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 PDF
Preview 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
Advances in Intelligent Systems and Computing 494 Tareq Z. Ahram Waldemar Karwowski Editors 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 Advances in Intelligent Systems and Computing Volume 494 Series editor Janusz Kacprzyk, Polish Academy of Sciences, Warsaw, Poland e-mail: [email protected] About this Series Theseries“AdvancesinIntelligentSystemsandComputing”containspublicationsontheory, applications,anddesignmethodsofIntelligentSystemsandIntelligentComputing.Virtually alldisciplinessuchasengineering,naturalsciences,computerandinformationscience,ICT, economics,business,e-commerce,environment,healthcare,lifesciencearecovered.Thelist oftopicsspansalltheareasofmodernintelligentsystemsandcomputing. Thepublicationswithin“AdvancesinIntelligentSystemsandComputing”areprimarily textbooksandproceedingsofimportantconferences, symposiaandcongresses.Theycover significantrecentdevelopmentsinthefield,bothofafoundationalandapplicablecharacter. Animportantcharacteristicfeatureoftheseriesistheshortpublicationtimeandworld-wide distribution. Thispermitsarapid andbroaddissemination ofresearch results. Advisory Board Chairman Nikhil R. Pal,Indian Statistical Institute,Kolkata, India e-mail: [email protected] Members Rafael Bello,Universidad Central “Marta Abreu”deLasVillas, SantaClara, Cuba e-mail: [email protected] Emilio S.Corchado, University of Salamanca, Salamanca, Spain e-mail: [email protected] HaniHagras, University of Essex, Colchester, UK e-mail: [email protected] LászlóT. Kóczy, SzéchenyiIstván University, Győr,Hungary e-mail: [email protected] VladikKreinovich, University of Texasat ElPaso, ElPaso, USA e-mail: [email protected] Chin-Teng Lin, National ChiaoTung University,Hsinchu, Taiwan e-mail: [email protected] Jie Lu,University of Technology,Sydney,Australia e-mail: [email protected] Patricia Melin,Tijuana Institute of Technology,Tijuana, Mexico e-mail: [email protected] Nadia Nedjah,State University of RiodeJaneiro,RiodeJaneiro, Brazil e-mail: [email protected] Ngoc ThanhNguyen, Wroclaw University of Technology,Wroclaw,Poland e-mail: [email protected] Jun Wang, TheChineseUniversity of HongKong,Shatin, HongKong e-mail: [email protected] More information about this series at http://www.springer.com/series/11156 Tareq Z. Ahram Waldemar Karwowski (cid:129) Editors 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 123 Editors Tareq Z. Ahram Waldemar Karwowski University of Central Florida University of Central Florida Orlando, FL Orlando, FL USA USA ISSN 2194-5357 ISSN 2194-5365 (electronic) Advances in Intelligent Systems andComputing ISBN978-3-319-41946-6 ISBN978-3-319-41947-3 (eBook) DOI 10.1007/978-3-319-41947-3 LibraryofCongressControlNumber:2016944408 ©SpringerInternationalPublishingSwitzerland2017 Thisworkissubjecttocopyright.AllrightsarereservedbythePublisher,whetherthewholeorpart of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission orinformationstorageandretrieval,electronicadaptation,computersoftware,orbysimilarordissimilar methodologynowknownorhereafterdeveloped. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publicationdoesnotimply,evenintheabsenceofaspecificstatement,thatsuchnamesareexemptfrom therelevantprotectivelawsandregulationsandthereforefreeforgeneraluse. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authorsortheeditorsgiveawarranty,expressorimplied,withrespecttothematerialcontainedhereinor foranyerrorsoromissionsthatmayhavebeenmade. Printedonacid-freepaper ThisSpringerimprintispublishedbySpringerNature TheregisteredcompanyisSpringerInternationalPublishingAGSwitzerland Advances in Human Factors and Ergonomics 2016 AHFE 2016 Series Editors Tareq Z. Ahram, Florida, USA Waldemar Karwowski, Florida, USA 7th International Conference on Applied Human Factors and Ergonomics ProceedingsoftheAHFE2016InternationalConferenceonTheHumanSideof Service Engineering, July 27-31, 2016, Walt Disney World®, Florida, USA AdvancesinCross-CulturalDecisionMaking SaeSchatzandMarkHoffman AdvancesinAppliedDigitalHumanModeling VincentG.Duffy andSimulation AdvancesinHumanFactorsandErgonomicsin VincentG.DuffyandNancyLightner Healthcare AdvancesinAffectiveandPleasurableDesign WonJoonChungandCliff(Sungsoo)Shin AdvancesinHumanAspectsofTransportation NevilleA.Stanton,StevenLandry,Giuseppe DiBucchianicoandAndreaVallicelli AdvancesinErgonomicsInDesign FranciscoRebeloandMarceloSoares AdvancesinErgonomicsModeling,Usability& MarceloSoares,ChristianneFalcãoand SpecialPopulations TareqZ.Ahram AdvancesinSocial&OccupationalErgonomics RichardGoossens AdvancesinNeuroergonomicsandCognitive KellyS.HaleandKayM.Stanney Engineering AdvancesinPhysicalErgonomicsandHuman RavindraGoonetillekeandWaldemar Factors Karwowski AdvancesinTheErgonomicsinManufacturing: ChristopherSchlickandStefanTrzcielinski