Road for 800 meters to JiahuEast Road. 8. Drive on Jiahu East Road for 800 meters to Crowne Plaza Hotels & Resorts.
From Nanjingnan Railway Station to East gate of Nanjing University of Aeronautics and Astronautics
1. Drive on Lvdu Avenue for 700 meters to Hongyun Avenue. 2. Turn left and drive on Hongyun Avenue for 1.3 kms. 3. Turn right and drive on Mingcheng Avenue for 1 kms to Liyuan North Road. 4. Drive on Liyuan North Road for 600 meters and turn right to Shengtai Road. 5. Drive on Shengtai Road for 1.5 kms and turn left to Jinghuai Avenue. 6. Drive on Jinghuai Avenue for 500 meters and East gate of Nanjing University of Aeronautics and Astronautics will be on your right.
From NanjingnanRailway Station to Crowne Plaza Hotels & Resorts
1. Drive on Lvdu Avenue for 700 meters to Hongyun Avenue. 2. Turn left and drive on Hongyun Avenue for 800meters to Mingcheng Avenue. 3. Turn right and drive on Mingcheng Avenue for 1.2 kms to Liyuan North Road. 4. Drive on the Liyuan North Road for 582meters to Shengtai Road. 5. Turn left and drive on Shengtai Road for 1000meters to Jiahu East Road. 6. Turn right and drive on Jiahu East Road for 300 meters to Crowne Plaza Hotels & Resorts.
From Nanjing Railway Station to East gate of Nanjing University of Aeronautics and Astronautics
1. Drive on Longpan road for 2.5 kms and turn right to Inner Ring East Line. 2. Drive on Inner Ring East Line for 7.4 kms. 3. Take the exit on the left toward Longpan South Road. 4. Continue onto Longpan South Road for 1.5kms and drive onto Weiba Road. 5. Turn left and drive onto Airport Road for 2 kms. 6. Keep right to continue toward Shengtai Road for 210 meters. 7. Keep left at the fork to continue toward Shengtai Road for 1.4 kms. 8. Continue toward Shengtai Road for 2 kms. 9. Turn right onto Shengtai Road and turn left at the 3rd cross street onto Xuefu Road. 10. Turn left onto Shengtai West Road and drive for 900 meters. 11. Turn right to Jinghuai Avenue for 500 meters and East gate of Nanjing University of Aeronautics and Astronautics will be on your right.
From Nanjing Railway Station to Crowne Plaza Hotels & Resorts
1. Drive on Longpan road for 2.5 kms and turn right to Inner Ring East Line. 2. FollowInner Ring East Line for 7.4 kms to Longpan South Road. 3. Continue onto Longpan South Road and take the exit toward Kazimen Avenue.
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4. Keep left at the fork and merge onto Kazimen Avenue. 5. Continue onto Shuanglong Avenue for 4.3 kms and slight right onto Shuanglong Avenue Side Road for 450 meters. 6. Turn right onto Hubin Road and drive for 220 meters. 7. Turn left and drive for 35 meters. 8. Turn right and Crowne Plaza Hotels & Resorts will be on your left.
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Map Guidance Map1: Nanjing University of Aeronautics and Astronautics, Conference Center at Jiangjunlu Campus
Line form the Crowne Plaza to CEM
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Guidance Map2:Plan of CEM 3F
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Guidance Map3: Plan of CEM4F
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Guidance Map4: Cuipingyuan Restaurant, NUAA
Line from CEM to Cuipingyuan Restaurant
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Guidance Map5: Plan of Crowne Plaza
Registration, Crowne Plaza 1F
Banquet: Zijing A, Crowne Plaza 2F - 39 -
Guidance Map6: Plan of Nanjing University of Aeronautics and Astronautics, Jiangjunlu Campus
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Guidance Map7: Nanjing Railway Station, Nanjingnan Railway Station, NUAA, Crowne Plaza, Nanjing Lukou International Airport and related subway stations
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Introduction to INFORMS Conference on Service Science 2019 INFORMS Conference on Service Science (ICSS2019) program committee is committed to organizing a quality program with diverse participants sharing their vision, knowledge and experience in Service Science Research, Education, and Applications. The conference theme is Smart Service Systems, Operations Management, and Analytics.
This conference presents excellent opportunities for you to present your Service Science related research, education, and implementation work, to learn about the emerging technology and applications, and to network with international leaders of the profession in the field. We invite you to submit a paper/abstract. Accepted full papers will be published in a proceedings by Springer.
Introduction to NUAA The Nanjing University of Aeronautics and Astronautics (NUAA) is one of China’s premier learning and research institutions, now developing into a comprehensive university from its base in Aerospace Engineering. Ever since it was established in 1952, this venerable academic institution strived to be known for world-class research and education. During its 66-year history, NUAA has made remarkable progress in its many educational and research activities. Academia and education at NUAA represent strong capacity among all the universities in China. It has acquired national status through the excellence of its research work, especially in the areas of Aerospace Engineering, Mechanics, Electromechanics, Economics and Management, etc. Our university’s laboratories are a constant source of new ideas, especially in the fields of Aircraft Design, Dynamics, Mechanics, Manufacturing, Automation, Unconventional Machining, etc. Through the diverse research and teaching activities, we are striving to provide the highest quality of educational experience for students to meet the current needs of society, endowing them with a passport to the professional world and cultivating them into future pioneers in the fields of science and technology. NUAA will construct high-level research-oriented university featured with Aeronautics, Astronautics and Civil Aviation, with coordinated development of other disciplines including literature, law, philosophy, etc.; fostering highly-qualified citizens and innovative pioneers and spreading its academic wings to the nation as well as to the world.
Introduction to CEM The College of Economics and Management (CEM) traces its origin to the section of management sciences affiliated with NUAA since 1980, consisting of 3 departments: Management Science and Engineering, Business Administration, and Economics. Now CEM has three provincial research bases and a batch of scientific research institutions with great influence in the society. Management Science and Engineering has been ranked A+ among peer colleges in China, and classified as 1st-level key disciplines in Jiangsu Province. In 2012, Management Science and Engineering was ranked 14 out of 102 by the Ministry of Education in China (Tied for 6th). System engineering is listed as the key discipline of National Defensive Construction; Industrial Engineering is listed as a Key construction major of universities in Jiangsu. Industrial engineering, information management and information system have been named the strongest majors in the national professional ranking of colleges and universities. Industrial Engineering is listed as a brand major of Jiangsu province and of MIIT (Ministry of Industry and Information Technology of the People’s Republic of China). Business Management and Accounting have been named the featured major of Jiangsu province.
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Attractions
Nanjing is the capital of Jiangsu Province in East China, running through the city are lower reaches of the Yangtze River whose estuary is not far away. Nanjing enjoys a civilization of over 6000 years and the city itself was founded 2500 years ago. As one of the Four Ancient Capitals, Nanjing is a vital cradle of Chinese civilization and over a long stretch of time, it has been the political and cultural pivot of South China, thus dubbed as the Capital of Ten Ancient Dynasties, rich in both cultural heritage and historical relics. Among the landmarks of Nanjing there are the Ming Xiaoling Mausoleum, Dr. Sun Yat-sen Mausoleum, Xuanwu Lake, Presidential Palace and Confucius Temple.
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