Advances in The Human Side of Service Engineering

Proceedings of the AHFE 2016 International Conference on The Human Side of Service Engineering, July 27-31, 2016, Walt Disney World®, Florida, USA

  • Tareq Z. Ahram
  • Waldemar Karwowski
Conference proceedings

Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 494)

Table of contents

  1. Front Matter
    Pages i-xii
  2. People-Centered Service Systems

    1. Front Matter
      Pages 1-1
    2. Robert Rusek, Joan Colomer-Llinas
      Pages 11-21
    3. Jim Spohrer, Clara Bassano, Paolo Piciocchi, Md. Abul Kalam Siddike
      Pages 23-34
    4. Alison Amos, Kinley Taylor, Kendra Johnson, Elizabeth Comitz, Robert Adams, Gregg Tracton et al.
      Pages 49-61
    5. Christian Zagel, Sebastian Huber, Jochen Süßmuth, Markus Obermeier, Freimut Bodendorf
      Pages 93-99
    6. Renata Cristina Magalhães Lima, Ana Paula Dias de Menezes, Maria Carolina Gomes Inácio, Silvia Moreira Amaral, Regiane Relva Romano
      Pages 101-111
  3. Cognitive Workload to Performance During Human-Computer Interactions

    1. Front Matter
      Pages 113-113
    2. Anthony Abrantes, Elizabeth Comitz, Prithima Mosaly, Lukasz Mazur
      Pages 115-126
    3. Seth Elkin-Frankston, Bethany K. Bracken, Scott Irvin, Michael Jenkins
      Pages 127-137
    4. Richard Steinberg, Alice Diggs, Dan Donohoo
      Pages 139-147
  4. Data-Driven Services in Omni-Channel Customer Relations

    1. Front Matter
      Pages 149-149
    2. Monique Janneck, Jianqing Xiao, Adelka Niels
      Pages 161-172
    3. Adelka Niels, Tobias Lesser, Torben Krüger
      Pages 173-184
  5. Multi-Sided Measurement of Service System

    1. Front Matter
      Pages 185-185
    2. Md Abul Kalam Siddike, Kazuyoshi Hidaka
      Pages 187-197
    3. Chihiro Morito, Kazuhiro Fujimura
      Pages 199-210
    4. Yuko Kamagahara, Tomoya Takeda, Shanshan Jin, Xiaodan Lu, Noriyuki Kida, Tadayuki Hara et al.
      Pages 211-222
    5. Douglas Henrique Garcia, Andreia Damasio Leles, Regiane Relva Romano
      Pages 235-244
    6. Tomoya Takeda, Yuko Kamagahara, Xiaodan Lu, Noriyuki Kida, Tadayuki Hara, Tomoko Ota
      Pages 245-256
    7. Debra Satterfield, Sebastian Kelle
      Pages 257-266
  6. Evaluation of Services: Methods, Tools and Approaches to Enhance Quality and Operational Sustainability of Services

    1. Front Matter
      Pages 267-267
    2. Xiangzhen Kong, Shengwu Xiong, Shili Xiong, Zhixing Zhu, Guoyang Long
      Pages 275-285
    3. Maria Josefina Fider, Ma. Andrea Naguit, Mary Jef Rose Orata, Benette Custodio
      Pages 301-307
    4. Jens Neuhuettler, Walter Ganz, Jianbing Liu
      Pages 309-318
    5. Line Thomassen Buus, Charlotte Thodberg Jensen, Anne Mette Karnøe Jessen, Lotte Ishøy Jørgensen, Jeanette Kølbæk Laursen, Lars Bo Larsen
      Pages 319-331
  7. Centrality of Human-Side in Services: The Interface of Disruptive Technological Innovations and Consumer Face

    1. Front Matter
      Pages 333-333
    2. Ravi Mahamuni, Shivani Sharma, Pramod Khambete, Ravi Mokashi-Punekar
      Pages 335-345

About these proceedings


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.


Service Design Techniques Service-dominant Logic Electronic Financial Services Service Usability Service Network Configuration Service-oriented Modeling Service Systems Modeling Simulating Customer Experience Human Factors in Lean Six Sigma e-commerce Service Communication Heuristic Behavior Analysis Finance Innovation Regulation Context-related Service Entrepreneurship Smart Cities AHFE 2016 Proceedings

Editors and affiliations

  • Tareq Z. Ahram
    • 1
  • Waldemar Karwowski
    • 2
  1. 1.University of Central Florida OrlandoUSA
  2. 2.University of Central Florida OrlandoUSA

Bibliographic information

  • DOI
  • Copyright Information Springer International Publishing Switzerland 2017
  • Publisher Name Springer, Cham
  • eBook Packages Engineering Engineering (R0)
  • Print ISBN 978-3-319-41946-6
  • Online ISBN 978-3-319-41947-3
  • Series Print ISSN 2194-5357
  • Series Online ISSN 2194-5365
  • Buy this book on publisher's site
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