Modeling of Customers' Interactive Control of Service Processes

Modeling of Customers' Interactive Control of Service Processes

Heiko Ludwig (IBM Research, Zurich Research Laboratory, Switzerland)
Copyright: © 2001 |Pages: 21
DOI: 10.4018/978-1-878289-77-3.ch021
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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.

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