Introduction to the Service Analytics Minitrack

The Minitrack on Service Analytics is part of the Decision Analytics, Mobile Services and Service Science Track of the 49th Annual Hawaii International Conference on System Sciences (HICSS-49) on January 5-8, 2016. Service Analytics describe all processes of capturing, processing, and analyzing data taken from a service system – in order to improve, extend, and personalize the service provided and to create new value for both the provider and the customer. The modern view on services focuses on the cocreation of value between providers and customers— leveraging knowledge, skills, and resources of both partners from an overall system point of view. In most service systems, however, the service providers have no access to data related to the service usage by their customers. On the other hand, an increasing volume of data will be collected either by the users/customers themselves (e.g. through mobile/smart phones) or by technologies like smart metering in energy services, telematics in automotive and mobility services, RFID in logistics, condition sensors usage in engineering, or data capture solutions in healthcare. Research topics addressed in this year’s minitrack and in future installations of the minitrack include the applicability of basic and advanced analytics to different service systems, the state-of-the-art of service analytics methodologies and tool-support, and the investigation of benefits resulting from the application of service analytics. This minitrack will serve as a forum for researchers and practitioners to share progress in the study of these and related themes.