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Journal articles on the topic 'Service process'

Author: Grafiati

Published: 4 June 2021

Last updated: 27 April 2022

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1

Jia-Xing Wang, Jia-Xing Wang, Si-Bin Gao Jia-Xing Wang, Cong-Er Yuan Si-Bin Gao, Da-Peng Tan Cong-Er Yuan, and Jing Fan Da-Peng Tan. "Service Process Improvement Based on Business Process Management." 網際網路技術學刊 22, no. 5 (September 2021): 1117–28. http://dx.doi.org/10.53106/160792642021092205015.

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Agya Yalley, Andrews, and Harjit Singh Sekhon. "Service production process: implications for service productivity." International Journal of Productivity and Performance Management 63, no. 8 (November 4, 2014): 1012–30. http://dx.doi.org/10.1108/ijppm-10-2012-0113.

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Purpose – The purpose of this paper is to differentiate the production process within services from the dominant manufacturing-based production process, with the objective of delineating the production process in services and highlighting its implication for service productivity. Design/methodology/approach – This study critically reviewed the extant literature on the production processes in manufacturing and services from a multidisciplinary perspective and proposed a framework for the service production process and its relationship with service productivity. Findings – The production process for services differs from the dominant manufacturing-based production process and entails an input, transformation process and outcome dimensions. Therefore, any advancement in services, particularly the conceptualisation and measurement of service productivity, is dependent on the application of a service-specific production process. Research limitations/implications – The understanding and delineation of the production process in services would further scholarly understanding of what is means to be productive in services and the impact on the validity of the conceptualisation and measurement of service productivity and other service-related concepts. Practical implications – The proposed service-based production process can further managerial understanding of the measurement and management of productivity in services. Originality/value – This paper delineates the production process in services and highlighted its implication for service productivity. This study, therefore, is a step forward in developing service-specific concepts and measures, particularly service productivity.

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Serek, Radomir. "Service Quality and Process Maturity Assessment." Journal of Competitiveness 5, no. 4 (December 31, 2013): 43–56. http://dx.doi.org/10.7441/joc.2013.04.03.

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Tuunanen, Tuure, and Harold Cassab. "Service Process Modularization." Journal of Service Research 14, no. 3 (August 2011): 340–54. http://dx.doi.org/10.1177/1094670511413912.

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Chergui, Mohamed El Amine, and Sidi Mohamed Benslimane. "Services Derivation from Business Process." International Journal of Adaptive, Resilient and Autonomic Systems 7, no. 1 (January 2016): 59–74. http://dx.doi.org/10.4018/ijaras.2016010104.

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Several approaches for services development in SOA (Service Oriented Architecture) suggest business processes as a starting point. However, there is a lack of systematic methods for services identification during business analysis. It is recognized that in service engineering, service identification plays a critical role as it lays the foundation for the later phases. Existing Service identification approaches are often prescriptive and mostly ignore automation principles, most are based on the architect's knowledge thus could result in non-optimal designs which results in complicated dependencies between services. In this paper the authors propose a top down approach to identify automatically services from business process by using several design metrics. This approach produces services from business processes as input and using an improved combinatorial particle swarm optimization algorithm with crossover of genetic algorithm. The experimentation denotes that the authors' approach achieves better results in terms of performance and convergence speed.

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Asgari, Mohammadreza, Syed Z. Ahmad, and Muhammad I. Gurrib. "Explaining the Internationalization Process of Malaysian Service Firms." International Journal of Trade, Economics and Finance 1, no. 1 (2010): 68–73. http://dx.doi.org/10.7763/ijtef.2010.v1.13.

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Sulong, Muhammad Suhaizan, Azlianor Abdul-Aziz, Andy Koronios, and Jing Gao. "Service Orientation Initiative Process Towards Enterprise Services Environment." Advanced Science Letters 21, no. 10 (October 1, 2015): 3355–58. http://dx.doi.org/10.1166/asl.2015.6497.

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Santos, Juliana Bonomi, and Martin Spring. "Expanding the service process matrices for expert services." Academy of Management Proceedings 2014, no. 1 (January 2014): 14216. http://dx.doi.org/10.5465/ambpp.2014.14216abstract.

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Lim, Chiehyeon, Min-Jun Kim, Ki-Hun Kim, Kwang-Jae Kim, and Paul Maglio. "Customer process management." Journal of Service Management 30, no. 1 (January 14, 2019): 105–31. http://dx.doi.org/10.1108/josm-02-2017-0031.

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PurposeThe proliferation of customer-related data provides companies with numerous service opportunities to create customer value. The purpose of this study is to develop a framework to use this data to provide services.Design/methodology/approachThis study conducted four action research projects on the use of customer-related data for service design with industry and government. Based on these projects, a practical framework was designed, applied, and validated, and was further refined by analyzing relevant service cases and incorporating the service and operations management literature.FindingsThe proposed customer process management (CPM) framework suggests steps a service provider can take when providing information to its customers to improve their processes and create more value-in-use by using data related to their processes. The applicability of this framework is illustrated using real examples from the action research projects and relevant literature.Originality/value“Using data to advance service” is a critical and timely research topic in the service literature. This study develops an original, specific framework for a company’s use of customer-related data to advance its services and create customer value. Moreover, the four projects with industry and government are early CPM case studies with real data.

