This paper considers the role of service customers in those service encounters where the customer participates in the service production and delivery process, and the customer factors, motivations and incentive mechan...This paper considers the role of service customers in those service encounters where the customer participates in the service production and delivery process, and the customer factors, motivations and incentive mechanism to participate in service delivery are analyzed. This study explores the relationship between service quality and service customer participation in the service encounter and the effect of customer participation on service providers＇ job stress. Finally, the management implications about customer participation in the service encounter from the findings are discussed.展开更多
For business service workflow,QoS-based services selection can't guarantee whether the composite service satisfies user' s requirement after delivery,because once any service interrupts or quality of service(Q...For business service workflow,QoS-based services selection can't guarantee whether the composite service satisfies user' s requirement after delivery,because once any service interrupts or quality of service(QoS) maliciously reduces,the quality of workflow will be reduced.Trustworthy services can provide reliable QoS,so trustworthiness research could improve the efficiency of services selection.This paper investigates trust assessment in the perspective of workflow.Firstly,trust network of business service workflow(TN-BSW) is proposed to analyze trust attributes;then,the trust measurement system of TN-BSW is investigated to assess the trust value quantitatively;and then,a trust-aware service recommendation model(TaSRM) is proposed to enhance the efficiency of QoS-basedservices selection;finally,experiment shows the feasibility of TN-BSWand the performance of TaSRM.展开更多
基金This paper is supported by National Natural Science Foundation of China （No. 73002001）.
文摘This paper considers the role of service customers in those service encounters where the customer participates in the service production and delivery process, and the customer factors, motivations and incentive mechanism to participate in service delivery are analyzed. This study explores the relationship between service quality and service customer participation in the service encounter and the effect of customer participation on service providers＇ job stress. Finally, the management implications about customer participation in the service encounter from the findings are discussed.
基金Supported by the Research Fund for the Doctoral Program of Higher Education of China(No.20120002110034)Initiative Scientific Research Program of Tsinghua University(No.20111080998)
文摘For business service workflow,QoS-based services selection can't guarantee whether the composite service satisfies user' s requirement after delivery,because once any service interrupts or quality of service(QoS) maliciously reduces,the quality of workflow will be reduced.Trustworthy services can provide reliable QoS,so trustworthiness research could improve the efficiency of services selection.This paper investigates trust assessment in the perspective of workflow.Firstly,trust network of business service workflow(TN-BSW) is proposed to analyze trust attributes;then,the trust measurement system of TN-BSW is investigated to assess the trust value quantitatively;and then,a trust-aware service recommendation model(TaSRM) is proposed to enhance the efficiency of QoS-basedservices selection;finally,experiment shows the feasibility of TN-BSWand the performance of TaSRM.
