An Ontological Approach for Eliciting and Understanding Needs in e-Services

  • Ziv Baida
  • Jaap Gordijn
  • Hanne Sæle
  • Hans Akkermans
  • Andrei Z. Morch
Part of the Lecture Notes in Computer Science book series (LNCS, volume 3520)


The lack of a good understanding of customer needs within e-service initiatives caused severe financial losses in the Norwegian energy sector, resulting in the failure of e-service initiatives offering packages of independent services. One of the causes was a poor elicitation and understanding of the e-services at hand. In this paper, we propose an ontologically founded approach (1) to describe customer needs, and the necessary e-services that satisfy such needs, and (2) to bundle elementary e-services into needs-satisfying e-service bundles. The ontology as well as the associated reasoning mechanisms are codified in RDFS to enable software support for need elicitation and service bundling. A case study from the Norwegian energy sector is used to demonstrate how we put our theory into practice.


Service Quality Production Rule Customer Demand Requirement Engineer Quality Descriptor 
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Copyright information

© Springer-Verlag Berlin Heidelberg 2005

Authors and Affiliations

  • Ziv Baida
    • 1
  • Jaap Gordijn
    • 1
  • Hanne Sæle
    • 2
  • Hans Akkermans
    • 1
  • Andrei Z. Morch
    • 2
  1. 1.FEW/Business InformaticsFree UniversityAmsterdamThe Netherlands
  2. 2.Dep. of Energy SystemsSINTEF Energy ResearchTrondheimNorway

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