Purpose: Human factors play a central part in the design and management of services and service systems. This paper asks the conceptual question of the role of human factors in service science, speaking about the dimensions of human interactions in service design. Design/methodology/approach: Our research is deeply embedded in the approach of design science research (DSR). In contrast to the DSR which focuses primarily on designing and evaluating practical solutions, this work concentrates on theory building during DSR cycles. Hence, it systematically develops practical solution experiences and theoretical conceptualizations accordingly. Findings: While current research in service science focuses on service systems with service as the central element, the present paper evaluates the importance of interaction as the basis for the co-creation of value and, thus, linking service system and work system. It introduces the concept of interaction as a phenomenon that describes the in-actu situation in which actors co-create value by exchanging service – especially in human-human interaction. Work and service design as well as service engineering means to design all conditions for a successful interaction – avoiding value destruction (e.g., stress and unhealthy work conditions) as well as promoting co-creation of value (e.g., wellbeing, satisfaction as well as monetary value).
Die Arbeitswelt wird durch die digitale Transformation grundlegend verändert, wodurch sich die Gestaltung und Regulierung von Arbeit an neue Bedürfnisse und Herausforderungen ausrichten muss. Der vorliegende Sammelband umfasst fünfzehn Beiträge aus sechs Verbundvorhaben, die im Rahmen des Förderschwerpunkts "Arbeit in der digitalisierten Welt" des Bundesministeriums für Bildung und Forschung den Transformationsprozess analysiert und auf deren Basis konkrete Lösungsansätze entwickelt und erprobt haben. In diesem Kapitel führen die Herausgeber in den Sammelband ein und erläutern den Kontext.
Arbeitsgestaltung im Kontext der DigitalisierungDie digitale Transformation der Arbeitswelt verändert die Art und Weise, wie wir bereits heute und vor allem in Zukunft arbeiten und wirtschaften. Digitale Geschäftsmodelle und Technologien beeinflussen schon heute bestehende Formen der Arbeitsorganisation und
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