Network Activities

26 June 2012: CAiSE 2012: Case Studies in Service Innovation (CSSI) Workshop

Case Studies in Service Innovation Workshop (CSSI’12) - Call For Paper

Deadline for submission: 23rd  March 2012

In conjunction with 24th International Conference on Advanced Information Systems Engineering (CAiSE’12), Gdańsk, Poland.

The workshop is organised by:
- Centre for Service Research, University of Manchester, UK
- Informatics Research Centre, Henley Business School, UK
- UK Chapter, Service Research and Innovation Institute (

The aim of the workshop is to bring together contributions from researchers and practitioners to better understand service innovation through real life case studies. The workshop seeks to address the underlying theories, models, and tools that contribute to innovation, how it works in practice and how its impact is evaluated. The workshop will add to the wider understanding of how service innovation occurs and will seek to stimulate learning from one context to another.

In this workshop we are calling for real-life case studies of Service Innovation. Experience has shown that innovation may be driven by new architectures or information services but real business benefit is often not fully achieved without accompanying process innovation, organisational change or wider innovation management. The workshop will address the complexity of service innovation and hence contribute to a key objective of the CAiSE 2012 conference, that is, to illustrate the need for new transdisciplinary ways of thinking.

Case studies in Service Innovation can include but are not limited to the following areas:

- Innovation at the convergence of manufacturing and services
- Consumer led innovation or consumers as part of the innovation process
- Innovative services associated with sustainability and resource efficiency
- Service innovation in the public sector or voluntary sector
- Service innovation in education and government
- Technology led service innovation
- Service innovation that improves productivity and business performance
- Service innovation that improves the quality of life
- Example of small business service innovation


Submission of the case for review:March 11, 2012
Notification of acceptance: April 6, 2012
Final submission: April 30, 2012
Workshop: June 26, 2012


Papers should be submitted in PDF format via EasyChair Submissions must conform to Springer's LNCS format (see and should not exceed six (6) pages, including all text, figures and references.

Submissions should provide a description of the context in which the innovation occurred, the opportunity that led to the innovation and an overview of the innovation itself. It should also address how success was measured, what success has been achieved to date and links to further information and related references. The suggested contents of each submission are as follows:
● Background/Context
● The Opportunity
● Description of the Innovation
● How is success measured?
● What success has been achieved to date
● Links to further information

The workshop will be organised around five major themes each reflecting recognised sources of service innovation . The five themes are:

Theme 1: Business Model Innovation: Service innovation through new ways of creating, delivering or capturing value (economic, social, environmental or other types of value).

Theme 2: The Organisation in its Environment: Service innovation through an organisation engaging beyond its own boundaries, for example through public private partnerships; sourcing knowledge externally; innovation networks; open or distributed innovation.

Theme 3: Innovation Management within an Organisation: Service innovation through an organisation actively encouraging innovation within its own boundaries, for example through project teams, internal governance of innovation, methods or tools that stimulate innovation.

Theme 4: Process Innovation: Service innovation through changes in service design and delivery processes, for example through consumer-led innovation or consumers as part of the innovation process, service operations management, educational processes.

Theme 5: Technology Innovation: Service innovation through the use of technology, for example through ICT-enabled innovation, ICTs that are themselves innovative and support the delivery of new services, new ICT services, new ways of delivering services associated with ICT products, technology other than ICT.

Accepted cases will be included in the proceedings published by the workshop organisers and will be available at the SSMEnetUK website. The best and extended workshop papers will be published in a special issue of the International Journal of Information System Modeling and Design; In addition, selected and extended papers will also be published in Service Science: Research and Innovations in the Service Economy book series.


Babis Theodoulidis (
Centre for Service Research, Manchester Business School, University of Manchester, UK

Linda Macaulay (
Centre for Service Research, Manchester Business School, University of Manchester, UK

Yin Leng Tan (
Informatics Research Centre, Henley Business School, University of Reading, UK


Youakim Badr, INSA Lyon, France
Pere Botella, Universita Polytecnica de Catalunya, Spain
Hansjoerg Fromm, Karlruhe Institute of Technology, Germany
Kazuyoshi Hidaka, Tokyo Institute of Technology, Japan
Pedro Hidalgo, University of Chile, Chile
Kecheng Liu, Henley Business School, UK
Michael Lyons, BT Innovate & Design, UK
Vaughan Michell, Henley Business School, UK
Ian Miles, Manchester Business School, UK
Hamid Motahari-Nezhad, Hewlett-Packard, USA
Steve Street, IBM Global Technology Services, UK
Marja Toivonen, VTT Technical Research Centre, Finland
Jennifer Wilby, Hull University Business School, UK
Hossein Seif Zadeh, Royal Melbourne Institute of Technology, Australia
Liping Zhao, University of Manchester, UK