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|Month=Juli
 
|Month=Juli
 
|Booktitle=Proceedings of the 8th International Conference on Services Computing SCC 2011
 
|Booktitle=Proceedings of the 8th International Conference on Services Computing SCC 2011
|Organization=IEEE
+
|Pages=274-281
|Publisher=in print
+
|Publisher=IEEE
 
|Address=Washington
 
|Address=Washington
 
|Editor=IEEE
 
|Editor=IEEE

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

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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

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Forschungsgruppe

Ökonomie und Technologie der eOrganisation


Forschungsgebiet