Advances in the Human Side of Service Engineering: 1st Edition (Paperback) book cover

Advances in the Human Side of Service Engineering

1st Edition

Edited by James C. Spohrer, Louis E. Freund

CRC Press

482 pages

Purchasing Options:$ = USD
Paperback: 9780367381110
pub: 2019-07-31
SAVE ~$14.99
Available for pre-order
Hardback: 9781439870266
pub: 2012-07-11
SAVE ~$19.19
eBook (VitalSource) : 9780429065156
pub: 2012-07-11
from $47.98

FREE Standard Shipping!


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

About the Editors

James C. Spohrer, Louis E. Freund

Subject Categories

BISAC Subject Codes/Headings:
TECHNOLOGY & ENGINEERING / Industrial Engineering
TECHNOLOGY & ENGINEERING / Industrial Health & Safety