Abstract
Public transport users are increasingly connected in real time through mobile devices to social networks, such as Twitter and Facebook. This allows them both to access and to provide valuable operational and emotional information from and to fellow travellers. Transport network management could benefit from this exchange, and also participate by providing rewards to valuable contributors. This paper introduces a model for such cooperative exchanges of information and proposes a valuation system for the information provided and obtained. Users and automatic systems (sensors) would provide information, such as punctuality, noise levels, and assessments of driver's skills, referenced to particular vehicles, routes and times. Then other users accessing such information would classify it on the level of correctness and usefulness, under a validation scheme operated by the transport network management. Such information could either be openly available or private in some degree within a social network, taking account of security aspects that need to be preserved. In a mature environment, more valuable information could only be made available via subscription or freely available to highly valued contributing users. The use of social networks would provide an easy way of sharing information and also provide a sense of community to the involved travellers. Transport network management benefiting from relevant information exchanges could reward users contributing with valuable data, as an incentive to enhance participation. In this context, the information exchanged would achieve a real transactional value and present a new electronic commerce paradigm. Overall, such exchange could also be seen as a serious game.

Abstract
SchematicMaps are mainly used for depicting transportation networks. They are generated through a schematization process where irrelevant details are eliminated and important details are emphasized. This process, being manually performed by teams of expert designers, is expensive and time consuming. Such manual execution is unsuitable for the production of schematic maps for location-based services or ondemand schematic maps, as near real-time and user-centered properties are needed. This work proposes GeneX, a framework that can support the automated generation of schematic maps. The framework and the new algorithms developed were able to completely eliminate erroneous map point placement, and to decrease by 33% the contention for map point placement, producing schematic maps without human intervention in soft real time.

Abstract
Location-Based Services(LBS) are information services which are available through mobile devices inside a mobile network and can take advantage of the location of the mobile device. With the majority of the world population living in urban areas and using complex transportation systems, they can be used to assist people to use the public transportation systems more effectively and efficiently. This research aims to contribute to the improvement of LBS through the use of a new kind of a schematic map, called spider map that brings together geographic information in particular in its central location, or hub, with a schematic information of the overall transport network originating in the hub, including for instance relevant stops and their locations. These maps present an innovative layout that includes context information relevant for the users. They can be used to increase LBS user satisfaction and therefore increase the intention to use Public Transportation Services.

Abstract
A good relationship between companies and customers is a crucial factor of competitiveness. The improvement of service levels has become a key issue to develop and maintain a loyal relationship with customers. This paper proposes a method for promotions design for retailing companies, based on knowledge extraction from transactions records of customer loyalty cards, aiming to improve service levels and increase sales. At first, customers are segmented using k-means and then the segments' profile is characterized according to the rules extracted from a decision tree. This is followed by the identification of product associations within segments, which can base the identification of the products most suitable for customized promotions. The research reported is done in collaboration with an European retailing company.

Abstract
The paper reports on the final results of the European DELLIISS project (www.delliiss.eu) which objective was to establish an Executive Master degree in Innovative Service Systems (EMISS) targeting professional people. The paper explains the systematic process that has been followed for building the content of the EMISS curriculum, including: (1) the collection of the requirements, their prioritization through Think Tanks with professional attendance, and the identification of the associated skills card for this new service systems architect job profile; (2) the elaboration of a knowledge map structuring the components of knowledge available in the ICT, service science, and innovation scientific domains; and finally (3) the definition of the learning trajectories and the associated program content proposed for the EMISS Executive Master, a new diploma that is offered from January 2011 by 6 European Institutions. © 2011 IEEE.

Abstract
The proliferation of complex service systems raises new challenges for service design and requires new methods. Multilevel Service Design (MSD) is presented as a new interdisciplinary method for designing complex service systems. MSD synthesizes contributions from new service development, interaction design, and the emerging field of service design. MSD enables integrated development of service offerings at three hierarchical levels: (a) Designing the firm's service concept with the customer value constellation of service offerings for the value constellation experience; (b) Designing the firm's service system, comprising its architecture and navigation, for the service experience; and (c) Designing each service encounter with the Service Experience Blueprint for the service encounter experience. Applications of the MSD method are described for designing a new retail grocery service and for redesigning a bank service. MSD contributes an interdisciplinary service design method that accommodates the cocreative nature of customer experiences and enables experience integration from the design of the service concept through the design of the service system and service encounter.