The Human Side of Service Engineering最新文献

{"title":"Combining digital and physical user interfaces – concept of a self-service system for exhibitions","authors":"Christian Zagel, Matthia Leyendecker","doi":"10.54941/ahfe1002586","DOIUrl":"https://doi.org/10.54941/ahfe1002586","url":null,"abstract":"Digitization is finding its way into many different areas and applications, including exhibitions and museums. While until a few decades ago the information presented was purely restricted to physical elements, self-service systems are now increasingly applied in exhibitions. They allow the visitors to enhance their experience by obtaining additional digital information. Usually, these self-service systems are implemented using standard computers, equipped either with a keyboard or a touchscreen. Nevertheless, the added value of interacting with physical elements in our environment is undeniable. This article presents work in progress and describes the concept and prototype of a novel system that cleverly combines digital information with the interaction through physical elements using innovative technology. The aim is to design an interactive exhibition for museums that combines the traditional, physical user interface with the digital version and thus creates a mixture of both worlds. Using the example of a physical city map, the system offers visitors the opportunity to interact by touch and wooden cubes equipped with NFC tags. The article concludes with an outlook for an evaluation of the prototype and recommendations for further research.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"1231 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":"115980428","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":"Evidence-based decision making using visual analytics for a local food bank","authors":"S. Jiang, Kehinde Odubela, Lauren Davis","doi":"10.54941/ahfe1002587","DOIUrl":"https://doi.org/10.54941/ahfe1002587","url":null,"abstract":"Food insecurity is defined as an individual or household’s inability or limited access to safe and nutritious food that every person in the household need for an active, healthy life. In this research, we apply visual analytics, the integration of data analytics and interactive visualization, to provide evidence-based decision-making for a local food bank to better understand the people and communities in its service area and improve the reach and impact of the food bank. We have identified the indicators of the need, rates of usage, and other factors related to the general accessibility of the food bank and its programs. Interactive dashboards were developed to allow decision-makers of the food bank to combine their field knowledge with the computing power to make evidence-based informed decisions in complex hunger relief operations.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"24 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":"124061778","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 process of generating rhetoric to encourage participation in Delayed Benefit Services: A case study of electronic community currency in Japan","authors":"Shinichi Kanekiyo, Yasunobu Ito","doi":"10.54941/ahfe1003113","DOIUrl":"https://doi.org/10.54941/ahfe1003113","url":null,"abstract":"The aim of this paper is to identify how rhetoric is generated to create participants' motivations for the electronic community currency for the purpose of gifting, through considering it as a kind of Delayed Benefit Services. This is a case study of the start-up phase of the electronic community currency introduced in the Matsumoto area of Japan in December 2020.Services can have a time lag between the service delivery process and the point at which the benefits can be received by the customer. Such services are named Delayed Benefit Services (Fujimura 2016). Typical examples of such services are health and education services.The benefit of the electronic community currency in the case study is the creation of a sustainable local economic community based on giving. The currency has a built-in feature called 'gift', which can be paid on top of the payment. To facilitate gifting, the currency expires three months after the charge. There are no immediate economic benefits for users, such as discounts or points awarded. On the other hand, it is expected to take time for users to receive the benefit of creating sustainable local economic community. Therefore, this electronic community currency is also considered to be one of the Delayed Benefit Services.This case differs from that of health services and education services. Patients in health services and students in educational services have clear benefits that they can receive as individuals. On the other hand, while the benefit for users of electronic community currency is the creation of sustainable local economic community, the benefits are difficult for individual users to experience directly. This makes it difficult for users to find an incentive to participate in the service. Therefore, the service provider, the operator of the electronic local currency, must first create a motivation for users to participate in the service. This study focuses on rhetoric as a way for the operators of electronic local currencies to influence users' motivations to participate. Rhetoric is used when the situation surrounding an organization is uncertain. The public messages and discourses used in rhetoric are considered in terms of what interactions are constructed (Cheney et al. 2004). The electronic community currency in this case study is in the start-up phase and is under uncertainty as to whether it will attract users. The paper therefore focuses on the process by which the currency operator generates rhetoricShortly after the launch of the currency, it was found that the rhetoric explaining the benefit of building local economic community based on giving was not well supported. The manager therefore generated new rhetoric. The research revealed that the process of generating new rhetoric involved dialogue with a variety of others. It was also found that through dialogue with others, the currency manager reframed the benefit itself. This paper suggests that there is a case for providers to change the