Abstract
The diffusion of the Internet fosters the development and provisioning of large amounts of information-intensive services. Methods and techniques such as heuristics, policy-based approaches, reputation- and trust-based selection techniques, multi-criteria decision analysis, UDDI-extensions, and ontology-based preference modeling approaches have been developed to facilitate the description, discovery, composition, and consumption of these services. Still, consumers face difficulties in selecting the services that best fit their needs. An assessment of the identified techniques suggests that multi-criteria decision analyses are best suited for the selection of information-intensive services. On this basis, a multi-dimensional service selection model is developed, which includes social, technological, economic, and political considerations. The application of this model is demonstrated by means of an exemplary case. This model with the inclusion of decision categories and sub-categories can help service consumers in selecting complex, information-intensive services.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Schroth, C.: The internet of services: Global industrialization of information intensive services. In: Proceedings of the 2nd International Conference on Digital Information Management, Lyon, France, pp. 635–642 (2007)
Baida, Z., Gordijn, J., Omelayenko, B.: A shared service terminology for online service provisioning. In: Proceedings of the 6th International Conference on Electronic Commerce, Delft, The Netherlands, pp. 1–10 (2004)
Vargo, S.L., Lusch, R.F.: The four service marketing myths. Journal of Service Research 6, 324–335 (2004)
Alter, S.: Service systems fundamentals: Work system, value chain, and life cycle. IBM Systems Journal 47, 71–85 (2008)
Alter, S.: Service responsibility tables: a new tool for analyzing and designing systems. In: Proceedings of the 13th Americas Conference on Information Systems, Keystone, USA, pp. 1–10 (2007)
Cullen, S., Seddon, P., Willcocks, L.: Managing outsourcing: the life cycle imperative. MIS Quarterly Executive 4, 229–246 (2005)
Sreenath, R.M., Singh, M.P.: Agent-based service selection. Web Semantics: Science, Services and Agents on the World Wide Web 1, 261–279 (2004)
Krishna, S., Sahay, S., Walsham, G.: Managing cross-cultural issues in global software outsourcing. Communications of the ACM 47, 62–66 (2004)
Yu, T., Zhang, Y., Lin, K.-J.: Efficient algorithms for Web services selection with end-to-end QoS constraints. ACM Transactions on the Web 1, 1–26 (2007)
Zeng, L., Benatallah, B., Dumas, M., Kalagnanam, J., Sheng, Q.Z.: Quality driven web services composition. In: Proceedings of the 12th International Conference on World Wide Web. ACM, Budapest (2003)
Maximilien, E.M., Singh, M.P.: A framework and ontology for dynamic Web services selection. IEEE Internet Computing 8, 84–93 (2004)
Kugyt, R., Šliburyt, L.: Astandardized model of service provider selection criteria for different service types: A consumer-oriented approach. Inzinerine Ekonomika-Engineering Economics 3, 56–63 (2005)
Collier, D., Meyer, S.: An empirical comparison of service matrices. International Journal of Operations & Production Management 20, 705–729 (2000)
Ettenson, R., Turner, K.: An exploratory investigation of consumer decision making for selected professional and nonprofessional services. Journal of Services Marketing 11, 91–104 (1997)
Gigerenzer, G.: Gut Feelings: The Intelligence of the Unconscious. Penguin Books, New York (2007)
Menascé, D., Casalicchio, E., Dubey, V.: A heuristic approach to optimal service selection in service oriented architectures. In: Proceedings of the 7th International Workshop on Software and Performance, Princeton, NJ, USA (2008)
Menascé, D., Casalicchio, E., Dubey, V.: On optimal service selection in Service Oriented Architectures. Performance Evaluation 67, 659–675 (2010)
Brehm, S., Kassin, S., Fein, S.: Social Psychology. Houghton Mifflin, Boston (2002)
