Advances in the Human Side of Service Engineering

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