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Carlborg, Per, and Daniel Kindström. "Service process modularization and modular strategies." Journal of Business & Industrial Marketing 29, no. 4 (April 1, 2014): 313–23. http://dx.doi.org/10.1108/jbim-08-2013-0170.

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Purpose – This paper aims to investigate the role of service modularity in developing and deploying efficient services, while at the same time meeting diverse customer needs. The analysis distinguishes between different service types and sets forth key issues for service modularization, identifying supporting resources (both internal and customer) and associated modular strategies for the different types. Design/methodology/approach – The study design used an exploratory case study approach, focusing on three Swedish manufacturing firms that are moving toward an increased service focus (service infusion). Data were collected through interviews and focus groups, and the collected data were analyzed independently, before being merged and synthesized in a cross-case analysis. Themes and patterns were extracted and linked to the theoretical framework following a systematic combining process. Findings – This study contributes insights to the emerging field of service modularity by investigating process modularization and modular strategies. A framework is put forward outlining modular strategies for four different service types covering both a passive and an active role for a customer. From a theoretical point of view, the role of the customer is added to the discussion to advocate for the necessity of a co-creative perspective in service modularity. Originality/value – This article contributes to the emerging research field of service modularity by providing empirical insights into how modularization and modular strategies can enable more efficient services. Depending on service type, different modular strategies are set forth. This study also highlights the need to recognize customer-specific activities, resources and competencies as pivotal parts of the modular service processes. Such insights are particularly relevant given the established view of service modules as functions of intra-firm activities.

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Mišovič, Milan, and Ivana Rábová. "Classical Process diagrams and Service oriented Architecture." Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis 61, no. 4 (2013): 1023–32. http://dx.doi.org/10.11118/actaun201361041023.

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SOA (Service Oriented Architecture) has played in the last two decades a very useful role in the design philosophy of the target software. The basic units of software for which the mentioned philosophy is valid are called services. Generally it is counted that the advance implementation of services is given by using so–called Web services that are on the platform of the Internet 2.0. Naturally, there has been counted also with the fact that the services will be used in software applications designed by professional programmers. Later, the concept of software services was supported by the enterprise concept of the SOE type (Service oriented Enterprise) and by the creation of the SOA paradigm.Many computer scientists, including Thomas Erl – doyen of SOA, do not understand SOA either as an integrated technology or as a development methodology. Proofs of this statement are in the following definitions.SOA is a form of technology architecture that adheres to the principles of service – orientation. When realized through the Web services technology platform, SOA establishes the potential to support and promote these principles throughout the business processes and automation domains of an enterprise (Erl, 2006). Thomas Erl (Erl, 2007) has expressed the idea of SOA implementation using the following definition.SOA establishes an architectural model that aides to enhance the efficiency, agility, and productivity of an enterprise by positioning services as the primary means through which solution logic is represented in support of the realization of strategic goals associated with service-oriented computing. Nevertheless the key principles, on which SOA is constructed (Erl, 2006), are not significantly reflected in any of the previous definitions. Some of the mentioned principles are still included at least in the more free definitions of SOA, for example (Barry, 2003).A service-oriented architecture is essentially a collection of services. These services communicate with each other. The communication can involve either simple data or it could two or more services coordinating some activity. From the above mentioned we can pronounce a brief description of SOA. “SOA is an architectural style for consistency of business process logic and service architecture of the target software.”It is a complex of means for solution of special analysis, design, and integration of enterprise applications based on the use of enterprise services. The service solutions of the classic business process logic are, of course, based on the application of at least seven key principles of SOA (free relations, service contract, autonomy, abstraction, reusing, composition, no states). Key attributes of SOA are verbally described in (Erl, 2006). They are so important that a separate article should be devoted to their nature and formalization. On the other hand, there is also clear that each service solution of business logic should respect the principles published in SOA Manifesto, 2009, which are essentially derived from the key principles of SOA.In many publications there are given the SOA reference models usually composed of several layers (presentation layer, business process layer, composite services layer, application layer) giving a meta idea of SOA implementation. Perfect knowledge of the business process logic is a necessary condition for the development of a proper service solution. The different types of business processes should be described in the necessary details and contexts.Interestingly, the SOA paradigm does not provide its own method of finding and describing business processes by giving a layered transparent business process diagram. On the other hand, the methodology provides deep understanding of not only the characteristics of services, but also their functionality and implementation of the key principles of SOA (Erl, 2006).Let us assume that the required process diagrams can be achieved by using some of the advanced methods and descriptions. Among many other methods and description, we can introduce for example methods as Eriksson–Penker Business Extensions, ARIS, BORM (Business Object Relation Modeling) and description as BPMN (Business Process Modeling Notation).This offers the idea of using these methods and descriptions for the SOA paradigm for the purposes of process models conversion into schemes of services with built-in orchestration. Conversion of transformations should be based on the knowledge of two artifacts. The first is the output artifact – everything what diagram process provides for the target service scheme and the second is the input artifact – all what service schemes need.The issue of conversion transformations is the main topic of this contribution. Their implementation will allow software companies to move forward in the creation of service production and it gives a new view of the enterprise functionality in a service solution to company management.

