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A Conceptual Framework for Workforce Management: Impacts from Service Science and S-D Logic

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Advances in the Human Side of Service Engineering (AHFE 2020)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 1208))

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Abstract

Over the past four decades the service sector shaped advanced forms of interaction between human and technology actors with a wide range of actor combinations like human-to-human, human-to-technology, or technology-to-technology. The understanding of workforce, on the other hand, has remained largely unchanged in recent decades. Workforce, workforce planning, workforce management, workforce diversity and so on, focus almost exclusively on the human actor. Therefore, the authors see the need for a new understanding of workforce and for the explanation of the mechanisms and interdependencies of workforce management. Based on the theoretical concepts of Service Science and S-D Logic as well as the approaches of meso- and micro-foundation the context of workforce and workforce management is studied and a conceptual framework for workforce management and a new definition of workforce is derived.

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Author information

Authors and Affiliations

  1. Projekt 3T, Frankfurt, Germany

    Markus Frosch

  2. Institut für Service Design, University of Applied Sciences Wedel, Wedel, Germany

    Markus Warg

Authors
  1. Markus Frosch
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  2. Markus Warg
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Correspondence to Markus Warg .

Editor information

Editors and Affiliations

  1. IBM Research - Almaden, San Jose, CA, USA

    Jim Spohrer

  2. Centre for Economics and Public Administration, London, UK

    Christine Leitner

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Frosch, M., Warg, M. (2020). A Conceptual Framework for Workforce Management: Impacts from Service Science and S-D Logic. In: Spohrer, J., Leitner, C. (eds) Advances in the Human Side of Service Engineering. AHFE 2020. Advances in Intelligent Systems and Computing, vol 1208. Springer, Cham. https://doi.org/10.1007/978-3-030-51057-2_16

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  • DOI: https://doi.org/10.1007/978-3-030-51057-2_16

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-51056-5

  • Online ISBN: 978-3-030-51057-2

  • eBook Packages: EngineeringEngineering (R0)

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