1. REASONING ABOUT CUSTOMER NEEDS IN MULTI-SUPPLIER ICT SERVICE BUNDLES USING DECISION MODELS
- Author
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Jaap Gordijn, Sybren de Kinderen, and Hans Akkermans
- Subjects
Service quality ,Customer retention ,Voice of the customer ,Customer advocacy ,Knowledge management ,Customer Service Assurance ,Computer science ,business.industry ,Service level objective ,Service level requirement ,business ,Customer to customer - Abstract
We propose a method, e 3 service , to reason about satisfying customer needs in the context of a wide choice of multi-supplier ICT service bundles. Our method represents customer needs, their ensuing consequences, and the services that realize those consequences in a service ca talogue. This catalogue is then used by a reasoner, which elicits customer needs, computes their consequences, and automatically matches these consequences with services offered by suppliers. The e 3 service method has been implemented and tested in software to demonstrate its feasibility.
- Published
- 2009
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