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Mukherjee, Kamal K., Laura Reka, Rudina Mullahi, Keldi Jani, and Jonida Taraj. "Public services: a standard process model following a structured process redesign." Business Process Management Journal 27, no. 3 (March 23, 2021): 796–835. http://dx.doi.org/10.1108/bpmj-03-2020-0107.

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PurposeDespite widespread adoption of business process reengineering (BPR) for better delivery efficiency of public services, a structured approach continues to elude the most value-adding phase of BPR: business process redesign. From another viewpoint, the rising currency of Whole-of-Government (WoG) and “shared services” initiatives signal an unmissable trend toward resource reuse across public service agencies (PSAs) through business process standardization (BPS). This research invokes BPS into process redesign to produce a process redesign framework (PRF) and deploys the same to build a standard process model (SPM) for services of the government of Albania (GoA).Design/methodology/approachThe methodology follows the design science research (DSR) paradigm, wherein best practices extracted from literature are synthesized with stakeholder inputs to design the PRF and SPM, both of which are then evaluated with case study research.FindingsAdoption of PRF/SPM on a WoG basis will not only reduce service lead time but also enable a variety of public services to share the same process, thereby further saving costs for GoA. The research outputs will accelerate reengineering and subsequent digitalization of public service operations.Research limitations/implicationsImplementing SPM will maximize resource reuse and help offer uniform and integrated public services to GoA's customers. It will also enable demand-driven staff mobilization across GoA agencies. The proposed PRF/SPM have limitations in that they consider only flow aspects of service processes with aspects of conversion being ignored.Originality/valueThis research fulfills the need for a systematic approach to process redesign and prepares GoA for a WoG treatment to its BPR efforts.

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13

Eto, Hajime. "Service quality assessment and service process reengineering." International Journal of Services Technology and Management 2, no. 3/4 (2001): 326. http://dx.doi.org/10.1504/ijstm.2001.001607.

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Watanabe, Kentaro, Satoshi Mikoshiba, Takeshi Tateyama, and Yoshiki Shimomura. "Service process simulation for integrated service evaluation." Journal of Intelligent Manufacturing 23, no. 4 (January 4, 2011): 1379–88. http://dx.doi.org/10.1007/s10845-010-0497-x.

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Song, Chee-Yang, and Eun-Sook Cho. "A service-oriented cloud modeling method and process." International Journal of Electrical and Computer Engineering (IJECE) 10, no. 1 (February 1, 2020): 962. http://dx.doi.org/10.11591/ijece.v10i1.pp962-977.

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The transition of software development from web to cloud has been accelerated. The development of cloud services requires a modeling method that reflects the characteristics of cloud including personalized service, resource sharing service, grouped and distributed services, and cross-platform operability. This study aimed to suggest a method of developing UML-based cloud services suitable for the characteristics of cloud services. A cloud service metamodel was defined using cloud applications’ characteristic modeling elements, and after that, how these cloud modeling elements are expressed into UML modeling elements was defined with an integrated metamodel between cloud and UML. By applying this hierarchical cloud metamodel, an MDA and MVC-based service-oriented cloud modeling process was established. By doing so, it will be possible to easily design services (applications) and solutions that are suitable for cloud computing environments, and in particular, to create hierarchical reuse models by the level of the abstraction of model-driven development.

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Makarem, Suzanne C., and Mona Al-Amin. "Beyond the Service Process." Journal of Service Research 17, no. 4 (July 9, 2014): 399–414. http://dx.doi.org/10.1177/1094670514541965.

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Alam, Ian. "New Service Development Process." Journal of Global Marketing 20, no. 2-3 (June 26, 2007): 43–55. http://dx.doi.org/10.1300/j042v20n02_05.

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Jeong, Hwa Young, and Hae Gill Choi. "Web Service Based Process for Dynamic Manufacturing." Applied Mechanics and Materials 224 (November 2012): 39–42. http://dx.doi.org/10.4028/www.scientific.net/amm.224.39.

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Manufacturing system has changing their technology to service based application. In the contents, web service technique can be a solution for their needs. Web service can provide various business logic, process, application for manufacturing system’s software over the internet. In this paper, we propose web service based process model for manufacturing system. The sample target system is IC test Handler, semiconductor device test equipment. The main application consists of 4 services; operational process, GPIB test process, Communication process, and Data management process.

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van der Valk, Wendy, and Frank Rozemeijer. "Buying business services: towards a structured service purchasing process." Journal of Services Marketing 23, no. 1 (February 20, 2009): 3–10. http://dx.doi.org/10.1108/08876040910933048.

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Cortina, Stéphane, Alain Renault, and Michel Picard. "TIPA Process Assessments." International Journal of Strategic Information Technology and Applications 4, no. 4 (October 2013): 1–18. http://dx.doi.org/10.4018/ijsita.2013100101.

