Advances in the Human Side of Service Engineering
1st Edition
Published on 11. July 2012
Book
Hardback
490 pages
978-1-4398-7026-6 (ISBN)
Description
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
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
More details
Language
English
Place of publication
Bosa Roca
United States
Publishing group
Taylor & Francis Inc
Target group
Professional and scholarly
Professional Practice & Development
Illustrations
50 b/w images
Dimensions
Height: 234 mm
Width: 156 mm
Weight
860 gr
ISBN-13
978-1-4398-7026-6 (9781439870266)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Additional editions
James C. Spohrer | Louis E. Freund
Advances in the Human Side of Service Engineering
Book
10/2019
1st Edition
CRC Press
€81.70
Shipment within 15-20 days
James C. Spohrer | Louis E. Freund
Advances in the Human Side of Service Engineering
E-Book
07/2012
CRC Press
€91.99
Available for download
James C. Spohrer | Louis E. Freund
Advances in the Human Side of Service Engineering
E-Book
07/2012
CRC Press
€92.49
Available for download
Persons
James C. Spohrer, Louis E. Freund
Content
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. Carida
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. Frejus, and Y. Haradji
Designing a Mobile-Based Banking Service: The MOBSERV Project, A. Simoes, S. Guerreiro, A. Ferreira, S. Rola, 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
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. Carida
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. Frejus, and Y. Haradji
Designing a Mobile-Based Banking Service: The MOBSERV Project, A. Simoes, S. Guerreiro, A. Ferreira, S. Rola, 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