Topics

Topics include, but are not limited to:

Service Concepts and Strategies

Service concepts, service strategies, performance metrics, service quality assurance.

Service System Design, Operations, and Management

Service system and network design, service process engineering/reengineering, service planning and scheduling, service management, service control/supervision, modeling and analysis of service systems (queuing theory, etc), performance evaluation of service systems, simulation, contingency planning, service security & safety management

Logistics Management for Service

Logistics planning, freight forwarding and customs clearance, venue logistics management, warehouse and distribution, transportation management system, reverse logistics, supplier relationship management, logistics visibility and control, procurement.

Service Marketing

Demand forecasting, customer relationship management, public relations, customer behavior, customer satisfaction, customer retention.

Financial and human resources management

Service cost evaluation and analysis, profitability of service investment, budget control, risk management, manpower management, timetabling, and equipment management.

Events Management

Event communication and handling, event management systems, event-based service, dysfunction analysis of service systems, emergency events handling, planning and scheduling of service interventions.

Service Information Technology

Communications and information systems, real-time identification and tracking technology, agent theory and technology, software agent based systems, decision support system, artificial intelligence, RFID technology and application, data warehousing and data mining, systems integration, e-business/e-service.

Service Applications and Case Studies

Healthcare, education, public service, transportation, telecommunication, maintenance, finance/insurance/real estate, business/professional, distribution/retail, service for social, economical, and cultural events (e.g., exhibitions, sports, festivals).