Abstract
In this chapter, we report the design of an ontology (called onto-ServSys) for the relevant service system construct used in the Service Science, Management and Engineering (SSME) arena. These conceptual artifacts have been used to establish a non-ambiguous and common set of basic constructs for supporting automated reasoning on a domain of interest in intelligent systems. While this reported ontology is initial, and still conceptual, we claim it is useful to advance on an integrated view of service systems, which at present, given the multiple and disparate literatures, is fragmented and disperse. Such integration is realized through a Systems Approach, and its design is guided by a conceptual design research method.
Keywords
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Ackoff, R. (1971). Towards a system of systems concepts. Management Science, 17(11), 661–671.
Alter, S. (2008). Service system fundamentals: Work system, value chain, and life cycle. IBM Systems Journal, 47(1), 71–85.
Apte, U. and Mason, R. (1995). Global disaggregation of information- intensive services. Management Science, 41(7), 1250–1262.
Araujo, L. and Spring, M. (2006). Services, Products, and the Institutional Structure of Production. Industrial Marketing Management, 37, 797–805.
Baida, Gordijn, J., Saele, H., Akkermans, H. and Morch, A. (2005). An Ontological Approach for Eliciting and Understanding Needs in e-Services. CAiSE 2005 Conference, Porto, Portugal, June 13–17, 3520 LNCS, 400–414.
Bhaskar, R. (2008). A Realist Theory of Science, 2nd. Edition. London, UK: Routledge, 1st edition, 1975.
Black, J., Draper, C., Lococo, T., Matar, F. and Ward, C. (2007). An integration model for organizing IT service management. IBM Systems Journal, 46(3), 405–422.
Braun, C. and Winter, R. (2007). Integration of IT Service Management into Enterprise Architecture. SAC’07, Seoul, Korea, March 11–15, 1215–1219.
Carlock, P. and Fenton, R. (2001). System of Systems (SoS) Enterprise Systems Engineering for Information-intensive Organizations. Systems Engineering, 4(4), 242–261.
Chandrasekaran, B., Josephson, J. and Benjamins, R. (1998). The Ontology of Tasks and Methods. KAW’98, Banff, Canada, April 18–23, 1–49.
Chandrasekaran, B., Josephson, J. and Benjamins, R. (1999). What are Ontologies, and Why do We Need. IEEE Intelligent Systems, 1, 20–25.
Chase, R. and Apte, U. (2007). A history of research in service operations: What’s the big idea? Journal of Operations Management, 25, 375–386.
Chase, R. and Erikson, W. (1988). The Service Factory. The Academy of Management Executive, 2(3), 191–196.
Chaurdhi, V., Farquhar, A., Fikes, R., Karp, P. and Rice, J. (1998). Open Knowledge Base Connectivity 2.0.3. Technical Report, AI Center, SRI International, 1–161.
Checkland, P. (1983). O.R. and the systems movement: mappings and conflicts. Journal of the Operational Research Society, 34(8), 661–675.
Chesbrough, H. and Spohrer, J. (2006). A research manifesto for services science. Communications of the ACM. 49(7). 35–40.
Cook, D., Goh, C. and Chung, C. (1999). Service Typologies: a State of the Art Survey. Production and Operation Management, 8(3), 318–338.
Denny, M. (2002). Ontology Building: A Survey of Editing Tools. Internet document at www.xml.com. Accessed February 1st 2007.
Demirkan, H. and Goul, M. (2006). Towards the service-oriented enterprise vision: bridging industry and academics. Communications of the Association for Information Systems, 18(26), 546–556.
Demirkan, H., Kauffman, R., Vayghan, J., Fill, H., Karagiannis, D. and Maglio, P. (2008). Service-oriented technology and management: Perspectives on research and practice for the coming decade. Electronic Commerce Research and Applications, 7, 356–376.
Ebert, N., Uebernickel, F., Hochstein, A. and Brenner, W. (2007). A Service Model for the Development of Management Systems for IT-enabled Services. AMCIS Conference, Colorado, USA, August 9–12, 1–8
Edgington, T., Choi, B., Henson, K., Raghu, T. and Vinze, A. (2004). Adopting Ontology for Facilitate Knowledge Sharing. Communications of the ACM, 47(11), 85–90.
Feier, C., Roman, D., Polleres, A., Domingue, J., Stollberg, M. and Fensel, D. (2005). Towards Intelligent Web Services: TheWeb Service Modeling Ontology (WSMO). ICIC 2005, Hefei, China, August 23–26, 1–10.
Ferrario, R. and Guarino, N. (2008). Towards an Ontological Foundation for Services Science. FIS 2008, Vienna, Austria, September 29–30, 1–13.
Garschhammer, M., Hauck, R., Kempter, B., Radisic, I., Roelle, H. and Schmidt, H. (2001). The MNM Service Model – Refined Views on Generic Service Management. Journal of Communications and Networks, 3(4), 297–306.
