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|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. | ||
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|Forschungsgruppe=Ökonomie und Technologie der eOrganisation | |Forschungsgruppe=Ökonomie und Technologie der eOrganisation | ||
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Aktuelle Version vom 13. Oktober 2011, 09:10 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
Seiten: 274-281
Verlag: IEEE
Erscheinungsort: Washington
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.
Ökonomie und Technologie der eOrganisation