Exploring Services Science (eBook)

Preface 5
Organization 7
Table of Contents 9
Towards a Model for Measuring Customer Intimacy in B2B Services 12
Introduction 12
Related Work 13
A Model for Measuring Customer Intimacy 15
The CIG Decomposition 17
Network and Customer Information Container Layers 18
Illustrative Case Study 20
Realization 22
Conclusion 24
References 24
Usage-Centered Design of Adaptable Visualization Services: Application to Cooperation Support Services System in the AEC Sector 26
Introduction 26
Service-Based Innovation in the AEC Sector Context 27
Challenges in AEC Cooperative Activities 27
A Sustainable Service Innovation Process for the Design of Business Services 28
Usage-Centered Approach, Adaptivity and Visualization Services 30
Usage Centered vs. User-Centered Design of HCI 30
Adaptable versus Adaptive User Interface 31
Visualization Services 32
Towards a Usage-Centered Design of Adaptable Visualization Services Based on MDE 33
Usage Metamodel 33
AEC Domain Metamodel 34
Business Service Metamodel 35
Visualization Service (VS) Metamodel 35
S2IP-Based Adaptable Visualization Service Design Process 35
Example of Visualization Services Design 36
Conclusion 38
References 39
From End-User’s Requirements to Web Services Retrieval: A Semantic and Intention-Driven Approach 41
Introduction 41
SATIS Approach 43
SATISAuthoringProcess 45
Elicitation Step 45
Formalisation Step 47
Fragmentation Step 48
SATIS Rendering Process 50
Improving Collaboration among Community Members 51
Conclusion 54
References 54
Lean Manufacturing in Public Services: Prospects for Value Creation 56
Introduction 56
Lean Manufacturing and Service Operations 57
Affective Commitment Significance 58
Case Study 60
Case Study Findings 62
Analysis and Discussion 63
Conclusion 66
References 66
Determinants of Continuance Intention towards Self-service Innovation: A Case of Electronic Government Services 69
Introduction 69
Literature Review 70
Innovativeness 71
Involvement 72
Research Propositions 72
Research Contribution 73
References 74
A Service Science and Engineering Approach to Public Information Services in Exceptional Situations - Examples from Transport 76
Introduction 76
Context 77
Relevant Technologies 78
Main Foundations for the Proposed Framework: SSME and CDIO 79
Relevant Aspects of Information Services on Exceptional Situations 80
Organization of the Paper 80
The CCDIO Loop 81
Contemplate 83
Conceive 84
Design 85
Implement 87
Operate 88
Examples of Information Services in Exceptional Situations for Public Transport 88
Example 1 - Information Service for Travelers That Are Likely to be Affected by Heavy Transport Delays 89
Example 2 - Information Services for People Attending Large Gatherings 90
Example 3 - Information Services on Strikes Affecting Large Number of Travelers 90
Advances in Technologies and Social Perception 90
Conclusions 91
References 91
Service Portfolio Design for Service Innovation Management: The Case of a Luxemburgish Research and Technology Organization 93
Introduction 93
Service Innovation Management Model 94
New Service Development Processes 94
NSD through the Resource-Based View Lens 94
Innovation Capabilities 95
Organizational Design of Sustainable Services Innovation RTOs: Evidence from the CITI 96
Service Portfolio Design: A Proposition 98
Service Line Core Business: “Service Generic Level” 99
Assets: Coordination with Scientific and Technological Managers 101
Contextualization: The Market Link 102
Conclusion 105
References 105
Definition of a Description Language for Business Service Decomposition 107
Introduction 107
The Needs of Describing Business Services and Their Decomposition 108
Representation of Services 108
Motivation Example 110
Description Language Requirements 111
Business Service Description Language 112
Informal Definition of BSDL 112
Formal Definition of BSDL 112
Related Work 118
Conclusion 120
References 121
Can Software Architecture Review Methods Apply to Service Design? 122
Introduction 122
Software Architecture 123
What Is Software Architecture? 123
Software Quality 123
Software Evaluation 124
Service Evaluation 126
Service Quality Model 127
Service Design 128
Service Architecture Reviews 129
Service Quality Attributes 129
Service Architecture Review Method 130
Identifying and Classifying the Scenarios 131
The Review Workshop 132
The Architecture Review Report 133
Future Work 134
References 134
Framework for Design Research in Health and Care Services 136
Introduction 136
Learning Disability 137
Services 137
ServiceDesign 138
Proposed Research Framework 140
Initial Descriptions of the Design Task 141
Design Process 142
Prescription and Final Description 143
Framework as an Engineering Design Process 143
Conclusion 144
References 145
Towards an Ontology-Based Approach for Creating Sustainable Services 147
Introduction 147
Related Research: Services, Ontologies, Sustainability 148
Towards Sustainable Services 151
Identification and Usage-Based Validation of the Information Kernel of Services 151
Co-creation of the Information Kernel of Services and Sustainability 153
Towards Defining Sustainable Services 154
Services-Based Approach for Development of the Cross-Pollination Space 155
Perspectives and Conclusions 158
References 159
Systemic Service Design: Aligning Value and Implementation 161
Introduction 161
Designing Service Offering and Service Implementation 164
Analyzing Service Offering and Implementation As-Is 165
Identifying Improvement Opportunities 169
Designing the Service Offering and Implementation To-Be 170
Related Work 173
Conclusion and Future Work 174
References 174
A Framework for Developing a Co-design Environment for e-Business Applications 176
Introduction 176
The Research Framework 177
