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2009年服务科学国际会议

2009年服务科学国际会议

  • 召开年：2009
  • 召开地：北京
  • 出版时间： 2009-05-14

主办单位：中科院软件所;北京大学

会议文集：2009年服务科学国际会议论文集

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  • 摘要：Service Oriented Architecture(SOA)and Service Oriented Computing(SOC)are prevailing technologies for sharing and reusing resources. Service composition is an envisioned methodology used in SOA and SOC to build value-added services. The existed service composition models are mostly information technology expert-oriented and there is few considering the requirement from the point of view of end-users. Different with the IT experts，who can express their requirements using precise and well-formed formal language and understand the formal description of web service，the end-users are unnecessarily to be sophisticated on the complicated knowledge of computer science and are prone to consider the service composition in fuzzy and rough fashions.
  • 摘要：With increasing competition in international marine logistics service industry，the voice of improving marine logistics service for reducing operation cost and improving service quality is much higher. Aiming at the marine logistics services between Weihai and Korea，this paper makes a case study to design a B1RIS-based public platform for this service. Firstly，current business scenarios of Sino-Korea marine logistics services are briefly analyzed and some business issues that need to be solved urgently are listed，e.g.，lack of effective communication channel between cargo owners and various service providers，low coordination efficiency between different service providers etc. Aiming at these problems，a BIRIS based marine logistics service platform is designed. TO-BE business scenario，SOA techniques for developing such platform，and some examples of identifying services，designing service interfaces and designing portal for each service provider,are elaborately shown.
  • 摘要：Service is defined as a provider-to-client co-production that creates and captures value while sharing risks. By collaborating people，resources and techniques from customers and providers together，a service system co-produces and delivers proposed values to all the participants of the service. As value holds a central position in lifecycle of services，it should be fully considered and aware of in full lifecycle of a service and it is very essential to be conscious of characteristics of values. This is the objective of this paper.
  • 摘要：Currently a large number of web services as well as other kinds of services such as FJBs，COM，and even Java Classes are made available to the general public. Facilitating the SOA based system development by leveraging such kinds of services becomes a challenge. A framework for service repository，ontology based service discovery and service composition is put forward. The service repository can maintain the web services，EJBs，and Java Classes with the functions such as service registration，publishing，discovery，matching，versioning，and monitoring. The details of service description are analyzed. Domain ontology for Procurement，Selling，and Inventory is also given. Based on the domain ontology and the service repository，the semantic enhanced service composition algorithm is discussed.
  • 摘要：Building data mining application platform in telecommunications industry can take full advantage of business data in telecommunication systems to explore the potential patterns in user behavior and business trends，thereby providing more effective decision support to help enterprises cope with increasingly fierce industry competitions. This paper discusses data mining architecture and business demand for data mining in telecommunications industry，and on this basis puts forward a 50A-based data mining application platform solutions in telecommunications industry with the characteristic of integration，flexibility，and customization.
  • 摘要：There is increasing awareness that human activity may threaten delicate ecological systems. From evidence of global warming to concerns about water and soil toxicity，individuals and groups are asking what they can do to reduce their environmental impact. New technologies，processes and laws relating to carbon emissions and other environmental issues come forth and will seriously affect how companies operate in the future. Green transformation is increasingly a key management initiative in a corporate response to climate change. This paper presents a software tool，Green Transformation Workbench，which can help companies work toward the goals in logical，manageable stages as well as position them to reach the vision of a Sustainable Business and Corporate Social Responsibility. The Green Transformation Workbench provides a framework that aligns processes，people and infrastructure of an enterprise to realize targets on carbon emissions.
  • 摘要：The theory of services marketing evolves fast，but the academic research on the service paradigm is few and far between. Using the tool of Kuhn's paradigm assumptions，the thesis clarifies the three stages of services marketing paradigm evolvement，and implies the innovation of service paradigm. The research findings show that service science is right direction for the development of the service paradigm，but not replacement，what matters is the regeneration of the old paradigms.
