Advances in the Human Side of Service Engineering

Name: Advances in the Human Side of Service Engineering | Proceedings of the AHFE 2021 Virtual Conference on The Human Side of Service Engineering, July 25-29, 2021, USA
Brand: Springer
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Proceedings of the AHFE 2021 Virtual Conference on The Human Side of Service Engineering, July 25-29, 2021, USA

Christine Leitner Walter Ganz Debra Satterfield Clara Bassano(Editor)

Springer (Publisher)

Published on 2. July 2021

XVI, 529 pages

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978-3-030-80840-2 (ISBN)

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Intro
Advances in Human Factors and Ergonomics 2021
Preface
Contents
Re-Balancing Benefits in the Digital Age
The Human-Side of Service Engineering: Advancing Technology's Impact on Service Innovation
1 Introduction
2 Summary of Original Framework
2.1 Background
2.2 Designing Service Systems for the General Population
2.3 Designing to Serve Special Populations
2.4 Ensuring Safety and Protecting People
2.5 Exceeding Individual and Organizational Goals
2.6 Assuring Information Security and Privacy
2.7 Capability and Opportunity Enhancement
3 Extending the Framework of the Human Side of Service Systems
4 Extensions Related to Standards
5 Extensions Related to Customer's Talents and Skills
5.1 AI Maps with the T-Shape Representation of Experience
5.2 Enhancing the Human-Side the T-Shape Representation of Experience
6 Extensions Related to Participatory Governance in the Public Sector
7 Extensions in Privacy and Ethics
8 Summary and Future Work
References
New Ecosystem Based on Big Data for More Digital Impact
1 Introduction
2 Definitions
3 Methodology
3.1 Research Design
4 Data Collection and Categorization
5 Results/Discussion
6 Conclusions
References
New Frontiers in Cyberspace - Recent European Initiatives to Regulate Digital Finance
1 Introduction
2 Conditions and Dynamics in Relevant Markets
3 Competition and the 'Level Playing Field'
4 Extraterritoriality and 'Digital Sovereignty'
5 Conclusions
References
emyConnect: Building a Smart Public Service for Young Mobile Europeans
1 Introduction
2 Democratic Participation of Young Mobile Citizens
2.1 Participation Gaps
2.2 Communication Gaps
3 Smart Digital Public Service for EMYs
4 Building emyConnect Prototype as a Public Service
4.1 Objectives of emyConnect
4.2 Design and Development
4.3 emyConnect User Groups
4.4 emyConnect Architecture
4.5 Validation of the emyConnect Prototype
5 Conclusions
References
The Engagement Catalyst Initiative: How One Global Organization Activates and Energizes Employee Engagement
1 Introduction
2 Literature Review
3 The Engagement Catalyst Initiative
3.1 Inception
3.2 Design of the Approach
3.3 Project Execution and Work Cycles
4 Findings and Discussion
4.1 The Unique Design of the Employee Engagement Intervention and Evaluating Effectiveness
4.2 The Power in Linking Employee Engagement Activities with Organizational Sustainability
5 Conclusion
References
Addressing Complexity in the Emerging Platform Society
Exploring New Digital Age Challenges
1 Introduction
2 Design/Methodology/Approach
3 Implications: Re-localization of Knowledge
4 New Digital Age Challenges
4.1 Technological over Dependency
4.2 Marginalization of Unconnected
4.3 Trust of Platform
4.4 Competing for Collaborators
5 Concluding Remarks
References
Reducing Industry Complexity with International Standards: Current Efforts for Services, E-commerce, Artificial Intelligence
1 Introduction
2 Service Standardization
3 E-commerce Standardization
4 Artificial Intelligence Standardization
