ABSTRACT
Businesses thrive to differentiate themselves under pressures of rapid technological change, competitors, and regulatory challenges. These pressures force companies to continuously search for new technologies that help improve their internal and external processes to reduce the time required to market new or improved products and services. The most prominent issue is the lack of automation when trying to
20.1 Introduction .................................................................................................. 493 20.2 Human Factors and Business Process Modeling for Service Industry ......... 496
20.2.1 Human Performance for Service Systems ........................................ 497 20.3 Principles of User-Centered Skills and Performance Improvement
for Service Systems ......................................................................................500 20.3.1 User-Centered Service System Development Cycle .........................505
