Quality management in service ecosystems

  • Christoph RiedlEmail author
  • Tilo Böhmann
  • Michael Rosemann
  • Helmut Krcmar
Original Article


Service-oriented architectures and Web services mature and have become more widely accepted and used by industry. This growing adoption increased the demands for new ways of using Web service technology. Users start re-combining and mediating other providers’ services in ways that have not been anticipated by their original provider. Within organisations and cross-organisational communities, discoverable services are organised in repositories providing convenient access to adaptable end-to-end business processes. This idea is captured in the term Service Ecosystem. This paper addresses the question of how quality management can be performed in such service ecosystems. Service quality management is a key challenge when services are composed of a dynamic set of heterogeneous sub-services from different service providers. This paper contributes to this important area by developing a reference model of quality management in service ecosystems. We illustrate the application of the reference model in an exploratory case study. With this case study, we show how the reference model helps to derive requirements for the implementation and support of quality management in an exemplary service ecosystem in public administration.


Quality management Reference model Service ecosystem Quality of service Web service Service level management Requirements engineering 



Parts of this research have been funded by a research project within the Australian Research Council (ARC) Linkage Schema (grant code LP0669244) including financial support from SAP and the Queensland Government. This research also received funding from the German Federal Ministry of Economics and Technology (BMWi) under grant code 10MQ07024. The responsibility for the content of this publication lies with the authors.


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Copyright information

© Springer-Verlag 2008

Authors and Affiliations

  • Christoph Riedl
    • 1
    Email author
  • Tilo Böhmann
    • 1
  • Michael Rosemann
    • 2
  • Helmut Krcmar
    • 1
  1. 1.Technische Universität MünchenGarching bei MünchenGermany
  2. 2.BPM Cluster, Faculty of Information TechnologyQueensland University of TechnologyBrisbaneAustralia

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