Measuring Service Value Based on Service Semantics

Abstract

Service participants can obtain different service values through participating in multiple service solutions with the same function but different performances and these solutions are usually represented as the pre-designed service models. Whether or to what degree the service values can be implemented under the support of the pre-designed service models is as a critical criterion for evaluating and selecting the most appropriate one from these service solutions. Therefore an approach of service value measurement based on service semantics (i.e. meaning of service models) is presented in this paper. Starting from a definition of service value, we present a series of concepts (e.g. value indicators, value profit constraints, etc.) and measure them based on the pre-designed service models. This paper also defines the value dependency relationships among the corresponding service values due to the uncertainty of relationships between multiple quality parameters of service elements, and then analyzes the impact of the value dependency on service value measurement. In order to complement the discussions above, a real-world case study from ocean transportation service is conducted for demonstration.

Share and Cite:

C. Ma, Z. Wang, X. Xu and Q. Wu, "Measuring Service Value Based on Service Semantics," Journal of Service Science and Management, Vol. 6 No. 1, 2013, pp. 56-68. doi: 10.4236/jssm.2013.61007.

Conflicts of Interest

The authors declare no conflicts of interest.

References

[1] Z. J. Yan, “New Reading of Labour Value Theory,” Journal of Peking University (Humanities and Social Sciences), Vol. 6, 2001, pp. 10-17. (in Chinese)
[2] M. E. Porter, “Competitive Advantage,” Huaxia Press, Beijing, 1997.
[3] X. F. Xu and Z. J. Wang, “Value-Aware Service Model Driven Architecture and Methodology,” Service Science Cross Session of the 20th World Computer Congress. EGovernment: ICT Professionalism and Competences— Service Science, IFIP International Federation for Information Processing, Springer, Boston, 2008, pp. 277-286.
[4] CIO Council, “Value Measuring Methodology: How to Guide,” 2002. http://www.cio.gov/documents/ValueMeasuring_Methodology_HowToGuide_Oct_2002.pdf
[5] N. Caswell, S. Feldman, C. Nikolaou, J. Sairamesh and M. Bitsaki, “Estimating Value in Value Networks,” 2010. http://www.tsl.csd.uoc.gr/media/workingpaper_value_nets.pdf.
[6] V. Allee, “Reconfiguring the Value Network,” Journal of Business Strategy, Vol. 21, No. 4, pp. 2000, pp. 36-39. doi:10.1108/eb040103
[7] N. Caswell, C. Nikolaou, J. Sairamesh, M. Bitsaki, G. D. Koutras and G. Iacovidis, “Estimating Value in Service Systems: A Case Study of a Repair Service System,” IBM Systems Journal, Vol. 47, No. 1, 2008, pp. 87-100. doi:10.1147/sj.471.0087
[8] V. Allee, “A Value Network Approach for Modeling and Measuring Intangibles,” Transparent Enterprise, Madrid, 2002.
[9] J. Gordijn and J. M. Akkermans, “e3-Value: Design and Evaluation of e-Business Models,” IEEE Intelligent Systems, Vol. 16, No. 14, 2001, pp. 11-17.
[10] J. Gordijn, E. Yu and B. van de Raadt, “e-Service Design Using i* and e3-Value Modeling,” IEEE Software, Vol. 23, No. 3, 2006, pp. 26-33. doi:10.1109/MS.2006.71
[11] J. Gordijn, P. van Eck and R. Wieringa, “Requirements Engineering Techniques for e-Services. Service-Oriented Computing,” The MIT Press, Cambridge, 2009.
[12] J. Gordijn and J. M. Akkermans, “Value-based Requirements Engineering: Exploring Innovative e-Commerce Ideas,” Requirements Engineering, Vol. 8, No. 2, 2003, pp. 114-134. doi:10.1007/s00766-003-0169-x
[13] Q. Li and Y. L. Chen, “Modeling and Analysis of Enterprise and Information System,” Higher Education Press, Beijing, 2007. (in Chinese)
[14] C. Ma, Z. J. Wang and X. F. Xu, “A Semi-Automatic Service Value Annotation Method Supporting Service Model Analysis,” Computer Integrated Manufacturing Systems, Vol. 17, No. 10, 2011, pp. 2286-2297. (in Chinese)
[15] Z. J. Wang, X. F. Xu, D. H. Chu, et al., “Value Annotation for Service Model Analysis,” 2010 International Conference on Service Science (ICSS 2010), Hangzhou, 14-15 May 2010, pp. 219-225.
[16] S. Liu, X. F. Xu and Z. J. Wang, “A SQFD Approach for Service System Design Evaluation & Optimization,” Proceedings of 5th International Conference on Interoperability for Enterprise Software and Applications, Beijing, 21-21 April 2009, pp. 23-27.
[17] J. M. Carman, “Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions,” Journal of Retailing, Vol. 66, No. 1, 1990, pp. 33-55.
[18] G. Box, G. M. Jenkins and G. Reinsel, “Time Series Analysis: Forecasting and Control,” Prentice Hall, Upper Saddle River, 1994.

Copyright © 2024 by authors and Scientific Research Publishing Inc.

Creative Commons License

This work and the related PDF file are licensed under a Creative Commons Attribution 4.0 International License.