People-Centered Service Systems -- Cognitive Workload to Performance During Human-Computer Interactions -- Data-Driven Services in Omni-Channel Customer Relations -- Multi-Sided Measurement of Service System -- Evaluation of Services: Methods, Tools and Approaches to Enhance Quality and Operational Sustainability of Services -- Centrality of Human-Side in Services: The Interface of Disruptive Technological Innovations and Consumer Face. .
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..