ManagingtheEnterpriseoftheFuture AdvancesinSafetyManagementandHuman PedroArezes Factors AdvancesinHumanFactors,Software,and BenAmaba SystemsEngineering AdvancesinHumanFactorsandSustainable JerzyCharytonowicz Infrastructure (continued) v vi AdvancesinHumanFactorsandErgonomics2016 (continued) AdvancesinTheHumanSideofService TareqZ.AhramandWaldemarKarwowski Engineering AdvancesinHumanFactorsinEnergy:Oil, SacitCetiner,PaulFechtelkotterand Gas,NuclearandElectricPowerIndustries MichaelLegatt AdvancesinHumanFactorsinSportsand PaulSalmonandAnne-ClaireMacquet OutdoorRecreation AdvancesinHumanFactorsandSystem IsabelL.Nunes Interactions AdvancesinHumanFactors,Business JussiKantola,TiborBarath,SalmanNazir Management,TrainingandEducation andTerenceAndre AdvancesinHumanFactorsinRobotsand PamelaSavage-KnepshieldandJessieChen UnmannedSystems AdvancesinDesignforInclusion GiuseppeDiBucchianicoandPeteKercher AdvancesinHumanFactorsinCybersecurity DeniseNicholson,JanaeLockett-Reynolds andKatherineMuse Preface This book is concerned with an emerging field we refer to as the Human Side of Service Engineering. 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. Contributorstothisbookexplorethewide range ofwaysin whichhumanfactorsengineering,ergonomics,human–computerinteraction(HCI), usability testing, attitude and opinion assessment, servicescape designs and eval- uations, cognitive engineering, psychometrics, training for service delivery, co-creation and co-production, service levels and cost effectiveness, call center engineering, customer support engineering, and many other areas relate to and impact the human side of engineering service systems. The book is organized into six sections that focus on the following subject matters: Part I: People-Centered Service Systems Part II: Cognitive Workload to Performance During Human-Computer Inter- actions Part III: Data-Driven Services in Omni-Channel Customer Relations Part IV: Multi-Sided Measurement of Service System Part V: Evaluation of Services: Methods, Tools and Approaches to Enhance Quality and Operational Sustainability of Services Each of the chapters of this book was either reviewed or contributed by the membersofeditorialboard.Forthis,oursincerestthanksandappreciationgotothe following board members: L. Anderson, USA C. Bassano, Italy F. Bodendorf, Germany C. Brown, USA E. Cudney, USA S. Dylak, Poland vii viii Preface S. Elnahal, USA W. Ganz, Germany P. Gardner, USA D. Goel, USA K. Hidaka, Japan A. Kumar, USA S. Kwan, USA E. Lee, Norway C. Leitner, Austria L. Marks, USA L. Mazur, USA D. Meersman, Belgium T. Meiren, Germany C. Mele, Italy U. Narain, India D. Nathan-Roberts, USA D. Nielsen, UK S. Parikh, India P. Piciocchi, Italy R. Romano, Brazil T. Russo-Spena, Italy Y. Sawatani, Japan J. Spohrer, USA C. Zagel, Germany Thisbookwillbeofspecialvaluetoalargevarietyofprofessionals,researchers and students interested in the human side of service engineering from multiple perspectives ranging from industry sectors (healthcare) to tools and methods (service innovation, service design, organization and change) to broader issues (societalfactors,servicesystemframeworks,valueco-creation).Wehopethisbook will excite curiosity in many disciplines and lay a foundation to attract others to contribute to this emerging area of research and practice. We want to thank the contributors andencouragethereaders togetinvolved—thereismuchworktodo, and great opportunities to make lasting contributions! Orlando, FL, USA Tareq Z. Ahram July 2016 Waldemar Karwowski Contents Part I People-Centered Service Systems Linking Business and Technology for Future Customer Creation . . . . . 3 Yuriko Sawatani User-Centered Arrangement of Public Services . . . . . . . . . . . . . . . . . . 11 Robert Rusek and Joan Colomer-Llinas What Makes a System Smart? Wise? . . . . . . . . . . . . . . . . . . . . . . . . . 23 Jim Spohrer, Clara Bassano, Paolo Piciocchi and Md. Abul Kalam Siddike Physiological Evaluation and Quantification of Physician’s Cognitive Workload During Interaction with Computer Based Clinical System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Prithima Reddy Mosaly, Lukasz Mazur and Lawrence Marks Measuring Cognitive Workload and General Activity of Controllers in Hazardous Liquids and Gas Control Rooms. . . . . . . . 45 Michele Terranova and Charles Alday Assessing the Quality of the A3 Thinking Tool for Problem Solving . . . 49 Alison Amos, Kinley Taylor, Kendra Johnson, Elizabeth Comitz, Robert Adams, Gregg Tracton, Bhishamjit Chera, Lawrence Marks and Lukasz Mazur Ethics in Service Design for Children with Autism and Cognitive Disabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Debra Satterfield Integrating Health Services Engineering: A Multidimensional Approach. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Carolyn Hamasaki Brown ix
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