摘要 :
The purpose of this study is to define generic service processes, their system, and a scope of service science developed originally by the author. In the presented approach, the main criterion is the class of serviced users, since...
展开
The purpose of this study is to define generic service processes, their system, and a scope of service science developed originally by the author. In the presented approach, the main criterion is the class of serviced users, since this leads to the six kinds of process recognition and eventually helps in planning e-service systems 'architecture. E-service system (e-SS) is defined as a mission-goal-strategy-driven configuration of technology, organizational processes and networks designed to deliver HTservicesH that satisfy the needs, wants, or aspirations of customers. Marketing, operations, and global environment considerations have significant implications for the design of an e-service system. Four criteria which impact e-service systems' architecture have been defined as. service business model, customer contact and level of involvement (Service User Interface), service provider s enterprise complexity (Enterprise Systems and Networks), and scope of goods involved in service. It was proved that the e-service system is the intermediary layer between Service User Interface and Enterprise Systems and Networks. Two examples ofe-SS have been modeled.
收起
摘要 :
In service-oriented architectures the management of services is a crucial task during all stages of IT operations. Based on a case study performed for a group of finance companies the different aspects of service management are pr...
展开
In service-oriented architectures the management of services is a crucial task during all stages of IT operations. Based on a case study performed for a group of finance companies the different aspects of service management are presented. First, the paper discusses how services must be described for management purposes. In particular, a special emphasis is placed on the integration of legacy/non web services. Secondly, the service lifecycle that underlies service management is presented. Especially, the relation to SOA governance and an appropriate tool support by registry repositories is outlined.
收起
摘要 :
In lots of countries, service economy has become the dominant economy. Modern services industries require talents skillful at multidiscipline subjects including IT services, business models, management skills, psychology, etc. The...
展开
In lots of countries, service economy has become the dominant economy. Modern services industries require talents skillful at multidiscipline subjects including IT services, business models, management skills, psychology, etc. There is the rise of services science, service-oriented computing, and services computing. The multidiscipline features bring new challenges for services science. In this paper, we go beyond the traditional view of services and propose a three-layer framework for services science and services innovation. The framework covers service needs, service competencies, and service resources. We believe that these are the common building blocks and foundations for modern services industries. We use Amazon as an example to show the relevant of the framework for analyzing patterns of services innovation. We also use this framework to derive a set of service curricula for training talents for modern services.
收起
摘要 :
The rising importance of service for the global economy has resulted in a significant number of efforts to define and interpret its meaning. In this vein, this article identifies and organizes related literature following a holist...
展开
The rising importance of service for the global economy has resulted in a significant number of efforts to define and interpret its meaning. In this vein, this article identifies and organizes related literature following a holistic approach. The authors study service from different perspectives, both business-related and technical ones, e.g., marketing, operations management, and computer science. A total of 47 definitions of service are finally reviewed. They 've found out: (I) How is service perceived and defined by different disciplines and (2) What are the common service species according to related literature. The authors observe that in the business realm service falls under either of the following two categories: service as a set of value-creating activities and service as a transformation. Due to ICT revolutionizing service provision, significant work has also been conducted in order to study technology-enabled services. The authors identified different types oftechnology-enabled services, namely e-services, SOA services and Web services. The main contribution of this article lies in the broadness, completeness and cross-disciplinarily of the literature covered, thus being able to stand as a reference source of knowledge for service analysts, engineers and practitioners.
收起
摘要 :
Services are now a larger portion of the economy than manufacturing for every nation on Earth, and services are an overwhelming portion of Western economies. While decision-making research has begun responding to this change, much...
展开
Services are now a larger portion of the economy than manufacturing for every nation on Earth, and services are an overwhelming portion of Western economies. While decision-making research has begun responding to this change, much of the scholarly work still addresses manufacturing issues. Particularly revealing is the field of operations management (OM), in which the proportion of manuscripts dedicated to services has been estimated at 3%, 6%, and 7.5% by various authors. We investigate several possible reasons for the neglect of services in research, including the difficulty in defining services, viewing services as derivative activities, a lack of defined processes, a lack of scale in services, and the effect of variability on service performance. We argue that times have changed, and none of these reasons is valid anymore. We sound the warning that failure to emphasize services in our research and teaching may signal the decline of the discipline. We note the proportion of OM faculty in business schools has shrunk in the past 10 years. Finally, we examine a selection of service research agendas and note several directions for high-impact, innovative research to revitalize the decision sciences. With practitioners joining the call for more research in services, the academic community has an exciting opportunity to embrace services and reshape its future.