Yu, H., Reiff-Marganiec, S.: Non-functional property based service selection: A survey and classification of approaches. In: Proceedings of the 2nd Non Functional Properties and Service Level Agreements in Service Oriented Computing Workshop, Dublin, Ireland (2008)
Janicke, H., Solanki, M.: Policy-driven service discovery. In: Proceedings of the 2nd European Young Researchers Workshop on Service-Oriented Computing, Leicester, UK, pp. 56–62 (2007)
Liu, Y., Ngu, A.H., Zeng, L.Z.: QoS computation and policing in dynamic web service selection. In: Proceedings of the 13th International Conference on World Wide Web, Budapest, Hungary (2004)
Wang, Y., Vassileva, J.: Toward trust and reputation based web service selection: A survey. International Transactions on Systems Science and Applications 3, 118–132 (2007)
Galizia, S., Gugliotta, A., Domingue, J.: A trust based methodology for web service selection. In: Proceedings of International Conference on Semantic Computing, Irvine, CA, pp. 193–200 (2007)
Wu, C., Chang, E.: Intelligent web services selection based on AHP and Wiki. In: Proceedings of the IEEE/WIC/ACM International Conference on Web Intelligence, Fremont, CA, pp. 767–770 (2007)
Handfield, R., Walton, S.V., Sroufe, R., Melnyk, S.A.: Applying environmental criteria to supplier assessment: A study in the application of the analytical hierarchy process. European Journal of Operational Research 141, 70–87 (2002)
Seo, Y.-J., Jeong, H.-Y., Song, Y.-J.: A Study on Web Services Selection Method Based on the Negotiation Through Quality Broker: A MAUT-based Approach. In: Wu, Z., Chen, C., Guo, M., Bu, J. (eds.) ICESS 2004. LNCS, vol. 3605, pp. 65–73. Springer, Heidelberg (2005)
Guarino, N.: Formal ontology and information systems. In: Proceedings of the International Conference on Formal Ontology in Information Systems, Trento, Italy (1998)
GarcÃa, J., Ruiz, D., Ruiz-Cortés, A.: A Model of User Preferences for Semantic Services Discovery and Ranking. In: Aroyo, L., Antoniou, G., Hyvönen, E., ten Teije, A., Stuckenschmidt, H., Cabral, L., Tudorache, T. (eds.) ESWC 2010, Part II. LNCS, vol. 6089, pp. 1–14. Springer, Heidelberg (2010)
Wei, C., Chien, C., Wang, M.: An AHP-based approach to ERP system selection. International Journal of Production Economics 96, 47–62 (2005)
Peng, G.C., Nunes, M.B.: Using PEST analysis as a tool for refining and focusing context for information systems research. In: Proceedings of the 6th European Conference on Research Methodology for Business and Management Studies, Lisbon, Portugal, pp. 229–236 (2007)
Voros, J.: Reframing environmental scanning: An integral approach. Foresight 3, 533–551 (2001)
Warner, A.G.: Strategic analysis and choice: A structured approach. Business Expert Press, New York (2010)
Webster, J., Watson, R.T.: Analyzing the past to prepare for the future: Writing a literature review. MIS Quarterly Executive 26, 13–23 (2002)
Tian, M., Gramm, A., Nabulsi, M., Ritter, H., Schiller, J.H., Voigt, T.: QoS Integration in Web Services. In: Proceedings of the Berlin XML Days 2003, Berlin, Germany, pp. 460–466 (2003)
Rengger, R., Macleod, M., Bowden, R., Drynan, A., Blaney, M.: Music performance measurement hand book. National Physical Laboratory, Teddington (1993)
W3C Group: QoS for web services: Requirements and possible approaches, http://www.w3c.or.kr/kr-office/TR/2003/ws-qos
Wixom, B., Todd, P.A.: A theoretical integration of user satisfaction and technology acceptance. Information Systems Research 16, 85–102 (2005)
Billhardt, H., Hermoso, R., Ossowski, S., Centeno, R.: Trust-based service provider selection in open environments. In: Proceedings of the 2007 ACM Symposium on Applied Computing, Seoul, Korea (2007)
Liu, W.: Trustworthy service selection and composition: Reducing the entropy of service-oriented web. In: Proceedings of the 3rd IEEE International Conference on Industrial Informatics, Perth, Australia, pp. 104–109 (2005)
