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.

Automation, powered by advances in machine learning and data science, is super-charging innovation and disrupting industries and jobs. Work in America looks very different from a couple of decades ago, and it will look even more different going into the future decades. For new jobs to offset the losses, particularly in the fields of Science, Technology, Engineering, and Mathematics (STEM), America will require an adaptable workforce [1] with a new set of skills [2]. To gain an industry perspective on how STEM undergraduate educational institutions might best meet the expected demands for new skills, the International Society of Service Innovation Professionals (ISSIP) was awarded a contract by the National Science Foundation (NSF). The goal of this project was to seek the perspectives of industry leaders using a survey and a workshop focusing on workforce re-skilling and educational trends that industry views as important and necessary for a thriving future workforce. These perspectives were summarized and provided to leaders in higher education. In this paper, the authors present the outcomes of the workshop, the stakeholder feedback, a roadmap for the future of STEM education, and a set of recommendations to the leaders of higher education institutions.

Free AccessAboutSectionsView PDF ToolsAdd to favoritesDownload CitationsTrack CitationsPermissionsReprints ShareShare onFacebookTwitterLinked InEmail Go to SectionFree Access HomeService ScienceVol. 6, No. 2 Introduction to the Special Section on the Second International Conference on the Human Side of Service EngineeringLouis E. Freund, Wojciech CellaryLouis E. Freund, Wojciech CellaryPublished Online:23 May 2014https://doi.org/10.1287/serv.2014.0071This issue of Service Science is partly dedicated to recognizing the Second International Conference on the Human Side of Service Engineering (HSSE 2014), which will be held in Kraków, Poland, July 19–23, 2014. It is one of 12 of the affiliated conferences comprising the Fifth International Conference on Applied Human Factors and Ergonomics (AHFE 2014). AHFE meetings are held every other year.More than 130 presentations in 25 two-hour sessions comprise HSSE 2014. The focus is on the ways in which a service system’s design, operation, and effectiveness could be enhanced by consideration of its human components. Technical and engineering sophistication without broad allowances and enablers for the human coproducers of service cannot result in optimal service outcomes, efficient service completion, or service experiences that stir customer loyalties.The meeting will begin with a comprehensive overview of the human side of service-dominant logic presented by two leaders in the field, Robert Lusch and Bo Edvardsson. The sessions that follow cover topics in education, research, big data, service fascination, context-related services, integrating human and artificial services, and many aspects of service design and innovation. A large percentage of the conference is made up of invited presentations. One of the invited contributions was the paper included in this special section of Service Science by Katri Kallio and Inka Lappalainen of VTT Technical Research Centre of Finland, “Learning About Service Orientation in KIBS: Understanding the Customer as an Active Actor.” The paper provides solid background on concepts that that will be discussed widely during the meeting: cocreation of value in services, the relationship between the human side of service systems and service-dominant logic, service innovation, and experimentation in service design and improvement. It also includes a review of a case study conducted by the authors to more fully understand the interfaces of service-dominant logic and learning theories in the context of a service innovation project.All the full papers, both invited and contributed to the conference in response to the general call, will appear in the AHFE 2014 conference proceedings, which will be published by CRC Press/Taylor & Francis. The Sixth International AHFE conference, which is to become an annual meeting, will be held at the Caesars Palace Hotel in Las Vegas, Nevada, July 26–30, 2015 (http://www.ahfe2015.org). The Third International Conference on the Human Side of Service Engineering will be a prominent part of that conference. Back to Top Next FiguresReferencesRelatedInformation Volume 6, Issue 2June 2014Pages 77-148 Article Information Metrics Information Published Online:May 23, 2014 Copyright © 2014, INFORMSCite asLouis E. Freund, Wojciech Cellary (2014) Introduction to the Special Section on the Second International Conference on the Human Side of Service Engineering. Service Science 6(2):77-77. https://doi.org/10.1287/serv.2014.0071 PDF download

Service engineering is concerned with applying engineering methods to make and scale diverse types of service systems, which range from transportation and finance to health care and government. What makes modern service engineering uniquely challenging is the need not only to consider the technical side of these system designs but also to focus on how these systems engage, relate to, and are perceived to contribute to the self‐actualization goals of their all‐too‐human “cocreators of value.” Service systems must have a wide‐ranging “human side.” In this article, we propose a framework to scope and better define the human side of modern service systems. We then explore how to impact the cocreation of value in modern service systems, characterized by their digital, interconnected, dynamic, and human‐intensive nature. In conclusion, we relate the other articles in this special issue to this modern service system framework, as well as suggesting future research directions. © 2012 Wiley Periodicals, Inc.

This project got underway without funding approved during the summer of 1998. The initial project steps were to identify previously published work in the fields of error classification systems, physiological measurements of awareness, and related topics. This agenda was modified at the request of NASA Ames in August, 1998 to include supporting the new Cargo Air Association (CAA) evaluation of the Human Factors related to the ADS-B technology. Additional funding was promised to fully support both efforts. Work on library research ended in the late Fall, 1998 when the SJSU project directors were informed that NASA would not be adding to the initial funding of the research project as had been initially committed. However, NASA did provide additional funding for the CAA project activity. NASA elected to leave the research grant in place to provide a pathway for the CAA project funding to SJSU (San Jose State University) to support Dr. Freund's work on the CAA tasks. Dr. Knapp essentially terminated his involvement with the project at this time.

JAY GOLDMAN (D.Sc., Washington University, St. Louis, Missouri) is professor of industrial engineering at North Carolina State University in Releigh, North Carolina. Dr. Goldman's chief interest is in the application of industrial engineering in medical care administration. His present activities revolve about the organization and systems for delivering of patient care within a medical center complex. LEWIS FREUND (M.S.I.E., Washington University, St. Louis, Missouri) is research associate in the Bureau of Hospital Administration, University of Michigan, Ann Arbor, Michigan and a doctoral student in the department of industrial engineering, University of Michigan. Mr. Freund's current research interest is in nursing unit organization and measures of nursing unit performance.