Selection of Information-Intensive Services: A Multi-criteria Decision Model

  • Tobias Mettler
  • Markus Eurich
Part of the Communications in Computer and Information Science book series (CCIS, volume 314)


The diffusion of the Internet fosters the development and provisioning of large amounts of information-intensive services. Methods and techniques such as heuristics, policy-based approaches, reputation- and trust-based selection techniques, multi-criteria decision analysis, UDDI-extensions, and ontology-based preference modeling approaches have been developed to facilitate the description, discovery, composition, and consumption of these services. Still, consumers face difficulties in selecting the services that best fit their needs. An assessment of the identified techniques suggests that multi-criteria decision analyses are best suited for the selection of information-intensive services. On this basis, a multi-dimensional service selection model is developed, which includes social, technological, economic, and political considerations. The application of this model is demonstrated by means of an exemplary case. This model with the inclusion of decision categories and sub-categories can help service consumers in selecting complex, information-intensive services.


Analytic Hierarchy Process Decision Model Information-intensive Services IT-business Value Service Selection STEP Web Services 


Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.


  1. 1.
    Schroth, C.: The internet of services: Global industrialization of information intensive services. In: Proceedings of the 2nd International Conference on Digital Information Management, Lyon, France, pp. 635–642 (2007)Google Scholar
  2. 2.
    Baida, Z., Gordijn, J., Omelayenko, B.: A shared service terminology for online service provisioning. In: Proceedings of the 6th International Conference on Electronic Commerce, Delft, The Netherlands, pp. 1–10 (2004)Google Scholar
  3. 3.
    Vargo, S.L., Lusch, R.F.: The four service marketing myths. Journal of Service Research 6, 324–335 (2004)CrossRefGoogle Scholar
  4. 4.
    Alter, S.: Service systems fundamentals: Work system, value chain, and life cycle. IBM Systems Journal 47, 71–85 (2008)CrossRefGoogle Scholar
  5. 5.
    Alter, S.: Service responsibility tables: a new tool for analyzing and designing systems. In: Proceedings of the 13th Americas Conference on Information Systems, Keystone, USA, pp. 1–10 (2007)Google Scholar
  6. 6.
    Cullen, S., Seddon, P., Willcocks, L.: Managing outsourcing: the life cycle imperative. MIS Quarterly Executive 4, 229–246 (2005)Google Scholar
  7. 7.
    Sreenath, R.M., Singh, M.P.: Agent-based service selection. Web Semantics: Science, Services and Agents on the World Wide Web 1, 261–279 (2004)CrossRefGoogle Scholar
  8. 8.
    Krishna, S., Sahay, S., Walsham, G.: Managing cross-cultural issues in global software outsourcing. Communications of the ACM 47, 62–66 (2004)CrossRefGoogle Scholar
  9. 9.
    Yu, T., Zhang, Y., Lin, K.-J.: Efficient algorithms for Web services selection with end-to-end QoS constraints. ACM Transactions on the Web 1, 1–26 (2007)CrossRefGoogle Scholar
  10. 10.
    Zeng, L., Benatallah, B., Dumas, M., Kalagnanam, J., Sheng, Q.Z.: Quality driven web services composition. In: Proceedings of the 12th International Conference on World Wide Web. ACM, Budapest (2003)Google Scholar
  11. 11.
    Maximilien, E.M., Singh, M.P.: A framework and ontology for dynamic Web services selection. IEEE Internet Computing 8, 84–93 (2004)CrossRefGoogle Scholar
  12. 12.
    Kugyt, R., Šliburyt, L.: Astandardized model of service provider selection criteria for different service types: A consumer-oriented approach. Inzinerine Ekonomika-Engineering Economics 3, 56–63 (2005)Google Scholar
  13. 13.
    Collier, D., Meyer, S.: An empirical comparison of service matrices. International Journal of Operations & Production Management 20, 705–729 (2000)CrossRefGoogle Scholar
  14. 14.
    Ettenson, R., Turner, K.: An exploratory investigation of consumer decision making for selected professional and nonprofessional services. Journal of Services Marketing 11, 91–104 (1997)CrossRefGoogle Scholar
  15. 15.
    Gigerenzer, G.: Gut Feelings: The Intelligence of the Unconscious. Penguin Books, New York (2007)Google Scholar
  16. 16.
    Menascé, D., Casalicchio, E., Dubey, V.: A heuristic approach to optimal service selection in service oriented architectures. In: Proceedings of the 7th International Workshop on Software and Performance, Princeton, NJ, USA (2008)Google Scholar
