The Human Side of Service Engineering最新文献

{"title":"Ethical AI for a Better Society: The Challenging Task of Driving the Digital and Ecological Transformation in Italy","authors":"M. Colurcio, Angela Caridà, Ambra Altimari","doi":"10.54941/ahfe1003112","DOIUrl":"https://doi.org/10.54941/ahfe1003112","url":null,"abstract":"Artificial Intelligence (AI) is expected to play a significant transformative role for a better society and collective well-being in line with the goals of the 2030 Agenda UN. To drive social innovation, AI must be built on ethical principles and human-centred values. The link between AI, ethics, and social innovation is quite unexplored in the literature and has never been more relevant as European countries develop national plans for post-pandemic recovery. In Italy, the Plan for Recovery and Resilience (PNRR) identifies AI as a strategic asset for investment in all sectors to support the country's transition to a more digital and sustainable economy and an inclusive society. This paper explains the role of ethical AI in the context of ecological and digital transformation, which is at the heart of the Italian Recovery Plan - Next Generation EU for Italy. It expands knowledge on the transformative role of AI in management studies; it provides highlights to policy makers for the development of socially oriented AI from a service ecosystem perspective.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"100 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":"116074737","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":"Immersive AR Landmark-based Campus Wayfinding Solution with Focus on People with Navigation Difficulties","authors":"Zahrasadat Golestanha, Debra Satterfield","doi":"10.54941/ahfe1002543","DOIUrl":"https://doi.org/10.54941/ahfe1002543","url":null,"abstract":"The focus of this study is to develop an indoor navigation solution for use on a mobile device to help students, especially those with navigation difficulties, better navigate their environment independently and with confidence. This research employed mixed methods, including expert interviews and case studies, to better understand the wayfinding experience of students or faculty (particularly those with navigation difficulties) and to gain a comprehensive perspective on campus wayfinding experiences. A mobile app, \"BeachLead,\" was developed on the iOS platform. BeachLead is a landmark-based Augmented reality (AR) wayfinding platform that helps students navigate indoor spaces on campus. Students can follow landmarks to find their destination and trace their way back to the first position. This platform gamifies navigation by allowing students to hit the targets (landmarks) and embed little moments of fun during their route. Using this platform will improve the campus navigation experience, increase environmental awareness, and reduce stress and cognitive load. The data and navigation prototype will be shown and discussed.","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":"123495872","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":"Technology - competence - learning within HR analytics solutions - a holistic approach to enable digital transformation and value creation","authors":"B. Dworschak, Alexander Karapidis","doi":"10.54941/ahfe1003136","DOIUrl":"https://doi.org/10.54941/ahfe1003136","url":null,"abstract":"In times of organizational transformation, e.g. with regard to increased digitization or the development of new business models to improve value creation, it is necessary to identify competence requirements at an early stage. Therefore, trends and technologies require organizations to deal with the existing competences within the organization and to carry out early identification of competences in order to be able to react early to changing competence requirements.The Fraunhofer competence compass, which covers all process steps of a strategy-oriented competence management, is used as the basis for determining competence requirements. Competence management and the determination of competence requirements contained therein aim to make individual and organizational competences in the company tangible in order to be able to use them profitably (e.g. with regard to competitiveness and value creation) and to be able to develop them systematically and in a targeted manner. In combination with the results of the trend and technology analysis, job profiles of the future with new competence requirements then can be developed or new job profiles can be identified. What is the challenge then for HR? The challenge is to establish a data driven competence management, hence to make use of HR/People Analytics. This requires a consistently data-based architecture that anticipates new business requirements and identifies the resulting necessities for developing new competences. Subsequently, learning offers adapted to the needs of the employees and their requirements are proposed, implemented and evaluated. For this purpose, existing data models have to be evaluated and possibly redefined, data sources have to be newly developed and in a \"control center\" e.g. in the form of an AI-based dashboard. In the context of data-based competence management activities, practical data analytics procedures must also be identified, implemented as prototypes and tested. Thus, HR is faced with new requirements in the field of HR/people analytics. HR should be able to carry out or support well-founded data analyses, how these and corresponding hypotheses relate to business-relevant questions (such as the development of value creation) and what actions can be taken based on the analyses. This requires more than just IT competence, it also requires specialist technical knowledge. However, what is needed is the ability to translate strategic questions of corporate development into relevant hypotheses, to obtain the relevant data and to analyze them. Finally, the contribution tries to relate the approach of a strategy-oriented competence management and the characteristics of workforce ecosystems, a new strategic approach to the future of work, and to draw corresponding conclusions for HR/people analytics.