March 13-15 , 2020
Osaka Seikei University, Osaka , JAPAN.

What's New

2020-06-01: Announcement of ISSIP ICServ Best Paper

2020-03-03: Important notice

2020-02-25: Important notice

  • ICServ2020 (March 13~15, 2020) to be held in Osaka is cancelled owing to the potential infection from coronavirus.
  • Please go through all the information to be provided on the website or in the e-mails of the Society for Serviceology later.
  • In due course, you will be informed whether ICServ2020 will be rescheduled or not.

2020-02-04: The ICServ2020 Program(tentative: 2020.02.04) published

2020-01-06: This time, we will have an additional workshop. If you are interested in this Paper Development Workshop(PDW), please check the Call-for-Abstract. The PDW title is "Theorizing Digital Transformation of Services and Related Changes in the Nature of Service Work at the Age of Intelligent Machines". The deadline for Abstract Submission is January 31st. Please directly submit your abstract to Dr. Han, Kyoto University( Selected papers will be published in the special issue of the International Journal of Information Systems and Social Change.

2019-12-06: The registration page has been opened here. This time we also hold the domestic conference(language: Japanese). So if you want to the domestic conference as well, please check ``2. Rates for attending Both ICserv2020 and 8th Annual Japanese Conference of the Society for Serviceology (Domestic event)''(The registration/payment page is also in Japanese).

Service and Hospitality management - Moving forward with seamless technology -

The International Conference on Serviceology 2020 (ICServ 2020) invites academicians, industry leaders, and other stakeholders to send original research works and case studies. The conference will be held on March 13th-15th 2020 in Osaka, Japan.

The society of Seviceology dedicates “academics for the society” through social science, economics, engineering science, and many other disciplines. To this end, we encourage submissions that quality studies to improve our understanding of the service and its impact and introduce technical advances that enhance the wellness of society as well as business enterprises. The highlighted topics of interest are in the research tracks listed below, but these are not exhaustive;


  • IoT-Based Services
  • Service Capability
  • Service Design
  • Service Digitalization
  • Service Disruption
  • Service Ecosystem and Value Co-Creation
  • Service Engineering & Technology
  • Service Innovation
  • Service Marketing & Management
  • Service Related Human Behavior
  • Industry Practices (Healthcare, Tourism, Hospitality,
  • Education, Retailing, F&B, Gaming, and so forth)


ISSIP ICServ Best Paper Award
(sponsored by
ISSIP (The International Society of Service Innovation Professionals)

Initially, 19 papers were screened among the submissions by ICServ executive committee and recommended to the ICServ 2020 Awards Committee. The Awards Committee evaluated all 19 articles independently and the following two papers were awarded.

  • Best Paper:
    Cognitive Competencies of Front-Line Employees in the Hospitality Industry: The Concept of “Serving Not To Serve”

    Ryo Fukushima, Bach Quang Ho, Tatsunori Hara, Jun Ota (The University of Tokyo, Japan), Rena Kawada, and Narito Arimitsu (ANA Strategic Research Institute, Japan)

  • Second Best:
    Service Ecosystem Design using Social Modeling to Incorporate Customers’ Behavioral Logic

    Masafumi Hamano, Bach Q. Ho, Tatsunori Hara, and Jun Ota (The University of Tokyo, Japan)

Jim Spohrer, a founding Board member of ISSIP and Director at IBM, said "ICServ attracts top service research papers and, the ISSIP-sponsored best paper awards helps to bring attention to advances that move the field forward, step by step."
Furthermore, ISSIP is proud to be a sponsor of the ICServ Best Paper Award, and offers congratulations to the authors of the two winning papers announced today. In addition to the cash award, the winning papers and authors will be added to the ISSIP website (URL: The International Society of Service Innovation Professionals (ISSIP) is a non-profit professional association that has partnered with the Society for Serviceology since 2019. ISSIP promotes service innovations for our interconnected world, and has over 1000 members globally - ISSIP membership is complimentary for individuals interested in promoting service innovation. Organizations of all types (for profit, startups, non-profit, universities, governments) are also encouraged to ask their ISSIP members to submit proposals for the annual ISSIP Excellence in Service Innovation Award (URL: For more information, send an inquiry to"