  • 摘要：Productivity is the ability of resource exploitation. The improvement of resource exploitation capabilities forms an important indicator of human social development. At present，human society has already witnessed the three phases of land resource，natural resource and the information resource exploitation，and is entering into the era of service resource exploitation. Service embraces some special functions such as optimizing the allocation of resources，relocating social distribution，reducing trade costs，improving product quality and storing the developing power. Every new growth area in great social change comes from the service field. Assignor mat ionization increases，the service resource will become the fourth core resource in human society after material，energy and information. The service resource exploitation ability is sure to be a sign of advanced productivity and superiority in social competition.
  • 摘要：Similar to the software industry there are different models for the development，testing and management of services described in literature. The authors of this paper discuss the term of agility，show the boundaries of the Service Engineering proceedings described in literature，show how organizations are in permanent change and development and how this will influence the Service Engineering processes. Furthermore a theoretical design of an agile method for Service Engineering is presented.
  • 摘要：Integrating products and services to customized solutions can help firms to differentiate from their competitors. In practice，however，various companies fall short in extracting value from their customers. Therefore this paper focuses on pricing aspects as central means for value appropriation in the context of solutions. Following the resource-based view of the firm，we adopt a process-oriented perspective on pricing practices in order to identify crucial factors and activities. Based on 15 in-depth interviews with practitioners from various industries we derive six steps of a price management process for value appropriation in the context of solution selling and present critical activities and routines within each step.
  • 摘要：In the process of global industrial adjustment，the structure of Foreign Direct Investment（FDI) has shifted towards services. The degree of openness of service industry has been greatly improved since China's opening up to the outside world. As a result，FDI in services has grown substantially. It can be expected that China's service industry will become the most attractive field to foreign capital. In this paper，the status，problems and determinants of FDI in China's service industry are analyzed. Compared with the world growth trend of services FDI and its changing mix，the stock of China's services FDI is rather small and the sector distributions uneven: the proportions of finance，trade and fundamental service sectors are very small，while FDI in real-estate，leasing and business services account for very large share.. Services FDI in China shows strong locational preference，while the sector distribution in provinces or cities does not have much difference，mostly concentrating in such service sectors as real estate and social services. Services FDI in China are positively influenced by the degree of openness and market scale. However，there aren't appreciable relationships between services FDI and the infrastructure，development level of service industry and human capital. It conducts empirical analyses on the relationship between services FDI and the value-added，labor productivity of China's service industry. It shows that the positive relationship between services FDI and the development of China's service industry is not evident. There exists a positive correlation between services FDI and labor productivity of China's service industry，but this effect has a time lag. Some countermeasures are put forward accordingly.
  • 摘要：Circuit Emulation Service（CES) aims to enable packet switched networks to provide guaranteed services with comparable qualities of circuit switched networks. Our paper addresses the key issue of QoS of CES flows over Internet. Enlightened by the time division idea popularly used in circuit switched networks，we propose a time division based control mechanism to provide guaranteed QoS for the constant-rate CES flows. The control mechanism is able to estimate the arrival times of the coming packets in CES flows，and reserve the time slots for them. Accordingly，it enables the packets to consume the reserved time slots of their own，so the CES flows are guaranteed to be processed. Refreshing Bloom Filter（RBF)，an efficient data representation structure，is proposed to support the time division control mechanism. It consists of multiple bloom filters，and can efficiently record the arrival time slots of millions of packets. The proposed control system model could boa practical tool to support Circuit Emulation Services over Internet.
  • 摘要：The challenges for Software as a Service（SaaS) application are how to provide a set of methods to enable tenants to configure the application and how to ensure that after their configuration，the applications they subscribed will run accurately. In this study，we focus on application configuration which is one of the most significant features of SaaS and discuss the differences between configuration and customization. Furthermore，we bring up a more configurable Framework based on workflow management and rule management. In order to prove that the framework is able to provide more flexible configuration capabilities for tenants，we implement a conference management system（conf Online) based on this framework.
  • 摘要：It is difficult to control service quality for any service firm and service failure is inevitable due to human ornon-human factors. As a result，service recovery stirred the interest of researchers and practitioners. However，service failure may not be identified by firms because a majority of dissatisfied customers will not complain to the service provider. Thus，this research proposes a proactive customer feedback mechanism comprised of proactive solicitation of customer feedback，customers providing feedback and follow-up communication and examine their impact of customer evaluations in the context of service failure. This research tries to establish that through adding a continuous series of satisfied service encounters or "moment of truth" to service failure encounters，the customer evaluations toward the service will be significantly improved.
