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.
Highlights
With the rapid development of modern service industry, the market competition has become increasingly fierce
Starting from a definition of service value, we present a series of concepts and measure them based on the pre-designed service models
Our approach to measure service values is based on the meaning of service models, because this paper mainly focuses on which predesigned service model enables and supports service values implementation most sufficiently
Summary
With the rapid development of modern service industry, the market competition has become increasingly fierce. In order to obtain largest value, customers need to find out the most appropriate service solution among multiple existing services solutions with the same function but different performances by comparing the values that these service solutions bring them. Customers and service providers all need a method to measure the values brought through the execution of service solution. The above two kinds of researchers use measurement results of values for analyzing, evaluating and optimizing service business at the macro level. Our approach to measure service values is based on the meaning of service models (refer to process model at the operational level, not business model at the macro level), because this paper mainly focuses on which predesigned service model enables and supports service values implementation most sufficiently.
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