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 by Jim Spohrer, Christine Leitner 3030510573 9783030510572

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Product details:

• ISBN 10: 3030510573
• ISBN 13: 9783030510572
• Author: Jim Spohrer, Christine Leitner

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.

Table of contents:

1. Identifying Trendsetters in Online Social Networks – A Machine Learning Approach
2. Consume Less, Create More – Digital Services in the Context of Sustainability
3. “Innovation? Yes, I Can”–Individually Perceived Creative Self-efficacy as an Effect of Vividness Targeting Creativity Methods
4. Service Innovation for Cyborgs – Human Augmentation as a Self-experiment
5. Influence of Survey Link Locational Placement on the User Rating
6. Why Do You Listen to This? Experiencing Black Metal
7. Research Approaches to Service Innovation: Organizational Perspectives
8. Research Approaches to Service Innovation: Organizational Perspectives
9. Innovation-as-a-Service: Emergent Lessons from an AI Innovation Management Project
10. Barriers to Service Innovation Using Data Science
11. Service Design Approaches to Drive Employee Engagement
12. Methodological Reinforcements: Investigating Work Through Trace Data and Text
13. Service Design Techniques: Healthcare Applications
14. Architecture and Its Multifaceted Roles in Enabling Value Co-creation in the Context of Human-Centered Service Design
15. Value Co-creation as the Core of Service Innovation: Impacts of a Case Study of a Fully Digitized Health Insurance Company
16. Improving the User Experience for Healthcare Professionals Using a Conversational Agent to Complete Business Intelligence Analysis
17. Design Principles for Health Service Innovations: Nudges from the IBM Health Records Service Platform
18. A Conceptual Framework for Workforce Management: Impacts from Service Science and S-D Logic
19. Microfoundations for Building Systems of Engagement: Enable Actor Engagement Using Service Dominant Architecture
20. Analyzing the Role of Artificial Intelligence in the Development of Human-Centered Service
21. Predicting Future Accident Risks of Older Drivers by Speech Data from a Voice-Based Dialogue System: A Preliminary Result
22. Predictive Analytics and the Return of “Research” Information to Participants
23. The Use of Digital Technologies and the Transformation of Work in a Hemodialysis Clinic
24. Emerging Research Innovations in AI, User Experience and Design
25. Thoughts on Design Education’s Future
26. Locked Out: Engaging Design Students in UX and Access Design Processes to Address Homelessness in Los Angeles
27. A New Approach for Experience Design Education: Developing Conceptual Framework with Storytelling
28. Creating Socially Conscious Designers Through the Lens of Empathy
29. AI Is the New UX: Emerging Research Innovations in AI, User Experience, and Design as They Apply to Industry, Business, and Education, and Ethics
30. Mitigating Misinformation: Using Simulations to Examine the Effectiveness of Potential Strategies
31. Picking Apart the Black Box: Sociotechnical Contours of Accessibility in AI/ML Software Engineering
32. Challenges and Opportunities for Designing Smart Service with Artificial Intelligence
33. Typology-Based Analysis of Artificial Intelligence in Service Companies
34. Artificial Intelligence as Driver for Business Model Innovation in Smart Service Systems
35. Validating and Improving the Smart Servicescape Wheel: A Qualitative Video Analysis
36. Service Science and Knowledge Science
37. Value-Dominant Logic: An Evolving Quantum Theory of Economics
38. The Impact of Chatbots on Customer Service Performance
39. Can Humans Learn from AI? A Fundamental Question in Knowledge Science in the AI Era
40. Intelligence Augmentation (IA) in Complex Decision Making: A New View of the vSa Concept of Relevance
41. A Framework for a Practical Nurse Scheduling Approach: A Case of Operating Room of a Hospital in Thailand
42. Analysis and Feedback of Movement in Manual Assembly Process
43. Towards an Application of Remote Sensing Technology for Decision Making During Natural Disaster
44. Case Study on Applicability of Artificial Intelligence for IT Service Project Managers with Multi Value Systems in the Digital Transformation Era
45. Evolution of Smart Service Architectures Through Cognitive Co-creation
46. Empowerment of Citizens, Public Sector Employees and Other Stakeholders in the Digital Age
47. Open Banking and PSD 2: The Promise of Transforming Banking by ‘Empowering Customers’
48. Multi-contextual View to Smart City Architecture
49. The Impact of Fraternity and Sorority Participation on NAE’s Engineer of 2020 Outcomes for Civil Engineering Undergraduate

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