Advances in the Human Side of Service Engineering

If there is any one element to the engineering of service systems that is unique, it is the extent to which the suitability of the system for human use, human service, and excellent human experience has been and must always be considered. An exploration of this emerging area of research and practice, Advances in the Human Side of Service Engineering covers a broad spectrum of ergonomics and human factors issues highlighting the design of contemporary manufacturing systems. Topics include:Adoption of health information technology (HIT)Aging society: the impact of age on traditional service system constructs Anthropology in service science Applying service design techniques to healthcare Co-creating value Cognitive systems modeling of service systems Context-related service: the human aspect of service systemsDesigning services for underserved populationsEthics dividend in services: how it may be cultivated, grown, and measuredGovernance of service systems Human aspects of change when applying Lean Six Sigma methods and toolsHuman side of service dominant logic in B2B settingsHuman-computer interaction and HF in software technologiesService network configuration impacts on customer experience Simulating employees and customers in service systems Systems design and the customer experienceUsability and human side of electronic financial services The book also discusses issues that arise in shop floor and office environments in the quest for manufacturing agility, i.e. enhancement and integration of human skills with hardware performance for improved market competitiveness, management of change, product and process quality, and human-system reliability. It provides a foundation upon which researchers and practitioners can contri

Section I. Health ServicesService Process Visualization in Nursing-Care Service Using State Transition Model, H. Miwa, T. Fukuhara, and T. NishimuraSelf-Service for Personal Health Monitoring and Decisions, Z. Pasek and G. BacioiuA Study of the Productivity Enhancement in Medical Practice by the Introduction of a Handheld Tablet Computer, K. Yamada, S. Ishikawa, Y. Sakamoto, Y. Motomura, T. Nishimura, and T. SugiokaSection II. Service InnovationHuman-Centric Approach of Value Proposition in New Generation Digital Business, T. KitaValue Co-Creation in R&D, Y. Sawatani and T. ArimotoSocial Networks for Outsourcing and Developing a Firm's Creativity, M. Colurcio, M. Tregua, M. Melia, and A. CaridàCreativity and Learning in the Practices of Service Innovation, T. Russo Spena and C. MeleService Design to Evoke Users’ Enthusiasm - Proposal and Evaluation of a Museum Information Providing Service, M. Takahashi, Y. Yasuma, and M. NakanishiErgonomics at Home: Contribution to the Design of a Smart Home Lighting Service, G. Poizat, M. Fréjus, and Y. HaradjiDesigning a Mobile-Based Banking Service: The MOBSERV Project, A. Simões, S. Guerreiro, A. Ferreira, S. Rôla, and G. FreireSection III. Societal FactorsHuman Centered System Integration (HCSI): Case Study of Elderly Care Service Design, S. Basapur and K. SatoIntegrating Healthcare Service with Ambient Interactive Systems: Conceptual Framework, J. Sun, S. Basapur and K. SatoEntrusting the Reply of Satisfaction or Physical Condition for Services to Unconscious Responses Reflecting Activities of the Autonomic Nervous System, H. Okawai, K. Kato, and D. BayaThe Intelligent Space for the Elderly - Including Activity Detection, S. Tivatansakul, S. Tanupaprungsun, K. Areekijseree, T. Achalakul, K. H

James C. Spohrer, Louis E. Freund