Modeling of Customers' Interactive Control of Service Processes

Abstract

Providing customers with an electronic means to control a service that is performed on their behalf in an electronic commerce environment requires analysis and description of the service and a customer’s potential interaction with it. Current process and service modeling approaches do not provide adequate means to adequately represent customers’ service management functionality and its effects on the service and service-implementing processes. The CoCS conceptual modeling approach provides a meta-model and a modeling language for this purpose. Using the CoCS approach, service designers can specify a conceptual model of a service and its management by the customer in a consistent way such that it can be used to implement the service management interface for customers.