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The goal of this paper is to present how the Tudor's IT Process Assessment (TIPA®) framework can be used to assess and improve the maturity of IT Service Management (ITSM) processes, and how its usage can increase the business value of IT services. This paper starts with a presentation of the current and of the future process assessment standards. Then, it explains how the authors of this paper have applied the ISO/IEC 15504 standard to the field of IT Service Management to create the TIPA framework. The paper also presents how assessing and improving the maturity of ITSM processes can, under certain conditions, impact the quality of the services provided by an IT organization and consequently the value these IT services bring to the business. Finally, the paper finishes by depicting the current situation as well as the future of the TIPA framework.

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PAULRAJ, D., S. SWAMYNATHAN, and M. MADHAIYAN. "PROCESS MODEL ONTOLOGY-BASED MATCHMAKING OF SEMANTIC WEB SERVICES." International Journal of Cooperative Information Systems 20, no. 04 (December 2011): 357–70. http://dx.doi.org/10.1142/s0218843011002262.

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One of the key challenges of the Service Oriented Architecture is the discovery of relevant services for a given task. In Semantic Web Services, service discovery is generally achieved by using the service profile ontology of OWL-S. Profile of a service is a derived, concise description and not a functional part of the semantic web service. There is no schema present in the service profile to describe the input, output (IO), and the IOs in the service profile are not always annotated with ontology concepts, whereas the process model has such a schema to describe the IOs which are always annotated with ontology concepts. In this paper, we propose a complementary sophisticated matchmaking approach which uses the concrete process model ontology of OWL-S instead of the concise service profile ontology. Empirical analysis shows that high precision and recall can be achieved by using the process model-based service discovery.

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Xia, ona, Zheng Qin, Jiguo Yu, and Lianyong Qi. "Personalised service recommendation process based on service clustering." International Journal of Computational Science and Engineering 18, no. 2 (2019): 176. http://dx.doi.org/10.1504/ijcse.2019.097944.

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Qi, Lianyong, Jiguo Yu, Xiaona Xia, and Zheng Qin. "Personalised service recommendation process based on service clustering." International Journal of Computational Science and Engineering 18, no. 2 (2019): 176. http://dx.doi.org/10.1504/ijcse.2019.10019152.

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Mattsson, Jan. "Using Service Process Models to Improve Service Quality:." Managing Service Quality: An International Journal 4, no. 1 (February 1994): 47–52. http://dx.doi.org/10.1108/09604529410796071.

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Hu, Qiang, and Jiaji Shen. "A Cluster and Process Collaboration-Aware Method to Achieve Service Substitution in Cloud Service Processes." Scientific Programming 2020 (August 1, 2020): 1–12. http://dx.doi.org/10.1155/2020/1298513.

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Some cloud services may be invalid since they are located in a dynamically changing network environment. Service substitution is necessary when a cloud service cannot be used. Existing work mainly concerned on service function and quality in service substitution. To select a more suitable substitutive service, process collaboration similarity needs to be considered. This paper proposes a cluster and process collaboration-aware method to achieve service substitution. To compute the process collaboration similarity, we use logic Petri nets to model service processes. All the service processes are transformed into path strings. Service vectors for cloud services are generated by Word2Vec from these path strings. Process collaboration similarity of two cloud services is obtained by computing the cosine value of their service vectors. Meanwhile, similar cloud services are classified as a service cluster. By calculating function similarity and quality matching, a candidate set for services substitution is generated. The service with the highest process collaboration similarity to invalid one in the candidate set is chosen as the substitutive one. Simulation experiments show the proposed method is less time-consuming than traditional methods in finding substitutive service. Meanwhile, the substitutive one has a high cooccurrence rate with neighboring services of the invalid cloud service. Thus, the proposed method is efficient and integrates process collaboration well in service substitution.

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Hakari, Kari, and Liina-Kaisa Tynkkynen. "Governing the Innovation Process." International Journal of Public and Private Healthcare Management and Economics 3, no. 1 (January 2013): 1–16. http://dx.doi.org/10.4018/ijpphme.2013010101.

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Local governments in pursuit of their objectives have become increasingly dependent on the private and third sector actors. New Public Governance (NPG) is an approach to understand the production and delivery of public services in a fragmented and pluralist society. The development of health care and social services and the creation of service innovations have been a part of the ongoing change. Local governments have started to search for new approaches to service delivery in co-operation with private firms and third sector organizations. This study focuses on the role of local government as a meta-governor in creating and developing a service innovation called the Kotitori model in Tampere, Finland. Meta-governance is needed to govern complexity and plurality in a network society. Local authorities can exercise power by using meta-governance tools while sharing the responsibility for public governance with other actors. The results of this study suggest that tools provided by NPG theory can be identified in the process of developing a service innovation. Thus, it may be that local governments should use both hands-on and hand-off meta-governance tools in order to exercise successful meta-governance. The results also suggest that adequacy of the different meta-governance tools differs according to the stage of the innovation process. In this sense this study provides also new insight to the theory of NPG.

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Kusiak, Andrew. "Service manufacturing = Process-as-a-Service + Manufacturing Operations-as-a-Service." Journal of Intelligent Manufacturing 31, no. 1 (January 2020): 1–2. http://dx.doi.org/10.1007/s10845-019-01527-3.

