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  • Conference proceedings
  • © 2021

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

  • Reports on smarter and wiser service systems

  • Focuses on the study of people as the key variable in service systems

  • Includes interdisciplinary contributions to service innovation and co-creation of value

  • Addresses key issues in public policy, participatory governance, privacy, and ethics

Part of the book series: Lecture Notes in Networks and Systems (LNNS, volume 266)

Conference series link(s): AHFE: International Conference on Applied Human Factors and Ergonomics

Conference proceedings info: AHFE 2021.

Buying options

eBook USD 169.00
Price excludes VAT (USA)
  • ISBN: 978-3-030-80840-2
  • 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 219.99
Price excludes VAT (USA)

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Table of contents (60 papers)

  1. Front Matter

    Pages i-xvi
  2. Re-Balancing Benefits in the Digital Age

    1. Front Matter

      Pages 1-1
    2. The Human-Side of Service Engineering: Advancing Technology’s Impact on Service Innovation

      • Wojciech Cellary, Louis E. Freund, Stephen K. Kwan, Christine Leitner, Jim Spohrer
      Pages 3-17
    3. New Ecosystem Based on Big Data for More Digital Impact

      • Loris Schmid, Christoph Glauser
      Pages 18-26
    4. emyConnect: Building a Smart Public Service for Young Mobile Europeans

      • Andreas Martin, Mohammad Allagha, Yuri Misnikov
      Pages 37-44
    5. The Engagement Catalyst Initiative: How One Global Organization Activates and Energizes Employee Engagement

      • Laura Challman Anderson, Michal Jacovi, Jonathan Lenchner, Jade Nguyen Strattner
      Pages 45-53
  3. Addressing Complexity in the Emerging Platform Society

    1. Front Matter

      Pages 55-55
    2. Exploring New Digital Age Challenges

      • Clara Bassano, Sergio Barile, Paolo Piciocchi, Marialuisa Saviano, James C. Spohrer
      Pages 57-66
    3. Ecosystems Transformation for Social Change: How to Challenge Emergency Through Emergence

      • Francesco Polese, Mara Grimaldi, Orlando Troisi
      Pages 77-88
    4. The Role of Technological Platforms in Co-creating Symbiotic Relationships Between Firms and Society

      • Pierpaolo Testa, Luigi Cantone, Giuseppe Fabio Cantone, Jay Kandampully
      Pages 89-96
    5. Digital Transformation in the Era of Covid-19

      • Marco Tregua, Cristina Mele, Tiziana Russo-Spena, Maria Luisa Marzullo, Adriana Carotenuto
      Pages 97-105
    6. Management of Smart City in Lens of Viable System Approach

      • Leonard Walletzký, Luca Carrubbo, Františka Romanovská
      Pages 106-114
  4. Enhancing Interdisciplinarity in Service Innovation

    1. Front Matter

      Pages 115-115
    2. Approaching Sustainability in Interdisciplinary Teams

      • Rebecca Fischer, Hauke Hasenknopf
      Pages 126-131
    3. The Impact of the Master’s Program ZukunftsDesign on Student Creativity

      • Lena Pieper, Annika Linsner, Franziska Leutner
      Pages 132-140

Other Volumes

  1. Advances in Neuroergonomics and Cognitive Engineering

    Proceedings of the AHFE 2021 Virtual Conferences on Neuroergonomics and Cognitive Engineering, Industrial Cognitive Ergonomics and Engineering Psychology, and Cognitive Computing and Internet of Things, July 25-29, 2021, USA
  2. Advances in Industrial Design

    Proceedings of the AHFE 2021 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 25-29, 2021, USA
  3. Advances in Ergonomics in Design

    Proceedings of the AHFE 2021 Virtual Conference on Ergonomics in Design, July 25-29, 2021, USA
  4. Advances in Safety Management and Human Performance

    Proceedings of the AHFE 2021 Virtual Conferences on Safety Management and Human Factors, and Human Error, Reliability, Resilience, and Performance, July 25-29, 2021, USA
  5. Advances in Human Factors and Ergonomics in Healthcare and Medical Devices

    Proceedings of the AHFE 2021 Virtual Conference on Human Factors and Ergonomics in Healthcare and Medical Devices, July 25-29, 2021, USA
  6. Advances in Simulation and Digital Human Modeling

