Workshop: Models of Intercultural Service Systems: Scholarly Discussion for Building a Research Agenda; San Juan, Puerto Rico;May 19 to 22, 2009

研讨会：跨文化服务系统的模式：建立研究议程的学术讨论圣胡安，波多黎各， 2009年5月19日至22日主席：Alexandra Medina-Borja博士Omell Pagán博士 Viviana Cesaní，博士国际服务系统工程研究实验室，工业工程系，波多黎各大学马亚圭斯该补助金将为一个研究研讨会提供资金，该研讨会涉及广泛的跨学科研究人员，讨论和确定跨文化服务的关键方面在服务提供系统的设计和实施中遇到。服务标准化是困难的，如果不是不可能的，因为客户参与服务？合作制作？ 一些尝试已经将人的考虑纳入服务模型，但真正的跨学科系统设计尚未出现。 服务系统设计和相关技术通常是工程师和计算机科学家的工作，而服务和文化则由营销研究人员、行为科学家、人类学家、人种学家和人力资源研究人员研究。因此，需要一个真正的跨学科研究研讨会，以促进这一新的调查领域和推进研究议程。 该研讨会的主要目标是通过促进跨学科研究，包括跨文化因素的建模框架的发展，跨领域的各种领域，学科和技术集群，但不限于，工业工程，复杂系统，认知和行为科学，人类学/人种学，信息系统，管理和人力资源。如果成功，本次研讨会将（1）确定和扩展跨文化服务系统（ICSS）研究社区;（2）定义ICSS问题，并提出跨学科的方法，（3）阐明跨文化服务科学与工程的新兴研究前沿的共同议程。鉴于服务提供商及其客户的分布位置，这一研究方向的发展越来越重要;有时来自完全不同的文化。对于不同的参与者在服务接触，礼貌，时间，同情和专业知识的看法可能是安静的不同。国际位置的呼叫中心，连锁酒店和国内医疗保健中心服务于不同的人群只是少数的许多服务系统，其设计将受益于这一研究方向。

Workshop: Models of Intercultural Service Systems: Scholarly Discussion for Building a Research Agenda San Juan, Puerto Rico, May 19 to 22, 2009 Chairperson: Alexandra Medina-Borja, Ph.D.Omell Pagán, Ph.D., Viviana Cesaní, Ph.D.International Service Systems Engineering Research Lab, Industrial Engineering Department, University of Puerto Rico at MayaguezThis grant will provide funding for a research workshop involving a wide range of interdisciplinary researchers discussing and identifying key aspects of inter-cultural service encounters in the design and implementation of service delivery systems. The standardization of services is difficult, if not impossible, because of the customer participation in the service ?co-production?. Some attempts have been made to incorporate human considerations into service models, but truly interdisciplinary system design has not yet occurred. Service system design, and the accompanying technology, is usually the work of engineers and computer scientists while services and culture have been studied by marketing researchers, behavioral scientists, anthropologists, ethnographers and human resources researchers. Thus, a truly inter-disciplinary research workshop is needed to foster this new field of inquiry and advance a research agenda. The main goal of the workshop is to hasten the development of modeling frameworks that include inter-cultural considerations by fostering interdisciplinary research among a variety of fields, academic disciplines and technical clusters spanning the areas of, but not limited to, industrial engineering, complex systems, cognitive and behavioral science, anthropology/ethnography, information systems, and management and human resources. If successful, this workshop will (1) identify and extend an inter-cultural service systems (ICSS) research community; (2) define ICSS issues and propose interdisciplinary methodologies and, (3) articulate a common agenda for the emerging research frontier of inter-cultural Service Science and Engineering. The development of this research direction is of increasing importance given the distributed locations of service providers and their customers; sometimes coming from radically different cultures. For the diverse participants in the service encounter, perceptions of politeness, time, sympathy and expertise might be quiet different. Call centers in international locations, hotel chains, and domestic health care centers serving diverse populations are only few of the many service systems whose design would benefit from this research direction.