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  • Conference proceedings
  • © 2020

Advances in the Human Side of Service Engineering

Proceedings of the AHFE 2020 Virtual Conference on The Human Side of Service Engineering, July 16-20, 2020, USA

  • Reports on smarter and wiser service systems

  • Highlights the need to consider human factors when designing innovative service systems

  • Addresses issues concerning governance, privacy, and the ethics of service systems

Conference proceedings info: AHFE 2020.

Buying options

eBook USD 149.00
Price excludes VAT (USA)
  • ISBN: 978-3-030-51057-2
  • Instant PDF download
  • Readable on all devices
  • Own it forever
  • Exclusive offer for individuals only
  • Tax calculation will be finalised during checkout
Softcover Book USD 199.99
Price excludes VAT (USA)

This is a preview of subscription content, access via your institution.

Table of contents (44 papers)

  1. Front Matter

    Pages i-xv
  2. Digital Services for Product Innovation

    1. Front Matter

      Pages 1-1
    2. Why Do You Listen to This? Experiencing Black Metal

      • Hauke Hasenknopf, Nassrin Hajinejad, Lena Pieper, Rebecca Fischer
      Pages 34-40
  3. Research Approaches to Service Innovation: Organizational Perspectives

    1. Front Matter

      Pages 41-41
    2. Research Approaches to Service Innovation: Organizational Perspectives

      • Laura C. Anderson, Kelly Lyons, Yuriko Sawatani
      Pages 43-49
    3. Barriers to Service Innovation Using Data Science

      • Rohan Alexander, Kelly Lyons
      Pages 57-62
    4. Service Design Approaches to Drive Employee Engagement

      • Laura C. Anderson, Cheryl A. Kieliszewski
      Pages 63-69
    5. Methodological Reinforcements: Investigating Work Through Trace Data and Text

      • Corey Jackson, Laura C. Anderson, Cheryl A. Kieliszewski
      Pages 70-76

Other Volumes

  1. Advances in Neuroergonomics and Cognitive Engineering

    Proceedings of the AHFE 2020 Virtual Conferences on Neuroergonomics and Cognitive Engineering, and Industrial Cognitive Ergonomics and Engineering Psychology, July 16-20, 2020, USA
  2. Advances in Industrial Design

    Proceedings of the AHFE 2020 Virtual Conferences on Design for Inclusion, Affective and Pleasurable Design, Interdisciplinary Practice in Industrial Design, Kansei Engineering, and Human Factors for Apparel and Textile Engineering, July 16–20, 2020, USA
  3. Advances in Ergonomics in Design

    Proceedings of the AHFE 2020 Virtual Conference on Ergonomics in Design, July 16–20, 2020, USA
  4. Advances in Safety Management and Human Performance

    Proceedings of the AHFE 2020 Virtual Conferences on Safety Management and Human Factors, and Human Error, Reliability, Resilience, and Performance, July 16-20, 2020, USA
  5. Advances in Human Factors and Ergonomics in Healthcare and Medical Devices

    Proceedings of the AHFE 2020 Virtual Conference on Human Factors and Ergonomics in Healthcare and Medical Devices, July 16-20, 2020, USA
  6. Advances in Simulation and Digital Human Modeling

    Proceedings of the AHFE 2020 Virtual Conferences on Human Factors and Simulation, and Digital Human Modeling and Applied Optimization, July 16-20, 2020, USA
  7. Advances in Human Factors and Systems Interaction

    Proceedings of the AHFE 2020 Virtual Conference on Human Factors and Systems Interaction, July 16-20, 2020, USA
  8. Advances in the Human Side of Service Engineering

    Proceedings of the AHFE 2020 Virtual Conference on The Human Side of Service Engineering, July 16-20, 2020, USA
  9. Advances in Human Factors, Business Management and Leadership

    Proceedings of the AHFE 2020 Virtual Conferences on Human Factors, Business Management and Society, and Human Factors in Management and Leadership, July 16-20, 2020, USA
  10. Advances in Human Factors in Robots, Drones and Unmanned Systems