  17. 17.
    Menascé, D., Casalicchio, E., Dubey, V.: On optimal service selection in Service Oriented Architectures. Performance Evaluation 67, 659–675 (2010)CrossRefGoogle Scholar
  18. 18.
    Brehm, S., Kassin, S., Fein, S.: Social Psychology. Houghton Mifflin, Boston (2002)Google Scholar
  19. 19.
    Yu, H., Reiff-Marganiec, S.: Non-functional property based service selection: A survey and classification of approaches. In: Proceedings of the 2nd Non Functional Properties and Service Level Agreements in Service Oriented Computing Workshop, Dublin, Ireland (2008)Google Scholar
  20. 20.
    Janicke, H., Solanki, M.: Policy-driven service discovery. In: Proceedings of the 2nd European Young Researchers Workshop on Service-Oriented Computing, Leicester, UK, pp. 56–62 (2007)Google Scholar
  21. 21.
    Liu, Y., Ngu, A.H., Zeng, L.Z.: QoS computation and policing in dynamic web service selection. In: Proceedings of the 13th International Conference on World Wide Web, Budapest, Hungary (2004)Google Scholar
  22. 22.
    Wang, Y., Vassileva, J.: Toward trust and reputation based web service selection: A survey. International Transactions on Systems Science and Applications 3, 118–132 (2007)Google Scholar
  23. 23.
    Galizia, S., Gugliotta, A., Domingue, J.: A trust based methodology for web service selection. In: Proceedings of International Conference on Semantic Computing, Irvine, CA, pp. 193–200 (2007)Google Scholar
  24. 24.
    Wu, C., Chang, E.: Intelligent web services selection based on AHP and Wiki. In: Proceedings of the IEEE/WIC/ACM International Conference on Web Intelligence, Fremont, CA, pp. 767–770 (2007)Google Scholar
  25. 25.
    Handfield, R., Walton, S.V., Sroufe, R., Melnyk, S.A.: Applying environmental criteria to supplier assessment: A study in the application of the analytical hierarchy process. European Journal of Operational Research 141, 70–87 (2002)zbMATHCrossRefGoogle Scholar
  26. 26.
    Seo, Y.-J., Jeong, H.-Y., Song, Y.-J.: A Study on Web Services Selection Method Based on the Negotiation Through Quality Broker: A MAUT-based Approach. In: Wu, Z., Chen, C., Guo, M., Bu, J. (eds.) ICESS 2004. LNCS, vol. 3605, pp. 65–73. Springer, Heidelberg (2005)CrossRefGoogle Scholar
  27. 27.
    Guarino, N.: Formal ontology and information systems. In: Proceedings of the International Conference on Formal Ontology in Information Systems, Trento, Italy (1998)Google Scholar
  28. 28.
    García, J., Ruiz, D., Ruiz-Cortés, A.: A Model of User Preferences for Semantic Services Discovery and Ranking. In: Aroyo, L., Antoniou, G., Hyvönen, E., ten Teije, A., Stuckenschmidt, H., Cabral, L., Tudorache, T. (eds.) ESWC 2010, Part II. LNCS, vol. 6089, pp. 1–14. Springer, Heidelberg (2010)CrossRefGoogle Scholar
  29. 29.
    Wei, C., Chien, C., Wang, M.: An AHP-based approach to ERP system selection. International Journal of Production Economics 96, 47–62 (2005)CrossRefGoogle Scholar
  30. 30.
    Peng, G.C., Nunes, M.B.: Using PEST analysis as a tool for refining and focusing context for information systems research. In: Proceedings of the 6th European Conference on Research Methodology for Business and Management Studies, Lisbon, Portugal, pp. 229–236 (2007)Google Scholar
  31. 31.
    Voros, J.: Reframing environmental scanning: An integral approach. Foresight 3, 533–551 (2001)CrossRefGoogle Scholar
  32. 32.
    Warner, A.G.: Strategic analysis and choice: A structured approach. Business Expert Press, New York (2010)CrossRefGoogle Scholar
  33. 33.
    Webster, J., Watson, R.T.: Analyzing the past to prepare for the future: Writing a literature review. MIS Quarterly Executive 26, 13–23 (2002)Google Scholar
  34. 34.
    Tian, M., Gramm, A., Nabulsi, M., Ritter, H., Schiller, J.H., Voigt, T.: QoS Integration in Web Services. In: Proceedings of the Berlin XML Days 2003, Berlin, Germany, pp. 460–466 (2003)Google Scholar
  35. 35.
    Rengger, R., Macleod, M., Bowden, R., Drynan, A., Blaney, M.: Music performance measurement hand book. National Physical Laboratory, Teddington (1993)Google Scholar
  36. 36.
    W3C Group: QoS for web services: Requirements and possible approaches,
  37. 37.
    Wixom, B., Todd, P.A.: A theoretical integration of user satisfaction and technology acceptance. Information Systems Research 16, 85–102 (2005)CrossRefGoogle Scholar
  38. 38.
    Billhardt, H., Hermoso, R., Ossowski, S., Centeno, R.: Trust-based service provider selection in open environments. In: Proceedings of the 2007 ACM Symposium on Applied Computing, Seoul, Korea (2007)Google Scholar
