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This book explores the different ways in which human-factors engineering influences organizations’ and enterprises’ well-being and competitiveness. It covers a wealth of interrelated topics such as service engineering, service science, human-computer interaction, service usability, attitude and opinion assessment, servicescape design and evaluation, and training for service delivery. Further topics include service systems modeling, anthropology in service science, and customer experience, as well as ethical issues and the impact of an aging society. Based on the AHFE 2016 International Conference on The Human Side of Service Engineering, held on July 27-31, 2016, in Walt Disney World®, Florida, USA, the book provides readers with a comprehensive, general view of current research and challenges in the important field of service engineering. It also provides practical insights into the development of services for different kinds of organizations, including health care organizations, aviation providers, manpower allocation, hospitality and entertainment, as well as banking and financial institutions.

Inhaltsverzeichnis

Frontmatter

People-Centered Service Systems

Frontmatter

2017 | OriginalPaper | Buchkapitel

Linking Business and Technology for Future Customer Creation

Yuriko Sawatani

2017 | OriginalPaper | Buchkapitel

User-Centered Arrangement of Public Services

Robert Rusek, Joan Colomer-Llinas

2017 | OriginalPaper | Buchkapitel

What Makes a System Smart? Wise?

Jim Spohrer, Clara Bassano, Paolo Piciocchi, Md. Abul Kalam Siddike

2017 | OriginalPaper | Buchkapitel

Physiological Evaluation and Quantification of Physician’s Cognitive Workload During Interaction with Computer Based Clinical System

Prithima Reddy Mosaly, Lukasz Mazur, Lawrence Marks

2017 | OriginalPaper | Buchkapitel

Measuring Cognitive Workload and General Activity of Controllers in Hazardous Liquids and Gas Control Rooms

Michele Terranova, Charles Alday

2017 | OriginalPaper | Buchkapitel

Assessing the Quality of the A3 Thinking Tool for Problem Solving

Alison Amos, Kinley Taylor, Kendra Johnson, Elizabeth Comitz, Robert Adams, Gregg Tracton, Bhishamjit Chera, Lawrence Marks, Lukasz Mazur

2017 | OriginalPaper | Buchkapitel

Ethics in Service Design for Children with Autism and Cognitive Disabilities

Debra Satterfield

2017 | OriginalPaper | Buchkapitel

Integrating Health Services Engineering: A Multidimensional Approach

Carolyn Hamasaki Brown

2017 | OriginalPaper | Buchkapitel

Use of Smart Phones to Improve the Human Factors Engineering of People Suffering from Chronic Diseases

Salah A. M. Elshourbagy

2017 | OriginalPaper | Buchkapitel

3DPro—Development of Low-Cost Prosthetics Using 3D Printing Technologies

Christian Zagel, Sebastian Huber, Jochen Süßmuth, Markus Obermeier, Freimut Bodendorf

2017 | OriginalPaper | Buchkapitel

Virtual Rehabilitation Use for Paretic Upper Limb for Individuals with Chronic Hemiparetic Stroke

Renata Cristina Magalhães Lima, Ana Paula Dias de Menezes, Maria Carolina Gomes Inácio, Silvia Moreira Amaral, Regiane Relva Romano

Cognitive Workload to Performance During Human-Computer Interactions

Frontmatter

2017 | OriginalPaper | Buchkapitel

Classification of EEG Features for Prediction of Working Memory Load

Anthony Abrantes, Elizabeth Comitz, Prithima Mosaly, Lukasz Mazur

2017 | OriginalPaper | Buchkapitel

Are Behavioral Measures Useful for Detecting Cognitive Workload During Human-Computer Interaction?