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Taponen, Suvituulia, and Katri Kauppi. "Service outsourcing decisions – a process framework." Journal of Global Operations and Strategic Sourcing 13, no. 2 (May 2, 2020): 171–94. http://dx.doi.org/10.1108/jgoss-02-2019-0012.

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Purpose The purpose of this paper is to compare service outsourcing decisions between public and private organizations and against a theoretical decision-making framework to both understand differences across the sectors and to provide an outsourcing framework more suitable specifically for outsourcing (and for the public sector). Design/methodology/approach Multiple case studies, i.e. a study of phenomena (here outsourcing process) at various sites is used as an approach. Findings Findings indicate that public sector organizations are trailing behind private sector organizations in how the decision-making process is conducted and resourced. The authors suggest regular evaluation of service functions internally as a starting point for the outsourcing service decision-making process. Additionally, the market analysis should be done prior to cost analysis and benchmarking as the availability of suppliers more qualified than the internal process defines the make or buy decision. Research limitations/implications The newly developed framework based on empirical evidence includes the following phases: regular evaluation of service functions, market analysis, cost analysis and benchmarking and evaluating relevant service activities. Applying the framework improves the efficient delivery of outsourced public services and brings public sector outsourcing closer to the professionalism currently present in the private sector. Originality/value Choosing between in-house and outsourced service delivery is a fundamental decision in both private and public sector organizations. Previous outsourcing research has mostly focused on the private sector, with limited focus on the public sector’s outsourcing processes, yet understanding of the service outsourcing process is important in ensuring organizational competitiveness and cost efficiency.

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Mišovič, Milan, and Jan Turčínek. "Relation between process and service logics." Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis 61, no. 2 (2013): 411–16. http://dx.doi.org/10.11118/actaun201361020411.

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It is generally accepted that the process control of a small and medium-sized manufacturing business enterprise is the foundation of high quality care of firm’s business processes. Any business process is seen as an indivisible sequence of activity steps designed to perform complex business activities. In its statutory documents the company should have concise descriptions of at least the main processes, along with their contexts in a given department of the company and the employee position.The main business processes, of course many others, are not immutable, on the contrary, they are very often changing. Many processes occur, others are modified others disappear as antiquated and useless to support strategic business objectives. All this is a consequence of the firms’ effort needed to maintain competitiveness in the harsh and dynamic consumer market.Business processes are not isolated, many of them are part of a relatively large process chains, so-called enterprise services, see (Erl, 2005). The discipline of Software Engineering responded to the possibility of consolidating enterprise functionality with enterprise services with the method SOA (Service Oriented Architecture) leading to new applications for enterprise information systems.In contrast to business processes, business services are still not sufficiently recognized in the statutory documents of enterprises. Informaticians, producing software applications for enterprise information systems, must draw on company management knowledge relating to the general context and processes together with management to prepare business services. There are therefore more relevant questions based on the emergence of corporate services and information modeling in the discipline of Information Engineering. Acceptable responses are not included in a lot of publications or in publications of the doyen of SOA Thomas Erl, see (Erl, 2006) and thus the proposed SOA paradigm suffers from the same problem.The present article tries to give an answer to those questions and show the relevant theoretical basis for finding service solutions of business process logic. Furthermore, this article wants to show possible conversions of known methods of process analysis of Information Engineering disciplines, such as the method Eriksson – Penker Business Extensions, or the method ARIS by prof. Scheer, into the platform of enterprise services.

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Xu, Bo, Alaa Nimer Abukhalifeh, Xiaoling Lu, Biao Gao, Hongyan Cui, and Yichao Wu. "Rural Tourism Public Service Performance Evaluation Based on Analytic Hierarchy Process." Mathematical Problems in Engineering 2022 (April 16, 2022): 1–9. http://dx.doi.org/10.1155/2022/4189862.

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In recent years, more and more attention has been paid to the construction of rural tourism, and tourists’ demand for rural tourism public services has become stronger and stronger. Through the objective and fair evaluation of rural tourism public service performance, on the one hand, it is helpful to improve the overall satisfaction of tourists to rural tourism. On the other hand, it can also ensure the efficiency of public service financial investment and expenditure. Firstly, on the basis of theoretical summary and hierarchical analysis, this paper constructs the performance evaluation index system of rural tourism public service from five aspects of infrastructure services, public transport services, public information services, security services, and public environmental services. Then taking China as an example, the performance of rural tourism public service is evaluated by analytic hierarchy process. The results show that the construction of hard environment such as public transport services, security services, and infrastructure services is a key factor in the construction of rural tourism public services. Finally, according to the evaluation results obtained in this paper, some suggestions are put forward for the development of rural tourism and the improvement of public service quality in the future.

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Hao, Qingwang Michael. "Toward a unified service delivery process for next-generation services." Bell Labs Technical Journal 12, no. 4 (February 27, 2008): 5–20. http://dx.doi.org/10.1002/bltj.20263.

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DOLFSMA, WILFRED. "THE PROCESS OF NEW SERVICE DEVELOPMENT — ISSUES OF FORMALIZATION AND APPROPRIABILITY." International Journal of Innovation Management 08, no. 03 (September 2004): 319–37. http://dx.doi.org/10.1142/s1363919604001088.

