Published: 2010 Juli
Buchtitel: Proceedings of the INFORMATIK 2010 conference on Service Science, Leipzig
Verlag: Deutsche Gesellschaft für Informatik
With growing importance of e-service platforms, enhanced Service Level Management (SLM) concepts are required, paying respect to the service providers' autonomy as important source for value creation within a platform ecosystem. This paper proposes a highly automated SLM concept, wherein traditional direct control mechanisms are complemented by indirect mechanisms, including reputation systems, selected motivational measures and information-based guidance of each individual service-provider. The concept makes use of the ecosystems' inherent emergent and self-organizing processes and is grounded on system and control theory.
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