rhetor","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"2 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":"127844721","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":"Game Theoretic Modeling of User Innovation and Venture M&A Processes","authors":"Sangjic Lee, Kohei Nishiyama, N. Nishino","doi":"10.54941/ahfe1003142","DOIUrl":"https://doi.org/10.54941/ahfe1003142","url":null,"abstract":"User innovation and venture M&A mechanisms enable value co-creation that utilizes knowledge and skill of individuals through the interaction between stakeholders. Given that the applicable methods for external innovation continue to diversify and economic efficiency becomes a relevant criterion of innovation process performance, they need to fit to the market environment and business model in order to be effective in value creation. But there is not enough analysis that takes the factors such as product characteristics and degree of consumer value diversity into account, and implication regarding the correspondence relationship between them and the adequate form of value creation process is scarce. This study proposes a game theoretic model that investigates the fitness of external R&D methods to the environmental factors. The model is analyzed by a numerical simulation, and how the environmental parameters such as product price, quality and innovation cost affect the relative social surplus of the proposed models is systematically examined. The condition of parameters in which each mechanism induces a relatively superior performance in terms of production quantity and social surplus is computed.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"13 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":"122221865","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":"Reasons why students decide to leave a university","authors":"Hiromi Masunaga, T. Zhou","doi":"10.54941/ahfe1002540","DOIUrl":"https://doi.org/10.54941/ahfe1002540","url":null,"abstract":"This project was designed to expand our understanding about (1) who drops out, and (2) what predicts student attrition in the first two years at a university. The university where this project has been conducted is a 4-year Hispanic Serving institution in California. The university currently involves approximately 34,000 undergraduate students, 44% of whom are from Hispanic/Latino background. Other groups are Asian (20%), White (16%), and African-American, American Indian and others (15%). We invited freshmen and sophomores to participate in this project when they had no registered courses two months after the registration period started (i.e., approximately three weeks before the start of the following semester). Our understanding was that the delay in the registration reflected cognitive and non-cognitive factors that would seriously and negatively impact continuous enrollment. A series of surveys and focus groups examined students’ decision-making motives and non-cognitive factors that would inhibit their academic progress, retention, and success. Non-cognitive reasons examined are:1. Financial problems, 2. Poor secondary school preparation, 3. Undecided/ Unsatisfactory majors, 4. Conflict with work and family commitments, 5. Increasing difficulty in academic success/progress, 6. Lack of quality time with faculty and counselors, 7. De-motivating school environment, 8. Undesirable experiences in classes, and 9. Lack of student support (Bownan et al., 2019; Goldrick-Rab, 2018; Kim, 2019; Kirp, 2019ab; Moody, 2019; Sagenmuller, 2019; Saunders-Scott, et al., 2018; Silver Wolf et al., 2017; Yool, 2019). This project additionally examined the impact from COVID-19. As compared to those participants who intended to return to the university, those who indicated that they would not return to the university presented a wider range of inhibiting factors, including: •Financial difficulties •Undecided, Undeclared, Undesirable, & Unsuitable Majors•Difficulties in maintaining good Academic Progress•Not being in contact with faculty & counselors•Not being connected with faculty & advisors•Perceived non-support - “Please reach out to me!”•Intimidation - Difficulty in reaching out to instructors or counselors•Low levels of awareness, access and use of University Support Services•Lack of understanding/support for college education from family•Lack of support on family needs that conflict with academic pursuit•Multitudes of obligations (e.g., financial, caregiving)•Some self-regulatory factors (e.g., time management, procrastination, goal setting)•Difficulty in online modalities of instruction during COVID-19The findings suggest a strong need to systematically support students who struggle. The majority of struggling students are first-time college students in the family, and low-income and under-represented students who have been strongly affected by COVID-19. When struggled, those students were not necessarily aware of campus resources or did not utilize the exi","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"40 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":"116628579","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":"Implementation of AI Technologies in manufacturing - success factors and challenges","authors":"Janika Kutz, Jens Neuhüttler, J. Spilski, T. Lachmann","doi":"10.54941/ahfe1002565","DOIUrl":"https://doi.org/10.54941/ahfe1002565","url":null,"abstract":"There is a broad consensus on the potential of smart services for production and the added value their use offers. Industrial artificial intelligence (AI) has several advantages. AI technologies, for example, can strengthen resilience, support work processes, increase product quality and thus improve competitiveness. Many companies have recognised these potentials and are developing AI solutions. There are many successful proof-of-concepts (PoC) and pilot projects, but AI technologies successfully implemented in the real environment are scarce. Successful implementation of smart services based on industrial AI in production operations can be understood as its repetitive use and integration into operational business, which is a prerequisite for exploiting the potentials. Currently, little is known about how to achieve successful implementation. In contrast, there is much evidence that the implementation