{ "item_title" : "Advances in the Human Side of Service Engineering", "item_author" : [" James C. Spohrer", "Louis E. Freund "], "item_description" : "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 society: the impact of age on traditional service system constructsAnthropology in service scienceApplying service design techniques to healthcareCo-creating valueCognitive systems modeling of service systemsContext-related service: the human aspect of service systemsDesigning services for underserved populationsEthics dividend in services: how it may be cultivated, grown, and measuredGovernance of service systemsHuman aspects of change when applying Lean Six Sigma methods and toolsHuman side of service dominant logic in B2B settingsHuman-computer interaction and HF in software technologiesService network configuration impacts on customer experienceSimulating employees and customers in service systemsSystems design and the customer experienceUsability and human side of electronic financial servicesThe 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 contri", "item_img_path" : "https://covers3.booksamillion.com/covers/bam/0/36/738/111/0367381117_b.jpg", "price_data" : { "retail_price" : "98.99", "online_price" : "98.99", "our_price" : "98.99", "club_price" : "98.99", "savings_pct" : "0", "savings_amt" : "0.00", "club_savings_pct" : "0", "club_savings_amt" : "0.00", "discount_pct" : "10", "store_price" : "" } }

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