Systemic View on Service Management in Shanghai World Expo

摘要

We will introduce our research on the service management in Shanghai World Expo from systemic view. We not only care the general queuing phenomena in the physical aspect, but also the psychological aspect in visitors and volunteers. Finally we wish study the systemic problem in the more large scale systems, including visitors, pavilions from various participated countries and organizers from State and Shanghai municipality, and lastly the wide netizens on the web, who care the activities related to world expo in all aspects. We use some concepts and methods in the complex system, such as self-similarity, self-organization, and also some concepts and theory from management science. Some of our colleagues also develop several advanced Information techniques for sensing the perception of the collective behavior happened in whole process in Expo.