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. An exploration of this emerging area of research and practice, Advances in the Human Side of Service Engineerin

part |2 pages

Section II. Service Innovation

chapter 5|11 pages

Value co-creation in R&D

ByY. Sawatani and T. Arimoto, Japan

chapter 6|10 pages

Social networks for outsourcing and developing a firm's creativity

ByM. Colurcio, M. Tregua, M. Melia and A. Caridà, Italy

chapter 7|16 pages

Creativity and learning in the practices of service innovation

ByT. Russo Spena and C. Mele, Italy

chapter 10|9 pages

Designing a mobile-based banking service: The MOBSERV Project

ByA. Simões, S. Guerreiro, A. Ferreira, S. Rôla and G. Freire, Portugal

part |2 pages

Section III. Societal Factors

part |2 pages

Section IV. Service System Frameworks

chapter 19|7 pages

Change in organization - emerging situations, character and praxis

ByT. Keränen, Finland

chapter 23|10 pages

Co-producing value through public transit information services

ByA. Steinfeld, S. Rao, A. Tran, J. Zimmerman, A. Tomasic, USA

part |2 pages

Section V. Service Design

chapter 29|10 pages

Three approaches to co-creating services with users

ByE. Kaasinen, K. Koskela-Huotari, V. Ikonen, M. Niemelä and P. Näkki, Finland

chapter 30|11 pages

Interactive design method based on structured-scenario

ByK. Kusano, M. Nakatani and T. Ohno, Japan

chapter 31|10 pages

Black female voices: Designing an HIV health information artifact

ByF. Cobb Payton, J. Kiwanuka-Tondo, L. Kvasny, USA

part |2 pages

Section VI. Organizations and Change

chapter 33|10 pages

Governing human relations to promote local service systems in processes of internationalization

ByI. Orlando, A. Siniscalchi, P. Piciocchi, C. Bassano and A. Amendola, Italy

chapter 34|10 pages

A VSA communication model for service systems governance

ByA. Siano, P. Piciocchi, M. Volpe, M. Confetto, A. Vollero and M. Siglioccolo, Italy

chapter 36|10 pages

Human resources for governing business dynamics. The viable systems approach

ByG. Golinelli and C. Bassano, Italy

chapter 37|10 pages

Modeling cooperative behaviors in innovation networks: An empirical analysis

ByL. Prota, M. D'Esposito, D. De Stefano, G. Giordano and M. Vitale, Italy

chapter 38|10 pages

Introduction of computer supported quality control circle in a Japanese cuisine restaurant

ByR. Ueoka, T. Shinmura, R. Tenmoku, T. Okuma and T. Kurata, Japan

chapter 39|10 pages

Leading change by playing: Design and implementation of a management game for aviation ground services

ByJ. Kramer, F. Mayer, M. Gassner and R. Nägele, Germany

chapter 40|11 pages

Incorporating Kano's model and Markov chain into Kansei Engineering in services

ByM. Hartono, Indonesia, T. Chuan and J. Peacock, Singapore

chapter 41|10 pages

A comparative analysis of lean techniques

ByE. Cudney, USA

chapter 42|11 pages

An analysis of the impact of lean on safety

part |2 pages

Section VII. Value Co-Creation and Customers

chapter 43|10 pages

Value orchestration platform: Model and strategies

ByK. Kijima, Japan, T. Rintamki and L. Mitronen, Finland

chapter 44|9 pages

Service space communication by voice tweets in nursing

ByK. Torii, N. Uchihira, T. Chino, K. Iwata, T. Murakami and T. Tanaka, Japan