Advances in the Human Side of Service Engineering (Advances in Human Factors and Ergonomics Series)

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 societ This volume focuses on the human aspects of manufacturing. It covers a broad spectrum of ergonomics and human factors issues highlighting the design of contemporary manufacturing systems. The book also discusses issues that arise in both the 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 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. Book jacket Content: Section 1. Health services -- section 2. Service innovation -- section 3. Societal factors -- section 4. Service system frameworks -- section 5. Service design -- section 6. Organizations and change -- section 7. Value co-creation and customers. Ethics dividend in services: how it may be cultivated, grown, and measured Aging society: the impact of age on traditional service system constructs Human aspects of change when applying Lean Six Sigma methods and tools Context related service: the human aspect of service systems Service network configuration impacts on customer experience Human-computer interaction and HF in software technologies Usability and human side of electronic financial services Simulating employees and customers in service systems Human side of service dominant logic in B2B settings Applying service design techniques to healthcare Cognitive systems modeling of service systems Systems design and the customer experience