Advances in the human side of service engineering : proceedings of the AHFE 2016 International Conference on The Human Side of Service Engineering, July 27-31, 2016, Walt Disney World®, Florida, USA / Tareq Z. Ahram, Waldemar Karwowski, editors.

Advances in Human Factors and Ergonomics 2016; Preface; Contents; People-Centered Service Systems; 1 Linking Business and Technology for Future Customer Creation; Abstract; 1 Introduction; 2 Exploration, Exploitation and Ambidexterity; 3 Research Methodology; 3.1 Selection of Cases; 4 Findings; 5 Discussions and Future Research; References; 2 User-Centered Arrangement of Public Services; Abstract; 1 Introduction; 2 Method; 2.1 Demographic Features; 2.2 Geographic Feature; 2.3 Behavioral Features; 2.4 Nature Feature; 2.5 Service Quantitative Comparison; 3 Results; 4 Discussion; 5 Conclusions

AcknowledgmentsReferences; 3 What Makes a System Smart? Wise?; Abstract; 1 Introduction: From Individuals to Systems; 2 Governance and Rules in Three Types of Systems; 2.1 Polycentric Systems; 2.2 Viable Systems; 2.3 Service Systems; 3 Concluding Remarks: Future Research Directions; References; 4 Physiological Evaluation and Quantification of Physician's Cognitive Workload During Interaction with Computer Based Clinical System; Abstract; 1 Introduction; 2 Materials and Methods; 2.1 Radiation-Therapy Clinical Tasks; 2.2 Pupillary Data Processing; 2.3 Quantification of Cognitive Workload (CWL)

2.4 Statistical Analysis3 Results; 4 Discussion; 5 Conclusion; Acknowledgments; References; 5 Measuring Cognitive Workload and General Activity of Controllers in Hazardous Liquids and Gas Control Rooms; Abstract; 1 Introduction; 2 Workload as a Multidimensional Measure; 3 Task Demands; 4 Other Human Factors Issues; 5 Analyses and Report; Reference; 6 Assessing the Quality of the A3 Thinking Tool for Problem Solving; Abstract; 1 Introduction; 1.1 Background on the PDSA Cycle; 1.2 Background on the A3 Tool for Problem Solving; 2 Methods; 2.1 Development of the A3 Quality Assessment Rubric

2.2 Development of the A3 QA Rubric Training Materials2.3 Data Collection; 2.4 Data Analysis; 3 Results; 4 Discussion; 5 Conclusion; Acknowledgments; References; 7 Ethics in Service Design for Children with Autism and Cognitive Disabilities; Abstract; 1 Introduction; 2 Combining Research Methods for UX for Persons with Autism and Cognitive Disabilities; 3 The Role of Focus Groups; 3.1 Ethnographic Observation as a Method of Non-verbal Data Collection; 4 Data Collection for UXd with Non-verbal User Groups; 5 Discussion and Conclusions; References

8 Integrating Health Services Engineering: A Multidimensional ApproachAbstract; 1 Introduction; 2 Background; 3 Components of the Multidimensional Approach; 3.1 Team Projects; 3.2 Consultative Projects and Studies; 3.3 Classroom Education; 3.4 Organizational Networking; 4 Evolution of the Concept; 5 Summary; References; 9 Use of Smart Phones to Improve the Human Factors Engineering of People Suffering from Chronic Diseases; Abstract; 1 Introduction; 2 Analysis and Methodology; 2.1 Tools and Technology Used; 2.2 Section I; 2.3 Section II; 2.4 Section III; 3 Conclusion; Appendix: Questionnaires