Gautschi, D. and Ravichandran, T. (2006). Services Science – a master in search of a discipline. almaden.ibm.com, 1–4. Accessed February 1st 2007.
Gelman, O. and Garcia, J. (1989). Formulation and axiomatization of the concept of general system. Outlet of the Mexican Institute of Planning and Systems Operation, 19(92), 1–81.
Genesereth, M. and Fikes, R. (1992). Knowledge Interchange Format: Reference Manual. Technical Report Logic-92-1, Computer Science Department, Stanford University.
Glass, R., Ramesh, R. and Vessey, I. (2004). An Analysis of Research in Computing Disciplines. Communications of the ACM, 47(6), 89–94.
Gruber, T. (1991). The Role of Common Ontology in Achieving Sharable, Reusable Knowledge Bases. In: J. A. Allen, R. Fikes, and E. Sandewall (Eds.), Principles of Knowledge Representation and Reasoning: Proceedings of the Second International Conference, (pp. 601–602) Cambridge, MA, USA: Morgan Kaufmann.
Gruber, T. (1993). Toward Principles for the Design of Ontologies Used for Knowledge Sharing. Technical Report KSL 93-04, Knowledge Systems Laboratory, Stanford University, 1–23.
Gruninger, M. and Fox, M. (1995). Methodology for the Design and Evaluation of Ontologies. Technical Report. Department of Industrial Engineering, University of Toronto, Canada, 1–10.
Hart, C. (1988). The power of unconditional service guarantee. Harvard Business Review, 66(4), 54–62.
Heijst, G. van, Schreiber, A. and Wielinga, B. (1996). Using explicit ontologies in KBS development. International Journal of Human-Computer Studies, 46 (2/3), 183–292.
Heskett, J. (1987). Lessons in the Service Sector. Harvard Business Review, March–April, 118–126.
Heskett, J., Jones, T., Loveman, G., Sasser, E. and Schlesinger, L. (1994). Putting the Service-Profit Chain to Work. Harvard Business Review, March–April, 164–174.
Hevner, A., March, S., Park, J. and Ram, S. (2004). Design Science in Information Systems Research. MIS Quarterly, 28(1), 75–105.
Hooker, J. (1996). First Order Logic (Tutorial in). Pittsburgh, PA: GSIA, Carnegie-Mellon University, 1–29.
Horrocks, I. and Sattler, U. (2008). Description Logics: Basics, Applications, and More (Tutorial). ECAI, Patras, Greece, July 18–25, 1–74.
Huber, G. (1984). The Nature and Design of Post-industrial Organizations. Management Science, 30(6), 928–951.
If M and IBM. (2008). Succeeding through Service Innovation: Developing a Service Perspective for Education, Research, Business and Government. Cambridge, UK: University of Cambridge Institute for Manufacturing.
Jegadeesan, H. and Balasubramaniam, S. (2008). An MOF2-based Services Metamodel. Journal of Object Technology, 7(8), 71–96.
Johnson, R. (1995). Measuring service quality: a systems approach. Journal of Services Marketing, 9(5) 6–19.
Johnston, S. (2005). UML 2.0 Profile for Software Services. www.ibm.com/developerworks, April, 1–9. Accessed February 1st 2007.
Kettinger, W. and Lee, C. (2005). Zones of Tolerance: Alternatives Scales for Measuring Information Systems Service Quality. MIS Quarterly, 29(4), 607–623.
Levitt, T. (1972). Production-line approach to service. Harvard Business Review, Sept–Oct, 41–52.
Levitt, T. (1976). The Industrialization of Service. Harvard Business Review, Sept–Oct, 63–74.
Lewis, L. (1976). Service level: a concept of the user and the computer center. IBM Systems Journal, 4, 328–357.
Lovelock, C. (1983). Classifying Services to Gain Strategic Marketing Insights. Journal of Marketing, 47, 9–20.
Lovelock, C. and Gummenson, E. (2004). Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives. Journal of Services Research, 7(1), 20–41.
MacKenzie, C., Laskey, K., McCabe, F., Brown, P. and Metz, R. (2006). Reference Model for Service Oriented Architecture 1.0. OASIS Standard. 1–31.
March, S. and Smith, G. (1995). Design and natural science research on information technology. Decision Support Systems, 15, 251–266.
Mills, P. and Moberg, D. (1982). Perspectives on the Technology of Service Operations. The Academy of Management Review, 7(3), 467–478.
Mora, M., Gelman, O., Cervantes, F. et al. (2003). A systemic approach for the formalization of the information system concept: why information systems are systems?. In J. Cano (Ed). Critical reflections of Information systems: a systemic approach, (pp. 1–29), Hershey, PA, USA: Idea Group.
Mora, M., Gelman, O., Forgionne, G., Petkov, D. and Cano, J. (2007). Integrating the Fragmented Pieces of IS research Paradigms and Frameworks: A systems Approach. Information Resources Management Journal, 20(2), 1–22.
