The Human-Side of Service Engineering: Advancing Technology’s Impact on Service Innovation
Lecture Notes in Networks and Systems
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.
Participatory governance, Privacy and ethics, Service science, Service standardization, T-shape experience
Information Systems and Technology; Industrial and Systems Engineering
Wojciech Cellary, Louis E. Freund, Stephen K. Kwan, Christine Leitner, and Jim Spohrer. "The Human-Side of Service Engineering: Advancing Technology’s Impact on Service Innovation" Lecture Notes in Networks and Systems (2021): 3-17. https://doi.org/10.1007/978-3-030-80840-2_1