A generic service system for knowledge-intensive service firms

Yong Peng, Youakim Badr, Frédérique Biennier

Research output: Chapter in Book/Report/Conference proceedingConference contribution

4 Scopus citations

Abstract

Service systems are highly complex and often difficult to study, design and implement given their socio-technical-organisational nature. This complexity leads to a poor understanding as to how service systems can be innovative and competitive. Within the service sector, Knowledge-Intensive Service firms compete by the skills and knowledge of their employees to deliver online business services. However, current service systems for Knowledge-Intensive Service firms are either too static to describe the dynamic mechanism, or too visionary to use in real world applications, which makes activities such as designing, developing, and evolving adaptive service applications unpractical. In this paper, we present a generic service system architecture describing service characteristics with descriptors such as customer-centric, knowledge-driven, reusability, safeguards, interoperability, and Internet delivery channels. Finally, we propose an implementation framework to achieve secure and adaptive service delivery and a service life cycle describing the service production process.

Original languageEnglish (US)
Title of host publicationProceedings of the International Conference on Management of Emergent Digital EcoSystems, MEDES '09
PublisherAssociation for Computing Machinery
Pages422-426
Number of pages5
ISBN (Print)9781605588292
DOIs
StatePublished - Jan 1 2009
Event1st ACM International Conference on Management of Emergent Digital EcoSystems, MEDES '09 - Lyon, France
Duration: Oct 27 2009Oct 30 2009

Publication series

NameProceedings of the International Conference on Management of Emergent Digital EcoSystems, MEDES '09

Conference

Conference1st ACM International Conference on Management of Emergent Digital EcoSystems, MEDES '09
CountryFrance
CityLyon
Period10/27/0910/30/09

All Science Journal Classification (ASJC) codes

  • Artificial Intelligence
  • Computational Theory and Mathematics
  • Computer Networks and Communications
  • Software

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