The Human Side of Service Engineering最新文献

{"title":"How to empower digitally vulnerable people? Co-designing policies and services with end-users","authors":"Kristina Reinsalu","doi":"10.54941/ahfe1003129","DOIUrl":"https://doi.org/10.54941/ahfe1003129","url":null,"abstract":"The aim of this paper is to analyze impactful methods to address citizens who are excluded from digital transformation. These are citizens whose digital engagement in political decision-making and e-services is hindered by their lack of access to technological benefits, a lack of awareness of digital issues, and/or a lack of digital literacy and skills. With the unprecedented speed of digital developments in many countries around the world, digital vulnerability affects not only specific demographics or what we may have traditionally considered vulnerable (e.g., older people) but anybody who could be digitally vulnerable due to their circumstances. The more deeply affected are those societies that are extra vulnerable and already damaged, such as economically, in terms of security, or due to war. Therefore, the case studies of this paper focus on Ukraine and Georgia, where digital development has been relatively rapid and there has been a lot of emphasis on e-services; however, less attention has been paid to addressing the digital divide and social aspects of these countries. Applying the theory of change, design thinking, and service and process design is not a new or revelatory approach; however, these concepts have, so far, been applied primarily in the business sector. This study argues that this approach could be successfully implemented in other sectors of society and by various stakeholders to tackle arduous challenges and problems. The current extraordinary circumstances occurring in Ukraine, but also the context of Georgia, increase the need for a novel approach to tackle digital vulnerability. Thus, this paper analyzes how a business-like approach, which is a new concept in the countries included in this study, helps to impactfully identify the most vulnerable citizens, and how to design processes, services, and policies to empower and engage with these citizens.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"48 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114669316","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Industry Academia Collaboration in UX Education: Bringing the UX Industry into the Classroom","authors":"Debra Satterfield, Ryan G Wilson, Azalea Houdek","doi":"10.54941/ahfe1003139","DOIUrl":"https://doi.org/10.54941/ahfe1003139","url":null,"abstract":"Students interested in a User Experience (UX) career are facing a multitude of barriers when leaving academia: a competitive, saturated market; poorly written job descriptions and companies unsure of the duties performed by UX practitioners; a rapid evolution of the market and emerging technologies; and individual uncertainty of career direction, be it UX Research, UX Design, User Interface Design, Interaction Design, Front End Design, or more. By developing professional networks and mentor relationships with Industry professionals, students can enhance their understanding of the field of UX and become more acquainted with industry expectations such as working with clients, title definitions, current and emerging technologies, evolving business needs, and streamlining their career focus.To support the industry-academia collaborations, a strategy was developed using a hybrid teaching model, I-SPACE (Innovation for Students, Practitioners, Alumni, and Community Engagement) that brings industry professionals into a college course on UX via online platforms such as zoom and Miro thus creating a virtual internship experience. The I-SPACE teaching method was co-created by design educators and industry professionals for the purpose of simulating internship experiences within an online course. The online virtual internships with industry professionals are conducted in three 5-week segments over a 15 week semester, to give students exposure to three distinct UX industry models and three sets of industry professionals. The goal of the virtual internship is to enhance career preparedness post-graduation through industry exposure, build a social network of professionals in the field of UX, and establish mentors.This paper will discuss the structure of the course, interactions with industry professionals in UX, and engagement with subject matter experts (SMEs). It will also discuss a comparison to traditional internships and a virtual I-SPACE internship experience in terms of the impact on student work, mentorship, and professional networking that are unique to the I-SPACE collaboration strategies and the insights of the industry mentors on the virtual internship strategy. Implications for virtual internship experiences will be addressed regarding issues of diversity, equity, and inclusion in internship opportunities and potential barriers will be identified.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"75 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127258573","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The role of Data and AI during development of Smart Services","authors":"Jens Neuhüttler, R. Nägele","doi":"10.54941/ahfe1003102","DOIUrl":"https://doi.org/10.54941/ahfe1003102","url":null,"abstract":"The development of innovative smart services holds a wide range of potential for companies, but also poses challenges due to the complexity involved. In current scientific literature, the use of AI is seen as having the potential to reduce precisely this complexity in innovation processes. This article examines the extent to which this also applies to the development of smart services. For this purpose, challenges in the development process are first described in more detail and general potentials for the support of AI along generic functionalities are considered. Based on this, initial ideas are presented as to how AI can support the individual development steps in the development process of smart services.