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Services form an important part of the economy today. Innovation for service firms is as important as for manufacturing, but the innovation process for service firms is comparatively little studied. In this paper, I review the literature there is on the innovation process for service firms, and make two suggestions for formalizing that process. The common thought that service firms do not innovate does not hold. Innovation is, however, often ad hoc for services, and it can therefore be difficult to measure firms' innovation efforts. These points are related to issues of appropriability of the benefits of innovation in services. The two issues primarily discussed in this paper — the possibilities of formalizing and appropriating in case of new service development — are central issues for service firms. It is here that this paper offers some contributions to the existing literature; it does not so much present an overview thereof.

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Gao, Honghao, Danqi Chu, Yucong Duan, and Yuyu Yin. "Probabilistic Model Checking-Based Service Selection Method for Business Process Modeling." International Journal of Software Engineering and Knowledge Engineering 27, no. 06 (July 31, 2017): 897–923. http://dx.doi.org/10.1142/s0218194017500334.

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Business process modeling is a way to the organizational change management, which provides abstract workflows to describe business logics for customer demands analysis and IT infrastructures improvement. In order to reuse business process for covering different application scopes, it requires the capacity of configuring each task of business process by selecting appropriate services from the candidate services set, and then assembling them together to properly work with each other as domain-specific software. Considering choosing an executable business process with high quality service (QoS), the service selection is regarded as the pivotal step of determining process instances since service displays probabilistic behaviors under the uncertainty of Internet making business process shown different reliability. In this paper, it proposes an approach to the service selection for business process modeling. In the first phase, the function similarity method is used to pick out services from service repository in order to build a set of candidate services, which checks the functions description to find matching services, especially service may publish one or more functions through multiple interfaces. In the second phase, the probabilistic model checking-based method is employed to the quantitative verification of process instances, which involves services composition and stochastic behaviors computing according to workflow structures. Then, corresponding algorithms are discussed for service selection purposes. Furthermore, it introduces the probabilistic model checking-based framework for prototype design and implementation. Finally, experiments are conducted to demonstrate the effectiveness and efficiency of the proposed method comparing with traditional methods.

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Bunetta, Joan. "Central Service: The Education Process." Hospital Topics 63, no. 1 (February 1985): 41–42. http://dx.doi.org/10.1080/00185868.1985.9948399.

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Eshuis, Rik, Alex Norta, Oliver Kopp, and Esa Pitkanen. "Service Outsourcing with Process Views." IEEE Transactions on Services Computing 8, no. 1 (January 2015): 136–54. http://dx.doi.org/10.1109/tsc.2013.51.

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Freeman, Edward H. "Service of Process by Email." Information Systems Security 15, no. 6 (December 2006): 7–11. http://dx.doi.org/10.1080/10658980601051979.

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Kim, Hee‐Woong, and Young‐Gul Kim. "Rationalizing the customer service process." Business Process Management Journal 7, no. 2 (May 2001): 139–56. http://dx.doi.org/10.1108/14637150110389713.

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Lindgren, John H., and William K. Carter. "The Service Marketing Planning Process." Journal of Professional Services Marketing 1, no. 3 (July 7, 1986): 35–47. http://dx.doi.org/10.1300/j090v01n03_03.

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Bolumole, Yemisi A., A. Michael Knemeyer, and Douglas M. Lambert. "The Customer Service Management Process." International Journal of Logistics Management 14, no. 2 (July 1, 2003): 15–31. http://dx.doi.org/10.1108/09574090310806576.

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Customer service management is the supply chain management process that represents the firm's face to the customer. The process is the key point of contact for administering product and service agreements (PSAs) developed by customer teams as part of the customer relationship management process. The goal is to provide a single source of customer information, such as product availability, shipping dates and order status. Customer service management requires a real‐time system to respond to customer inquiries and facilitate order placement. In this paper, we describe the customer service management process in detail to demonstrate how it can be implemented and managed. To do this, we detail the activities of each strategic and operational sub‐process; evaluate the interfaces with the business functions, the other seven supply chain management processes; and describe examples of successful implementation.

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길혜준, KIM, Geonha, Kil-Hang Wang, and Rhim, Hosun. "Process-Based Service Quality Assessment of Automobile Maintenance Service." Productivity Review 26, no. 1 (March 2012): 207–27. http://dx.doi.org/10.15843/kpapr.26.1.201203.207.

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민병준. "A Study on Service Delivery Process During Service Encounter." Journal of Eurasian Studies 7, no. 4 (December 2010): 181–204. http://dx.doi.org/10.31203/aepa.2010.7.4.009.

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Pyanova, N. V. "PERFECTION OF THE ORGANIZATION PROCESS OF SERVICE ACTIVITY." Education and Science without Limits: Fundamental and Applied Researches, no. 10 (November 25, 2019): 128–31. http://dx.doi.org/10.36683/2500-249x-2019-10-128-131.

