A Taxonomy of Service Standards and a Modification for E-Business

A Taxonomy of Service Standards and a Modification for E-Business

Knut Blind (Berlin University of Technology, Germany and Fraunhofer Institute for Systems and Innovation Research, Germany and Erasmus University, Netherlands)
DOI: 10.4018/978-1-60566-320-3.ch003
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Abstract

Against the background of theoretical typologies of service standards, a survey among European service companies addressed the question, in which service-related categories formal and informal standards are implemented. Relying on the assessment of the importance of the various service-related standardisation aspects, it was possible to identify a taxonomy of service standards containing five clusters of service standards “Service Management”, “Service Employee”, “Service Delivery”, “Customer Interaction”, and “Data Flows and Security”, which correspond very closely to the ex ante applied typology derived from the literature. The analysis of the subsample of companies active in e-commerce reveals significant differences, which reflect their special needs caused by the distance to their customers.
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4. Results

In general, there is no broad literature on service standards and typologies. The most recent and differentiated approach to set up a typology of service standards was developed by De Vries (1999, 2001; see Table 1). According to his general definition, standards concern entities or relations between entities. Therefore, for a systematic approach to standards in the service sector, it is first necessary to define entities. Typical of services is the interaction between supplier and customer as the main entities. On the supply side, the organisation or the service company and service employees can be regarded as entities. Furthermore, both the service process and the service results can be considered as further entities, although often service process and result occur simultaneously. Finally, a distinction between delivery and final result has to be made. Based on these theoretical considerations, the following classification can be derived.

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Table of Contents
Preface
Kai Jakobs
Chapter 1
Martina Gerst, Eric Iversen, Kai Jakobs
The chapter argues that any distinction between “e-business” and “infrastructure” is artificial. It shows that the lower-level techncial standards... Sample PDF
An Integrated View of E-Business and the Underlying ICT Infrastructure
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Chapter 2
Knut Blind, Stephan Gauch
The chapter provides an overview and subsequent analysis of the demand for e-government standards in the EU. It describes the requirements for... Sample PDF
The Demand for E-Government Standards
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Chapter 3
Knut Blind
Against the background of theoretical typologies of service standards, a survey among European service companies addressed the question, in which... Sample PDF
A Taxonomy of Service Standards and a Modification for E-Business
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Chapter 4
Richard Hawkins
With specific reference to information and communication technologies (ICT), this Chapter examines the structural relationship of various... Sample PDF
Business Models and the Dynamics of Supply and Demand for Standards
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Chapter 5
Ian Graham, Raluca Bunduchi, Martina Gerst, Robin Williams
For RFID technology (radio frequency identification), the forms of the standardisation processes are co-evolving with the technology and are being... Sample PDF
Emergence of Standardisation Processes: Linkage with Users
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Chapter 6
Kai Jakobs
This chapter briefly outlines a study that looked at potential links between ICT / e-business standards’ origins and their subsequent success in the... Sample PDF
Perceived Relation between ICT Standards' Sources and their Success in the Market
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Chapter 7
Kai Jakobs, Jan Kritzner
The chapter tries to provide the information that potential standards-setters should consider when selecting a standards setting body (SSB). It... Sample PDF
How to Select the Best Platform for ICT Standards Development
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Chapter 8
W. Lemstra, V. Hayes
In this chapter the authors explore and describe the role of the innovating firm in relation to the standards making process of Wireless-Local Area... Sample PDF
The Shaping of the IEEE 802.11 Standard: The Role of the Innovating Firm in the Case of Wi-Fi
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Chapter 9
Tom McGuffog
In this chapter, the evolution of e.business is described. The ever-changing balance between demand and supply is outlined. The conclusion is... Sample PDF
The Evolution of e.Business: Can Technology Supply Meet the Full Business Demand?
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Chapter 10
Mingzhi Li, Kai Reimers
This chapter analyses and evaluates the Chinese government’s 3G policy of supporting the creation and implementation of the country’s indigenous... Sample PDF
China's Practice of Implementing a 3G Mobile Telecommunications Standard: A Transaction Costs Perspective
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Chapter 11
Akio Tokuda
To develop automobiles that fulfill the criteria of “environment-friendliness” “advanced safety”, and“riding comfort”, coordination between ECUs... Sample PDF
International Framework for Collaboration between European and Japanese Standard Consortia: The Case of the Automotive LAN Protocol
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Chapter 12
Tineke M. Egyedi
There is a continuous pressure for improvement in e-business. Increasing technical possibilities, new forms of outsourcing, the ongoing integration... Sample PDF
Between Supply and Demand: Coping with the Impact of Standards Change
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Chapter 13
Mogens Kühn Pedersen, Vladislav V. Fomin, Henk J. de Vries
The fast growth in globalization stimulates the trend of open standards and challenges governments in devising policies for the national information... Sample PDF
Open Standards and Government Policy
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Chapter 14
Ioannis P. Chochliouros, Anastasia S. Spiliopoulou, Tilemachos D. Doukoglou, Elpida Chochliourou
The European Authorities have promoted a specific and innovative framework for the use of electronic signatures, allowing the free flow of... Sample PDF
Developing Measures and Standards for the European Electronic Signatures Market
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Chapter 15
Esther Ruiz Ben
In recent years, the ICT branch has experienced new internationalization impulses through the improvement of offshore practices. Particularly the... Sample PDF
Quality Standardization Patterns in ICT Offshore
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Chapter 16
Manuel Mora, Ovsei Gelman, Rory O’Connor, Francisco Alvarez, Jorge Macías-Luévano
This chapter develops a descriptive-conceptual overview of the main models and standards of processes formulated in the systems engineering (SE)... Sample PDF
An Overview of Models and Standards of Processes in the SE, SwE, and IS Disciplines
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Chapter 17
Martina Gerst, Kai Jakobs
Successful cooperation between large manufacturers and their suppliers is a crucial aspect, especially in the automotive industry. Such mutually... Sample PDF
E-Business Standardization in the Automotive Sector: Role and Situation of SMEs
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