Advances in the Human Side of Service Engineering

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ISBN 9781439870266
Cat# K13231



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  • Discusses how system dynamics can be used to improve healthcare systems
  • Investigates the role of learning and creativity in enhancing the practice of co-creating service innovation and designing for user enthusiasm
  • Explores human-centered system integration and intelligent space in designing for the elderly
  • Covers opportunities for social media features in services businesses and possible pitfalls of replacing people agents with technology
  • Details a conceptual framework for governance and management of the decision making process for corporate communication
  • Demonstrates the impact of using text mining techniques to automate analysis and classification of large amounts of customer compliments and complaints


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 to this quickly evolving area and make lasting contributions.

Table of Contents

Section I. Health Services
Service Process Visualization in Nursing-Care Service Using State Transition Model, H. Miwa, T. Fukuhara, and T. Nishimura
Self-Service for Personal Health Monitoring and Decisions, Z. Pasek and G. Bacioiu
A Study of the Productivity Enhancement in Medical Practice by the Introduction of a Handheld Tablet Computer, K. Yamada, S. Ishikawa, Y. Sakamoto, Y. Motomura, T. Nishimura, and T. Sugioka

Section II. Service Innovation
Human-Centric Approach of Value Proposition in New Generation Digital Business, T. Kita
Value Co-Creation in R&D, Y. Sawatani and T. Arimoto
Social Networks for Outsourcing and Developing a Firm's Creativity, M. Colurcio, M. Tregua, M. Melia, and A. Caridà
Creativity and Learning in the Practices of Service Innovation, T. Russo Spena and C. Mele
Service Design to Evoke Users’ Enthusiasm - Proposal and Evaluation of a Museum Information Providing Service, M. Takahashi, Y. Yasuma, and M. Nakanishi
Ergonomics at Home: Contribution to the Design of a Smart Home Lighting Service, G. Poizat, M. Fréjus, and Y. Haradji
Designing a Mobile-Based Banking Service: The MOBSERV Project, A. Simões, S. Guerreiro, A. Ferreira, S. Rôla, and G. Freire

Section III. Societal Factors
Human Centered System Integration (HCSI): Case Study of Elderly Care Service Design, S. Basapur and K. Sato
Integrating Healthcare Service with Ambient Interactive Systems: Conceptual Framework, J. Sun, S. Basapur and K. Sato
Entrusting the Reply of Satisfaction or Physical Condition for Services to Unconscious Responses Reflecting Activities of the Autonomic Nervous System, H. Okawai, K. Kato, and D. Baya
The Intelligent Space for the Elderly - Including Activity Detection, S. Tivatansakul, S. Tanupaprungsun, K. Areekijseree, T. Achalakul, K. Hirasawa, S. Sawada, A. Saitoh, and M. Ohkura
Patient Engagement – Implications to Service Engineering, I. Riippa and K. Reijonsaari

Section IV. Service System Frameworks
A Distributed-Cognition Based Method for Finding Social Feature Opportunities in Business Services, K. Lyons and S. Marks
Distributed Cognition, Service Science and 3D Multi-User Virtual Environments, N. Flor
The Role of Positive Emotions in the Creation of Positively Deviant Business to Business Services: Examination of Employee and Customer Perceptions, M. Fischer
Change in Organization - Emerging Situations, Character and Praxis, T. Keränen
Using a Business Ecosystem Network to Expose and Predict Budgetary Risk Caused by Various Human Factors, N. Boyette and H. Fang
Computational Modeling of Real-World Services for a Co-Creative Society, T. Takenaka, H. Koshiba, and Y. Motomura
Case Study Analysis of Higher Education and Industry Partnership Service Delivery, D. Nielsen and A. White
Co-Producing Value through Public Transit Information Services, A. Steinfeld, S. Rao, A. Tran, J. Zimmerman, and A. Tomasic
Integrating a User Interface Design Environment into SOA and Service Engineering, D. Dunkle
B to B (Business to Business) Product Planning and Platform Making by the Business User Model, T. Mizumoto and K. Yamazaki

Section V. Service Design
User eXperience in Service Design: Defining a Common Ground from Different Fields, K. Touloum and D. Idoughi, Algeria, and A. Seffah
A Proposal of the Service Design Method and the Service Example Based on Human Design Technology, K. Yasui and T. Yamaoka
Facilitating Service Development in a Multi-Agent Environment: Different Roles of Consultancy, I. Lappalainen, K. Kallio, and M. Toivonen
Three Approaches to Co-Creating Services with Users, E. Kaasinen, K. Koskela-Huotari, V. Ikonen, M. Niemelä, and P. Näkki
Interactive Design Method Based on Structured-Scenario, K. Kusano, M. Nakatani, and T. Ohno
Black Female Voices: Designing an HIV Health Information Artifact, F. Cobb Payton, J. Kiwanuka-Tondo, and L. Kvasny

Section VI. Organizations and Change
Smart Governance to Mediate Human Expectations and Systems Context Interactions, P. Piciocchi, J. Spohrer, C. Bassano, and A. Giuiusa
Governing Human Relations to Promote Local Service Systems in Processes of Internationalization, I. Orlando, A. Siniscalchi, P. Piciocchi, C. Bassano, and A. Amendola
A VSA Communication Model for Service Systems Governance, A. Siano, P. Piciocchi, M. Volpe, M. Confetto, A. Vollero, and M. Siglioccolo
The ARISTOTELE Project for Governing Human Capital Intangible Assets: A Service Science and Viable Systems Perspective, S. Salerno, P. Piciocchi, C. Bassano, P. Ritrovato, and G. Santoro
Human Resources for Governing Business Dynamics. The Viable Systems Approach, G. Golinelli and C. Bassano
Modeling Cooperative Behaviors in Innovation Networks: An Empirical Analysis, L. Prota, M. D'Esposito, D. De Stefano, G. Giordano, and M. Vitale
Introduction of Computer Supported Quality Control Circle in a Japanese Cuisine Restaurant, R. Ueoka, T. Shinmura, R. Tenmoku, T. Okuma, and T. Kurata
Leading Change by Playing: Design and Implementation of a Management Game for Aviation Ground Services, J. Kramer, F. Mayer, M. Gassner, and R. Nägele
Incorporating Kano's Model and Markov Chain into Kansei Engineering in Services, M. Hartono, T. Chuan, and J. Peacock
A Comparative Analysis of Lean Techniques, E. Cudney
An Analysis of the Impact of Lean on Safety, E. Cudney, S. Murray, and P. Pai

Section VII. Value Co-Creation and Customers
Value Orchestration Platform: Model and Strategies, K. Kijima, T. Rintamki, and L. Mitronen
Service Space Communication by Voice Tweets in Nursing, K. Torii, N. Uchihira, T. Chino, K. Iwata, T. Murakami, and T. Tanaka
Service Modeling of Compliments and Complaints and Its Implications for Value Co-Creation, F. Villarroel Ordenes, M. Zaki, B. Theodoulidis and J. Burton
Co-Creating Value to Increase Service Productivity – Impacts of Outputs and Inputs for the Product-Supporting Service Value Chain, A. Rößner, F. Kicherer and R. Nägele

Index of Authors