Quality Management in Service Ecosystems

Information Systems and e-Business Management, Vol. 7, No. 2, pp. 199-221, 2009

20 Pages Posted: 29 Jan 2011

See all articles by Christoph Riedl

Christoph Riedl

Northeastern University - D’Amore-McKim School of Business; Northeastern University - College of Computer and Information Science; Harvard University - Institute for Quantitative Social Science

Tilo Böhmann

Technische Universität München - Information Systems Group

Michael Rosemann

Queensland University of Technology

Helmut Krcmar

Technische Universität München (TUM)

Date Written: January 1, 2009

Abstract

Service-oriented Architectures and Web services mature and have become more widely accepted and used by industry. This growing adoption increased the demands for new ways of using Web service technology. Users start re-combining and mediating other providers’ services in ways that have not been anticipated by their original provider. Within organisations and cross-organisational communities, discoverable services are organised in repositories providing convenient access to adaptable end-to-end business processes. This idea is captured in the term Service Ecosystem.

This paper addresses the question of how quality management can be performed in such service ecosystems. Service quality management is a key challenge when services are composed of a dynamic set of heterogeneous sub-services from different service providers. This paper contributes to this important area by developing a reference model of quality management in service ecosystems. We illustrate the application of the reference model in an exploratory case study.

With this case study, we show how the reference model helps to derive requirements for the implementation and support of quality management in an exemplary service ecosystem in public administration.

Keywords: Quality management, reference model, service ecosystem, quality of service, Web service, service level management, requirements engineering

JEL Classification: L86, D85

Suggested Citation

Riedl, Christoph and Böhmann, Tilo and Rosemann, Michael and Krcmar, Helmut, Quality Management in Service Ecosystems (January 1, 2009). Information Systems and e-Business Management, Vol. 7, No. 2, pp. 199-221, 2009. Available at SSRN: https://ssrn.com/abstract=1750244

Christoph Riedl (Contact Author)

Northeastern University - D’Amore-McKim School of Business ( email )

360 Huntington Ave.
Boston, MA 02115
United States

HOME PAGE: http://www.christophriedl.net

Northeastern University - College of Computer and Information Science ( email )

360 Huntington Avenue
Boston, MA 02115
United States

Harvard University - Institute for Quantitative Social Science ( email )

1737 Cambridge St.
Cambridge, MA 02138
United States

HOME PAGE: http://christophriedl.net

Tilo Böhmann

Technische Universität München - Information Systems Group ( email )

Arcisstr. 21
Munich, D-80290
Germany

HOME PAGE: http://www.winfobas.ede

Michael Rosemann

Queensland University of Technology ( email )

2 George Street
Brisbane, Queensland 4000
Australia

Helmut Krcmar

Technische Universität München (TUM) ( email )

Arcisstrasse 21
Munich, DE 80333
Germany

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