  • 摘要：Outsourcing software development to the community developers is a promising model to help reduce software development cost and improve development efficiency. In this paper，we present a method to evaluate the quality of service in the managing such community-based software outsourcing process. In the community-based software outsourcing service，a customer firstly releases the requirement and design specifications of a software system to the community，and then the community helps to decompose the whole development tasks into a set of fine-grained tasks and allocate them to community developers. These service providers work to fulfill the tasks and submit results to the community. In this service，quality is quite important and it is necessary to evaluate the quality of both final submitted software entities and various level meant activities，to ensure that at the initial requirements have been completely and correctly accomplished.
  • 摘要：Software outsourcing has became a common method used in software development. To guide the software outsourcing process pattern decision，this paper puts up a neural network based decision model which is made up of a group of orthogonal and concurrent input factors，a three-tier neural network decision architecture and a group of output process patterns. The model is verified with a real software outsourcing process pattern decision case. This model provides the theory for the development of outsourcing decision tools and complete decision a supporting mechanism far various outsourcing model in every phase of software engineering.
  • 摘要：One benefit of SOA is from service composition which combines existing services to form a new valued-added service in the form of business process. This also creates the need to ensure that the performance of those composite services meets the business requirements. This paper proposes a method for evaluating the performance of composite services. We automatically transform a composite service modeled by BPEL，into performance model based on Layered Queuing Networks（LQN) and then leverage existing LQN solvers to predict their performance. The inputs to our transformation algorithm are an XML file which contains eService composition model complying with the BPEL4WS specification，a related performance profile and eService topology. The output of the model is the corresponding LQN model which can be directly analyzed using existing LQN solvers.
  • 摘要：Many consulting fu-ms and research institutions have started providing consultancy services for service innovations. However，academic research has not kept pace with rapidly changing developments in consulting businesses. This study evaluated all known methods currently used in service innovation consulting，and analyzed the actual practices of service innovation consulting to clarify trends in service innovation. Methods are evaluated by their strategy orientation and divergence orientation，and then classified according to a proposed general service innovation consulting framework. The findings of this study indicate that the current focus of service innovation consulting is: customer needs discovery. However，an integrated service innovation methodology wavering customer needs discovery，market discovery，idea generation，strategy formulation，service engineering，and simulation/pilot is urgently needed.
  • 摘要：In the last decade，selection and composition of Web services have drawn increasing attentions. However，real-life services are not only web services but complicated eco-systems composed of various service elements like human，resources，environment，etc，and existing service composition methods cannot be directly applied to such real-life service composition scenarios. In this paper，we propose a conceptual model for generalized real-life service composition. In this model，service behaviors are abstracted as service components and uniformly described by XML. Various service requirements raised by customers are impolitely listed and classified. Based on these works，a genetic algorithm for real-life service composition is presented to select the best matching service components and compose them together. The algorithm's effectiveness of obtaining optimal solution is proved by a prototype system.
  • 摘要：A method for allocating Walsh codes by group in a CDMA（Code Division Multiple Access) cellular system is disclosed. The proposed system provides a method for grouping，allocating，removing and detecting of the minimum traffic group to minimize the time for allocating a call or transmuted data to an idle Walsh code，thereby，improving the performance of the system and reducing the time required to set up the call. The new concept of CGIWC has been presented to solve the calls or data allocating and removal from the Walsh Code. Preferably，these steps are performed by a BCS（Base station Call control Processor) at a CDMA base station. Moreover，a comparison with the previous work has been shown for the support of our related work. At the end，the future direction in which the related work can be employed，are highlighted.
