Based on service-oriented architecture（SOA）,a Bellman-dynamic-programming-based approach of service recovery decision-making is proposed to make valid recovery decisions.Both the attribute and the process of service...Based on service-oriented architecture（SOA）,a Bellman-dynamic-programming-based approach of service recovery decision-making is proposed to make valid recovery decisions.Both the attribute and the process of services in the controllable distributed information system are analyzed as the preparatory work.Using the idea of service composition as a reference,the approach translates the recovery decision-making into a planning problem regarding artificial intelligence （AI） through two steps.The first is the self-organization based on a logical view of the network,and the second is the definition of evaluation standards.Applying Bellman dynamic programming to solve the planning problem,the approach offers timely emergency response and optimal recovery source selection,meeting multiple QoS （quality of service）requirements.Experimental results demonstrate the rationality and optimality of the approach,and the theoretical analysis of its computational complexity and the comparison with conventional methods exhibit its high efficiency.展开更多
Service is a special product. It is intangible and unstored, so service er-rors are not avoided. Once service errors appear, the first line staffs who keep di-rect touch with customers wil play an important role in se...Service is a special product. It is intangible and unstored, so service er-rors are not avoided. Once service errors appear, the first line staffs who keep di-rect touch with customers wil play an important role in service recovery. The staffs＇ negative emotions during the recovery service should be recovered by internal ser-vice recovery. In this paper, critical incident technique is applied to analyse the re-covery strategies expected by the first line staff and the internal service recovery strategies such as inspiring, authorization, training and psychology service are put forward. the strategy most expected by the staff is reward.展开更多
文摘Based on service-oriented architecture（SOA）,a Bellman-dynamic-programming-based approach of service recovery decision-making is proposed to make valid recovery decisions.Both the attribute and the process of services in the controllable distributed information system are analyzed as the preparatory work.Using the idea of service composition as a reference,the approach translates the recovery decision-making into a planning problem regarding artificial intelligence （AI） through two steps.The first is the self-organization based on a logical view of the network,and the second is the definition of evaluation standards.Applying Bellman dynamic programming to solve the planning problem,the approach offers timely emergency response and optimal recovery source selection,meeting multiple QoS （quality of service）requirements.Experimental results demonstrate the rationality and optimality of the approach,and the theoretical analysis of its computational complexity and the comparison with conventional methods exhibit its high efficiency.
基金Supported by the Fundamental Research Funds for the Central Universities
文摘Service is a special product. It is intangible and unstored, so service er-rors are not avoided. Once service errors appear, the first line staffs who keep di-rect touch with customers wil play an important role in service recovery. The staffs＇ negative emotions during the recovery service should be recovered by internal ser-vice recovery. In this paper, critical incident technique is applied to analyse the re-covery strategies expected by the first line staff and the internal service recovery strategies such as inspiring, authorization, training and psychology service are put forward. the strategy most expected by the staff is reward.