The Traditional e-Business Environment – A Malaysian Scenario 178
New e-Business Environment 180
The 3D Virtual e-Business Experience Environment: Design Considerations 181
Components of Co-creation Experience Model 184
3D Experience Environment: Design Scenario 186
Conclusion 188
References 188
On Service Systems – By Definition of Elementary Concepts towards the Sound Theory of Service Science 190
Introduction 190
Service Mindset and Service Systems Definitions 191
Main Considerations and Organization of the Paper 193
Boundaries, Contexts and Cooperation 194
Prime Service System 195
Service Systems Cooperation 196
Dual Service System 200
Conclusions 201
References 201
A Conceptual Framework for Service Modelling in a Network of Service Systems 203
Introduction 203
Background 204
Services and Service Systems 204
Networks of Service Systems 205
Service Modelling, the Proposed Approach and Related Work 205
Conceptual Framework for Service Modelling 206
Service Level 207
Service System Level 208
Network of Service Systems Level 209
Example of a Network of Service Systems 211
Service Level 212
Service System Level 213
Network of Service Systems Level 214
Conclusion 215
References 216
Services Design for People 218
What Is Services Design? 218
Designing Services for Customer Satisfaction 221
Services Design for a Complex World 223
Services Design for People 224
Conclusions 225
References 225
Life Cycle of Virtualized Service Resource in BIRIS Environment 226
Introduction 226
Related Work 228
Service Resource Virtualization 228
Bilateral Resource Virtualization Mechanism 229
Virtualized Service Resource 229
Life Cycle of Virtualized Service Resource in BIRIS Scenario 230
Establishment of Virtualized Service Resource 230
Selection of Virtualized Service Resource 231
Runtime Usage of Virtualized Service Resource 232
Management of Virtualized Service Resource 232
Discard of Virtualized Service Resource 233
Conclusion and Future Work 233
References 233
A Conceptual Model of Service Exchange in Service-Dominant Logic 235
Introduction 235
Background and Related Work 236
Service-Dominant Logic and Service Systems 236
The Resource-Event-Agent Ontology 238
Service Ontologies 240
The Resource-Service-System Model 242
Basic Service Exchange Model 242
Additional Model Views 244
Discussion and Conclusion 247
References 248
Think Large, Act Small: An Approach to Web Services for Embedded Systems Based on the OSGi Framework 250
Introduction 250
Web Services 250
Embedded Systems 251
Example Scenarios 251
Car Tracking Service 251
Advertising Service for Car Drivers 252
Requirements of Example Scenarios 252
Exposing Information for External Consumers 253
Accessing External Information 253
Enabling Simultaneous Use of Technologies 253
Facilitating Loose Coupling between Services and Technologies 253
Problems with Using Web Services in Embedded Systems 253
OSGi 254
Apache CXF 254
Providing OSGi with Distribution Capability 255
Embedding Distribution Capability Inside the Bundles 255
Providing CXF as a Set of OSGi Bundles 255
Accessing Services Remotely 258
Creating a Remote API 259
Creating a Proxy 260
Embedded System Platforms 260
Adapting Apache CXF to Embedded System Platforms 261
Related Work 261
Extending OSGi with Distribution Capability 261
Deploying Web Services on Embedded System Platforms 262
Conclusion 262
References 262
Value Co-creation and Customer-Driven Innovation in Social Networking Systems 265
Introduction 265
A Conceptual Framework for Value Co-creation 266
A Social Networking Platform for Value Co-creation 267
Conclusions 269
References 269
e-Profile Management as a Basic Horizontal Service for the Creation of Specialized e-Services 270
Introduction 270
e-Profile Service System 271
A Middleware Infrastructure Managing the e-Profile as a Web-Based Basic e-Service 272
References 274
Febos: A Service-Oriented System for Collaborative Music Creation 275
The Digital Music Revolution: Services for Collaborative Creation 275
Febos: Exploring New Services for Collaborative Music Creation 276
The Service-Oriented Development of Febos 277
References 279
Compliance in e-Government Service Engineering: State-of-the-Art 281
Introduction 281
Extracting Compliance Requirements from Legal Texts 282
Extracting Rights and Obligations from Regulations 282
Modeling Regulations with Goal-Oriented Models 283
Regulation Modeling and Business Process Compliance 284
Traceability Support for Compliance 284
Conclusion 285
References 285
Customer Lifetime Value under Complex Contract Structures 287
Introduction 287
Calculation of CLV 287
New Model for CLV Calculation Based on Semi-Markov Approach 288
Applications 290
Contract with Minimum Contract Duration 290
Contract with Minimum Duration and Cancellation Peak 291
Conclusion 292
References 292
Total Cost of Service Life: The Need for Decision Support in Selecting, Comparing and Orchestrating Services 293
Selecting, Comparing and Orchestrating Services 293
The Decision Problem 294
Functional and Non-functional Perspectives on Services 294
The Complexity of the Phenomenon “Price” 295
Payment-Oriented Economic Analysis for IT Investments 296
Approaches Observed in Practice 297
Towards a Finance Plan-Based Decision Support in Service Selection 297
References 298
A Cross Disciplinary Approach to Analyze the Effects of Digitalized Service Implementation 300
Introduction 300
The Reformation of the University Practices 301
Raudin and the Inter Disciplinary Perspective 303
Conclusion 304
References 305
Towards a Unifying Process Framework for Services Knowledge Management 306
Introduction 306
Service Knowledge Management Requirement 307
Salient Features of a Process Framework 307
Proposal 308
Discussion 309
Conclusion 310
References 310
Author Index 311