A Customer Service Management Architecture for the Internet

  • Ron A. M. Sprenkels
  • Aiko Pras
  • Bert-Jan van Beijnum
  • Leo de Goede
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 1960)


Managing services on the Internet is becoming more and more complex and time consuming for service providers since services are increasing both in number and complexity. Also the number of users per service is going up. A solution to this problem is to allow the service users themselves to partly manage the services they are using. This is called Customer Service Management, and it will both increase the perceived value of the services to the users as well as lower the operational costs of service management for the service provider. This paper presents an architecture for Customer Service Management in the Internet.


Service Provider Service User Service Level Agreement Internet Engineer Task Force Electronic Data Interchange 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer-Verlag Berlin Heidelberg 2000

Authors and Affiliations

  • Ron A. M. Sprenkels
    • 1
  • Aiko Pras
    • 1
  • Bert-Jan van Beijnum
    • 1
  • Leo de Goede
    • 1
  1. 1.Computer Science departmentUniversity of TwenteEnschedeThe Netherlands

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