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Advances in The Human Side of Service Engineering

Proceedings of the AHFE 2016 International Conference on The Human Side of Service Engineering, July 27-31, 2016, Walt Disney World®, Florida, USA

  • Conference proceedings
  • © 2017

Overview

Editors:
  1. Tareq Z. Ahram

    1. University of Central Florida , Orlando, USA

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    You can also search for this editor in PubMed   Google Scholar

  2. Waldemar Karwowski

    1. University of Central Florida , Orlando, USA

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    You can also search for this editor in PubMed   Google Scholar

  • Focuses on the suitability of engineering service systems for human use
  • Analyzes various aspects of People-Centered Service Systems
  • Discusses current technologies in the context of different organizations
  • Includes supplementary material: sn.pub/extras

Part of the book series: Advances in Intelligent Systems and Computing (AISC, volume 494)

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Table of contents (33 papers)

  1. Front Matter

    Pages i-xii
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  2. People-Centered Service Systems

    1. Front Matter

      Pages 1-1
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    2. Linking Business and Technology for Future Customer Creation

      • Yuriko Sawatani
      Pages 3-10

    3. User-Centered Arrangement of Public Services

      • Robert Rusek, Joan Colomer-Llinas
      Pages 11-21

    4. What Makes a System Smart? Wise?

      • Jim Spohrer, Clara Bassano, Paolo Piciocchi, Md. Abul Kalam Siddike
      Pages 23-34

    5. Physiological Evaluation and Quantification of Physician’s Cognitive Workload During Interaction with Computer Based Clinical System

      • Prithima Reddy Mosaly, Lukasz Mazur, Lawrence Marks
      Pages 35-44

    6. Measuring Cognitive Workload and General Activity of Controllers in Hazardous Liquids and Gas Control Rooms

      • Michele Terranova, Charles Alday
      Pages 45-48

    7. Assessing the Quality of the A3 Thinking Tool for Problem Solving

      • Alison Amos, Kinley Taylor, Kendra Johnson, Elizabeth Comitz, Robert Adams, Gregg Tracton et al.
      Pages 49-61

    8. Ethics in Service Design for Children with Autism and Cognitive Disabilities

      • Debra Satterfield
      Pages 63-72

    9. Integrating Health Services Engineering: A Multidimensional Approach

      • Carolyn Hamasaki Brown
      Pages 73-79

    10. Use of Smart Phones to Improve the Human Factors Engineering of People Suffering from Chronic Diseases

      • Salah A. M. Elshourbagy
      Pages 81-91

    11. 3DPro—Development of Low-Cost Prosthetics Using 3D Printing Technologies

      • Christian Zagel, Sebastian Huber, Jochen Süßmuth, Markus Obermeier, Freimut Bodendorf
      Pages 93-99

    12. Virtual Rehabilitation Use for Paretic Upper Limb for Individuals with Chronic Hemiparetic Stroke

      • Renata Cristina Magalhães Lima, Ana Paula Dias de Menezes, Maria Carolina Gomes Inácio, Silvia Moreira Amaral, Regiane Relva Romano
      Pages 101-111

  3. Cognitive Workload to Performance During Human-Computer Interactions

    1. Front Matter

      Pages 113-113
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    2. Classification of EEG Features for Prediction of Working Memory Load

      • Anthony Abrantes, Elizabeth Comitz, Prithima Mosaly, Lukasz Mazur
      Pages 115-126

    3. Are Behavioral Measures Useful for Detecting Cognitive Workload During Human-Computer Interaction?

      • Seth Elkin-Frankston, Bethany K. Bracken, Scott Irvin, Michael Jenkins
      Pages 127-137

    4. Workload Model for Situation Awareness

      • Richard Steinberg, Alice Diggs, Dan Donohoo
      Pages 139-147

  4. Data-Driven Services in Omni-Channel Customer Relations

    1. Front Matter

      Pages 149-149
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    2. Using Smartphones for Information Retrieval in Omnichannel Scenarios—Assessing the Effectiveness of Technological Triggers

      • Christian Zagel, Adelka Niels, Freimut Bodendorf
      Pages 151-159

    3. Computer-Related Attributions: An Intercultural Comparison

      • Monique Janneck, Jianqing Xiao, Adelka Niels
      Pages 161-172
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Keywords

About this book

This book explores the different ways in which human-factors engineering influences organizations’ and enterprises’ well-being and competitiveness. It covers a wealth of interrelated topics such as service engineering, service science, human-computer interaction, service usability, attitude and opinion assessment, servicescape design and evaluation, and training for service delivery. Further topics include service systems modeling, anthropology in service science, and customer experience, as well as ethical issues and the impact of an aging society. Based on the AHFE 2016 International Conference on The Human Side of Service Engineering, held on July 27-31, 2016, in Walt Disney World®, Florida, USA, the book provides readers with a comprehensive, general view of current research and challenges in the important field of service engineering. It also provides practical insights into the development of services for different kinds of organizations, including health care organizations, aviation providers, manpower allocation, hospitality and entertainment, as well as banking and financial institutions. 

Editors and Affiliations

  • University of Central Florida , Orlando, USA

    Tareq Z. Ahram, Waldemar Karwowski

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