Abstract
The lack of a good understanding of customer needs within e-service initiatives caused severe financial losses in the Norwegian energy sector, resulting in the failure of e-service initiatives offering packages of independent services. One of the causes was a poor elicitation and understanding of the e-services at hand. In this paper, we propose an ontologically founded approach (1) to describe customer needs, and the necessary e-services that satisfy such needs, and (2) to bundle elementary e-services into needs-satisfying e-service bundles. The ontology as well as the associated reasoning mechanisms are codified in RDFS to enable software support for need elicitation and service bundling. A case study from the Norwegian energy sector is used to demonstrate how we put our theory into practice.
This work has been partially supported by the European Commission, as project No. IST-2001-33144 OBELIX (Ontology-Based ELectronic Integration of compleX products and value chains) and by the Dutch Ministry of Economic Affairs, as the FrUX project (Freeband User eXperience).
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Baida, Z., Gordijn, J., Sæle, H., Akkermans, H., Morch, A.Z. (2005). An Ontological Approach for Eliciting and Understanding Needs in e-Services . In: Pastor, O., Falcão e Cunha, J. (eds) Advanced Information Systems Engineering. CAiSE 2005. Lecture Notes in Computer Science, vol 3520. Springer, Berlin, Heidelberg. https://doi.org/10.1007/11431855_28
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DOI: https://doi.org/10.1007/11431855_28
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