5 Future Research Directions: Open Source Software
6 Concluding Remarks
References
Ecosystems Transformation for Social Change: How to Challenge Emergency Through Emergence
1 Introduction
2 Theoretical Background
2.1 Innovation in Service Ecosystems
2.2 From Innovation to the Co-development of Social Change
3 A Conceptual Framework for Ecosystems Innovation and Social Change
4 Discussion: An Application to Higher Education
5 Concluding Remarks and Implications
References
The Role of Technological Platforms in Co-creating Symbiotic Relationships Between Firms and Society
1 Introduction
2 Theoretical Background: Society as an Implicit Variable Impacting on the Economic Advantage of the Firm
3 The Role of Technological Platforms: A Catalyst for Business and Social Relations
4 Research Design and Methodology
5 Findings: Businesses and Society Co-evolving and Creating Symbiotic Value
6 Research Limitations and Future Research Trajectories
References
Digital Transformation in the Era of Covid-19
1 Introduction
2 Theoretical Background
2.1 Digital Transformation and Technologies: A Brief Overview
2.2 Digital Transformation and Covid-19: First Studies
3 Research Aim and Process
4 Findings
4.1 Preventing
4.2 Diagnosing
4.3 Treating
4.4 Researching
5 Discussion, Implications, and Further Research
References
Management of Smart City in Lens of Viable System Approach
1 Introduction
2 Viability and Multi Contextual Environment
3 Smart City and Its Services
4 IT Service Management and Its Viable Adaptation
5 Conclusion
References
Enhancing Interdisciplinarity in Service Innovation
Qui legit, ingenium veterum mirabile laudet: How to Introduce New Knowledge into Curriculum Using the Example of Alcuin's De dialectica
1 Introduction
2 De Dialectica
3 Early Medieval Didactics
4 Variants in the Manuscripts De Dialectica
5 Why a Dialogue?
6 Conclusion
References
Approaching Sustainability in Interdisciplinary Teams
1 Introduction
2 Interdisciplinary Teamwork at the Master Program "ZukunftsDesign" in the Context of Sustainability
2.1 MitweltHeld Kronach
2.2 Planetary Health|Challenge4Future
3 Methodological Approach
4 Individual Concepts and Definitions of Sustainability
5 Sustainability in Relation to Profession, Personal Life, and the Semester Project of ZukunftsDesign
6 The Impact of Interdisciplinary Project Work with Sustainable Aims on the Perception of Sustainability
7 The Characteristics of Interdisciplinary Teamwork
8 Interdisciplinary Teamwork in the Context of Sustainability
9 Summary
References
The Impact of the Master's Program ZukunftsDesign on Student Creativity
1 Introduction
2 Theoretical Background
2.1 Definition of Creativity
2.2 Master's Program ZukunftsDesign
2.3 Assessment of Creativity
2.4 Image Based Tests
3 Methods
3.1 Participants
4 Results
5 Discussion
5.1 Limitations
6 Conclusion
References
A Human-Centered Approach to Designing a Blended Learning Environment for an Interdisciplinary Audience
1 Introduction
2 Theoretical Background
2.1 Technology Enhanced Learning (E-Learning)
2.2 Blended Learning
2.3 Personalized Learning
3 Case Study: Blended Learning for an Interdisciplinary Audience
3.1 Background
3.2 Vision
3.3 A Human-Centered Approach to E-Learning
4 Conclusion and Future Prospects
References
Interdisciplinary Service Development for Construction Suppliers with the Help of an Innovation Support System
1 Challenges for Suppliers in the Construction Industry
2 Status Quo of Development Processes for Smart Services in the Construction Industry
3 Modern Development Processes for Service Engineering
4 Decision Support Systems for Service Innovation Within the Construction Supplier Industry
5 Discussion and Summary
References
