IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 20

Furthering
Service 4.0
Harnessing Intelligent Immersive
Environments and Systems

by Anasol Peña-Ríos, Hani Hagras,
Gilbert Owusu, and Michael Gardner

W

ith the increasing complexity of service
operations in different industries and more
advanced uses of specialized equipment
and procedures, the great current challenge
for companies is to increase employees'
expertise and their ability to maintain and improve service
quality. In this regard, Service 4.0 aims to support and promote
innovation in service operations using emergent technology.
Current technological innovations present a significant opportunity to provide on-site, real-time support for field service professionals in many areas.
It should be no surprise, then, that intelligent immersive
environments have the potential to enhance service operations
by improving customer service and increasing overall efficiency. Intelligent immersive systems combine immersive technologies with computational intelligence mechanisms to produce
adaptive, context-aware environments for advanced decisionmaking support. Such technologies, e.g., mixed reality (MR) and
augmented reality (AR), can potentially enhance working environments, optimizing resources by reducing time and location
restrictions, leading to much faster knowledge transfer and a
deeper understanding of different processes. These methods
can also promote faster response times to provide field service
technicians with on-the-job assistance in unfamiliar situations.
The Need for MR in Service Operations
In recent years, integrating technologies that blur the lines
between the digital and physical worlds in the industrial and
service sectors has opened up a range of new opportunities,
Digital Object Identifier 10.1109/MSMC.2017.2769199
Date of publication: 17 January 2018

20

IEEE SYSTEMS, MAN, & CYBERNETICS MAGAZINE Janu ar y 20 18

2333-942X/18©2018IEEE



Table of Contents for the Digital Edition of IEEE Systems, Man, and Cybernetics Magazine - January 2018

Contents
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - Cover1
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - Cover2
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - Contents
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 2
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 3
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 4
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 5
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 6
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 7
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 8
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 9
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 10
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 11
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 12
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 13
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 14
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 15
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 16
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 17
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 18
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 19
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 20
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 21
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 22
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 23
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 24
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 25
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 26
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 27
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 28
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 29
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 30
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 31
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 32
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 33
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 34
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 35
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 36
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 37
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 38
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 39
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 40
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 41
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 42
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 43
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 44
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 45
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 46
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 47
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 48
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 49
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 50
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 51
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 52
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - Cover3
IEEE Systems, Man, and Cybernetics Magazine - January 2018 - Cover4
https://www.nxtbook.com/nxtbooks/ieee/smc_202110
https://www.nxtbook.com/nxtbooks/ieee/smc_202107
https://www.nxtbook.com/nxtbooks/ieee/smc_202104
https://www.nxtbook.com/nxtbooks/ieee/smc_202101
https://www.nxtbook.com/nxtbooks/ieee/smc_202010
https://www.nxtbook.com/nxtbooks/ieee/smc_202007
https://www.nxtbook.com/nxtbooks/ieee/smc_202004
https://www.nxtbook.com/nxtbooks/ieee/smc_202001
https://www.nxtbook.com/nxtbooks/ieee/smc_201910
https://www.nxtbook.com/nxtbooks/ieee/smc_201907
https://www.nxtbook.com/nxtbooks/ieee/smc_201904
https://www.nxtbook.com/nxtbooks/ieee/smc_201901
https://www.nxtbook.com/nxtbooks/ieee/smc_201810
https://www.nxtbook.com/nxtbooks/ieee/smc_201807
https://www.nxtbook.com/nxtbooks/ieee/smc_201804
https://www.nxtbook.com/nxtbooks/ieee/smc_201801
https://www.nxtbook.com/nxtbooks/ieee/systems_man_cybernetics_1017
https://www.nxtbook.com/nxtbooks/ieee/systems_man_cybernetics_0717
https://www.nxtbook.com/nxtbooks/ieee/systems_man_cybernetics_0417
https://www.nxtbook.com/nxtbooks/ieee/systems_man_cybernetics_0117
https://www.nxtbook.com/nxtbooks/ieee/systems_man_cybernetics_1016
https://www.nxtbook.com/nxtbooks/ieee/systems_man_cybernetics_0716
https://www.nxtbook.com/nxtbooks/ieee/systems_man_cybernetics_0416
https://www.nxtbook.com/nxtbooks/ieee/systems_man_cybernetics_0116
https://www.nxtbook.com/nxtbooks/ieee/systems_man_cybernetics_1015
https://www.nxtbook.com/nxtbooks/ieee/systems_man_cybernetics_0715
https://www.nxtbook.com/nxtbooks/ieee/systems_man_cybernetics_0415
https://www.nxtbook.com/nxtbooks/ieee/systems_man_cybernetics_0115
https://www.nxtbookmedia.com