Editors:
- 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)
Conference series link(s): AHFE: International Conference on Applied Human Factors and Ergonomics
Conference proceedings info: AHFE 2020.
Buy it now
Buying options
Tax calculation will be finalised at checkout
Other ways to access
This is a preview of subscription content, log in via an institution to check for access.
Table of contents (44 papers)
-
Front Matter
-
Digital Services for Product Innovation
-
Front Matter
-
-
Research Approaches to Service Innovation: Organizational Perspectives
-
Front Matter
-
-
Service Design Techniques: Healthcare Applications
-
Front Matter
-
Other Volumes
-
Advances in the Human Side of Service Engineering
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.
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
Book Title: Advances in the Human Side of Service Engineering
Book Subtitle: Proceedings of the AHFE 2020 Virtual Conference on The Human Side of Service Engineering, July 16-20, 2020, USA
Editors: Jim Spohrer, Christine Leitner
Series Title: Advances in Intelligent Systems and Computing
DOI: https://doi.org/10.1007/978-3-030-51057-2
Publisher: Springer Cham
eBook Packages: Engineering, Engineering (R0)
Copyright Information: The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG 2020
Softcover ISBN: 978-3-030-51056-5Published: 10 July 2020
eBook ISBN: 978-3-030-51057-2Published: 09 July 2020
Series ISSN: 2194-5357
Series E-ISSN: 2194-5365
Edition Number: 1
Number of Pages: XV, 328
Number of Illustrations: 23 b/w illustrations, 45 illustrations in colour
Topics: Cyber-physical systems, IoT, Engineering Economics, Organization, Logistics, Marketing, User Interfaces and Human Computer Interaction, Operations Research/Decision Theory, Computational Intelligence