Detecting Effective Impulses for the Socio-ecological Change - Presentation of the Interdisciplinary Research Concept Behind Game of Rain
1 Introduction
2 Paper Preparation
3 Offers for Reflection
4 Research Design
4.1 Offer Intensity in the Setting Systemwelt
4.2 Offer Intensity in the Setting Lebenswelt
5 Conclusion
References
Resilient Design for Service-Oriented Value Creation
How Higher Education Institutions and Technology Innovation Centres Can Support Organisations Through IoT Digital Transformations
1 Introduction
2 Literature Review
3 Methodology
4 Data and Analysis
4.1 Generating Awareness: A Wide Range of EDP Participants
4.2 Deciding to Invest: EDPs for a Small Group of Gatekeepers
4.3 Implementation: EDPs as a Tool for Digital Change Programmes
5 Conclusion
References
Impacts of Professional Education Measures on the Digital Transformation in Organisations
1 Introduction
2 Theoretical Foundation
3 Suggested Model for Evaluating Impact of Professional Education Measures
4 Case Studies and Results
5 Conclusions and Limitations
References
Transformation Towards Smart Result-Oriented Product-Service Systems
1 Product-Service Systems in the Digital Era
2 Socio-technical Systems as Theoretical Framing for an Explorative Research Approach
3 Transformation Towards Smart Result-Oriented Product-Service Systems
3.1 Transformational Framework
3.2 Challenges Related to the Transformation
4 Discussion and Contribution
5 Limitations and Further Research
References
Towards a Capability Based Approach to Strengthen the Strategic Decision Making Process for Developing Smart Products and Services in SMEs
1 Digitalization and Smartification: Introduction and Challenges
2 Related Work
3 A Smartification Tool Kit for SME
3.1 Capability, Maturity and Measures Model
3.2 Methodology Framework
4 Applying the Methodical Tool Kit for SMEs
5 Summary and Conclusion
References
A People Centered Innovation Methodology for Its Application in Digital Transformation - Service Innovation Blocks
1 Introduction
2 Background and Relevance
3 Objectives
4 Research Approach
5 Results
6 Evaluation
7 Summary - contribution to Theory and Practice
References
Towards a Continuous Process Model for Data Science Projects
1 Introduction
2 Existing Data Science Process Models
3 Contents of Data Science Projects
4 Vision
5 Conclusion
References
Emerging Research Innovations in AI, User Experience and Design
Value Co-creation Through Collaborative World-Building and Cosplay: QwörkSpace
1 Introduction
2 Methodology
3 What Will be Discussed
4 Popular Media Search
5 Literature Review
6 Creative Business Models and Opportunities for Game-Based Learning
7 Outcomes
References
Evaluating Innovation Strategies in Online Education in Higher Education
1 Introduction
2 Design Thinking as a Framework for Online Teaching
3 I-Teach Event Methodology
3.1 Research Strategies and Survey Instruments
3.2 Qualtrics Mixed Method Survey
3.3 Scripted Online Participatory I-Teach Event
3.4 Connectivity Model Observation Sheets
4 I-Teach Event Implementation Strategies
5 Team Facilitator Roles and Agenda
6 I-Teach Case Study Event Evaluations
6.1 Findings for Modifications to the Online Environment
6.2 Suggestions for Modifications to the Observation Protocol
7 Conclusions and Areas for Future Research
References
Color and Flavor Perception
1 Introduction
2 Research Methods
3 Data Analysis and Discussion
3.1 Color Preferred to Eat
3.2 Color and Flavor
3.3 Healthiest Color to Eat
3.4 Favorite Color
3.5 Correlations in Color Selections
4 Conclusion
References
Disruptive Innovation: Designing a Shifting Pedagogy for Creative Disciplines in Higher Education Learning
