A Service Behavior Model for Description of Co-Production Feature of Services
In order to ensure better service quality during service design and execution, requirements raised by service customers need to be fully and rightly gathered, understood and described as models. Co-production between service providers and customers is a key feature of services, however until today there still lack of proper methods to address this issue. In this paper, state of the art of service models in literatures are firstly summarized, then several key aspects of service models are analyzed in details, e.g., roles, interactive behaviors, value and risk, etc. Subsequently, a new service behavior model named “Service-Provider-Customer (SPC)” is presented, including its graphical representations and attribute-based semantics descriptions. To validate this model, a case study on ocean logistics services is put forward, and a qualitative comparison between SPC and some other service models from literatures is shown.
KeywordsBusiness models for interoperable products and services Interoperability of E-Business solutions Enterprise modeling for interoperability
Unable to display preview. Download preview PDF.
- IBM. SSME Course Materials. http://www.almaden.ibm.com/asr/SSME/coursematerialsGoogle Scholar
- Xiao-Fei Xu, Zhong-Jie Wang, Tong Mo. SMDA-A Service Model Driven Architecture. IESA07 (2007)Google Scholar
- XU Xiaofei, WANG Zhongjie, MO Tong. The Current State and Development Plan of Research and Education on SSME in Harbin Institute of Technology. http://www.almaden.ibm.com/asr/summit/papers/harbin.pdf. (2006)Google Scholar
- L. Shostack. Designing Services that Deliver. Harvard Business Review, 62(1): 133–139 (1984)Google Scholar
- Ramaswamy, R. Design and Management of Service Process, Addison-Wesley Publishing Company, Reading, MA. (1996)Google Scholar
- HW Kim, YG Kim. Rationalizing the customer service process 139 Business Process Management, Journal, Vol. 7 No. 2, pp. 139–156 (2001)Google Scholar
- N. Milanovic, M. Malek. Current Solutions for Web Service Composition. IEEE Internet Computing, 51–59 (2004)Google Scholar