  • 摘要：The aim of this study is to combine the designed structure of ISO 9001:2000 QMS and the analysis flow of PZB Gap Model. Related requirements of ISO 9001:2000 QMS were "build-in" into the five gaps of the PZB Gap Model，during 3 phases，for the achievement of service quality. In phase 1，to identify Gaps by using PZB Gap Model as an analysis tool；In phase 2，we fill Gaps by applying ISO 9001:2000 clauses requirements；In phase 3，action are taken to close or narrow Gaps by developing SOP which can be followed by employees in accordance with ISO requirements suggested in phase 2. The integrated model and 3-phase transformation could be utilized as an effective and efficient tool to achieve customer satisfaction objective.
  • 摘要：This study was designed to answer several key questions regarding the service injustice customers perceived during the service delivery. Using the critical incident technique，the authors collected 195 unfair incidents from a variety of service organizations. The initial sorting of the incidents resulted in four major groups: information asymmetry，unfair procedure，inappropriate attitudes and manners of the service personnel，and unfair outcomes. Within the four major classifications of critical incidents，13 secondary categories were identified. A further analysis was conducted to discover the underlying reason why customers feel unfair in the service encounters. Finally，some implications for service managers were discussed.
  • 摘要：The heart of any modern manufacturing business is an efficient warehouse management and distribution service. Customers' expectations about product delivery times and availability have changed such that they demand fast service-at low cost and with low errors. This paper introduces a computerized system solution called Warehouse Administration Service System or WASS，which enables the manufacturers，especially those manufacturers who are doing global business，to control their product flow from production to the customer. WASS supports the receiving，storing，shipping and inventory management of goods in which manufacturers create an effective logistics and supply chain management. The paper also shows the successful case that SICF* uses the WASS in its global warehouse distribution network to service customers in the most efficient way and concept of green supply chain.
  • 摘要：When a BPEL process is executed，it is necessary to dynamically monitor the process. BPEL is an executable language，which is not suitable for visual monitoring. On the other hand，BPNW is designed to visually describe business process and is more intuitive for monitoring. To visually monitor a BPEL process，transformation from BPEL to BPMN is necessary. However，current study of transformation from BPEL toping does not support the transformation of "link" activity. Besides，no work has been done to add supplementary information into BPMN during transformation. In this paper，we transform nested Preprocess into a flat BPMN process graph without hierarchy through applying a flattening strategy. Especially，we analyze various scenarios of the transformation of link activity，and provide a method to deal with it. Besides，we analyze the mapping between BPEL activities and Bivalve graph,山rough which we found out that some supplementary information cannot automatically obtained from BPEL process. These supplementary information need to be added during transformation. At the end of this paper，we present the structure of our monitoring tool which is based on our transformation algorithm.
  • 摘要：In the middle of current finance tsunami，there demand measures from the governments across the border between Hong Kong and Mainland to alleviate the financing difficulties faced by the Hong Kong invested enterprises in Pearl River Delta（PRD). The paper describes the issues surrounding how innovative logistics techniques can be used to overcome border barriers to provide financing services to Hong Kong invested Processing Trade Enterprises（PTE) in PRD. The problems are identified for cross board financing. An analysis tool through risk transfer diagram is developed for service identification. Different financing instruments are reviewed using the tool developed in which the necessary financing logistics functions are identified. Service architecture is given for these financing logistics functions. A case study for cross border financing development in the context of bonded logistics parks shows that a cross border financing logistic spark could be a viable approach to facilitating cross border financing development.
  • 摘要：Service Science，Engineering and Management（SSME) is emerging as a new discipline and several universities have been evolving or creating courses/programs to educate for the needs of the service fields of the economy. The University of Porto started in 2007 a master program in Service Engineering and Management，and Misery University started in 2008 a program in Service Science，Management，and Engineering. Both programs concentrate on services that are supported by technology，in particular information and communication technologies. This paper presents a summary of both programs and a proposal for a joint 2 year master program involving the two universities that is expected to start in 2010. Students in this program will take courses in the two universities，and lecturers will be involved in joint research projects. Individual students will have a semester research or applied project in a European service organization，being supervised by a lecturer or a researcher from each universities. It is expected that graduates will understand technological，organizational and cultural aspects of the diverse businesses in a wide European context and will be ready for service requirements of this century.
