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 contribute and learn.