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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

  • Conference proceedings
  • © 2020

Overview

Editors:
  1. Jim Spohrer

    1. IBM Research - Almaden, San Jose, USA

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    You can also search for this editor in PubMed   Google Scholar

  2. Christine Leitner

    1. Centre for Economics and Public Administration, London, UK

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    You can also search for this editor in PubMed   Google Scholar

  • 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

Part of the book series: Advances in Intelligent Systems and Computing (AISC, volume 1208)

Included in the following conference series:

Conference proceedings info: AHFE 2020.

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Table of contents (44 papers)

  1. Front Matter

    Pages i-xv
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  2. Digital Services for Product Innovation

    1. Front Matter

      Pages 1-1
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    2. Identifying Trendsetters in Online Social Networks – A Machine Learning Approach

      • Martina Fricke, Freimut Bodendorf
      Pages 3-9

    3. Consume Less, Create More – Digital Services in the Context of Sustainability

      • Rebecca Fischer, Lena Pieper
      Pages 10-16

    4. “Innovation? Yes, I Can”–Individually Perceived Creative Self-efficacy as an Effect of Vividness Targeting Creativity Methods

      • Lena Pieper, Rebecca Fischer, Hauke Hasenknopf
      Pages 17-21

    5. Service Innovation for Cyborgs – Human Augmentation as a Self-experiment

      • Christian Zagel
      Pages 22-27

    6. Influence of Survey Link Locational Placement on the User Rating

      • Adelka Niels
      Pages 28-33

    7. 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
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    2. Research Approaches to Service Innovation: Organizational Perspectives

      • Laura C. Anderson, Kelly Lyons, Yuriko Sawatani
      Pages 43-49

    3. Innovation-as-a-Service: Emergent Lessons from an AI Innovation Management Project

      • Christine T. Wolf, Jeanette L. Blomberg
      Pages 50-56

    4. Barriers to Service Innovation Using Data Science

      • Rohan Alexander, Kelly Lyons
      Pages 57-62

    5. Service Design Approaches to Drive Employee Engagement

      • Laura C. Anderson, Cheryl A. Kieliszewski
      Pages 63-69

    6. Methodological Reinforcements: Investigating Work Through Trace Data and Text

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

  4. Service Design Techniques: Healthcare Applications

    1. Front Matter

      Pages 77-77
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    2. Architecture and Its Multifaceted Roles in Enabling Value Co-creation in the Context of Human-Centered Service Design

      • Markus Warg
      Pages 79-85

    3. Value Co-creation as the Core of Service Innovation: Impacts of a Case Study of a Fully Digitized Health Insurance Company

      • Roman Rittweger, Anselm Kronibus, Peter Weiß
      Pages 86-92

    4. Improving the User Experience for Healthcare Professionals Using a Conversational Agent to Complete Business Intelligence Analysis

      • Dorian Miller, Rebecca Niehus, Robert J. Moore
      Pages 93-99

    5. Design Principles for Health Service Innovations: Nudges from the IBM Health Records Service Platform

      • Ingo Bahrs, Ronald Fritz, Martin Semmann
      Pages 100-105

    6. A Conceptual Framework for Workforce Management: Impacts from Service Science and S-D Logic

      • Markus Frosch, Markus Warg
      Pages 106-115
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Other volumes

  1. Advances in Neuroergonomics and Cognitive Engineering

  2. Advances in Industrial Design

  3. Advances in Ergonomics in Design

  4. Advances in Safety Management and Human Performance

  5. Advances in Human Factors and Ergonomics in Healthcare and Medical Devices

  6. Advances in Simulation and Digital Human Modeling

  7. Advances in Human Factors and Systems Interaction

  8. Advances in the Human Side of Service Engineering

  9. Advances in Human Factors, Business Management and Leadership

  10. Advances in Human Factors in Robots, Drones and Unmanned Systems

  11. Advances in Human Factors in Training, Education, and Learning Sciences

  12. Advances in Human Aspects of Transportation

  13. Advances in Artificial Intelligence, Software and Systems Engineering

  14. Advances in Human Factors in Architecture, Sustainable Urban Planning and Infrastructure

  15. Advances in Physical, Social & Occupational Ergonomics

  16. Advances in Manufacturing, Production Management and Process Control

  17. Advances in Usability, User Experience, Wearable and Assistive Technology

  18. Advances in Creativity, Innovation, Entrepreneurship and Communication of Design

  19. Advances in Human Factors in Cybersecurity

Keywords

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 developmentof innovative services for various kinds of organizations. 


Editors and Affiliations

  • IBM Research - Almaden, San Jose, USA

    Jim Spohrer

  • Centre for Economics and Public Administration, London, UK

    Christine Leitner

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