Seth Elkin-Frankston, Bethany K. Bracken, Scott Irvin, Michael Jenkins

2017 | OriginalPaper | Buchkapitel

Workload Model for Situation Awareness

Richard Steinberg, Alice Diggs, Dan Donohoo

Data-Driven Services in Omni-Channel Customer Relations

Frontmatter

2017 | OriginalPaper | Buchkapitel

Using Smartphones for Information Retrieval in Omnichannel Scenarios—Assessing the Effectiveness of Technological Triggers

Christian Zagel, Adelka Niels, Freimut Bodendorf

2017 | OriginalPaper | Buchkapitel

Computer-Related Attributions: An Intercultural Comparison

Monique Janneck, Jianqing Xiao, Adelka Niels

2017 | OriginalPaper | Buchkapitel

The Impact of Causal Attributions on the User Experience of Error Messages

Adelka Niels, Tobias Lesser, Torben Krüger

Multi-Sided Measurement of Service System

Frontmatter

2017 | OriginalPaper | Buchkapitel

Toward a Value Metrics—A Service-Dominant Logic View

Md Abul Kalam Siddike, Kazuyoshi Hidaka

2017 | OriginalPaper | Buchkapitel

The Relationship Model of Three Benefit Factors in Delayed Benefit Services

Chihiro Morito, Kazuhiro Fujimura

2017 | OriginalPaper | Buchkapitel

Qualitative Analysis of Hospitality Extended to Patients by Reception Desk Clerks at Japanese Dental Clinics

Yuko Kamagahara, Tomoya Takeda, Shanshan Jin, Xiaodan Lu, Noriyuki Kida, Tadayuki Hara, Tomoko Ota

2017 | OriginalPaper | Buchkapitel

A Taxonomic Classification for Advertising Design and Development Process Based on Concurrent Engineering

Dayni Reyes Sanjuán, Rita Peña-Baena Niebles

2017 | OriginalPaper | Buchkapitel

Program Entrepreneurship and Innovation: Education as the Core of Innovation

Douglas Henrique Garcia, Andreia Damasio Leles, Regiane Relva Romano

2017 | OriginalPaper | Buchkapitel

Study of the Difference in the Movement of Experienced and Inexperienced Persons in Japanese Bowing

Tomoya Takeda, Yuko Kamagahara, Xiaodan Lu, Noriyuki Kida, Tadayuki Hara, Tomoko Ota

2017 | OriginalPaper | Buchkapitel

Ethical Issues in Online Education

Debra Satterfield, Sebastian Kelle

Evaluation of Services: Methods, Tools and Approaches to Enhance Quality and Operational Sustainability of Services

Frontmatter

2017 | OriginalPaper | Buchkapitel

Describing Service Performances: What Are the Challenges?

Eunji Lee

2017 | OriginalPaper | Buchkapitel

A Field Evaluation: The Effects of Rear-Camera-On Mode for Texting While Walking

Xiangzhen Kong, Shengwu Xiong, Shili Xiong, Zhixing Zhu, Guoyang Long

2017 | OriginalPaper | Buchkapitel

A Method to Detect Problems in Information Display Design of Fast Food Restaurants Based on Customers’ Eye Movement Data

Hirotaka Aoki, Satoshi Suzuki

2017 | OriginalPaper | Buchkapitel

An Assessment of the Occupational Noise Exposure of Toll Tellers Along the North Luzon Expressway

Maria Josefina Fider, Ma. Andrea Naguit, Mary Jef Rose Orata, Benette Custodio

2017 | OriginalPaper | Buchkapitel

An Integrated Approach for Measuring and Managing Quality of Smart Senior Care Services

Jens Neuhuettler, Walter Ganz, Jianbing Liu

2017 | OriginalPaper | Buchkapitel

The Impact of Reviews and Average Rating on Hotel-Booking-Intention: A Qualitative Study

Line Thomassen Buus, Charlotte Thodberg Jensen, Anne Mette Karnøe Jessen, Lotte Ishøy Jørgensen, Jeanette Kølbæk Laursen, Lars Bo Larsen

Centrality of Human-Side in Services: The Interface of Disruptive Technological Innovations and Consumer Face

Frontmatter

2017 | OriginalPaper | Buchkapitel

Reflecting Human Values in Service Design

Ravi Mahamuni, Shivani Sharma, Pramod Khambete, Ravi Mokashi-Punekar

2017 | OriginalPaper | Buchkapitel

From the University to Smart Cities—How Engineers Can Construct Better Cities in BRIC’s Countries: A Real Case from Smart Campus FACENS

Luciana Gomes Pereira Pinto, Regiane Relva Romano, Matheus Akira Tomoto

2017 | OriginalPaper | Buchkapitel

How a Fab Lab Can Drive Ordinary People to Become Engineering Enthusiasts and Help to Make a Better Society

Adriano D. Pila
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