and operation of AI in manufacturing is associated with extensive challenges and barriers. The factors that positively influence the roll-out of AI technologies in manufacturing, however, are little explored. Therefore, this paper focuses on the identification of success factors and barriers for the implementation and operation of AI solutions in manufacturing. Furthermore, it is analysed whether and how the identified success factors and barriers differ from each other in order to subsequently derive initial recommendations for action. The methodology is based on explorative qualitative research. First, 10 semi-structured interviews were conducted with AI experts from a German Original Equipment Manufacturer (OEM). In an expert workshop, the main findings were validated, and possible solution and support options were discussed. Our findings confirm the results found in the literature and complement them with new insights. Success factors and challenges can be found on the technical, organisational, and human side and relate most often to \"data\", \"development and operational processes\" and \"stakeholder engagement\".","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"10 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":"117004791","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":"Holistic Customer Experience in Smart City Service Systems – A Conceptual Model","authors":"Michel Muschkiet, Tobias Wulfert","doi":"10.54941/ahfe1002567","DOIUrl":"https://doi.org/10.54941/ahfe1002567","url":null,"abstract":"Through the multiplicity of different actors, smart cities offer many physical and digital touchpoints where interactions with customers can occur for the creation and delivery of smart services. Integrating these touchpoints at different levels offers the potential to foster innovation and stimulate service creation by bringing together different resources. At present, however, service production and delivery in cities is mostly highly parcelled out and isolated by individual providers. A strong competitive spirit is particularly evident in the use of the multitude of data in smart cities, due to its high value when being transformed into valuable smart services. The isolated consideration of services can be one of the central weaknesses of today's cities, leading to a declining attractiveness as a place to stay and consume. Increasing online competition, related changing consumer behavior, and the COVID-19 pandemic are leading to a growing decoupling of work, leisure and shopping from physical locations and thus from the city as a place where services are provided. To strengthen the development of a city, it is necessary to attract customers back by making the experience attractive as a combination of different value contributions, e.g. integrating retail services with smart solutions for the search of nearby free parking spaces, toward an integrated customer experience in cities. Meanwhile it has been argued that customer experience in cities is more holistic than the experience in single service encounters, there is a lack in research in exploring how customer experience in cities can be conceptualized. In this work, we therefore present city experience as an integrative concept which bundles the experiences from various activities in the city toward a holistic customer experience. Following the Design Science Research process suggested by Peffers et al. (2007), examining smart service literature in the field of smart cities and 141 real-world smart city services from the perspective of their contribution to customer experience, we develop a conceptual model which depicts the central determinants of city experience. Our model deepens knowledge in the field of consumer-oriented value creation in smart cities providing an integrative perspective on customer experience, smart cities and smart services. We consider our insights significant for research, as our integrative framework deepens the understanding of a holistic customer experience as a solution to the above-described problems. It provides a basis to further theorize on customer experience in smart cities and on how to design and integrate smart services to create it. Further, our work can help practitioners involved in smart cities in the design of new smart services as well as the evaluation of existing services with respect to their contribution to the city experience. Accordingly, this integrative perspective on smart city services organizes the state of the art of smart service rese","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"341 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":"131180605","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":"Digital Transformation, Servitization and Governmentality","authors":"Pierpaolo Testa","doi":"10.54941/ahfe1003111","DOIUrl":"https://doi.org/10.54941/ahfe1003111","url":null,"abstract":"There is no doubt that the digital transformation is assuming some characteristic features: progressive digitization of the economy, increased relevance of digital platforms, progressive digitization of business models, disintermediation due to e-commerce, servitization of the value proposition and/or operating model, digital re-invention, spread of technoculture in consumer contexts, managerial automation due to algorithms and AI adoption, increased consumers’ brand experience, social engagement, big data analysis centrality, symbiotic value creation expectations at societal level.However, now very little is investigated the effect on governmentality (or the art of government) of these transformations. What role should the public system and actors play? In a first preliminary analysis it seems that this role could be confined but not limited to: 1. promoting a growing adoption of these transformations from all the economic system’s key players (firms, retailers, suppliers, technology vendors, Universities, research centers, consumers). 2. fostering networking for DT3. Financially supporting DT and disciplining it4. Protecting the SME promoting DT processes at an aggregate level (districts, supply chains, clusters, Regional Innovation Systems). 