收起
摘要 :
The promise of service design is to enable a service supplier to prosper by delivering continuous value to customers. This prosperity is of strategic value to the service supplier. There is value in a service for both the service ...
展开
The promise of service design is to enable a service supplier to prosper by delivering continuous value to customers. This prosperity is of strategic value to the service supplier. There is value in a service for both the service supplier and its service customers. The authors call these two values, service supplier value and service adopter value. When designing a service, it is necessary to align both value propositions with the service components and service features. In this paper, the authors propose a systemic methodwhere whole (i.e., black box) andcomposite (i.e., white box) reasoningare interleavedon the organizational and functional dimensions. The authors begin by producing an as-is model that describes how the value is created for the customer and captured by the service supplier. Service improvement opportunities are identified in terms of value to both service adopter and service supplier. A to-be model is built that specifies the new interaction between actors and their new responsibilities and thereby, new service components and features. The method is illustrated with an example based on the service offering and implementation of Amazon.com in Amazon Marketplace.
收起
摘要 :
This paper provides a critical analysis of European service research. The paper reviews the state of service research in 1991 and critically evaluates the subsequent two decades of academic research. The paper then identifies key ...
展开
This paper provides a critical analysis of European service research. The paper reviews the state of service research in 1991 and critically evaluates the subsequent two decades of academic research. The paper then identifies key research challenges that must be addressed over the next decade. The key issues identified include: the development of new conceptual frameworks; the creation of new metaphors that might supplant the dominance of the networking metaphor; research that would explore the production of translocal distributed co-produced service expertise; further work on embodied expertise/labour; research on services and manufacturing; modifications to national statistics and a critical analysis of the relationship between knowledge and business, and professional services.
收起
摘要 :
The present study comprehensively reviews the service quality models available in the extant literature and provides an integrated view of service quality to future researchers. PRISMA review framework guided the review methodolog...
展开
The present study comprehensively reviews the service quality models available in the extant literature and provides an integrated view of service quality to future researchers. PRISMA review framework guided the review methodology. Thematic analysis and content analysis formed the basis for dissecting deeper insights. Findings suggest that service quality models revolve around customer centricity and aim to achieve customer satisfaction. Sector-specific service quality measures focused on domain-specific customer needs and instrumentalised tools for exceeding customer expectations. Theoretical and practical implications with future research directions are offered to guide future studies.
收起
摘要 :
The creation of value-added services by automatic composition of existing ones is gaining significant momentum as the potential silver bullet in service-oriented computing. A large number of composition methods have been proposed,...
展开
The creation of value-added services by automatic composition of existing ones is gaining significant momentum as the potential silver bullet in service-oriented computing. A large number of composition methods have been proposed, and most of them are based on the matching of input and output parameters of services only. However, most services in the real world are not universally applicable, and some applicable conditions or restrictions are imposed on them by their providers. Such constraints have a great impact on service composition, but have been largely ignored by the existing methods. In this paper, they are discussed and defined, and a simple formal expression is adopted to describe them. Two novel concepts, called service intension and service extension, are presented, which allow one to divide the basic elements of a web service definition into two parts. Consequently, their use allows us to propose a constraint-aware service composition method in which service constraints are well taken care. The proposed solution includes a graph search-based algorithm and two novel preprocessing methods. A publicly available test set from ICEBE05 is used to evaluate and analyze the proposed methodology.
收起
摘要 :
There are many different index structures for service repositories, such as sequential index, inverted index, and multilevel indices that include three deployments. Different service sets maybe have different characteristics tha...
展开
There are many different index structures for service repositories, such as sequential index, inverted index, and multilevel indices that include three deployments. Different service sets maybe have different characteristics that may affect performance from different aspects. For a given service set, which index structure is the most optimal one? To address these issues, this paper analyses five indexing models and proposes expectation of traversed service count to estimate performance of service retrieval. Based on these expectation formulas, an optimal deployment method can be identified to maximize efficiency of service retrieval. Our experiments first validate correctness of the proposed formulas and then validate the effective of the optimal method.
收起
