Abstract
In celebration of the 10th anniversary of the International Conference on Exploring Service Science (IESS), this paper takes a historical look at the papers that have been published in the IESS proceedings. The analysis is focused on the development and evolution of the IESS community and of the main research topics covered by the published papers over time. The IESS community is portrayed in terms of authors, their affiliations and co-authoring network, while the topics are analyzed according to the papers' keywords. Moreover, this paper analyzes the impact of the papers published in this decade, in terms of citations. These results are then discussed in light of the observed trends and of the evolution of the service science field, to guide the future development of the IESS conference and of research on service science.

Abstract

Abstract
This chapter presents an in-depth study of the current situation of mobile ticketing services in the context of urban passenger transport, and points out future trends and directions that will define forthcoming versions of mobile ticketing services. It defines mobile ticketing services and presents the technologies most used to deliver these solutions. This is complemented by a survey of research studies and experiences of deployments in a real environment. The mobile ticketing ecosystem is then deeply explored, where key players are identified as well as their key drivers and concerns regarding mobile ticketing services. Finally, future trends and research opportunities regarding mobile ticketing solutions are presented.

Abstract

Abstract
Millions of people use public transport on a daily basis. Although most public transport systems use traditional ticketing approaches, based on tickets and smartcards, there are already ticketing alternatives based on smartphones. Most of the mobile ticketing solutions developed and available in the market use technologies such as Near Field Communication (NFC) or Quick Response Codes (QR Codes), and there are practically no studies on the use of Bluetooth Low Energy (BLE) for this purpose. This paper focuses on assessing the feasibility of using BLE beacons for mobile ticketing in urban passenger transport. The study was conducted during the development of a mobile ticketing solution for the Metropolitan Area of Porto (AMP) that takes advantage of the Bluetooth technology present on the passengers' smartphones. It uses BLE beacons to track the passengers' trips from the start to the end, as part of an implementation of a check-in/be-out system. This solution was implemented as a prototype to be tested in the AMP and all the tests performed were made during the course of a pilot test of this prototype. The study consisted of a set of technical tests related with beacons signal monitoring and the gathering and analysis of passengers' feedback who participated in a four months pilot test. The results obtained suggest that the BLE technology is feasible for mobile ticketing in urban passenger transport. The paper also presents the various available deployment alternatives, identifies the main problems found and proposes solutions to solve them, filling an important research gap in the literature. © 2020 The Authors

Abstract
In their quest for sustainability, cities design and deploy smart mobility solutions aiming to improve the efficiency and management of transportation systems and to provide better services to citizens. Those solutions are often based on Information and Communication Technologies (ICT) and on digital services, but their maintenance and management are a greater challenge than their implementation. Problems can be difficult to identify since they can be exogenous or endogenous to the service provider. Usually, in their effort to maintain good service levels, companies implement complex and expensive information systems that use sensors to monitor infrastructure and hardware but ignore other sources of valuable information. In a digitalized world, customers easily report problems that are a cause of lower quality of service and worse user experience. However, for several reasons, service providers do not always pay due attention to these complaints. As communication channels are already open, we claim that customer participation through these reports can be used to significantly enhance the delivery and quality of mobility services. In this work we propose a methodology that takes advantage of customers’ participation in the maintenance and management of smart city solutions. With this methodology, we aim to redesign the process of customer interaction with service providers in order to improve the overall efficiency and the service experience. Our research is based on a case study from a public transport service in the metropolitan area of Porto, in Portugal. © 2021, The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG.