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Reducing Industry Complexity with International Standards: Current Efforts for Services, E-commerce, Artificial Intelligence

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Advances in the Human Side of Service Engineering (AHFE 2021)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 266))

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Abstract

The global business environment has grown increasing complex due to economic, cultural, demographic, legal, trade, and political (to name a few) changes, differences, and disparity among nations and geographical regions. This complexity is exacerbated by rapid advances in technology which could be employed appropriately as accelerators or inappropriately as barriers to beneficial change to society. One of the ways industries seek to reduce complexity is through the development and use of standards that cover many areas of manufacturing, hardware, software, telecommunication, consumer products, business processes, construction, etc. In the last few decades, the advent of service innovation, e-commerce, and now digital platforms powered by AI have all given rise to international standardization efforts. In this paper we discuss some of these standardization efforts that are service-related and representative which are of interest to the Service Science community with the aim of informing and encouraging stakeholders to participate, contribute, and produce synergy among academic and industry partners.

The contents of this paper represent the opinions of the authors only.

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Notes

  1. 1.

    Author 1 participated in the revision of Guide 76 as a member of the ISO/COPOLCO/WG 18 – Consumer Issues in Services.

  2. 2.

    ISO Committee on Consumer Policy (COPOLCO), American National Standards Institute (ANSI), German Institute for Standardization (DIN), European Committee for Standardization (CEN).

  3. 3.

    See [14] for a Service Science perspective of the transformation of retail business by E-Commerce.

  4. 4.

    Author 1 was an observer of this Technical Committee.

  5. 5.

    For example, cross border commerce or doing business as a subsidiary of the parent company in a foreign country such as AliExpress and Rakuten in the US.

  6. 6.

    For example, Gongdao.com is a partnership between Alibaba Group and the municipal government of the City of Hangzhou tasked with processing disputes arising from E-Commerce and other transactions that are within their purview.

  7. 7.

    Both authors are participants of SC 42 by way of their organization’s membership in INCITS.

  8. 8.

    Some of these challenges were cited as leading barriers to AI adoption in a recent survey of the media and consulting company reports by the authors.

  9. 9.

    Both authors are members of IEEE P2840.

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Author information

Authors and Affiliations

  1. Lucas College and Graduate School of Business, San José State University, San José, CA, USA

    Stephen K. Kwan

  2. IBM Research – Almaden, San José, CA, USA

    Jim Spohrer

Authors
  1. Stephen K. Kwan
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  2. Jim Spohrer
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Correspondence to Stephen K. Kwan .

Editor information

Editors and Affiliations

  1. Centre for Economics and Public Administration, London, UK

    Christine Leitner

  2. Fraunhofer IAO, Stuttgart, Baden-Württemberg, Germany

    Walter Ganz

  3. California State University, Orange, CA, USA

    Debra Satterfield

  4. University of Naples Parthenope, Avellino, Italy

    Clara Bassano

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Kwan, S.K., Spohrer, J. (2021). Reducing Industry Complexity with International Standards: Current Efforts for Services, E-commerce, Artificial Intelligence. In: Leitner, C., Ganz, W., Satterfield, D., Bassano, C. (eds) Advances in the Human Side of Service Engineering. AHFE 2021. Lecture Notes in Networks and Systems, vol 266. Springer, Cham. https://doi.org/10.1007/978-3-030-80840-2_7

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  • DOI: https://doi.org/10.1007/978-3-030-80840-2_7

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