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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

  • Jim Spohrer
  • Christine  Leitner
Conference proceedings AHFE 2020

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

Table of contents

  1. Front Matter
    Pages i-xv
  2. Digital Services for Product Innovation

  3. Research Approaches to Service Innovation: Organizational Perspectives

    1. Front Matter
      Pages 41-41
    2. Laura C. Anderson, Kelly Lyons, Yuriko Sawatani
      Pages 43-49
    3. Rohan Alexander, Kelly Lyons
      Pages 57-62
    4. Laura C. Anderson, Cheryl A. Kieliszewski
      Pages 63-69
    5. Corey Jackson, Laura C. Anderson, Cheryl A. Kieliszewski
      Pages 70-76
  4. Service Design Techniques: Healthcare Applications

    1. Front Matter
      Pages 77-77
    2. Yasunori Yamada, Kaoru Shinkawa, Akihiro Kosugi, Masatomo Kobayashi, Hironobu Takagi, Miyuki Nemoto et al.
      Pages 131-137
    3. Shengzhi Wang, Ellen E. Lee, Benjamin Zywicki, Ho-Cheol Kim, Dilip Jeste, Camille Nebeker
      Pages 138-145
    4. Saturnina Alves da Silva Martins, Marcia Terra da Silva, Ivonaldo Vicente da Silva
      Pages 146-151
  5. Emerging Research Innovations in AI, User Experience and Design

  6. Challenges and Opportunities for Designing Smart Service with Artificial Intelligence

    1. Front Matter
      Pages 203-203
    2. Jens Neuhüttler, Holger Kett, Sandra Frings, Jürgen Falkner, Walter Ganz, Florian Urmetzer
      Pages 212-219
    3. Hyo-Jin Kang, Jieun Han, Bokyung Yun, Gyu Hyun Kwon
      Pages 220-227
  7. Service Science and Knowledge Science

    1. Front Matter
      Pages 229-229
    2. Alexander Rossmann, Alfred Zimmermann, Dieter Hertweck
      Pages 237-243
    3. Sergio Barile, Clara Bassano, Mattia Lettieri, Paolo Piciocchi, Marialuisa Saviano
      Pages 251-258
    4. Pavinee Rerkjirattikal, Van-Nam Huynh, Sun Olapiriyakul, Thepchai Supnithi
      Pages 259-264
    5. Raveekiat Singhaphandu, Van-Nam Huynh, Warut Pannakkong
      Pages 265-270
    6. Alfred Zimmermann, Kurt Sandkuhl, Rainer Schmidt, Dieter Hertweck, Alexander Rossmann
      Pages 289-296
  8. Empowerment of Citizens, Public Sector Employees and Other Stakeholders in the Digital Age

    1. Front Matter
      Pages 297-297
    2. Leonard Walletzký, Luca Carrubbo, Angeliki Maria Toli, Mouzhi Ge, Františka Romanovská
      Pages 306-312

Other volumes

  1. Proceedings of the AHFE 2020 Virtual Conferences on Neuroergonomics and Cognitive Engineering, and Industrial Cognitive Ergonomics and Engineering Psychology, July 16-20, 2020, USA
  2. Proceedings of the AHFE 2020 Virtual Conferences on Design for Inclusion, Affective and Pleasurable Design, Interdisciplinary Practice in Industrial Design, Kansei Engineering, and Human Factors for Apparel and Textile Engineering, July 16–20, 2020, USA
  3. Proceedings of the AHFE 2020 Virtual Conference on Ergonomics in Design, July 16–20, 2020, USA
  4. Proceedings of the AHFE 2020 Virtual Conferences on Safety Management and Human Factors, and Human Error, Reliability, Resilience, and Performance, July 16-20, 2020, USA
  5. Proceedings of the AHFE 2020 Virtual Conference on Human Factors and Ergonomics in Healthcare and Medical Devices, July 16-20, 2020, USA
  6. Proceedings of the AHFE 2020 Virtual Conferences on Human Factors and Simulation, and Digital Human Modeling and Applied Optimization, July 16-20, 2020, USA
  7. Proceedings of the AHFE 2020 Virtual Conference on Human Factors and Systems Interaction, July 16-20, 2020, USA
  8. 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
  9. Proceedings of the AHFE 2020 Virtual Conferences on Human Factors, Business Management and Society, and Human Factors in Management and Leadership, July 16-20, 2020, USA
  10. Proceedings of the AHFE 2020 Virtual Conference on Human Factors in Robots, Drones and Unmanned Systems, July 16-20, 2020, USA
  11. Proceedings of the AHFE 2020 Virtual Conference on Human Factors in Training, Education, and Learning Sciences, July 16-20, 2020, USA
  12. Proceedings of the AHFE 2020 Virtual Conference on Human Aspects of Transportation, July 16-20, 2020, USA
  13. Proceedings of the AHFE 2020 Virtual Conferences on Software and Systems Engineering, and Artificial Intelligence and Social Computing, July 16-20, 2020, USA
  14. Proceedings of the AHFE 2020 Virtual Conference on Human Factors in Architecture, Sustainable Urban Planning and Infrastructure, 16-20 July, 2020, USA
  15. Proceedings of the AHFE 2020 Virtual Conferences on Physical Ergonomics and Human Factors, Social & Occupational Ergonomics and Cross-Cultural Decision Making, July 16–20, 2020, USA
  16. Proceedings of the AHFE 2020 Virtual Conferences on Human Aspects of Advanced Manufacturing, Advanced Production Management and Process Control, and Additive Manufacturing, Modeling Systems and 3D Prototyping, July 16–20, 2020, USA
  17. Proceedings of the AHFE 2020 Virtual Conferences on Usability and User Experience, Human Factors and Assistive Technology, Human Factors and Wearable Technologies, and Virtual Environments and Game Design, July 16-20, 2020, USA
  18. Proceedings of the AHFE 2020 Virtual Conferences on Creativity, Innovation and Entrepreneurship, and Human Factors in Communication of Design, July 16-20, 2020, USA
  19. AHFE 2020 Virtual Conference on Human Factors in Cybersecurity, July 16–20, 2020, USA

About these proceedings

Introduction

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 development of 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

  • Jim Spohrer
    • 1
  • Christine  Leitner
    • 2
  1. 1.IBM Research - AlmadenSan JoseUSA
  2. 2.Centre for Economics and Public AdministrationLondonUK

Bibliographic information

  • DOI http://doi.org/10.1007/978-3-030-51057-2
  • Copyright Information The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG 2020
  • Publisher Name Springer, Cham
  • eBook Packages Engineering Engineering (R0)
  • Print ISBN 978-3-030-51056-5
  • Online ISBN 978-3-030-51057-2
  • Series Print ISSN 2194-5357
  • Series Online ISSN 2194-5365
  • Buy this book on publisher's site