Skip to main content
SpringerLink
Log in

Quality management in service ecosystems

  • Original Article
  • Published:
Information Systems and e-Business Management Aims and scope Submit manuscript

Abstract

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.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Fig. 1
Fig. 2
Fig. 3
Fig. 4
Fig. 5
Fig. 6

Similar content being viewed by others

References

  • Ballantyne D, Christopher M, Payne A (1995) Improving the quality of services marketing: service (re)design is the critical link. J Mark Manage 11(1–3):7–24

    Article  Google Scholar 

  • Barros A, Dumas M (2006) The rise of Web service ecosystems. IT Prof 8(5):31–37

    Article  Google Scholar 

  • Barros A, Dumas M, Bruza P (2005) The move to Web service ecosystems. BPTrends

  • Becker J et al (2002) Konfigurative Referenzmodellierung. In: Becker J, Knackstedt R (ed) Wissensmanagement mit Referenzmodellen. Physica-Verlag, Heidelberg

    Google Scholar 

  • Bell C, Zemke R (1987) Service breakdown: the road to recovery. Manage Rev 76(10):32–36

    Google Scholar 

  • Benatallah B et al (2002) Declarative composition and peer-to-peer provisioning of dynamic Web services. In: Proceedings of 18th international conference on data engineering (ICDE’02). IEEE Computer Society, Los Alamitos, pp 297–308

  • Benatallah B, Sheng Q, Dumas M (2003) The Self-Serv environment for Web services composition. IEEE Internet Comput 7(1):40–48

    Article  Google Scholar 

  • Benkenstein M, Holtz M (2001) Qualitätsmanagement von Dienstleistungen, 2nd edn. In: Bruhn M, Meffert H (eds) Handbuch Dienstleistungsmanagement. Gabler, Wiesbaden, pp 193–209

  • Bitner M, Booms B, Tetreault M (1990) The service encounter: diagnosing favorable and unfavorable incidents. J Mark 54(1):71–84

    Article  Google Scholar 

  • Buco M et al (2004) Utility computing—SLA management based upon business objectives. IBM Syst J 43(1):159–178

    Google Scholar 

  • Bruhn M (2006) Qualitätsmanagement für Dienstleistungen. 6. Auflage. Springer Berlin Heidelberg

  • Campbell A, Coulson G, Hutchison D (1994) A quality of service architecture. SIGCOMM Comput Commun Rev 24(2):6–27

    Article  Google Scholar 

  • Canfora G et al (2004) A lightweight approach for QoS-aware service composition. In: Proceedings of 2nd international conference on service oriented computing (ICSOC’04)

  • Carzaniga A et al (1998) A characterization framework for software deployment technologies. Technical Report CU-CS-857-98, Department of Computer Science, University of Colorado

  • Cox D, Kreger H (2005) Management of the service-oriented-architecture life cycle. IBM Syst J 44(4):709–726

    Article  Google Scholar 

  • Churchill G, Iacobucci D (2004) Marketing research: methodological foundations, 9th edn. Thomson Learning, Mason

    Google Scholar 

  • Dan A et al (2004) Web services on demand: WSLA-driven automated management. IBM Syst J 43(1):136–158

    Google Scholar 

  • Deming WE (2000) Out of the crisis. MIT Press, Cambridge

    Google Scholar 

  • Fassnacht M, Koese I (2006) Quality of electronic services—conceptualizing and testing a hierarchical model. J Serv Res 9(1):19–37

    Article  Google Scholar 

  • Fettke P, Loos P (2003) Classification of reference models: a methodology and its application. Inf Syst e-Bus Manage (ISeB) 1(1):35–53

    Article  Google Scholar 

  • Fitzsimmons JA, Fitzsimmons MJ (2004) Service management: operations, strategy, and information technology. McGraw-Hill, New York

    Google Scholar 

  • Flanagan JC (1954) The critical incident technique. Psychol Bull 51(4):327–358

    Article  Google Scholar 

  • Garschhammer M et al (2001) Towards generic service management concepts—a service model based approach. In: 7th IEEE/IFIP international symposium on integrated network management (IM 2001). IEEE Computer Society, Washington, pp 719–732

  • Grönroos C (1984) A service quality model and its marketing implications. Eur J Market 18(4):36–45

    Article  Google Scholar 

  • Gummesson E (2001) Productivity, quality and relationship marketing in service operations. In: Bruhn M, Meffert H (eds) Handbuch Dienstleistungsmanagement. 2nd edn. Gabler, Wiesbaden, pp 851–872

    Google Scholar 

  • Hackman JR, Wageman R (1995) Total quality management: empirical, conceptual, and practical issues. Adm Sci Q 40(2):309–342

