TY - GEN
T1 - A Service Behavior Model for Description of Co-Production Feature of Services
AU - Mo, Tong
AU - Xu, Xiaofei
AU - Wang, Zhongjie
N1 - Publisher Copyright:
© 2008, Springer Science and Business Media Deutschland GmbH. All rights reserved.
PY - 2008
Y1 - 2008
N2 - In order to ensure better service quality during service design and execution, requirements raised by service customers need to be fully and rightly gathered, understood and described as models. Co-production between service providers and customers is a key feature of services, however until today there still lack of proper methods to address this issue. In this paper, state of the art of service models in literatures are firstly summarized, then several key aspects of service models are analyzed in details, e.g., roles, interactive behaviors, value and risk, etc. Subsequently, a new service behavior model named “Service-Provider-Customer (SPC)” is presented, including its graphical representations and attribute-based semantics descriptions. To validate this model, a case study on ocean logistics services is put forward, and a qualitative comparison between SPC and some other service models from literatures is shown.
AB - In order to ensure better service quality during service design and execution, requirements raised by service customers need to be fully and rightly gathered, understood and described as models. Co-production between service providers and customers is a key feature of services, however until today there still lack of proper methods to address this issue. In this paper, state of the art of service models in literatures are firstly summarized, then several key aspects of service models are analyzed in details, e.g., roles, interactive behaviors, value and risk, etc. Subsequently, a new service behavior model named “Service-Provider-Customer (SPC)” is presented, including its graphical representations and attribute-based semantics descriptions. To validate this model, a case study on ocean logistics services is put forward, and a qualitative comparison between SPC and some other service models from literatures is shown.
KW - Business models for interoperable products and services
KW - Enterprise modeling for interoperability
KW - Interoperability of E-Business solutions
UR - https://www.scopus.com/pages/publications/75349107217
U2 - 10.1007/978-1-84800-221-0_20
DO - 10.1007/978-1-84800-221-0_20
M3 - 会议稿件
AN - SCOPUS:75349107217
SN - 9781848002203
T3 - Proceedings of the I-ESA Conferences
SP - 247
EP - 260
BT - Enterprise Interoperability III - New Challenges and Industrial Approaches
A2 - Mertins, Kai
A2 - Popplewell, Keith
A2 - Ruggaber, Rainer
A2 - Xu, Xiaofei
PB - Springer Science and Business Media Deutschland GmbH
T2 - 4th International Conference on Interoperability for Enterprise Systems and Applications, I-ESA 2008
Y2 - 26 March 2008 through 28 March 2008
ER -