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"1 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":"130460810","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":"User Experience of Social Web-based Virtual Reality for the Hybrid and Blended Learning Classroom","authors":"Laura A. Huisinga","doi":"10.54941/ahfe1002541","DOIUrl":"https://doi.org/10.54941/ahfe1002541","url":null,"abstract":"The use of social webVR for a classroom can offer a collaborative real-time environment that bridges the gap between virtual video conferences and gaming platforms. This paper examines how to use social webVR in a virtual classroom. It addresses some of the unique UX challenges of designing for a social VR classroom space. Finally, it will address access to the virtual environment through multiple devices, including an Oculus HMD, laptop, tablet, and smartphone. Social web-based VR offers promising potential. Designing a human-centered virtual environment and considering all participants' total user experience is critical to a successful learning tool. Future virtual environments could replace the physical classroom in some cases. This paper is not about replacing the physical classroom experience but how social VR can add to the experience in a hybrid or blended learning environment where students are not always in a physical classroom 100% of the time.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"124 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":"116542046","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":"Innovation Labs as Value Co-Creation Platforms in Research Ecosystems","authors":"Lena Ahner, B. Wohlmuth, Nicole Gladilov","doi":"10.54941/ahfe1003137","DOIUrl":"https://doi.org/10.54941/ahfe1003137","url":null,"abstract":"Digititalisation has significantly altered economic structures and has increased the speed of innovation. One result of this development is that competition does no longer exclusively take place between individual organisations that offer similar products and services, but also between entire sectors and ecosystems that disrupt the usual value creation logic. Taking this ecosystem perspective into account, value creation is no longer limited to single organisations but increasingly requires interaction and cooperation between organistions. Focus shifts towards a value co-creation approach, in which companies create joint value propositions towards common target groups. Consequently, collaboration and coopetion are widely discussed themes within the business research agenda. However, in order to convince organisations to participate in a value co-creation ecosystem, there must be added value for the co-existing actors within the ecosystem. This is especially challenging when the added value cannot be directly measured in terms of revenue or monetary performance indicators. This often applies to research ecosystems or – more broadly – where the public sector is involved. In this context, academia is lacking insights on how inter-organisational interaction and value co-creation can be facilitated within the research ecosystem itself. At the same time, innovation labs have become increasingly popular for co-creating product and service innovations within the business context. The aim of this paper is to examine, whether and how the approach of innovation labs can act as platform for value co-creation in research ecosystems.Our research is based on a literature review in which we analyse and compare exisiting research on value creation in ecosystems and innovation labs. Focus will be laid on detecting reccuring themes and major concepts. In a subsequent step, casaul mapping will be applied in order to outline and examine the network and links between different key concepts. In addition, established concepts such as the Value Proposition Design as well as the Jobs-to-be-done theory will be examined for applicability to value co-creation ecosystems.This paper helps to establish deeper knowledge, facilitate theory development, and uncover blind spots in value co-creation in research ecosystems. Based on a literature review, a conceptual model will be derived, outlining networks and links between actors of the research ecosystem and how innovation labs can act as platform or nucleus within this research ecosystems in order to facilitate value co-creation. The identification of key concepts and connections between concepts will open up future research potential. By collecting empirical data in subsequent research endaveours, the model can be further developed and refined. Furthermore, exisiting literature gaps and blind spots in academia on research ecosystems are highlighted.