Exploring Service Science 9th International Conference, IESS 2018, Karlsruhe, Germany, September 19-21, 2018, Proceedings - Satzger, Gerhard; Satzger, Gerhard; Patrício, Lia; Patrício, Lia; Zaki, Mohamed; Zaki, Mohamed; Kühl, Niklas; Kühl, Niklas; Hottum, Peter; Hottum, Peter (Springer International Publishing : Imprint: Springer, 2018)