    Article  Google Scholar 

  • Hasselmeyer P (2003) An infrastructure for the management of dynamic service networks. Commun Mag IEEE 41(4):120–126

    Article  Google Scholar 

  • Hegering HG, Abeck S, Neumair B (1999) Integrated management of networked systems. Morgan Kaufmann Publishers, San Francisco

    Google Scholar 

  • ITIL ICT (2003) ITIL ICT infrastructure management. Crown, electronic edition

  • ITIL Service Delivery (2003) ITIL service delivery. Crown, electronic edition

  • ITIL Service Support (2003) ITIL service support. Crown, electronic edition

  • Johnston R, Fern A (1999) Service Recovery Strategies for Single and Double Deviation Scenarios. Serv Ind J 19(2):69–82

    Article  Google Scholar 

  • Keller A et al. (2002) Managing dynamic services: a contract based approach to a conceptual architecture. In: Network operations and management symposium (NOMS 2002). IEEE Publishing, Washington, pp 513–528

  • Lovelock CH, Wright L (1999) Principles of service marketing and management. Prentice Hall, Upper Saddle River, NJ

  • Meise V (2001) Ordnungsrahmen zur prozessorientierten Organisationsgestaltung. Verlag Dr. Kovac, Hamburg

    Google Scholar 

  • O’Leary DE (2000) Enterprise resource planning systems. Cambridge University Press, Cambridge

    Google Scholar 

  • O’Sullivan J, Edmond D, ter Hofstede A (2002) What’s in a Service? Distrib Parallel Databases 12:117–133

    Article  Google Scholar 

  • Parasuraman A, Zeithaml VA, Berry LL (1985) A conceptual model of service quality and its implications for future research. J Mark 49(1):41–50

    Article  Google Scholar 

  • Parasuraman A, Zeithaml VA, Berry LL (1988) SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. J Retail 64(1):12–40

    Google Scholar 

  • Radisic I (2002) Using policy-based concepts to provide service oriented accounting management. Network operations and management symposium (NOMS 2002). IEEE Publishing, Washington, pp 313–326

  • Rodosek GD (2003) A generic model for IT services and service management. In: IFIP/IEEE 8th international symposium on integrated network management, IEEE Publishing, Washington, pp 171–184

  • SAP AG (2006) IT support organization solution map—Edition 2006. In: http://www.sap.com/solutions/businessmaps. Accessed 26 November 2007

  • SAP Business Process Cycle (2008) SAP AG business process cycle overview. http://www.sdn.sap.com/irj/sdn/bpx-cycle. Accessed 21 January 2008

  • Shaw NG, Craighead CW (2003) Technology enablers to recover from failures in E-services. Commun ACM 46(6):56–57

    Article  Google Scholar 

  • Sommerville I (2004) Software egineering. 7th edn. Pearson/Addison-Wesley, Boston

    Google Scholar 

  • Tsalgatidou A, Pilioura T (2002) An overview of standards and related technology in Web Services. Distrib Parallel Databases 12(2):135–162

    Article  Google Scholar 

  • Wimmer F, Zerr K (1995) Service für Systeme—Service mit Systemen. Absatzwirtschaft, 38(7):82–87. Citet after: Kleinaltenkamp A, Begriffsabgrenzung und Erscheinungsform von Dienstleistungen, pp 28–50. In: Handbuch Dienstleistungsmanagement. Gabler, Wiesbaden, 2nd edition

  • Zeithaml VA, Parasuraman A, Malhotra A (2002) Service quality delivery through Web sites: a critical review of extant knowledge. J Acad Mark Sci 30(4):362–375

    Article  Google Scholar 

  • Zeng L et al (2004) QoS-aware Middleware for Web services composition. IEEE Trans Softw Eng 30(5):311–327

    Article  Google Scholar 

  • zur Mühlen M (2004) Workflow-based process controlling. Logos Verlag, Berlin

    Google Scholar 

Download references

Acknowledgments

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.

Author information

Authors and Affiliations

  1. Technische Universität München, Boltzmannstr. 3, 85748 , Garching bei München, Germany

    Christoph Riedl, Tilo Böhmann & Helmut Krcmar

  2. BPM Cluster, Faculty of Information Technology, Queensland University of Technology, 126 Margaret Street, Brisbane, QLD, 4000, Australia

    Michael Rosemann

Authors
  1. Christoph Riedl
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Tilo Böhmann
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Michael Rosemann
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Helmut Krcmar
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Christoph Riedl.

Rights and permissions

Reprints and permissions

About this article

Cite this article

Riedl, C., Böhmann, T., Rosemann, M. et al. Quality management in service ecosystems. Inf Syst E-Bus Manage 7, 199–221 (2009). https://doi.org/10.1007/s10257-008-0080-6

Download citation

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s10257-008-0080-6

Keywords

Search

Navigation