Advances in the Human Side of Service Engineering  book cover
1st Edition

Advances in the Human Side of Service Engineering

ISBN 9780367381110
Published October 23, 2019 by CRC Press
490 Pages

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Book Description

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 systems

  • Designing services for underserved populations

  • Ethics dividend in services: how it may be cultivated, grown, and measured

  • Governance of service systems

  • Human aspects of change when applying Lean Six Sigma methods and tools

  • Human side of service dominant logic in B2B settings

  • Human-computer interaction and HF in software technologies

  • Service network configuration impacts on customer experience

  • Simulating employees and customers in service systems

  • Systems design and the customer experience

  • Usability 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

Table of Contents

Section I. Health Services
Service Process Visualization in Nursing-Care Service Using State Transition Model, H. Miwa, T. Fukuhara, and T. Nishimura
Self-Service for Personal Health Monitoring and Decisions, Z. Pasek and G. Bacioiu
A 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. Sugioka

Section II. Service Innovation
Human-Centric Approach of Value Proposition in New Generation Digital Business, T. Kita
Value Co-Creation in R&D, Y. Sawatani and T. Arimoto
Social Networks for Outsourcing and Developing a Firm's Creativity, M. Colurcio, M. Tregua, M. Melia, and A. Caridà
Creativity and Learning in the Practices of Service Innovation, T. Russo Spena and C. Mele
Service Design to Evoke Users’ Enthusiasm - Proposal and Evaluation of a Museum Information Providing Service, M. Takahashi, Y. Yasuma, and M. Nakanishi
Ergonomics at Home: Contribution to the Design of a Smart Home Lighting Service, G. Poizat, M. Fréjus, and Y. Haradji
Designing a Mobile-Based Banking Service: The MOBSERV Project, A. Simões, S. Guerreiro, A. Ferreira, S. Rôla, and G. Freire

Section III. Societal Factors
Human Centered System Integration (HCSI): Case Study of Elderly Care Service Design, S. Basapur and K. Sato
Integrating Healthcare Service with Ambient Interactive Systems: Conceptual Framework, J. Sun, S. Basapur and K. Sato
Entrusting 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. Baya
The Intelligent Space for the Elderly - Including Activity Detection, S. Tivatansakul, S. Tanupaprungsun, K. Areekijseree, T. Achalakul, K. H

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