    Proceedings of the AHFE 2021 Virtual Conferences on Human Factors and Simulation, and Digital Human Modeling and Applied Optimization, July 25-29, 2021, USA
  7. Advances in Human Factors and System Interactions

    Proceedings of the AHFE 2021 Virtual Conference on Human Factors and Systems Interaction, July 25-29, 2021, USA
  8. 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
  9. Advances in Human Factors, Business Management and Leadership

    Proceedings of the AHFE 2021 Virtual Conferences on Human Factors, Business Management and Society, and Human Factors in Management and Leadership, July 25-29, 2021, USA
  10. Advances in Human Factors in Robots, Unmanned Systems and Cybersecurity

    Proceedings of the AHFE 2021 Virtual Conferences on Human Factors in Robots, Drones and Unmanned Systems, and Human Factors in Cybersecurity, July 25-29, 2021, USA
  11. Advances in Human Factors in Training, Education, and Learning Sciences

    Proceedings of the AHFE 2021 Virtual Conference on Human Factors in Training, Education, and Learning Sciences, July 25-29, 2021, USA
  12. Advances in Human Aspects of Transportation

    Proceedings of the AHFE 2021 Virtual Conference on Human Aspects of Transportation, July 25-29, 2021, USA
  13. Advances in Artificial Intelligence, Software and Systems Engineering

    Proceedings of the AHFE 2021 Virtual Conferences on Human Factors in Software and Systems Engineering, Artificial Intelligence and Social Computing, and Energy, July 25-29, 2021, USA
  14. Advances in Human Factors in Architecture, Sustainable Urban Planning and Infrastructure

    Proceedings of the AHFE 2021 Virtual Conference on Human Factors in Architecture, Sustainable Urban Planning and Infrastructure, July 25-29, 2021, USA
  15. Advances in Physical, Social & Occupational Ergonomics

    Proceedings of the AHFE 2021 Virtual Conferences on Physical Ergonomics and Human Factors, Social & Occupational Ergonomics, and Cross-Cultural Decision Making, July 25-29, 2021, USA
  16. Advances in Manufacturing, Production Management and Process Control

    Proceedings of the AHFE 2021 Virtual Conferences on Human Aspects of Advanced Manufacturing, Advanced Production Management and Process Control, and Additive Manufacturing, Modeling Systems and 3D Prototyping, July 25-29, 2021, USA
  17. Advances in Usability, User Experience, Wearable and Assistive Technology

    Proceedings of the AHFE 2021 Virtual Conferences on Usability and User Experience, Human Factors and Wearable Technologies, Human Factors in Virtual Environments and Game Design, and Human Factors and Assistive Technology, July 25-29, 2021, USA
  18. Advances in Creativity, Innovation, Entrepreneurship and Communication of Design

    Proceedings of the AHFE 2021 Virtual Conferences on Creativity, Innovation and Entrepreneurship, and Human Factors in Communication of Design, July 25-29, 2021, USA
  19. Advances in Human Dynamics for the Development of Contemporary Societies

    Proceedings of the AHFE 2021 Virtual Conference on Human Dynamics for the Development of Contemporary Societies, July 25-29, 2021, 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 2021 Conference on the Human Side of Service Engineering, held virtually on 25–29 July, 2021, from USA, this 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-centered Service Design
  • Improving User Experience
  • AI in Service Companies
  • Service Systems Standard
  • Health Service Innovation
  • Digital Transformation of Service Systems
  • Human-centered Service Systems
  • Digital technologies in Healthcare
  • Digital Transformation of Education
  • AI and user experience
  • Digital Transformation of Business
  • Value Co-creation
  • Service Design for Smart Cities
  • Smart Products and Services
  • Relationship between Business and Society
  • Health Emergency and Social Change
  • AHFE 2021 Proceedings

Editors and Affiliations

  • Centre for Economics and Public Administration, London, UK

    Christine Leitner

  • Fraunhofer IAO, Stuttgart, Germany

    Walter Ganz

  • California State University, Orange, USA

    Debra Satterfield

  • University of Naples Parthenope, Avellino, Italy

    Clara Bassano

Bibliographic Information

Buying options

eBook USD 169.00
Price excludes VAT (USA)
  • ISBN: 978-3-030-80840-2
  • 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 219.99
Price excludes VAT (USA)