  • 摘要：The paper presents a new service application in education area，namely credit bank. Credit bank is a service provided by authorized education organizations so that customers can save，manage and exchange education credits. The paper focus on establishing a service oriented information system to support the idea of creditbank. After introducing its concept，the paper studies the requirement of credit bank from both business and technical point of view. Then it presents a practical step-by-step guideline to identify services in the system. The guideline is applied to design credit bank information system（CBIS)as a case study. The contributions of the paper are:（i)It gives a new idea about how useful method for service identification in system service can be used to benefit education,（ii)It presents a design with case study.
  • 摘要：小世界网络在聚类应用中具有良好的性质,贝叶斯网络在概率推理中也得到了广泛的研究.将小世界网络和贝叶斯网络结合起来,形成一种混合图模型,并将该模型用于个性化推荐系统中.该混合图模型由两层组成,分别是用户层和商品层.其中小世界网络用于描述用户层内用户-用户结点间的关系,贝叶斯网络用于描述商品层内商品-商品结点以及层间用户-商品结点间的偏好关系.对小世界网络的用户聚类方法、贝叶斯网络结构和参数学习方法以及两层图模型的推荐算法进行描述,实验分析表明,该模型能够很好地表示用户-用户、商品-商品以及用户-商品间的关系,推荐结果具有良好的准确度.
  • 摘要：Migrating legacy system with web service is an effective and economic way of reusing legacy software in a SOA environment. In this paper，we present an approach for migrating a three-tie object-oriented legacy system to SOA environment. The key issue of the approach is about services identification from large numbers of classes. And we propose a bottom-up method to model the system with UMI. And identify services from UML then. This approach can be a reference to an auto-migrating process.
  • 摘要：Global competition and declining margins have made enterprises in diverse industries increasingly aware that assuring low cost，product performance and high quality is no longer sufficient for long-term success. Integrating products and services to customized solutions can help forms to differentiate from their competitors. Based on 11 in-depth interviews with managers from solution providers and an exploratory survey with 45 solution providers we derive a four-step process of value creation as well as a set of critical activities and pitfalls within each step. Selling solutions require customer-supplier relational processes comprising analysis/consulting，design configuration，implementation delivery，and support operation. To get better understanding of the relational process we adopted this perspective on creating solutions in order to identify crucial routines and activities. Two main capabilities within this process can be identified: customer interaction and project management. Both capabilities are required in order to deliver more effective solutions at profitable prices.
  • 摘要：Since software has infiltrated in many services，designers need to consider service design and software designs a whole. This paper provides a novel service description method by adding a line of software in service blueprint method based on the discussion of software-included services. Presently，the use of software is existing in most service production. Software is becoming a critical part of many recent service systems. In order to apply software in an appropriate way，in harmony with other parts of service，we need try to find a way to solve the solid business-IT alignment problems.
  • 摘要：With the rapid growth of powerful mobile devices，to improve the speed and quality of customer service，mobilizing their workforce became more and more important to many companies. Consequently，all kinds of enterprise applications，policies and data access are enabled through mobile platforms. However，how to manage such various mobile types and mobile applications and to integrate them with existing enterprise IT infrastructure becomes a great challenge. In this paper，we propose a novel approach to manage the enterprise mobiles through IT service management by using standard ITIL，processes.
  • 摘要：During the recent years，Service-Oriented Computing（SOC)，as a new computing paradigm，has been widely accepted in academies and industry. More and more service-oriented computer system analysis and design methodologies have been proposed. It is believed that if a service-oriented methodology is based incompatible concepts and description methods between the application domain and the system responsibility，it would take more advantages. So，in this paper，a Unified Service Description Language（USDL) is suggested based on our understanding of service and its attributes to unify description of web service and general service in application domain. With a demo in DELCCA project，USDL is asserted to efficiently support service oriented analysis and design.
  • 摘要：The stimulus of advances in Information Technology（Tf)，particularly the Internet，has forced firms to explore new organizational forms and deliver service innovation. Emerging Internet-based electronic distribution channels，i.e.，Internet channels might be other forms of services innovation for firms to face the market dynamics. However，empirical studies fail to provide direct evidence of whether Internet channels enhance business performance. In order to fill in the literature gap，this empirical study attempts to investigate performance implications of Internet channels in Taiwan by means of applying data envelopment analysis（DEA). Results show that operating efficiency of financial services firms following the Internet channels announcement is increased. This work therefore concludes that Internet channels have positive influence on business performance.