5. Digital transformation of public administration itself, permitting the same to evolve towards a systemic view of governmentality 6. Adoption of a digital service culture.The general aim of this article is to assess the main directions along which the digital transformation is affecting global economy, mainly under a twofold perspective. 1.A firm’s and managerial perspective, discussing the most relevant managerial topic emerging with the digital transformation and above listed. 2.A governmentality perspective, studying some calls launched by some of the most relevant European Countries (Italy, Germany, England, France) to investigate the main objectives and scopes of digital transformation under a public management eye. Primary and secondary sources of information will be integrated for achieve such a research purpose. The information borrowed from institutional calls will be integrated by media interpretations of the phenomenon under analysis. Reports on the digital transformation by leading consulting firms operating in the countries will be also analyzed.The contribution is conceptual and interpretive in nature.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"28 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":"131789864","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":"Towards the role of smart services as well as AI in building and enhancing entrepreneurial resilience in small and medium-sized service companies","authors":"A. Gorovoj, C. Schiller, Michael Friedrich, Abdul Rahman Abdel Razek","doi":"10.54941/ahfe1002569","DOIUrl":"https://doi.org/10.54941/ahfe1002569","url":null,"abstract":"The aim of this paper is to provide practitioners and consultants with guidelines for enhancing organizational resilience in small and medium-sized businesses. It describes the actions an organization could perform and what goals should be pursued in order to successfully respond to potential threats. Design/methodology/approach – The paper builds on existing research on organizational resilience as well as the resilience of complex systems and the theories established there. By linking these research areas, it describes an adapted framework that considers the use of artificial intelligence and the provision of smart services in service companies. In addition, the paper illustrates the practicality of the framework by applying it to a small brick-and-mortar retail business.Findings – This paper proposes the use of a structured approach and methods such as stress testing and simulations to increase organizational resilience. It suggests that using artificial intelligence as well as offering smart services can have a positive impact on the resilience of a small and medium sized business.Originality/value – The paper contributes to the better applicability of measures aimed at increasing organizational resilience by suggesting a structured approach as well as appropriate avenues for action.Keywords: Organizational Resilience, Complex Systems, Smart Services, Artificial Intelligence","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"37 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":"124494796","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":"Development of new sustainable services","authors":"T. Meiren, Christian Schiller","doi":"10.54941/ahfe1002570","DOIUrl":"https://doi.org/10.54941/ahfe1002570","url":null,"abstract":"Sustainability is one of the most frequently discussed topics of our time. Although the idea of a sustainable economy was already addressed in the context of forestry in the 15th century and may therefore appear to be have a long tradition, the need for action - for example due to political or public demands - is stronger today than ever in many sectors of the economy. Although a growing number of companies are endeavoring to make their products and services more environmentally compatible, concepts for sustainability have hardly been implemented comprehensively in business practice to date.However, the guiding principle of sustainable design is already known in the product world and appears to be established to a certain extent, but it opens up more or less \"new territory\" in the sense of systematic research and development for new services. On the one hand, interesting economic and ecological opportunities for companies can be found in this area; on the other hand, there are also uncertainties associated with it, mainly due to the lack of knowledge about sustainable services.In particular, ecological sustainability has so far been discussed strongly against the background of energy production (shutdown of coal-fired power plants, use of renewable energies, etc.), energy-intensive industries (chemicals, steel production, etc.) and energy-consuming private areas of life (heating, mobility, etc.). However, the importance for the service economy is often underestimated. Particularly with regard to the design of processes (e.g. \"online instead of on-site\"), the consumption of resources (e.g. use of sustainable mobility solutions) and the development of new ecologically sustainable service offerings, considerable opportunities lies hidden here.Companies that want to put their ideas for ecologically sustainable services into practice often face two fundamental challenges. First, their corporate structures and processes are not designed for the efficient development and market positioning of new services. In many cases, the difficulties start with the fact that the development processes are not clearly defined, i.e. there is a lack of clear descriptions of the tasks, the methods to be used and the personnel requirements needed. Secondly, competencies with regard to the ecological sustainability of services are missing. In particular, there is a lack of knowledge on how to systematically develop sustainability into services.In the conference presentation, a reference model for the development of new ecologically sustainable services will be presented. In addition to a configurable development process, the model includes integrated methods and tools for various sustainability aspects. The reference model is complemented by recommendations for its organizational and personnel implementation.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"163 9 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":"129282714","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}