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.
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