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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

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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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