How E-Services Satisfy Customer Needs: A Software-Aided Reasoning

How E-Services Satisfy Customer Needs: A Software-Aided Reasoning

Ziv Baida (Free University Amsterdam, The Netherlands), Jaap Gordijn (Free University Amsterdam, The Netherlands), Hans Akkermans (Free University Amsterdam, The Netherlands), Hanne Sæle (SINTEF Energy Research, Norway) and Andrei Morch (SINTEF Energy Research, Norway)
Copyright: © 2007 |Pages: 36
DOI: 10.4018/978-1-59904-277-0.ch009
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We outline a rigorous approach that models how companies can electronically offer packages of independent services (service bundles). Its objective is to support prospective Web site visitors in defining and buying service bundles that fit their specific needs and demands. The various services in the bundle may be offered by different suppliers. To enable this scenario, it is necessary that software can reason about customer needs and available service offerings. Our approach for tackling this issue is based on recent advances in computer and information science, where information about a domain at hand is conceptualized and formalized using ontologies and subsequently represented in machine-interpretable form. The substantive part from our ontology derives from broadly accepted service management and marketing concepts from business studies literature. In earlier work, we concentrated on the service bundling process itself. In the present chapter, we discuss how to ensure that the created bundles indeed meet customer demands. Experience of Norwegian energy utilities shows that severe financial losses can be caused when companies offer service bundles without a solid foundation for the bundle-creation process and without an in-depth understanding of customer needs and demands. We use a running case example from the Norwegian energy sector to demonstrate how we put theory into practice.

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Table of Contents
In Lee
Chapter 1
Frank Goethals, Jacques Vandenbulcke, Wilfried Lemahieu
In this chapter we argue that there exist two basic forms of business-to-business integration (B2Bi), namely extended enterprise integration and... Sample PDF
Different Types of Business-to-Business Integration: Extended Enterprise Integration vs Market B2B Integration
Chapter 2
Mahesh Raisinghani, Turan Melemez, Lijie Zou, Chris Paslowski, Irma Kikvidze, Susanne Taha, Klaus Simons
The business models in the business-to-business (B2B) e-commerce and their effectiveness have been a major topic of research in the recent years.... Sample PDF
E-Business Models in B2B: A Process-Based Categorization and Analysis of Business-to-Business Models
Chapter 3
Jørn F. Nielsen, Viggo. Høst, Niels P. Mols
This chapter analyses factors influencing manufacturers’ adoption and implementation of Internet-based marketing channels, using models based on... Sample PDF
Drivers of Adoption and Implementation of Internet-Based Marketing Channels
Chapter 4
Uta W.. de Montalvo, Els Van de Kar, Carleen Maitland
The advent of new electronic platforms is forcing firms from a range of industries to come together in so-called “value networks” for the provision... Sample PDF
Content is King? Interdependencies in Value Networks for Mobile Services
Chapter 5
Ravinder Nath, Rebecca Angeles
This study explores the resource dependency and relational exchange theories to understand firms’ participation in e-procurement and seeks to... Sample PDF
Buyer-Supplier Relationships in Business-to-Business E-Procurement: Effects of Supply Conditions
Chapter 6
Wen-Jang Jih, Shu-Yeng Wong, Tsung-Bin Chang
Banking is often regarded as an information-intensive industry. From the information process point of view, banking services primarily involve... Sample PDF
Consumer Factors Affecting Adoption of Internet Banking Services: An Empirical Investigation in Taiwan
Chapter 7
Ye-Sho Chen, Guoqing Chen, Soushan Wu
The third industrial revolution, combining Internet technology with globalization, produces an increasingly complicated e-business environment. It... Sample PDF
A Simonian Approach to E-Business Research: A Study in Netchising
Chapter 8
Michael Weiss, Daniel Amyot
This chapter demonstrates how the user requirements notation (URN) can be used to model business processes. URN combines goals and scenarios in... Sample PDF
Business Process Modeling with the User Requirements Notation
Chapter 9
Ziv Baida, Jaap Gordijn, Hans Akkermans, Hanne Sæle, Andrei Morch
We outline a rigorous approach that models how companies can electronically offer packages of independent services (service bundles). Its objective... Sample PDF
How E-Services Satisfy Customer Needs: A Software-Aided Reasoning
Chapter 10
Zakaria Maamar, Soraya K. Mostéfaoui, Qusay H. Mahmoud, Ghita K. Mostéfaoui, Djamal Benslimane
This chapter presents a context-based approach for personalizing Web services so that user preferences are accommodated during the performance of... Sample PDF
Personalization of Web Services: Concepts, Challenges, and Solutions
Chapter 11
Aidan Duane, Patrick Finnegan
As the criticality of e-mail for electronic business activity increases, adhoc e-mail implementation, prolonged management neglect and user abuse of... Sample PDF
Managing Corporate E-Mail Systems: A Contemporary Study
Chapter 12
Gary Hunter, Steven Taylor
This study examines whether perceptions of the type of innovation (discontinuous relative to continuous) influences predictions of electronic... Sample PDF
Predicting Electronic Communication System Adoption: The Influence of Adopter Perceptions of Continuous or Discontinuous Innovation
Chapter 13
Thomas Stafford
AOL instant messenger (IM) is a widely used Internet chat technology. There are indications that users do not find it easy to use initially, and... Sample PDF
Computer Self-Efficacy and the Acceptance of Instant Messenger Technology
Chapter 14
Philip Houle, Troy Strader, Sridhar Ramaswami
This chapter describes research that explores the impact of unsolicited traffic on the perceived usefulness of electronic message technologies. Two... Sample PDF
User Perceptions of the Usefulness of E-Mail and Instant Messaging
Chapter 15
Noushin Ashrafi, Jean-Pierre Kuilboer
Increasingly the Internet is used as a common tool for communication, information gathering, and online transactions. Information privacy is... Sample PDF
Is P3P an Answer to Protecting Information Privacy?
Chapter 16
George Yee
The recent fast growth of the Internet has been accompanied by a similarly fast growth in the availability of Internet e-business services (e.g.... Sample PDF
Semi-Automatic Derivation and Application of Personal Privacy Policies
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