1 Introduction
2 Disruptive Innovation Model
2.1 Zoom
2.2 Microsoft Teams and Slack
2.3 Mural and Miro
3 Research and Methods
3.1 Surveys
3.2 Observation and Discussion as Evaluation Methods
4 Conclusion
References
Virtual Exhibit Design: The UX of Student BFA Design Shows in Social VR
1 Introduction
2 Background
3 BFA Show 2020 Case Study
3.1 Results of the 2020 BFA Show
3.2 Pain-Points of the Virtual Exhibition
4 BFA Show 2021
5 Researching Best Practices for VR Exhibitions
5.1 Why Do We Need VR Exhibitions?
5.2 Benefits of Remote Access
5.3 Using VR Exhibits in the Classroom as a Teaching Tool
5.4 Who Would Use VR Exhibits/and Why
5.5 Pain Points
5.6 Usability Testing
6 Conclusion
References
Human Centered Service Design
Human Centered Service Design (HCSD): Why HCSD Needs a Multi-level Architectural View
1 Motivation
2 Methodology
3 Conceptual Domain Theories of HCSD
4 Previously Unconnected Conceptual Perspectives
4.1 Institutional Analysis and Development (IAD) Framework
5 Theory Synthesis and Relevance of Architecture
6 Implication for Practical Approaches
7 Implication for Theory
8 Observations and Outlook
References
Analyzing Actor Engagement in Data-Driven Business Models Innovation in the Context of Smart Cities by Creating a Common Understanding
1 Introduction
2 Theoretical Background
3 Methodical Approach
4 Findings
5 Implications and Conclusion
References
Fostering Human Centred Design in Public Service Development
1 Introduction
2 Methodology and Approach
3 Public Service Innovation
4 The Case of the German Online Access Act
5 Discussion and Findings
6 Conclusion and Outlook
References
Digital Service Innovation and Actor Engagement: A Multilevel Design Perspective - Impacts from a Case Study of an Insurtech
1 Introduction
2 Methodology and Approach
3 Digital Service Innovation and Actor Engagement
3.1 Microfoundations for Actor Engagement
3.2 Building Engagement Platforms
4 Case Study Insurtech
4.1 Company Profile: Insurtech and Service Innovator
4.2 New Value Proposition: Corona Travel-App
5 Discussion and Findings
6 Conclusion and Outlook
References
HR-Management: Impacts from Service (Eco) Systems
1 Introduction
2 Research Methodology
3 Problemizing the Definition and Concepts of HR
4 Expanding the Application Domain
5 Identifying New Perspectives for the Core Concepts of HR
5.1 Perspective: Towards a New Perception of the Employee
5.2 Perspective: HR as Steward Shaping New Forms of Cooperation
5.3 Perspective: HR Management as Result and Process of Institutionalising New Forms of Work
6 Three Implications for Practical HR Management
6.1 Implication: HR Management as Multi-level and Interdisciplinary Approach
6.2 Implication: HR as Facilitator of Change and Organizational Development
6.3 Implication: HR as Creator of a New Workforce Design
7 Implications for Theoretical Research
8 Findings, Conclusion and Outlook
References
Network Effects to Foster Service Innovation: An Empirical Analysis of Actual Practices
1 Introduction
2 Literature Review
2.1 The Concept of Platform Business Models
2.2 Network Effects as Driving Force Behind Platform Growth
3 Methodology
4 Results and Discussion
5 Conclusion
References
Augmenting Service Capabilities in the Post-pandemic Era
Differences in Effect of Endorsement of Professional vs. Non-professional YouTuber Through Credibility and Parasocial Relationship
1 Introduction
2 Previous Researches and Hypotheses Development
3 Methodology
4 Result
4.1 Basic Analysis: Central Tendency and Variance, Correlation
4.2 Analysis of a Measurement Model
4.3 Analysis of a Structural Model
5 Discussion
References
Restaurant Reservation System: Allocating Customers with Space Management Under the Impact of COVID-19
1 Introduction
2 Literature Review
3 Modeling
3.1 Assumptions
3.2 VCG Mechanism Implementation
3.3 Basic Model
4 Conclusion
References
Empathy-Based CE Strategy to Tackle Complex Challenges
1 Introduction
2 Background
3 Hypothesis and Approach
3.1 Hypotheses and Approaches to Organizational Challenges
3.2 Hypotheses and Approaches to Problem Setting Challenge
3.3 Hypotheses and Approaches to Problem Solving Challenge
4 Practical Results and Considerations
4.1 Results of Efforts for Organizational Issues