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"75 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125870625","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Potentials of a Metaverse for Smart Service Engineering","authors":"Jens Neuhüttler, P. Christel, T. Le, Günter Wenzel, Antonio Ardilio","doi":"10.54941/ahfe1002545","DOIUrl":"https://doi.org/10.54941/ahfe1002545","url":null,"abstract":"With the rapid emergence of metaverse activities, the question arises as to what influence the new virtual world will have on real world challenges of companies. In our paper we investigate the potential of the metaverse for a systematic development of smart services. For this purpose, we first present a model that links central technologies, elements, and interactions of the metaverse. Furthermore, the impact of the metaverse is examined along a reference model of smart service engineering. In particular, the potential for integrating customers in the development activity of testing is examined in more detail.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"30 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125313790","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Effects of Imaging Cooking Behaviors on Cooking Intentions of University Students living alone","authors":"Takahiro Asaeda, Munenaga Koda","doi":"10.54941/ahfe1003122","DOIUrl":"https://doi.org/10.54941/ahfe1003122","url":null,"abstract":"Factors that promote cooking behavior for the purpose of health promotion have been examined. Against this background, the present study examined whether imagining oneself cooking improves cooking intention and cooking efficacy in 24 college students (11 female, 13 male, M=21.25±2.27 years old) who lived alone by using a hypothetical situation method. The experiment consisted of reading a description of a situation in which the participants were asked to make a decision about whether or not to cook, and answering a questionnaire about their intention and efficacy after performing the task. The experimental group was asked to read the description of the scene and to describe what they imagined in the scene. The control group was asked to read the scene descriptions, convert the characters to katakana, and write them down from the opposite direction. The results showed that there was no significant difference in intention and efficacy between the experimental and control groups, but there was a moderate effect size, indicating a tendency to arouse intention and efficacy. In the future, it is expected to be verified as a simple motivational strategy by comparing it with the case of presenting only instructional stimuli.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"358 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122737860","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"New human engagement-first governance approach in craft startups","authors":"Y. Sawatani, Nobuo Kanai","doi":"10.54941/ahfe1003108","DOIUrl":"https://doi.org/10.54941/ahfe1003108","url":null,"abstract":"The research finds a new relationship with customers through crowdfunding in the case of BrewDog, a craft startup. Originally, the concept of craft was regarded as a primitive form of manufacturing that was passing away. However, the Arts and Crafts Movement, started by Morris and others (1892) against the Industrial Revolution, was an attempt to rediscover the potential of human beings themselves. By rethinking the purpose of life as an anti-capitalist movement and analyzing craft startups, where symbolism, aesthetic qualities, and entrepreneurial identity are important elements, we found a customer profile as a future-creating partner that transcends the traditional relationship enabled by the crowdfunding mechanism.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"20 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123791205","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"From Alibaba to Youtube: User Search for Digital Democracy Topics in Switzerland","authors":"C. Glauser, U. Serdült","doi":"10.54941/ahfe1002581","DOIUrl":"https://doi.org/10.54941/ahfe1002581","url":null,"abstract":"Digital Democracy tools such as e-consultation, e-petitions or internet voting play an increasing role and are part of the digitalisation process in politics and government. Digital life styles in general and during the pandemic in particular might have pushed for an increasing demand for so called civic tech tools. Digital democracy search terms were monitored across multiple digital channels for several months in the year 2021 and contrasted to the offer for such tools in the German, French and Italian speaking part of the country. To measure the offer for digital participation tools an index per canton established in 2021 is being used.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"22 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116143541","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"AI-based Services - Design Principles to Meet the Requirements of a Trustworthy AI","authors":"Janika Kutz, Jens Neuhüttler, J. Spilski, T. Lachmann","doi":"10.54941/ahfe1003107","DOIUrl":"https://doi.org/10.54941/ahfe1003107","url":null,"abstract":"The development of Human-Centered and Trustworthy AI-based services has recently attracted increased attention in politics and science. Even though that technical advances have received many of the attention lately, ethical considerations are becoming more and more important. One of the most valuable publications in this area is the \"Ethics Guidelines for Trustworthy AI\" of the European Commission (EC). One approach to assist developers in implementing these requirements during the development process is to provide design guidelines. The aim of this paper is to identify which action-oriented design principles can be applied to satisfy the requirements for Trustworthy AI. For this purpose, the design principles published by Major providers of commercial AI-based services were contrasted with the seven requirements of the EC. The results indicate that some design principles can be used to meet the requirements of Trustworthy AI. At the same time, however, it becomes clear that work on Ethical AI should be extended by aspects related to Human-AI Interaction and service process quality.