Goal-directed approach for process specification and service selection in customer life cycle management

Wickramasinghe, L, Georgeff, M, Schmidt, H, Thomas, I and Guttmann, C 2012, 'Goal-directed approach for process specification and service selection in customer life cycle management' in Klaus Fischer, Jorg P Muller, Renato Levy (ed.) Agent-Based Technologies and Applications for Enterprise Interoperability, Springer, Berlin, Germany, pp. 151-169.


Document type: Book Chapter
Collection: Book Chapters

Title Goal-directed approach for process specification and service selection in customer life cycle management
Author(s) Wickramasinghe, L
Georgeff, M
Schmidt, H
Thomas, I
Guttmann, C
Year 2012
Title of book Agent-Based Technologies and Applications for Enterprise Interoperability
Publisher Springer
Place of publication Berlin, Germany
Editor(s) Klaus Fischer, Jorg P Muller, Renato Levy
Start page 151
End page 169
Subjects Adaptive Agents and Intelligent Robotics
Summary Service selection is the first step in customer life cycle management where services are selected to meet a customer's goals or objectives, personalised to the circumstances of the customer. The aim of this paper is twofold: (1) to develop concepts and algorithms for goal-directed service selection; and (2) to compare and reconcile our goal-directed approach with a service-oriented approach. The proposed goal-directed service selection algorithm is based on a goal-directed domain description that represents the customer objectives and the business processes. We use service component architectures with formalised contractual service process definitions as a software engineering approach to architectural design and realisation of service-oriented architectures (SOA). The comparison aims to understand the relationship between and benefits of a goal-directed approach and a service oriented approach . We use case studies from two complex customer care management domains to demonstrate the concepts. The implemented algorithms are tested in a health care case study.
Copyright notice © Springer-Verlag Berlin Heidelberg 2012
Keyword(s) Enterprise Interoperability
Life cycle Management
ISBN 9783642285622
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