  • 摘要：This paper proposed a theoretical framework of service system based on the theory of system science，and studied some related notions，such as the composition of a system，the relationship between systems，the system hierarchy structure，the evolution of a system，etc. In the next section，we discussed the modeling of service system and the future research work.
  • 摘要：In the middle of current financial crisis，measures have to be undertaken by working with fine user experience to alleviate the difficulties faced by every software corporation. Combining the CRM model with traditional SaaS mode，customers have little time and money in purchasing and deploying software resources. Meanwhile，developers will gradually improve the system according to user experience and feedback；besides，provide users with personalized service to obtain users' satisfaction and loyalty. The ultimate goal is to gain considerable profits for these companies to tide over the period of financial crisis.
  • 摘要：The evaluation of airport service quality is an important issue in the air travel transportation industry. The aim of this paper is to construct a SERVQUAL method for evaluating the service quality of airport. This assessment model is tested by a Taiwanese airport. The results show that this assessment model proposed in this paper seems to be promising. Finally，some interesting conclusions and useful suggestions are given to airport to improve the service quality. The results for the SERVQUAL method will be compared with other methods for evaluation of service quality of airport in future studies.
  • 摘要：，，，，，，,，Under the guidance of the training tactics for the graduate，"first to guarantee the solid technology，then to expand the knowledge field of management and business"，the new discipline named Information Service Engineering and Management introduces eleven courses mentioned below:，，，，，，,，
  • 摘要：Credit problem is the main bottleneck which hinders the development of e-commerce. This paper analyzes the current representative C2C credit evaluation models of Taboo and You，and proposes an improved model. The improved model uses a multi-standard evaluation system and new credit rating rules. And the evaluation algorithm considers the score of multi-standards，category and price of the commodity together，using weighted system to calculate the credit scare then to determine the credit rating. It solves the main problems which the current C2C credit rating algorithms haven't settled. In addition，the model puts forward some identification measures of false trading，the ID verification rules，and a third-party credit certification center，which partly solve the credit fraud problems arising from the credit island and credit speculation. Finally，the paper compares the improved model with current models to show its superiority.
  • 摘要：Service orchestration plays a vital role in assembling services into business processes in a Service Oriented Architecture. In current practices，the orchestrating logic is usually described by a process language，which is therefore separated from the services in the system implemented by certain programming language. It introduces two issues: 1) It cost additional efforts for developers to be proficient with a new process language/script，and its running environment. 2) It causes development performance degradation due to transformation efforts for process language and programming language，such as transforms Java services into web services. To overcome these issues，this paper proposes a novel alternative system which takes advantage of the annotation concoct of Java programming language to represent business processes. Through the experiments，we found that developers can efficiently develop business processes based on their current proficient programming language skill using the proposed system to achieve the service orchestration.
  • 摘要：The paper gives an overview of a recently started research project addressing the question: Can context be exploited to add value to IT-services? Beyond today's way-finding services based on GPS and maps，we believe there is a new class of context-aware pervasive services making good use of a broad range of context information. Last but not least we believe one can find ways of adding value to IT-services by using disembodied conversational agents based on voice，sounds and visual signals integrated into the environment，instead of being guided by explicit directions shown on a display. The project aims at giving both new fundamental insight about the theory behind IT-services，their architecture and user interfaces and at building number of prototypes demonstrating innovative context-aware pervasive IT-services.
  • 摘要：With the growing amount of bibliographies and expanding of scientific research，more in-depth research about bibliographic data is needed. The emerging of Complex Network makes a brand-new insight into the demanding. To provide a comprehensive bibliographic service，in this paper，we develop a service system，called Bib Serv Sys. We propose a methodology to construct a service system which makes its components and even itself reusable. The architecture of the Bib Serv Sys is elaborated with components，connectors in it and at last we also take examples to show the comprehensive bibliographic service the system provided. Most parts of the paper are concentrated on the design and implementation of the system as well as the features of the system.

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