Ding, Q., Li, X., Zhou, X.H.: Reputation based service selection in grid environment. In: Proceedings of the 2008 International Conference on Computer Science and Software Engineering, Wuhan, China, pp. 58–61 (2008)
Wang, P., Chao, K.-H., Lo, C.-C., Farmer, R., Kuo, P.-T.: A reputation-based service selection scheme. In: Proceedings of the IEEE International Conference on e-Business Engineering, Macau, China, pp. 501–506 (2009)
Javalgi, R.G., White, D.S.: Strategic challenges for the marketing of services internationally. International Marketing Review 19, 563–581 (2002)
McEvily, B., Perrone, V., Zaheer, A.: Trust as an organizing principle. Organization Science 14, 91–103 (2003)
Castelfranchi, C., Falcone, R.: Principles of trust for MAS: Cognitive anatomy, social importance, and quantification. In: Proceedings of the 3rd International Conference on Multiagent Systems, Paris, France, pp. 72–79 (1998)
Manchala, D.W.: E-commerce trust metrics and models. IEEE Internet Computing 4, 36–44 (2000)
Smoreda, Z., Thomas, F.: Social networks and residential ICT adoption and use. In: Proceedings of the EURESCOM Summit 2001, Heidelberg, Germany, pp. 900–903 (2001)
Hao, H.: Research on building key post competency model. In: Proceedings of the 2010 International Conference on E- Product, E-Service and E-Entertainment, Henan, China, pp. 1–5 (2010)
Hennig-Thurau, T., Gwinner, K.P., Walsh, G., Gremler, D.D.: Electronic word-of-mouth via consumer- opinion platforms: What motivates consumers to articulate themselves on the Internet. Journal of Interactive Marketing 18, 38–52 (2004)
Birukou, A., Blanzieri, E., D’Andrea, V., Giorgini, P., Kokash, N., Modena, A.: IC-service: a service- oriented approach to the development of recommendation systems. In: Proceedings of the 2007 ACM Symposium on Applied Computing, Seoul, Korea, pp. 1683–1688 (2007)
Hofstede, G., Hofestede, G.J.: Cultures and organizations: Software of the mind. McGraw-Hill, New York (2005)
Forest, F., Arhippainen, L.: Social acceptance of proactive mobile services: observing and anticipating cultural aspects by a sociology of user experience method. In: Proceedings of the 2005 Joint Conference on Smart Objects and Ambient Intelligence, Grenoble, France (2005)
Farrell, J., Klemperer, P.: Coordination and lock-in: Competition with switching costs and network effects. In: Armstrong, M., Porter, R. (eds.) Handbook of Industrial Organization, vol. 3, pp. 1967–2072. Elsevier, Amsterdam (2007)
Mirani, R., Lederer, A.L.: An instrument for assessing the organizational benefits of IS projects. Decision Sciences 29, 803–838 (1998)
Chatterjee, S., Webber, J.: Developing enterprise web services: An architect’s guide. Prentice-Hall, Upper Saddle River (2004)
Avizienis, A., Laprie, J.-C., Randell, B., Landwehr, C.: Basic concepts and taxonomy of dependable and secure computing. IEEE Transactions on Dependable and Secure Computing 1, 11–33 (2004)
Saaty, T.L.: The analytic hierarchy process. McGraw-Hill, New York (1980)
Golden, B.L., Wasil, E.A., Harker, P.T., Alexander, J.M.: The analytic hierarchy process: Applications and studies. Springer, Berlin (1989)
Choo, E., Wedley, W.: A common framework for deriving preference values from pairwise comparison matrices. Computers & Operations Research 31, 893–908 (2004)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2012 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Mettler, T., Eurich, M. (2012). Selection of Information-Intensive Services: A Multi-criteria Decision Model. In: Obaidat, M.S., Sevillano, J.L., Filipe, J. (eds) E-Business and Telecommunications. ICETE 2011. Communications in Computer and Information Science, vol 314. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-35755-8_7
Download citation
DOI: https://doi.org/10.1007/978-3-642-35755-8_7
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-35754-1
Online ISBN: 978-3-642-35755-8
eBook Packages: Computer ScienceComputer Science (R0)