Topics include:

• Adoption of health information technology (HIT)

• Aging society: the impact of age on traditional service system constructs 

• Anthropology in service science 

• Applying service design techniques to healthcare 

• Co-creating value 

• Cognitive systems modeling of service systems 

• Context-related service: the human aspect of service systems

• Designing services for underserved populations

• Ethics dividend in services: how it may be cultivated, grown, and measured

• Governance of service systems 

• Human aspects of change when applying Lean Six Sigma methods and tools

• Human side of service dominant logic in B2B settings

• Human-computer interaction and HF in software technologies

• Service network configuration impacts on customer experience 

• Simulating employees and customers in service systems 

• Systems design and the customer experience

• Usability and human side of electronic financial services 

The book also discusses issues that arise in shop floor and office environments in the quest for manufacturing agility, i.e. enhancement and integration of human skills with hardware performance for improved market competitiveness, management of change, product and process quality, and human-system reliability. It provides a foundation upon which researchers and practitioners can contribute to this quickly evolving area and make lasting contributions.

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