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"71 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126215183","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Are we prepared for the Rise of Service Robots? - A Review on Acceptance Measurement","authors":"N. Merz, J. Franke, F. Bodendorf","doi":"10.54941/ahfe1002585","DOIUrl":"https://doi.org/10.54941/ahfe1002585","url":null,"abstract":"The challenge of demographic change combined with decreasing numbers of care personal is widely known. To ensure the service of individual care for seniors, researchers work on developing digital devices to support the caregivers in their day-to-day tasks. Especially the Covid-19 pandemic emphasized this need for flexible services. In this context, service robots are not only able to overcome this challenge, but to also support in other use cases such as therapy of children with autism spectrum disorder, or teaching. Regardless of their area of application, their usage and benefits highly depend on the user acceptance. Consequently, many studies on their appearance, behavior as well as their usefulness and acceptance have been undertaken. However, the studies on acceptance measurements are difficult to compare due to different study designs and therefore are hard to build upon. This is the case since traditional acceptance models such as the Technology Acceptance Model by Davis (1989), are not considered as sufficient for the interaction-focused technology of robots. Therefore, it is difficult and time-consuming for researchers to determine the most appropriate model in order to measure the acceptance of the developed service robots. To be able to measure new robot developments in this rapidly evolving research field, an overview on existing models as well as their application options is necessary.To support researchers and developers the aim of this research is to provide an overview on existing models for the acceptance measurements of service robots. To reach the objective, the following main research question is proposed: Which models currently exist to measure the acceptance of different service robots?Following the taxonomy on literature reviews by Cooper (1988), the focus of this literature review is on existing research methods and practices. The goal is to integrate existing literature within a matrix to identify central issues, by having a neutral perspective. The research follows the guidelines of Brocke et al. (2009) including a concept-centric approach of Webster and Watson (2002) for the literature analysis and synthesis. The foundation builds a search based on the search string robot* AND accept* AND (measur* OR method* OR model* OR evaluation*) which was used for Scopus, Science Direct, IEEE Xplore as well as Google Scholar. From the 274 identified research paper duplicates and non-English ones are excluded, which is resulting in 226 unique research paper. Those are further clustered and the 19 identified acceptance models for service robots are brought into relation to the robotic classification of Onnasch et al. (2020). The concept-matrix reveals that most models are highly specific to a certain field of application or target group. In addition, a large number of acceptance models for service robots were found, but most of them are not commonly used. This concept-centric literature review gives a structured overview that can be ","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"11 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127958815","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Traces of Memory, Footprints of Material","authors":"Narges Goshayeshisafa","doi":"10.54941/ahfe1003140","DOIUrl":"https://doi.org/10.54941/ahfe1003140","url":null,"abstract":"Our environment is the key component of our survival on earth and has the most optimal solutions that worked for three and a half billion years. Dr. Janine Benyus, pioneer in the field of Biomimicry has shown that when we emulate nature's designs and processes, we can create a healthier, more sustainable planet. Natural phenomena all around us can be the inspiration for solutions to our current problems. Human body is full of inspirations. One of the most efficient parts of a human's body is their brain. As humans go through time, their brain creates new connections and destructs the unnecessary ones to not misuse the limited resources of the brain. The result of this behavior is making new memories and forgetting the old ones. Research shows that this behavior of the brain which results in forgetfulness is a healthy process and is crucial to brain functionality. This dynamic part of the body changes as it goes through time. Just as humans go through time, so do the materials we create. Designing materials that do not exhaust the limited resources of earth can be inspired by those natural evolutionary processes that have engineered our magnificent brains. Such process creates materials that are responsive, dynamic, and easily return to enrich the cycle of life. This project is inspired by how our mind and body work. As technology advances while being inspired by brain processes in material creation we’re invited to open new doors synthesizing natural processes with current technologies. While we explore the opportunities for more sustainable materials development through additive manufacturing and computational designs, we collaborate with nature to bring these ideas to life. The result of this project showcases a taxonomy of bio-degradable materials that has been designed and created utilizing Rhino-Grasshopper and Robotic Fabrication using UR10 robotic arm. In these material prototypes, the behaviors of sample materials such as shape change, and strength have been studied to explore the opportunities they provide by engineering material properties as well as geometrical features. This study emphasizes on the need to take meaningful actions in creating sustainable materials that do not exhaust the limited resources of earth.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"92 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"1900-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115804561","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}