Proceedings of 2013 International Conference on Logistics, Informatics and Services Sciences (LISS'2013)
This volume contains the proceedings of the 2013 International Conference on Logistics, Informatics and Services Sciences (LISS’2013), held in Reading, UK with satellite sessions in Beijing, China, hosted by School of Economics and Management & International Center for Informatics Research of Beijing Jiaotong University (BJTU); cooperated with the Informatics Research Centre, Henley Business School. University of Reading and China Center for Industrial Security Research: and sponsored by the National Natural Science Foundation of China (NSFC), K. C. Wong Education Foundation (Hong Kong) and Springer Publisher.
The conference was held in cooperation with Journal of Applied Research and Technology (JART) (SCI) Journal of Industrial Engineering and Management (JIEM) (EI Compendex ), Journal of Computing and Information Technology (JCIT) (EI Compendex), Journal of Electronic Commerce in Organizations (JECO) (EI Compendex), Foundations of Computing and Decision Sciences (EI Compendex), Enterprise Information Systems (EIS) (SCI), Advances in Transportation Studies (EI Compendex) Cybernetics and Information Technologies (CIT) (EI Compendex) and Computing and Informatics (SCI).
This conference is a prime international forum for both researchers and industry practitioners to exchange latest fundamental advances in state-of-art and practice of logistics, informatics, service operations and service science, with five simultaneous tracks, covering different aspects, including: “Service Management”, “Logistics Management”, “Information Management”, “Engineering Management” and “Industrial Security Management”. It also had six special sessions, Security research of Chinese financial industry, Security research of special industry, Interoperability of heterogeneous applications and semantic analysis, Low carbon and logistics services, Digital and international publishing & media, and Information management and evaluation. Papers published in each track describe state-of-art research works that are often oriented towards real world applications and highlight the benefits of related methods and techniques for the emerging field of service science, logistics and informatics development.
LISS 2013 received 379 paper submissions from 17 countries and regions. 157 papers were accepted and published after strict peer reviews. The total acceptance ratio is 41.42%. Additionally, a number of invited talks, presented by internationally recognized specialists in different areas, have positively contributed to reinforce the overall quality of the conference and to provide a deep understanding of related areas.
Though the service sector is growing rapidly in the emerging markets, including Russia, the quality of services is still low in comparison with the developed countries. Thus, organizations should implement strategic services management and create a customer-oriented culture. To analyze the role of customer orientation in the service sector in Russia, banking industry is considered. Based on the data collection of fifty largest banks it is determined that only thirty percent of the sample declares customer orientation as a corporate value. The calculation of corporate value index demonstrated that banks pay less attention to customer focus and more frequently mention effectiveness, trust, teamwork, and openness as the main values. An analysis of required skills and competencies of employees also demonstrated that customer orientation is not one of the main requirements to personnel in Russia.