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CAISE
2005
Springer

An Ontological Approach for Eliciting and Understanding Needs in e-Services

13 years 9 months ago
An Ontological Approach for Eliciting and Understanding Needs in e-Services
Abstract. The lack of a good understanding of customer needs within eservice 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.
Ziv Baida, Jaap Gordijn, Hanne Sæle, Hans Ak
Added 26 Jun 2010
Updated 26 Jun 2010
Type Conference
Year 2005
Where CAISE
Authors Ziv Baida, Jaap Gordijn, Hanne Sæle, Hans Akkermans, Andrei Z. Morch
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