    Proceedings of the AHFE 2020 Virtual Conference on Human Factors in Robots, Drones and Unmanned Systems, July 16-20, 2020, USA
  11. Advances in Human Factors in Training, Education, and Learning Sciences

    Proceedings of the AHFE 2020 Virtual Conference on Human Factors in Training, Education, and Learning Sciences, July 16-20, 2020, USA
  12. Advances in Human Aspects of Transportation

    Proceedings of the AHFE 2020 Virtual Conference on Human Aspects of Transportation, July 16-20, 2020, USA
  13. Advances in Artificial Intelligence, Software and Systems Engineering

    Proceedings of the AHFE 2020 Virtual Conferences on Software and Systems Engineering, and Artificial Intelligence and Social Computing, July 16-20, 2020, USA
  14. Advances in Human Factors in Architecture, Sustainable Urban Planning and Infrastructure

    Proceedings of the AHFE 2020 Virtual Conference on Human Factors in Architecture, Sustainable Urban Planning and Infrastructure, 16-20 July, 2020, USA
  15. Advances in Physical, Social & Occupational Ergonomics

    Proceedings of the AHFE 2020 Virtual Conferences on Physical Ergonomics and Human Factors, Social & Occupational Ergonomics and Cross-Cultural Decision Making, July 16–20, 2020, USA
  16. Advances in Manufacturing, Production Management and Process Control

    Proceedings of the AHFE 2020 Virtual Conferences on Human Aspects of Advanced Manufacturing, Advanced Production Management and Process Control, and Additive Manufacturing, Modeling Systems and 3D Prototyping, July 16–20, 2020, USA
  17. Advances in Usability, User Experience, Wearable and Assistive Technology

    Proceedings of the AHFE 2020 Virtual Conferences on Usability and User Experience, Human Factors and Assistive Technology, Human Factors and Wearable Technologies, and Virtual Environments and Game Design, July 16-20, 2020, USA
  18. Advances in Creativity, Innovation, Entrepreneurship and Communication of Design

    Proceedings of the AHFE 2020 Virtual Conferences on Creativity, Innovation and Entrepreneurship, and Human Factors in Communication of Design, July 16-20, 2020, USA
  19. Advances in Human Factors in Cybersecurity

    AHFE 2020 Virtual Conference on Human Factors in Cybersecurity, July 16–20, 2020, USA

About this book

This book reports on cutting-edge research and best practices in developing innovative service systems. It covers issues concerning the suitability of a given system for human use, human services, and excellent human experiences.  It explores a wide range of ways in which human factors in engineering, ergonomics, human–computer interaction (HCI), cognitive engineering, and many other disciplines can contribute to the design and management of service systems. It considers aspects related to cost effectiveness, ethics, and privacy, among others, and covers applications in many areas, from healthcare to education, transportation, and the economy. Based on the AHFE 2020 Virtual Conference on the Human Side of Service Engineering, held on July 16–20, 2020, the book provides readers with a comprehensive overview of current research and future challenges in the field of service engineering, together with practical insights into the development of innovative services for various kinds of organizations. 


Keywords

  • Human Systems Integration
  • Accident prevention systems
  • Human-centered service design
  • Speech analysis systems
  • Service Design and Innovation
  • Detecting cognitive impairment
  • AI in service companies
  • Service Systems Standard
  • Health service innovation
  • Digital Transformation of Service Systems
  • Human-centered Service Systems
  • Digital technologies in healthcare
  • AI and user experience
  • Knowledge intensity
  • Chatbots performance
  • Customer service quality
  • Intelligence Augmentation in decision-making
  • Service design for smart cities
  • Technologies for disaster management
  • AHFE 2020 Proceedings

Editors and Affiliations

  • IBM Research - Almaden, San Jose, USA

    Jim Spohrer

  • Centre for Economics and Public Administration, London, UK

    Christine Leitner

Bibliographic Information

Buying options

eBook USD 149.00
Price excludes VAT (USA)
  • ISBN: 978-3-030-51057-2
  • Instant PDF download
  • Readable on all devices
  • Own it forever
  • Exclusive offer for individuals only
  • Tax calculation will be finalised during checkout
Softcover Book USD 199.99
Price excludes VAT (USA)