Stage-oe-small.jpg

Inproceedings3165: Unterschied zwischen den Versionen

Aus Aifbportal
Wechseln zu:Navigation, Suche
(Die Seite wurde neu angelegt: „{{Publikation Erster Autor |ErsterAutorNachname=May |ErsterAutorVorname=Norman }} {{Publikation Author |Rank=2 |Author=Ulrich Scholten }} {{Publikation Author |Ra…“)
 
Zeile 24: Zeile 24:
 
{{Publikation Details
 
{{Publikation Details
 
|Abstract=Intermediaries for e-services continuously gain momentum, powered by a materializing Internet of Services. However, quality of service still exhibits considerable shortcomings, as no structured process to enhance consumer satisfaction is available yet. To improve the match of delivered e-service quality and expected service quality on the consumer side, we develop a portfolio optimization process that integrates both, the consumer’s as well as the intermediary’s perspective. First, we introduce a toolkit for an e-service-oriented gap analysis. Thereupon, we identify monitoring points to measure service quality gaps automatically. A subsequent aggregation of measured data into customized feedback information allows for applying the toolkit to continuously optimize e-service portfolios. Instantiated in the AGORA e-service market, we conclude with a report on our recent implementation results.
 
|Abstract=Intermediaries for e-services continuously gain momentum, powered by a materializing Internet of Services. However, quality of service still exhibits considerable shortcomings, as no structured process to enhance consumer satisfaction is available yet. To improve the match of delivered e-service quality and expected service quality on the consumer side, we develop a portfolio optimization process that integrates both, the consumer’s as well as the intermediary’s perspective. First, we introduce a toolkit for an e-service-oriented gap analysis. Thereupon, we identify monitoring points to measure service quality gaps automatically. A subsequent aggregation of measured data into customized feedback information allows for applying the toolkit to continuously optimize e-service portfolios. Instantiated in the AGORA e-service market, we conclude with a report on our recent implementation results.
 +
|Projekt=SVN
 
|Forschungsgruppe=Ökonomie und Technologie der eOrganisation
 
|Forschungsgruppe=Ökonomie und Technologie der eOrganisation
 
}}
 
}}

Version vom 5. Mai 2011, 08:05 Uhr


Towards an Automated Gap Analysis for e-Service Portfolios


Towards an Automated Gap Analysis for e-Service Portfolios



Published: 2011 Juli
Herausgeber: IEEE
Buchtitel: Proceedings of the 8th International Conference on Services Computing SCC 2011
Verlag: in print
Erscheinungsort: Washington
Organisation: IEEE

Nicht-referierte Veröffentlichung

BibTeX

Kurzfassung
Intermediaries for e-services continuously gain momentum, powered by a materializing Internet of Services. However, quality of service still exhibits considerable shortcomings, as no structured process to enhance consumer satisfaction is available yet. To improve the match of delivered e-service quality and expected service quality on the consumer side, we develop a portfolio optimization process that integrates both, the consumer’s as well as the intermediary’s perspective. First, we introduce a toolkit for an e-service-oriented gap analysis. Thereupon, we identify monitoring points to measure service quality gaps automatically. A subsequent aggregation of measured data into customized feedback information allows for applying the toolkit to continuously optimize e-service portfolios. Instantiated in the AGORA e-service market, we conclude with a report on our recent implementation results.


Projekt

SVN



Forschungsgruppe

Ökonomie und Technologie der eOrganisation


Forschungsgebiet