4.2 Results of Efforts for Problem Setting Issues
4.3 Results of Efforts for Problem Solving Issues
5 Conclusions and Future Directions
References
Education, Training, and Technology Facilitating a Future Workforce
Exploring Disciplinary Technologies for Increased Accessibility in the Civil Engineering and Construction Industry: Starting the Conversation
1 Introduction
2 Models of Disability
3 Enhancing Inclusivity Through Industry Technologies
4 Conclusions and Future Work
References
Human-Technology Frontier: Measuring Student Performance-Related Responses to Authentic Engineering Education Activities via Physiological Sensing
1 Introduction
2 Methods
3 Results and Discussion
4 Implications to the Human-Technology Frontier
References
Students Who Stand Out: Faculty Perspectives on the Competencies that Define Outstanding Students Entering the Workforce
1 Introduction
2 Methods
2.1 Project Context
2.2 Data Collection
2.3 Data Analysis
3 Findings
3.1 Faculty Reflect on Interpersonal and Intrapersonal Competencies More Than Technical Competencies When Describing Attributes of Their Outstanding Students
3.2 Faculty Emphasize Experiences Outside of the Classroom for Building Competencies Over Students' Classroom Performance and GPA
4 Discussion
5 Conclusion
References
Service Design of Ward Nurse Station Based on Kansei Engineering
1 Introduction
2 Methods
2.1 Research Methodology Framework
2.2 Span the Semantic Space and the Service Attributes Space
2.3 Questionnaire
2.4 Data Collection
3 Results and Discussion
3.1 Evaluation Results of Kano Model
3.2 Stepwise Linear Regression Model: Relationship Between Service Attributes and Kansei Words of Nurse Station
3.3 Continuous Improvement Strategy of Nursing Station Service
4 Conclusion
References
A Proposed Roadmap to Close the Gap Between Undergraduate Education and STEM Employment Across Industry Sectors
1 Introduction
2 Method
3 Key Findings
3.1 Workshop
4 Concluding Remarks and Future Directions
References
Artificial Intelligence Based Co-creation
Conceptualizing Artificial Intelligence-Based Service Ecosystems
1 Introduction
2 Artificial Intelligence
3 Platforms and Ecosystems
4 Value Co-creation
5 Framework for AI-Based Service Ecosystems
6 Conclusion and Future Research
References
5G Assisted Smart Manufacturing and Industrial Automation
1 Introduction
2 5G Network Objectives
3 Different Requirements of 5G
4 5G Assisted Smart Manufacturing
5 Adoption of the 5G Geographic Architecture
6 5G Security Architecture
7 Conclusion
References
Qualitative Reasoning for Service Interactions
1 Introduction
2 A First Approach to Service Composition with Concrete Domains
3 An Example Run for Hotel Booking
4 Concluding Remarks
References
Transfer of Service Research into Companies
1 Introduction
2 Results of the Empirical Study
3 Implications for Service Research
References
Smart Tool Use in Knowledge Intensive Work Situations - An Information Technology Review
1 Motivation
2 Delivering High Service Quality
2.1 Service Operation as Knowledge Intensive Work
2.2 Service Quality
2.3 Information Technology for Service Assistance
3 Research
3.1 Research Questions
3.2 Empirical Study
4 Conclusion and Outlook
References
Creating Value in Teams and Organizations
Robotic Baby Doll with Minimal Design for Interactive Doll Therapy in Elderly Dementia Care
1 Introduction
2 Minimal Baby Design
3 Benefits of User Interaction with HIRO
4 Benefits of HIRO for Caregivers
5 Individual Therapy Robots
6 Summary
References
Value Creation in Aikido from a Service Perspective
1 Introduction
2 Aikido from the Service Perspective
3 Methods
4 Results
5 Summary
References
Industry-Academia Research Collaborations in the Post-corona Era: A Case Study of Remote Operations in a Japanese State-of-the-Art Research Facility
1 Introduction
2 Literature Review
3 Method and Material
4 Results and Discussions
5 Conclusion
References
Practices and Issues of Corporate Ethnographers: A Case Study of a Corporate Laboratory of a Japanese Telecommunications Service Provider
1 Introduction
2 Method
3 Results
3.1 Collaboration with an External Research Company
3.2 Division of Labor with an External Research Company
3.3 Eliminate Information Gaps Between Members
4 Discussion