Mora, M., Gelman, O., Frank, M., Cervantes, F. and Forgionne, G. (2008a). Toward an Interdisciplinary Engineering and Management of Complex IT-intensive Organizational Systems: a Systems View. International Journal of Information Technologies and the Systems Approach, 1(1), 1–24.
Mora, M., Gelman, O., O’Connor, R., Alvarez, F. and Macias-Luevano, J. (2008b). A Conceptual Descriptive-Comparative Study of Models and Standards of Processes in SE, SwE and IT disciplines using the Theory of Systems. International Journal of Information Technologies and the Systems Approach, 1(2), 57–85.
Mora, M., Raisinghani, M., O’Connor, R. and Gelman, O. (2009). Toward an Integrated Conceptualization of the Service and Service System Concepts: a Systems Approach. International Journal of Information Systems in the Service Sector, 1(2), 36–57.
Noy, N. and McGuinness, D. (2008). Ontology Development 101: A Guide to Creating Your First Ontology. Technical Report, Stanford University, 1–25.
O’Leary, D. (1998). Using AI in Knowledge Management: Knowledge Bases and Ontologies. IEEE Intelligent Systems, May–Jun, 34–49.
OMG (Object Management Group) (2006). UML Profile and Metamodel for Services (UPMS) (Request For Proposal). OMG Document: soa/2006-09-09, 1–69.
Parasuraman, A., Zeithaml. V. and Berry, L. (1985). A Conceptual Model of Service Quality and its Implications for Future Research. Journal of Marketing, Fall 49, 41–50.
Parasuraman, A., Zeithaml, V. and Berry, L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12–40.
Pitt, L., Watson, R. and Kavan, B. (1995). Service Quality: a Measure of Information Systems Effectiveness. MIS Quarterly, June, 173–185.
Quinn, J. (1992). Intelligent Enterprise. New York, USA: The Free Press.
Rai, A. and Sambamurthy, V. (2006). The Growth of Interest in Services Management: Opportunities for Information Systems Scholars. Information Systems Research, 17(4), 327–331.
Sasser, J. (1976). Match supply and demand in service industries. Harvard Business Review, 54 (6), 133–140.
Scheselinger, L. and Heskett, J. (1991). The Service-driven Service Company. Harvard Business Review. Sept–Oct, 71–81.
Sheth, A., Verman, K. and Gomadan, K. (2006). Semantics to Energize the full Services Spectrum. Communications of the ACM, 49(7), 55–61.
Shostack, G. (1984). Designing Services that Deliver. Harvard Business Review, January–February, 133–139.
Spohrer, J., Maglio, P., Bailey, J. and Gruhl, D. (2007). Steps Toward a Science of Service Systems. IEEE Computer, January, 71–78.
Spohrer, J., Vargo, S., Caswell, N. and Maglio, P. (2008). The Service Systems as the Basic Abstraction of Service Science. In: Proceedings of the 41st Hawaii International Conference on System Sciences, January 7–10, Waikoloa, Big Island, Hawaii, 1–10.
Spohrer, J., and Kwan, S. (2009). Service Science, Management, Engineering, and Design (SSMED): An Emerging Discipline - Outline & References. International Journal of Information Systems in the Service Sector, 1(3), 1–3.
The Open Group (2008). Service-Oriented Architecture Ontology. Draft Technical Standard, 1–112.
Tien, J. (2008). Services: A System’s Perspective. IEEE Systems Journal, 2(1), 146–157.
Tien, J. and Berg, D. (2003). A case for service systems engineering. Journal of Systems Science and Systems Engineering, 12(1), 13–38.
Vargo, S. and Lush, F. (2004). Evolving to a New Dominant Logic for Marketing. Journal of Marketing, 68, 1–17.
Wemmerlov, U. (1989). A Taxonomy for Services Processes and its Implications for Systems Design. International Journal of Service Industry Management, 1(3), 20–40.
Acknowledgements
This research was developed with the financial support of the Autonomous University of Aguascalientes, Mexico (www.uaa.mx) (Project PIINF08-2) and PROMEP (Research Network in Engineering and Management of IT Services (RIGSTI)).
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2011 Springer Science and Business Media, LLC
About this chapter
Cite this chapter
Mora, M., Raisinghani, M., Gelman, O., Sicilia, M.A. (2011). Onto-ServSys: A Service System Ontology. In: Demirkan, H., Spohrer, J., Krishna, V. (eds) The Science of Service Systems. Service Science: Research and Innovations in the Service Economy. Springer, Boston, MA. https://doi.org/10.1007/978-1-4419-8270-4_9
Download citation
DOI: https://doi.org/10.1007/978-1-4419-8270-4_9
Published:
Publisher Name: Springer, Boston, MA
Print ISBN: 978-1-4419-8269-8
Online ISBN: 978-1-4419-8270-4
eBook Packages: Computer ScienceComputer Science (R0)