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"7 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":"129963439","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 Incentivized Fake Reviews on E-commerce Markets","authors":"Shotaro Okamoto, Hiroki Takahashi, K. Kimita, N. Nishino","doi":"10.54941/ahfe1002534","DOIUrl":"https://doi.org/10.54941/ahfe1002534","url":null,"abstract":"This study analyzes difficulties posed by dealers operating in e-commerce who intervene in reviews and undermine credibility by offering money to purchasers who post highly positive reviews of their products: the incentivized fake review problem. Moreover, we study its effects on e-commerce markets. Offering biased incentives to receive more favorable reviews undermines the review mechanism validity. In e-commerce market transactions, reviews by buyers more strongly affect sales of products than in other markets. Because a loss of trust in reviews reduces the transaction volume, this incentivized fake review problem might reduce the profits of e-commerce operators and of dealers. No report of the relevant literature has described a theoretical test of these problem-related hypotheses, this study explores the subject. First, we developed a model in which buyers obtain information about sellers' products through user-generated reviews. Sellers can distort the reviews indirectly by providing incentives for highly rated reviews. Next, based on this model, we derived a Nash equilibrium incentive amount by taking a game theoretical approach to the situation of reading about incentive amounts offered by the seller. Finally, we analyzed transaction situations and the seller's gain in the equilibrium. The results revealed many points to be consistent with findings from earlier studies and with actual conditions prevailing in e-commerce markets. However, this research is limited to the proposal and analysis of a theoretical model. Therefore, future studies must be undertaken using economic experiments to verify the consistency of a model using actual transaction data and to verify the attitudes of buyers when purchasing.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"39 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":"130726277","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":"Interaction as a concept for Social Service Engineering","authors":"Christian Zinke-Wehlmann, Julia Friedrich, Vanita Römer, Kristin Gilbert, Ulrike Pietrzyk, Anne Steputat Rätze","doi":"10.54941/ahfe1002582","DOIUrl":"https://doi.org/10.54941/ahfe1002582","url":null,"abstract":"Purpose: Human factors play a central part in the design and management of services and service systems. This paper asks the conceptual question of the role of human factors in service science, speaking about the dimensions of human interactions in service design. Design/methodology/approach: Our research is deeply embedded in the approach of design science research (DSR). In contrast to the DSR which focuses primarily on designing and evaluating practical solutions, this work concentrates on theory building during DSR cycles. Hence, it systematically develops practical solution experiences and theoretical conceptualizations accordingly. Findings: While current research in service science focuses on service systems with service as the central element, the present paper evaluates the importance of interaction as the basis for the co-creation of value and, thus, linking service system and work system. It introduces the concept of interaction as a phenomenon that describes the in-actu situation in which actors co-create value by exchanging service – especially in human-human interaction. Work and service design as well as service engineering means to design all conditions for a successful interaction – avoiding value destruction (e.g., stress and unhealthy work conditions) as well as promoting co-creation of value (e.g., wellbeing, satisfaction as well as monetary value).","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"1 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":"116445281","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":"“Voices of Design: People, Stories and Innovation” Service Design through University and Community Engagement","authors":"Debra Satterfield, Jose Rivera-Chang, David Teubner, Tom Tredway, Wesley Woelfel","doi":"10.54941/ahfe1002539","DOIUrl":"https://doi.org/10.54941/ahfe1002539","url":null,"abstract":"Voices of Design (VOD) is an event that uses Zoom, an online meeting program, and Miro, a web-based whiteboard platform, to create a virtual space for group collaboration and research. This virtual meeting space and the strategies of the VOD event are discussed regarding their ability to support large and small group interaction, interpersonal communication, design thinking processes, collaboration, complex problem solving, and gamification activities all in real time. Four goals were set as metrics for the success of this event: 1) create a safe virtual meeting place to share ideas, collaborate, and build community, 2) design content that inspires participants and casts a shared vision for design as a catalyst for positive change at global, national, local and personal levels, 3) use the event to build common ground by solving worthy yet complex problems, and 4) actively engage participants in the online activities through a series of gamification strategies. This event, these online and digital platforms, and these four goals are discussed regarding best practices for service design for online and hybrid education and design research conducted in virtual space.","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":"128256295","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":"COOPE – a framework for managing coopetition in the platform economy","authors":"Louisa Loew, T. Fischer, Jens Neuhüttler","doi":"10.54941/ahfe1003103","DOIUrl":"https://doi.org/10.54941/ahfe1003103","url":null,"abstract":"Over the last 20 years platform business models become increasingly important in global economies. Digital economy and platform business models offer great potential for adding value to digital or digital enabled products. Companies can gain significant network effects and connect with different user groups via digital transaction