Abstract
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.
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© 2008 Springer-Verlag London Limited
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Mo, T., Xu, X., Wang, Z. (2008). A Service Behavior Model for Description of Co-Production Feature of Services. In: Mertins, K., Ruggaber, R., Popplewell, K., Xu, X. (eds) Enterprise Interoperability III. Springer, London. https://doi.org/10.1007/978-1-84800-221-0_20
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DOI: https://doi.org/10.1007/978-1-84800-221-0_20
Publisher Name: Springer, London
Print ISBN: 978-1-84800-220-3
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