Overview

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

Full Product Details

Author:   James C. Spohrer ,  Louis E. Freund
Publisher:   Taylor & Francis Ltd
Imprint:   CRC Press
Weight:   0.907kg
ISBN:  

9780367381110

ISBN 10:   0367381117
Pages:   490
Publication Date:   23 October 2019
Audience:   College/higher education ,  Professional and scholarly ,  Tertiary & Higher Education ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   In Print  
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Table of Contents

Section I. Health ServicesService 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 InnovationHuman-Centric Approach of Value Proposition in New Generation Digital Business, T. KitaValue 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. 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. Haradji Designing a Mobile-Based Banking Service: The MOBSERV Project, A. Simões, S. Guerreiro, A. Ferreira, S. Rôla, and G. Freire Section 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

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