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

Advances in the Human Side of Service Engineering

1st Edition

Edited by James C. Spohrer, Louis E. Freund

CRC Press

482 pages | 159 B/W Illus.

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Hardback: 9781439870266
pub: 2012-07-11
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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 contribute to this quickly evolving area and make lasting contributions.

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. Hirasawa, S. Sawada, A. Saitoh, and M. Ohkura

Patient Engagement – Implications to Service Engineering, I. Riippa and K. Reijonsaari

Section IV. Service System Frameworks

A Distributed-Cognition Based Method for Finding Social Feature Opportunities in Business Services, K. Lyons and S. Marks

Distributed Cognition, Service Science and 3D Multi-User Virtual Environments, N. Flor

The Role of Positive Emotions in the Creation of Positively Deviant Business to Business Services: Examination of Employee and Customer Perceptions, M. Fischer

Change in Organization - Emerging Situations, Character and Praxis, T. Keränen

Using a Business Ecosystem Network to Expose and Predict Budgetary Risk Caused by Various Human Factors, N. Boyette and H. Fang

Computational Modeling of Real-World Services for a Co-Creative Society, T. Takenaka, H. Koshiba, and Y. Motomura

Case Study Analysis of Higher Education and Industry Partnership Service Delivery, D. Nielsen and A. White

Co-Producing Value through Public Transit Information Services, A. Steinfeld, S. Rao, A. Tran, J. Zimmerman, and A. Tomasic

Integrating a User Interface Design Environment into SOA and Service Engineering, D. Dunkle

B to B (Business to Business) Product Planning and Platform Making by the Business User Model, T. Mizumoto and K. Yamazaki

Section V. Service Design

User eXperience in Service Design: Defining a Common Ground from Different Fields, K. Touloum and D. Idoughi, Algeria, and A. Seffah

A Proposal of the Service Design Method and the Service Example Based on Human Design Technology, K. Yasui and T. Yamaoka

Facilitating Service Development in a Multi-Agent Environment: Different Roles of Consultancy, I. Lappalainen, K. Kallio, and M. Toivonen

Three Approaches to Co-Creating Services with Users, E. Kaasinen, K. Koskela-Huotari, V. Ikonen, M. Niemelä, and P. Näkki

Interactive Design Method Based on Structured-Scenario, K. Kusano, M. Nakatani, and T. Ohno

Black Female Voices: Designing an HIV Health Information Artifact, F. Cobb Payton, J. Kiwanuka-Tondo, and L. Kvasny

Section VI. Organizations and Change

Smart Governance to Mediate Human Expectations and Systems Context Interactions, P. Piciocchi, J. Spohrer, C. Bassano, and A. Giuiusa

Governing Human Relations to Promote Local Service Systems in Processes of Internationalization, I. Orlando, A. Siniscalchi, P. Piciocchi, C. Bassano, and A. Amendola

A VSA Communication Model for Service Systems Governance, A. Siano, P. Piciocchi, M. Volpe, M. Confetto, A. Vollero, and M. Siglioccolo

The ARISTOTELE Project for Governing Human Capital Intangible Assets: A Service Science and Viable Systems Perspective, S. Salerno, P. Piciocchi, C. Bassano, P. Ritrovato, and G. Santoro

Human Resources for Governing Business Dynamics. The Viable Systems Approach, G. Golinelli and C. Bassano

Modeling Cooperative Behaviors in Innovation Networks: An Empirical Analysis, L. Prota, M. D'Esposito, D. De Stefano, G. Giordano, and M. Vitale

Introduction of Computer Supported Quality Control Circle in a Japanese Cuisine Restaurant, R. Ueoka, T. Shinmura, R. Tenmoku, T. Okuma, and T. Kurata

Leading Change by Playing: Design and Implementation of a Management Game for Aviation Ground Services, J. Kramer, F. Mayer, M. Gassner, and R. Nägele

Incorporating Kano's Model and Markov Chain into Kansei Engineering in Services, M. Hartono, T. Chuan, and J. Peacock

A Comparative Analysis of Lean Techniques, E. Cudney

An Analysis of the Impact of Lean on Safety, E. Cudney, S. Murray, and P. Pai

Section VII. Value Co-Creation and Customers

Value Orchestration Platform: Model and Strategies, K. Kijima, T. Rintamki, and L. Mitronen

Service Space Communication by Voice Tweets in Nursing, K. Torii, N. Uchihira, T. Chino, K. Iwata, T. Murakami, and T. Tanaka

Service Modeling of Compliments and Complaints and Its Implications for Value Co-Creation, F. Villarroel Ordenes, M. Zaki, B. Theodoulidis and J. Burton

Co-Creating Value to Increase Service Productivity – Impacts of Outputs and Inputs for the Product-Supporting Service Value Chain, A. Rößner, F. Kicherer and R. Nägele

Index of Authors

About the Series

Advances in Human Factors and Ergonomics Series

Learn more…

Subject Categories

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