platforms.Companies planning to enter platform business models traditionally have a choice between ‘making or buying’ a platform or enter existing ecosystems. Both options come with significant disadvantages in terms of risk, costs and governance. A promising innovative option for smaller players like SMEs or startup companies is the “co-opetition” approach. Companies co-operating with competitors to pool their economic strength and network effects in a joint platform and reduce market entry risks. In addition, potentials for reducing the costs of setting up IT infrastructures can be realised.Despite the advantages, the co-opetition approach also presents companies with design-related challenges. One challenge, for example, is to sustainably protect key competitive advantages and unique resources despite the cooperation and intensive exchange with competitors. If two or more competitors work together on a digital platform solution to collect, analyse and use machine data, the data could create unintended transparency about machine performance, strengths and weaknesses. Clear demarcation, control options and the building of trust between the companies are needed here. At the operational level, for example, it is important to establish a culture of cooperation among employees that allows for intensive exchange in some areas and competitive thinking and behaviour in others.In this paper we present a model for co-opetition in platform-economy combining concepts of platform economy, co-opetition and agility. Based on theoretical concepts a three-dimensional model has been elaborated that reduces complexity and provides decision support for relationship building with competitors in the dimensions: (1) strategy to enter platform economy (2) design layer which allows structural but agile coordination of relationships and (3) perspectives that need consideration on platforms. By combining the different concepts and perspectives, the model provides a theoretical framework for decision-making and supports companies in assessing the potentials of coopetition and realising them through appropriate design.","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"7 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":"134467633","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":"Interdisciplinary Design Teaching: A pedagogical approach to train hands-on UX/UI designers","authors":"S. Anvari, Gabriella Hancock","doi":"10.54941/ahfe1002536","DOIUrl":"https://doi.org/10.54941/ahfe1002536","url":null,"abstract":"The rapid growth in the prevalence of smart devices has created a significant demand for workforces with knowledge and experience in user-centered design. The new emerging designers are expected to be familiar with practical design research methods while delivering competitive visual results. An interdisciplinary pedagogical approach to design teaching can help students connect the practice of psychology, human factors, and graphic design. In this presentation, we will discuss our practical methods of forming an interdisciplinary design research team to work on a hands-on design challenge involving academia and industry for the usability of specialized medical devices.Our research focuses on enhancing the usability of Environmental Control Units (ECU) in the VA Hospital healthcare system. An ECU is a digital tablet with specific functionality to help patients with spinal cord injury disabilities to overcome their common day-to-day challenges such as: making a phone call or calling the nurse/help, switching on/off the lights, adjusting the bed, etc. This device has four modes of interaction: touch-based, sip-and-puff (pneumatic tube), eye-tracking, and voice-control. Veterans with SCI/D typically find ECUs useful, yet previous research has identified dozens of usability issues ranging from relatively minor or cosmetic to catastrophic (Hancock et al., 2020; Etingen et al., 2017). This multidisciplinary research project is ongoing between California State University Long Beach, the Spinal Cord Injuries and Disorders (SCI/D) Center at the Long Beach VA Hospital, and the device manufacturer, Accessibility Services, Inc.This research started in 2019 with heuristic analyses of the touch-based and eye-tracking modalities of the ECU device (Hancock et al., 2020a; Hancock et al., 2020b). Based on the heuristic evaluation findings, the team made a Beta version with improvements. The team were prepared to conduct A/B usability testing, but due to the COVID-19 Pandemic, accessing the hospital grounds got limited. In the summer of 2020, the design team developed a fully online digital prototype of the ECU interface to conduct remote A/B usability testing with a neurotypical population (i.e., CSULB students). This research has brought together students from graphic design and psychology to engage in a hands-on user-centered design project. Students from both practices received training to conduct remote user-testing sessions and post-processing the resulting data. Currently, the team is collecting data from its ongoing A/B testing between the Alpha and Beta versions of the interface. In the meantime, the team has begun to draft a new design (Omega version) based on the current and emerging findings to make design improvement suggestions to the device manufacturer.This paper will discuss how interdisciplinary design research creates unique opportunities for students in graphic design to learn human-factors psychology and how various design choices for interface ","PeriodicalId":380925,"journal":{"name":"The Human Side of Service Engineering","volume":"96 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":"134072207","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}