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In the article the content of the organization process of service activity and the feature of its use in production and consumption of the goods and services are revealed. Modern technologies in the proper production of goods create conditions for rational and effective organization of consumers servicing. The enterprises of all spheres including service sphere are interested in effective sales. That will allow them to compete successfully in the market.

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Zhu, Y. Q., and Xiang Yu Li. "A Service Oriented Product Development Process Online Control Model." Advanced Materials Research 1049-1050 (October 2014): 1090–93. http://dx.doi.org/10.4028/www.scientific.net/amr.1049-1050.1090.

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For implementing the online control of product development process in Micro-Plant, an integration control platform is proposed based on web service technology. Professional software such as G2, GAMS, Matlab, are wrapped as web services based on multi-agent technology, and the web service named Data_Service is given to implement the data communication among different web services, then we can control and optimize the product development process in Micro-Plant. Finally the practicability and validity of the integration control platform are verified through the application in the product development of Nipagin ester.

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Gonzalez, Rodrigo Valio Dominguez. "Knowledge Management Process in Multi-Site Provision of Service." International Journal of Knowledge Management 12, no. 2 (April 2016): 20–37. http://dx.doi.org/10.4018/ijkm.2016040102.

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Differently from manufacturing operations, which have a combination of tangible and intangible resources, services are characterized by intensive competencies and knowledge. Several services intensive organizations present a model called multi sites. In this model, the service provider company has several work teams, called in this work full service sites, installed full time at client sites. The challenge for these organizations is to manage the knowledge acquired in these various sites in order not to lose the knowledge created from the improvement, problem solving and innovations implemented in the processes of customer. Thus, this paper aims to analyze the stages that constitute the knowledge management process in the multi-sites service provider company context. The research results point to a model based on joint working between sites and full service center for excellence. The latter's mission is to identify, assess, store and distribute knowledge among sites, acting as a department that centralizes the knowledge management process.

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Zhao, Yuhai, and Ying Yin. "Dynamic Self-Healing Mechanism for Transactional Business Process." Mathematical Problems in Engineering 2015 (2015): 1–15. http://dx.doi.org/10.1155/2015/696142.

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It is clear that transactional behavior consistency is a prerequisite and basis for construction of a reliable services-based business application. However, in previous works, maintaining transactional consistency during exception handling was ignored. Maintaining transactional consistency requires functionality for rolling back some operations and revoking uploaded data. Replacing only the failed service will eventually lead to overall business application failure. In this study, we take fully into account the behavioral consistency of transactional services and propose two effective self-healing mechanisms for service-based applications. If a service enters into potential failure condition, a rescheduling mechanism is triggered to maintain consistent transactional behavior and to ensure reliable execution; if a service fails during execution, the compensation operation is triggered and the system will take action to ensure transactional behavior consistency. Meanwhile, cost-benefit analysis with compensation support is proposed to minimize the dynamic reselection cost. Finally, the experimental analysis shows that the proposed strategies can effectively guarantee the reliability of Web-based applications system.

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Soltani, Mokhtar, and Sidi Mohamed Benslimane. "Ontology-based Multi-Objective Evolutionary Algorithm for Deriving Software Services from Business Process Model." International Journal of Information Systems in the Service Sector 5, no. 3 (July 2013): 35–53. http://dx.doi.org/10.4018/jisss.2013070103.

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Various approaches uses business process models as starting point to derive software services. The first and the important task for developing service-oriented models is service identification. However, the majority of existing methods for service identification are developed manually because, on the one hand, they are based on the competence of the developers and, on the other hand, the business process models do not comprise sufficient knowledge to identify services automatically. The integration of Business Process Modeling (BPM), Model-Driven Development (MDD), and Ontology-based Semantic Annotation (OSA) allows the automation of the SOA (Service-Oriented Architecture) services development. Three steps are used for developing an SOA solution: service identification, service specification and finally service realization. In this paper, the authors illustrate a method called MOOSI (Multi-Objective Optimization-based Service Identification) that automatically identifies the architecturally significant elements from an annotated business process model in order to specify service model artifacts. The main goal of this work is to support the automation of the development process of service-oriented enterprise information system. The implementation results of our proposed method are discussed. This result shows that MOOSI can achieve high performance in terms of execution time and important quality in terms of modularization quality of identified services compared with other solution.

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Abram, Maciej, Daria Szydlowska, Krzystof Borkowski, and Bartłomiej Walas. "Factors Affecting the Process of Customer Service." Geografické informácie 20, no. 2 (2016): 377–87. http://dx.doi.org/10.17846/gi.2016.20.2.377-387.

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Ostašius, Egidijus, and Živilė Petravičiūtė. "Elektroninių paslaugų modeliavimas viešajame sektoriuje." Informacijos mokslai 53 (January 1, 2010): 127–43. http://dx.doi.org/10.15388/im.2010.0.3179.

