Strategic Reorientation and Influences on Business-IT Alignment: Case Study of a Luxembourgish Financial Services Provider -- A Service Oriented Simulation Architecture for Intelligent Building Management -- Capabilities in Systems Engineering: An Overview -- Applying the Lead User Method for Designing e-Services - Practical Techniques and Experiences -- Theory of Constraints in the Service Sector: Characterization for Banking and Analysis of the Factors Involved in Its Adoption -- Service Innovation Analytics: Towards an Approach for Validating Frameworks for Service Innovation Capabilities via Text Mining -- Modeling ITIL Business Motivation Model in ArchiMate -- Service Science: A Service System Design Science Research Method? -- Modeling Service Relationships for Service Networks -- Evaluating the IT Strategic Plan for the Public Administration in Portugal -- Open Semantic Service Networks: Modeling and Analysis -- Ontological Representation and Governance of Business Semantics in Compliant Service Networks -- Simulation-Based Quantification of Business Impacts Caused by Service Incidents -- IT Governance Mechanisms: A Literature Review -- A Model-Driven Environment for Service Design, Simulation and Prototyping -- Towards a Taxonomy of Service Design Methods and Tools -- A Survey of Tool Support for the Animation of IT Services Process Models Execution -- Factors Influencing the Internationalization of Services Firms: The Case of Design, Engineering and Architecture Consulting Firms -- A Proposal for a Mobile Ticketing Solution for Metropolitan Area of Oporto Public Transport -- Benchmarking as a Development Tool in Healthcare -- Towards an Ontology and Modeling Approach for Service Science -- Extended DEMO-Based SLAs to Specify Customers' Expectations -- Exploring the Drivers of E-Commerce through the Application of Structural Equation Modeling -- A Model for Open, On-Demand, Collaborative Education for Service Science -- Factors Influencing Purchase Intention of Private Label Products: The Case of Smartphones -- Media Sharing in Situated Displays: Service Design Lessons from Existing Practices with Paper Leaflets -- Towards a Personal Relationship-Based Assignment of Client Representatives to Accounts -- Future Deployment of Technology in Healthcare Services - A Delphi Approach.

Service science constitutes an interdisciplinary approach to systematic innovation in service systems, integrating managerial, social, legal, and engineering aspects to address the theoretical and practical challenges of the services industry and its economy. This book contains the refereed proceedings of the 4th International Conference on Exploring Services Science (IESS), held in Porto, Portugal, in February 2013. This year, the conference theme was Enhancing Service System Fundamentals and Experiences, chosen to address the current need to explore enhanced methods, approaches, and techniques for a more sustainable and comprehensive economy and society. The 19 full and 9 short papers accepted for IESS were selected from 78 submissions and presented ideas and results related to innovation, services discovery, services engineering, and services management, as well as the application of services in information technology, business, healthcare, and transportation.