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兹这项拨款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，讨论和确定服务交付系统设计和实施中跨文化服务遭遇的关键方面。服务的标准化是困难的，如果不是不可能的话，因为客户参与了服务的“共同生产”。已经进行了一些尝试，将人的考虑因素合并到服务模型中，但真正的跨学科系统设计尚未出现。服务系统设计及其相关技术通常是工程师和计算机科学家的工作，而服务和文化则是由市场研究人员、行为科学家、人类学家、民族志学家和人力资源研究人员研究的。因此，需要一个真正的跨学科研究讲习班来促进这一新的研究领域和推进研究议程。研讨会的主要目标是通过促进跨越但不限于工业工程、复杂系统、认知和行为科学、人类学/民族志、信息系统、管理和人力资源等领域的各种领域、学科和技术集群之间的跨学科研究，加速包括跨文化考虑的建模框架的发展。如果成功，该研讨会将(1)确定并扩展跨文化服务系统（ICSS）研究社区；(2)定义ICSS问题并提出跨学科方法；(3)阐明跨文化服务科学与工程新兴研究前沿的共同议程。考虑到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。对于不同的服务参与者来说，礼貌、时间、同情和专业知识的感知可能会有很大的不同。为不同人群服务的国际呼叫中心、连锁酒店和国内医疗保健中心只是众多服务系统中的一小部分，其设计将受益于本研究方向。

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.