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Straipsnyje nagrinėjamas elektroninių paslaugų modeliavimas viešajame sektoriuje. Pateikiamas elektroninės paslaugos modelis buvo sukurtas remiantis į paslaugas orientuotos architektūros abstrakčiuoju modeliu. Modeliavimo procesas yra grindžiamas nuolatinio proceso tobulinimo idėja. Bendrojo elektroninių paslaugų modelio tikslas – skatinti partnerystę, dalytis žiniomis ir turima informacija tarp viešojo sektoriaus valdžios institucijų, atsakingų už elektroninių paslaugų kūrimą ir teikimą, siekiančių pagerinti jų teikiamų paslaugų veiksmingumą ir kokybę. Modelis gali būti naudingas atskleidžiant bendras problemas, standartizuojant elektroninių paslaugų modeliavimo ir konstravimo procesus, visoms suinteresuotoms šalims ieškant optimalių sprendimų. Pateiktasis modelis buvo išbandytas kuriant transporto priemonių registravimo elektroninę paslaugą ir gali būti naudojamas kuriant ir kitas viešas elektronines paslaugas, kurios gali būti teikiamos „vieno langelio“ elektroninės valdžios vartuose. Pasiūlytą modelį galima naudoti vertinant elektroninių paslaugų brandą ir jų bei jas realizuojančių sistemų sudėtingumą, taip pat lyginant tam tikras elektronines paslaugas tarpusavyje. Kaip technologinis sprendimas, kuriant tokių elektroninių paslaugų sistemas, yra pasiūlyta į paslaugas orientuota architektūra, kuria siekiama sukurti išplečiamas, lanksčias ir daug kartų lengvai panaudojamas sistemas.Modeling E-services in Public SectorEgidijus Ostašius, Živilė Petravičiūtė SummaryAbstract. This article focuses on the modeling of e-services in the public sector. The approach is based on the reference model for service-oriented architecture (SOA). The modeling process is based on the idea of the Continuous improvement process. The common model is aimed to stimulate partnership among the public sector authorities involved in e-service constructing and delivery and should improve the efficiency and effectiveness of their activities, the quality of services by sharing knowledge, common services and information. It could be helpful to understand the specific issues in common problems that are related to the subject, to standardize the processes of e-services modeling and construction while seeking the optimal solutions for all parties. The proposed model was tested on the e-service of vehicle registration and could be used for building other public e-services in one-stop e-government. The proposed e-service model could be also used for evaluating the maturity and complexity of e-services systems and for comparison of particular e-services. The SOA architectural framework is proposed as a solution to reach the scalability, flexibility and reusability in building an e-service system.Keywords: generic e-service model, one-stop e-government, service-oriented architecture (SOA), reference model for SOA, business process automation, business engineering, continuous improvement process, vehicle registration.

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Galinec, Darko. "Procurement Business Service Modeling in Service-Based Process Architecture of Equipping System." International Journal of Information Systems in the Service Sector 1, no. 4 (October 2009): 50–60. http://dx.doi.org/10.4018/jisss.2009062904.

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The procurement as business discipline and function of equipping process has started the process of transformation from an administrative competence and necessity to a strategic capability (Kyte, 2006). To be efficient its processes have to be interoperable in the processing, semantic and technological way with other functions and processes of the business system; end to end process integration of the business system should be obtained. It is important to fully understand and document user requirements before development of the procurement (business) process. This results in the need for the development of a defined, articulated, communicated and managed model of procurement process. On the level of conceptual system modeling (business process owner’s perspective) (ZIFA, 2006) this article shapes a new procurement model, in form of business service with appertaining processes, activities and other services necessary for its accomplishment. At logical and physical modeling level (designer’s and builder’s perspective) (ZIFA, 2006) service oriented perspective (SOA) has been considered, as well as Web services as technological concept for the implementation of the shaped procurement service model at the conceptual level of the system. Application of the shaped model requires organizational, process and system changes of the business system, that is, procurement function must develop the culture of service provider, avoiding the role of corporate purchasing controller. The position and the role of business service modeling within entire business process management (BPM) discipline has been established as well.

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Jack, Robert, Sharif As-Saber, and Ron Edwards. "Service embeddedness and its role in a firm’s internationalisation process." International Journal of Operations & Production Management 35, no. 3 (March 2, 2015): 346–69. http://dx.doi.org/10.1108/ijopm-05-2010-0121.

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Purpose – Perceived differences in the composition of goods and services forms the basis of a significant degree of analysis of the firm internationalisation process. In particular, product inseparability is highlighted as a distinguishing feature of service offerings and purports to explain the different approaches to internationalisation strategy adopted by service firms. The research, however, proposes that the division of goods and services into distinct products is outmoded. Rather, it is important to understand the extent of service components that embody, or are embedded in, a product offering. The authors argue that this “service embeddedness” influences the process by which a firm internationalises. The paper aims to discuss these issues. Design/methodology/approach – Based on ten case studies of Australian international firms, this paper examines the impact of service embeddedness on a firm’s internationalisation process. Findings – The research underlines that firms approach internationalisation with a view of ensuring that the various activities that combine to form their product offering are available to their international clients. Research limitations/implications – From an academic perspective, a dichotomous approach to products (good or service) underestimates the role that embedded services have on a firm’s internationalisation process. The research, therefore, has implications for researchers and practitioners as it highlights the importance of delivering products internationally that comprise of both good and embedded service components. Originality/value – The research develops a deeper understanding of the extent and nature of separability within individual product categories from international production and operations perspectives.

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