Advances in the Human Side of Service Engineering

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, humancomputer 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 2021 Conference on the Human Side of Service Engineering, held virtually on 2529 July, 2021, from USA, this 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.

Reports on smarter and wiser service systems Focuses on the study of people as the key variable in service systems Includes interdisciplinary contributions to service innovation and co-creation of value Addresses key issues in public policy, participatory governance, privacy, and ethics