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The Human-Side of Service Engineering: Advancing Technology’s Impact on Service Innovation

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Advances in the Human Side of Service Engineering (AHFE 2021)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 266))

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Abstract

As advanced Information Technology (IT) drives changes in digital service and service systems across industries, what are the implications for the Human-Side of Service Engineering (HSSE)? This work updates previous HSSE frameworks and extends the boundaries of Service Science, Management, Engineering, and Design (SSMED). Newly included are HSSE areas related to determinants of trust: standards, skills, public sector, privacy, and ethics. All of these are types of shared information resources that influence trust between actors. These updates are needed, as the impact of IT on service systems continues to expand, and AI technologies successfully emulate more human capabilities. The purpose of this paper is to consider possible future directions of HSSE using observations and examples. The paper also presents a discussion of challenges to society and its fundamental values coming from recent advances in AI.

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Author information

Authors and Affiliations

  1. Poznan University of Economics and Business, Niepodleglosci 10, 61-875, Poznan, Poland

    Wojciech Cellary

  2. San José State University, 1 Washington Square, San José, CA, 95192, USA

    Louis E. Freund & Stephen K. Kwan

  3. Centre for Economics and Public Administration Ltd., 111 Buckingham Palace Road, London, SW1W 0SR, UK

    Christine Leitner

  4. IBM, USA, IBM Research – Almaden, 650 Harry Road, San Jose, CA, 95120, USA

    Jim Spohrer

Authors
  1. Wojciech Cellary
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  2. Louis E. Freund
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  3. Stephen K. Kwan
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  4. Christine Leitner
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  5. Jim Spohrer
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Corresponding author

Correspondence to Wojciech Cellary .

Editor information

Editors and Affiliations

  1. Centre for Economics and Public Administration, London, UK

    Christine Leitner

  2. Fraunhofer IAO, Stuttgart, Baden-Württemberg, Germany

    Walter Ganz

  3. California State University, Orange, CA, USA

    Debra Satterfield

  4. University of Naples Parthenope, Avellino, Italy

    Clara Bassano

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Cellary, W., Freund, L.E., Kwan, S.K., Leitner, C., Spohrer, J. (2021). The Human-Side of Service Engineering: Advancing Technology’s Impact on Service Innovation. In: Leitner, C., Ganz, W., Satterfield, D., Bassano, C. (eds) Advances in the Human Side of Service Engineering. AHFE 2021. Lecture Notes in Networks and Systems, vol 266. Springer, Cham. https://doi.org/10.1007/978-3-030-80840-2_1

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  • DOI: https://doi.org/10.1007/978-3-030-80840-2_1

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-80839-6

  • Online ISBN: 978-3-030-80840-2

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