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

Publication Date

1-1-2021

Document Type

Conference Proceeding

Publication Title

Lecture Notes in Networks and Systems

Volume

266

DOI

10.1007/978-3-030-80840-2_1

First Page

3

Last Page

17

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.

Keywords

Participatory governance, Privacy and ethics, Service science, Service standardization, T-shape experience

Department

Information Systems and Technology; Industrial and Systems Engineering

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