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Goal-Directed Approach for Process Specification and Service Selection in Customer Life Cycle Management
Monash University, Melbourne, VIC, Australia .
Monash University, Melbourne, VIC, Australia .
RMIT University, Melbourne, VIC, Australia . (IS (Embedded Systems))ORCID iD: 0000-0001-6278-4793
Monash University, Melbourne, VIC, Australia .
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2012 (English)In: Lecture Notes in Business Information Processing, Volume 98, Springer, 2012, Vol. 98, no 1, p. 151-169Chapter in book (Refereed)
Abstract [en]

Service selection is the first step in customer life cycle management where services are selected to meet a customer's goals or objectives, personalised to the circumstances of the customer. The aim of this paper is twofold: (1) to develop concepts and algorithms for goal-directed service selection; and (2) to compare and reconcile our goal-directed approach with a service-oriented approach. The proposed goal-directed service selection algorithm is based on a goal-directed domain description that represents the customer objectives and the business processes. We use service component architectures with formalised contractual service process definitions as a software engineering approach to architectural design and realisation of service-oriented architectures (SOA). The comparison aims to understand the relationship between and benefits of a goal-directed approach and a service oriented approach . We use case studies from two complex customer care management domains to demonstrate the concepts. The implemented algorithms are tested in a health care case study.

Place, publisher, year, edition, pages
Springer, 2012. Vol. 98, no 1, p. 151-169
National Category
Engineering and Technology
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URN: urn:nbn:se:mdh:diva-23649DOI: 10.1007/978-3-642-28563-9_9ISBN: 9783642285622 (print)OAI: oai:DiVA.org:mdh-23649DiVA, id: diva2:680062
Available from: 2013-12-17 Created: 2013-12-16 Last updated: 2013-12-19Bibliographically approved

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Schmidt, Heinz

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  • apa
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  • de-DE
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  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
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  • asciidoc
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