Advances in the Human Side of Service Engineering
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This book describes the emerging field known 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. Contributors to this book explore the wide range of ways in which Human Factors Engineering, Ergonomics, Human Computer Interaction (HCI), Usability Testing, Attitude and Opinion Assessment, Servicescape Designs and Evaluations, 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.
Taylor & Francis Group, LLC
Boca Raton, FL
Industrial Engineering | Systems Engineering
Freund, Louis E. and Spohrer, James C., "Advances in the Human Side of Service Engineering" (2012). Books Authored by SJSU Faculty. Book 34.