4.1 A Single-Researcher, Long-Term Ethnography Versus Team-Based, Short-Term Ethnography
4.2 Holistic Scope Ethnography Versus Partial Scope Ethnography
5 Conclusion
References
Brand Image Building of Intangible Cultural Heritage Wulo Based on Service Design Thinking
1 Introduction
2 Service Design and Intangible Cultural Heritage Brand Image
2.1 Introduction and Methods of Service Design
2.2 Intangible Cultural Heritage Brand Image Building Process
2.3 Building Method of Intangible Cultural Heritage Wulo Brand Image Based on Service Design Thinking
3 Design Practice of Wulo Brand Image Building
3.1 Discover
3.2 Define
3.3 Develop
3.4 Deliver
4 Summary
References
Analyzing the Relationship Between Service Innovation and Customer Value Co-creation Intention: The Case of Mobile Banking
1 Introduction
2 Literature Review
2.1 Service Innovation and Customer Value Co-creation Intention
2.2 Moderating Effects of Cultural Values
3 Methodology
3.1 Sample and Data Collection
3.2 Measures
4 Empirical Results
4.1 Exploratory Factor Analysis (EFA)
4.2 Reliability Analysis
4.3 Hierarchical Regression
5 Discussion and Conclusion
5.1 Discussion
5.2 Conclusion and Limitation
References
Creating Value in Communities, and Society
Co-enhancing Skills of Social Entrepreneurs: A Possible Application of Mobile Social Networks
1 Necessary to Co-enhance the Skills of Social Entrepreneurs in Social Business
2 Research Objectives and Questions
3 Research Method
3.1 Data Collection
3.2 Data Coding
4 Results
4.1 Social Business
4.2 Roles Played by Diverse People Who Participated in Social Business
5 A Possible Application of Mobile Social Networks (MSN) for Co-enhancing the Skills of Social Entrepreneurs
6 Conclusion and Future Research Directions
References
Integrating Real-World and Virtual Experiences Through eSports-Type 'Cheering'
1 Introduction
2 Theoretical Background
2.1 Prior Research
2.2 Subscription Gifting Program on Twitch
2.3 Stakeholders in Subscription Gifting on Twitch
3 Ecosystem with Interactive Cheering Functions
4 Method
5 Findings
6 Discussion
7 Conclusion
References
A Possibility of Value Co-creation in the Service Ecosystem of the Paid Media in Japan: Focusing on Viewers' Life Stories
1 Introduction
2 Literature Review
3 Method
4 Results
4.1 The Case of J and K
4.2 The Case of L and P
5 Discussion
References
Service Design Based on Customer Value Classification in IoT Systems
1 Introduction
2 Theoretical Overview
2.1 The IoT System
2.2 IoT System Step Classification
2.3 Provided Value Model by IoT System Step Classification
2.4 The Element of Value
3 Challenges of Step Classification Provided Value
4 Modification of the IoT System Step Classification Provided Value Model by Using Elements of Value
4.1 The Provided Value of Each Step by Combination of Elements of Value
4.2 Must-Be Quality
5 Proposed Service Design Procedure
6 Conclusion
References
"As Normal" Co-created by Visiting Nurses and Patients: Ethnographic Study on Visiting Nurse Station in Japan
1 Introduction
2 Method
3 Result and Discussion
3.1 Observe and Underst and the Daily Lives of Patient and Family
3.2 Exploring Care Service Methods Preferable to the Patient and Family, and Creating It
3.3 Using the Senses Obtained from Experience
3.4 Patient and Nurses Respond to Each Other
4 Concluding Remarks
References
Discovering Topics of Interest on Steam Community Using an LDA Approach
1 Introduction
2 Related Work
3 Data and Methods
3.1 Dataset
3.2 Latent Dirichlet Allocation (LDA) for Topic Modelling
4 Experimental Result
5 Conclusion
References
Dialogue Tool for Value Creation in Digital Transformation: Roadmapping for Machine Learning Applications
1 Introduction
2 Technology Roadmapping for Machine Learning Applications
3 Proposed Technology Roadmapping Method
4 Technology Roadmapping Workshop
4.1 Issues and Needs Map
4.2 Technology Seeds and Policy Map
4.3 Market Trend Map and Issues and Needs Trend Map
4.4 Technology Roadmap from the Needs/Seeds Matching Table
4.5 Strategic Story and Presentations
4.6 Evaluation of Roadmapping Workshop
5 Discussion
6 Conclusions
References
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Advances in the Human Side of Service Engineering

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