An Adherence Support Framework for Service Delivery in Customer Life Cycle Management

Wickramasinghe, L, Guttmann, C, Georgeff, M, Thomas, I and Schmidt, H 2011, 'An Adherence Support Framework for Service Delivery in Customer Life Cycle Management', in M De Vos, N Fornara, J Pitt, G Vouros (ed.) The 9th International Workshop on Coordination, Organization, Institutions and Norms in Multi-Agent Systems (COIN@AAMAS2010) - Lecture Notes in Computer Science, Toronto Canada, May 2010, pp. 210-229.


Document type: Conference Paper
Collection: Conference Papers

Title An Adherence Support Framework for Service Delivery in Customer Life Cycle Management
Author(s) Wickramasinghe, L
Guttmann, C
Georgeff, M
Thomas, I
Schmidt, H
Year 2011
Conference name 9th International Workshop on Coordination, Organization, Institutions and Norms in Multi-Agent Systems (COIN@AAMAS2010)
Conference location Toronto Canada
Conference dates May 2010
Proceedings title The 9th International Workshop on Coordination, Organization, Institutions and Norms in Multi-Agent Systems (COIN@AAMAS2010) - Lecture Notes in Computer Science
Editor(s) M De Vos, N Fornara, J Pitt, G Vouros
Publisher Springer
Place of publication Germany
Start page 210
End page 229
Total pages 20
Abstract In customer life cycle management, service providers are expected to deliver services to meet customer objectives in a manner governed by some contract or agreement. When human agents are involved as contract parties (either as customers or service providers), service delivery failures may occur as a result of changes, inconsistencies, or 'deficits' in the mental attitudes of these agents (in addition to other possible changes in the service delivery environment). It may be possible to avoid such failures by monitoring the behavior of the contract parties and intervening to ensure adherence to the contractual obligations. The aim of this paper is twofold: (1) to develop a conceptual framework to model how deficits in mental attitudes can affect service delivery; and (2) to propose an adherence support architecture to reduce service delivery failures arising from such deficits. The conceptual framework is based on Bratman's notion of 'future-directed intentions' and Castelfranchi's belief-based goal dynamics. The adherence support architecture introduces the notions of precursor events, mental-state recognition processes, and intervention processes and utilizes the Belief-Desire-Intention (BDI) architecture. A multi-agent implementation is carried out for chronic disease management in health care as a proof-of-concept for a complex customer care management system.
Subjects Adaptive Agents and Intelligent Robotics
DOI - identifier 10.1007/978-3-642-21268-0_12
Copyright notice © Springer-Verlag Berlin Heidelberg 2011
ISSN 0302-9743
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