AI and Society 17 (2):78-96 (2003)
|Abstract||As pressures on the service economy from globalisation increase, new techniques may be appropriate for designing service systems. This paper examines the tradition of service quality and argues that its unique characteristics, such as the joint production of offerings by operators and customers, could benefit from the techniques of human factors. The interaction between human factors and quality is reviewed and four issues are extracted that should be directly applicable to service encounters. These are interface design, the understanding of error causation, a design for operator well-being and human/automation function allocation. A framework is proposed for considering technology explicitly in the design of service systems|
|Keywords||No keywords specified (fix it)|
|Categories||No categories specified (fix it)|
|Through your library||Configure|
Similar books and articles
Martin Fischer (2012). Interdisciplinary Technology Assessment of Service Robots: The Psychological/Work Science Perspective. Poiesis and Praxis 9 (3-4):231-248.
Michael Decker, Rüdiger Dillmann, Thomas Dreier, Martin Fischer, Mathias Gutmann, Ingrid Ott & Indra Spiecker Genannt Döhmann (2011). Service Robotics: Do You Know Your New Companion? Framing an Interdisciplinary Technology Assessment. Poiesis and Praxis 8 (1):25-44.
Thomas Dreier & Indra Spiecker Genannt Döhmann (2012). Legal Aspects of Service Robotics. Poiesis and Praxis 9 (3-4):201-217.
Theodora Varvarigou & Vassiliki Andronikou (2009). Identity Management in GRID Computing and Service Oriented Architectures: Research and Practice. Identity in the Information Society 2 (2):95-98.
Roger Harrison (1988). Quality of Service. In Suresh Srivastva (ed.), Executive Integrity: The Search for High Human Values in Organizational Life. Jossey-Bass.
Arash Golnam, Gil Regev & Alain Wegmann, A Modeling Framework for Analyzing the Viability of Service Systems.
Cheryl A. Hyde (2012). Ethical Dilemmas in Human Service Management: Identifying and Resolving the Challenges. Ethics and Social Welfare 6 (4):351-367.
Brian T. Trainor (2003). The Human Service 'Disciplines' and Social Work: The Foucault Effect. World Heritage Press.
H. M. Geibel (2006). In Defense of Service Learning. Teaching Philosophy 29 (2):93-109.
Dorothy Lander (2000). The Vocational PortfoIio of an Adult Educator-in-Process. Inquiry 19 (3):20-33.
Ashish Pandey, Rajen K. Gupta & A. P. Arora (2009). Spiritual Climate of Business Organizations and its Impact on Customers' Experience. Journal of Business Ethics 88 (2):313 - 332.
G. M. A. Hussein (2010). When Ethics Survive Where People Do Not. Public Health Ethics 3 (1):72-77.
Leonid Tysyachnyy (2008). Four Key Rules of the Managerial Philosophy of the Global Center. Proceedings of the Xxii World Congress of Philosophy 50:801-805.
M. Joseph Sirgy (2002). Measuring Corporate Performance by Building on the Stakeholders Model of Business Ethics. Journal of Business Ethics 35 (3):143 - 162.
Pradeep K. Siddharth, P. Singh & Anil H. Ramteke (eds.) (2000). Public Service Ethics: Documents From Different Countries. Bureau of Police Research & Development.
Added to index2010-08-30
Total downloads2 ( #232,265 of 548,984 )
Recent downloads (6 months)0
How can I increase my downloads?