  39. 39.
    Liu, W.: Trustworthy service selection and composition: Reducing the entropy of service-oriented web. In: Proceedings of the 3rd IEEE International Conference on Industrial Informatics, Perth, Australia, pp. 104–109 (2005)Google Scholar
  40. 40.
    Ding, Q., Li, X., Zhou, X.H.: Reputation based service selection in grid environment. In: Proceedings of the 2008 International Conference on Computer Science and Software Engineering, Wuhan, China, pp. 58–61 (2008)Google Scholar
  41. 41.
    Wang, P., Chao, K.-H., Lo, C.-C., Farmer, R., Kuo, P.-T.: A reputation-based service selection scheme. In: Proceedings of the IEEE International Conference on e-Business Engineering, Macau, China, pp. 501–506 (2009)Google Scholar
  42. 42.
    Javalgi, R.G., White, D.S.: Strategic challenges for the marketing of services internationally. International Marketing Review 19, 563–581 (2002)CrossRefGoogle Scholar
  43. 43.
    McEvily, B., Perrone, V., Zaheer, A.: Trust as an organizing principle. Organization Science 14, 91–103 (2003)CrossRefGoogle Scholar
  44. 44.
    Castelfranchi, C., Falcone, R.: Principles of trust for MAS: Cognitive anatomy, social importance, and quantification. In: Proceedings of the 3rd International Conference on Multiagent Systems, Paris, France, pp. 72–79 (1998)Google Scholar
  45. 45.
    Manchala, D.W.: E-commerce trust metrics and models. IEEE Internet Computing 4, 36–44 (2000)CrossRefGoogle Scholar
  46. 46.
    Smoreda, Z., Thomas, F.: Social networks and residential ICT adoption and use. In: Proceedings of the EURESCOM Summit 2001, Heidelberg, Germany, pp. 900–903 (2001)Google Scholar
  47. 47.
    Hao, H.: Research on building key post competency model. In: Proceedings of the 2010 International Conference on E- Product, E-Service and E-Entertainment, Henan, China, pp. 1–5 (2010)Google Scholar
  48. 48.
    Hennig-Thurau, T., Gwinner, K.P., Walsh, G., Gremler, D.D.: Electronic word-of-mouth via consumer- opinion platforms: What motivates consumers to articulate themselves on the Internet. Journal of Interactive Marketing 18, 38–52 (2004)CrossRefGoogle Scholar
  49. 49.
    Birukou, A., Blanzieri, E., D’Andrea, V., Giorgini, P., Kokash, N., Modena, A.: IC-service: a service- oriented approach to the development of recommendation systems. In: Proceedings of the 2007 ACM Symposium on Applied Computing, Seoul, Korea, pp. 1683–1688 (2007)Google Scholar
  50. 50.
    Hofstede, G., Hofestede, G.J.: Cultures and organizations: Software of the mind. McGraw-Hill, New York (2005)Google Scholar
  51. 51.
    Forest, F., Arhippainen, L.: Social acceptance of proactive mobile services: observing and anticipating cultural aspects by a sociology of user experience method. In: Proceedings of the 2005 Joint Conference on Smart Objects and Ambient Intelligence, Grenoble, France (2005)Google Scholar
  52. 52.
    Farrell, J., Klemperer, P.: Coordination and lock-in: Competition with switching costs and network effects. In: Armstrong, M., Porter, R. (eds.) Handbook of Industrial Organization, vol. 3, pp. 1967–2072. Elsevier, Amsterdam (2007)CrossRefGoogle Scholar
  53. 53.
    Mirani, R., Lederer, A.L.: An instrument for assessing the organizational benefits of IS projects. Decision Sciences 29, 803–838 (1998)CrossRefGoogle Scholar
  54. 54.
    Chatterjee, S., Webber, J.: Developing enterprise web services: An architect’s guide. Prentice-Hall, Upper Saddle River (2004)Google Scholar
  55. 55.
    Avizienis, A., Laprie, J.-C., Randell, B., Landwehr, C.: Basic concepts and taxonomy of dependable and secure computing. IEEE Transactions on Dependable and Secure Computing 1, 11–33 (2004)CrossRefGoogle Scholar
  56. 56.
    Saaty, T.L.: The analytic hierarchy process. McGraw-Hill, New York (1980)zbMATHGoogle Scholar
  57. 57.
    Golden, B.L., Wasil, E.A., Harker, P.T., Alexander, J.M.: The analytic hierarchy process: Applications and studies. Springer, Berlin (1989)CrossRefGoogle Scholar
  58. 58.
    Choo, E., Wedley, W.: A common framework for deriving preference values from pairwise comparison matrices. Computers & Operations Research 31, 893–908 (2004)zbMATHCrossRefGoogle Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2012

Authors and Affiliations

  • Tobias Mettler
    • 1
  • Markus Eurich
    • 2
  1. 1.Institute of Information ManagementUniversity of St. GallenSt. GallenSwitzerland
  2. 2.D-MTEC, Technology and Innovation ManagementETH ZurichZurichSwitzerland

Personalised recommendations