"In this book we describe the design of services from a systems perspective. In this systems perspective we explain three elements of the service system that have to be balanced: the service concept with the value proposition to the users; the...
mehr
Universitätsbibliothek der Eberhard Karls Universität
Fernleihe:
keine Fernleihe
"In this book we describe the design of services from a systems perspective. In this systems perspective we explain three elements of the service system that have to be balanced: the service concept with the value proposition to the users; the organisational network in which stakeholders have to cooperate to develop and deliver the service; and the technical architecture that uses information and communication technologies to deliver the content." "These three main elements of a service system are described in detail, and illustrated with examples of services from different domains. The elements are integrated into a methodology that describes how to design, implement and test mobile service systems. The trend is that service systems will become time and place independent and at the same time context dependent. Therefore the design of service systems that can be used anytime and anyplace will become common practice." "This book can be used as a university textbook and as a practical guide for organisations and consultants who want to learn how to design service systems."--BOOK JACKET Machine derived contents note: 1 Introduction 1 -- 1.1 What Are Services And Service Systems? 1 -- 1.2 Mobile Services Systems -- 1.3 Domains For Developing Mobile Services 6 -- 1.4 Service Systems Framework 8 -- 1.5 Mobile Services Systems Characteristics 11 -- 1.6 Design Example: Guido The Guide 13 -- 1.7 Design Example: Port Emergency Response System 18 -- 1.8 Comparison Of The Two Design Examples 25 -- 1.9 Structure Of The Book 25 -- 2 Service Concept 27 -- 2.1 Concepts Of Mobile Information Services 27 -- 2.2 Categorisation Of Mobile Services 30 -- 2.3 Mobile Information Services And Their Value 35 -- 2.4 Processes Determining The Added Value 37 -- 2.5 Service Acceptance 39 -- 2.6 Service Quality 43 -- 2 .7 P R Ic In G 4 8 -- 2.8 Design Example: Buddy On Demand Service 49 -- 2.9 Design Example: Swiftband 52 -- 2.10 Conclusions 55 -- 3 Technical Architecture 57 -- 3.1 The Playing Field 57 -- 3.2 Service-Oriented Architectures 60 -- 3.3 Technologies For Service-Oriented Architectures 63 -- 3.4 Three-Tier Architectures 64 -- 3.5 Designing New Services 66 -- 3.6 Mobile Network Infrastructure 69 -- 3.7 Future Developments 74 -- 3.8 Design Example: Cycling Tours Service 76 -- 3.9 Design Example: Finding Disaster Victims Service 78 -- 3.10 Conclusions 81 -- 4 Organisational Network 83 -- 4.1 Blurring Boundaries In Mobile Domain 83 -- 4.2 Networks Of Organisations 86 -- 4.3 Inter-Firm Service Networks In The Mobile Industry 88 -- 4.4 Business Models 91 -- 4.5 Actors, Roles And Resources 94 -- 4.6 Design Example: Last Minute Business Travel Changes -- Service 100 -- 4.7 Design Example: People Tracing Service 104 -- 4.8 Conclusions 108 -- 5 Design Approaches For Service Systems 109 -- 5.1 System Engineering 110 -- 5.2 Product Design Methodologies 1 12 -- 5.3 Design Of Information Systems 117 -- 5.4 Collaborative Business Engineering 119 -- 5.5 Modelling And Component-Based Development 121 -- 5.6 User Centred Design 129 -- 5.7 Process Management And Project Management 133 -- 5.8 Mobile Service Systems Design Approach Elements 135 -- 6 Mobile Service System Design Approach 141 -- 6.1 The Way Of Thinking 142 -- 6.2 Design Process, Design Activities And Modelling Methods 145 -- 6.3 Next Phases 164 -- 7 Case: Mies On The Campus 167 -- 7.1 Background 167 -- 7.2 Analysis Phase 169 -- 7.3 Preparation Phase 176 -- 7.4 Synthesis Phase 183 -- 7.5 Implementation And Test Phase 187 -- 7.6 Test Results 190 -- 7.7 Evaluation 197.
