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On the Maturity of Service Process Modeling and Analysis Approaches
University of Rostock, Munich University of Applied Sciences, Germany.
Jönköping University, School of Engineering, JTH. Research area Computer Science and Informatics. Jönköping University, School of Engineering, JTH, Computer Science and Informatics. University of Rostock, Germany. (Information Engineering)
Munich University of Applied Sciences, Germany.
2016 (English)In: 19th International Conference, BIS 2016, Proceedings, Leipzig, July 6-8, 2016. / [ed] Witold Abramowicz, Rainer Alt, Bogdan Franczyk, Springer, 2016, Vol. 255, 356-367 p.Conference paper, (Refereed)
Abstract [en]

Prior research has provided a number of approaches for the specification and analysis of service processes. However, little is known about their level of maturity regarding considered dimensions and characteristics. The present study represents a first step towards filling this gap. Drawing upon recent formalizations and delineations of service, a model for assessing the maturity of service modeling and analysis tools is derived. As part of a systematic literature review, it is applied to a set of 47 service blueprinting techniques to determine their maturity. The study’s findings indicate a high level of maturity regarding control flow and resource integration for most of the identified approaches. However, there are several shortcomings with respect to the input and output dimensions of the service process. The study proposes a set of research questions to stimulate future research and address the identified shortcomings.

Place, publisher, year, edition, pages
Springer, 2016. Vol. 255, 356-367 p.
Series
Lecture Notes in Business Information Processing, ISSN 18651348
Keyword [en]
Service blueprinting, Service process, Specification and analysis, Maturity
National Category
Information Systems
Identifiers
URN: urn:nbn:se:hj:diva-34964DOI: 10.1007/978-3-319-39426-8_28ISI: 000386312800028Scopus ID: 2-s2.0-84978245282ISBN: 978-3-319-39425-1 (print)ISBN: 978-3-319-39426-8 (electronic)OAI: oai:DiVA.org:hj-34964DiVA: diva2:1070479
Conference
International Conference on Business Information Systems (BIS)
Available from: 2017-02-01 Created: 2017-01-31 Last updated: 2017-02-16Bibliographically approved

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CiteExportLink to record
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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
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More styles
Language
  • de-DE
  • en-GB
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  • fi-FI
  • nn-NO
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Output format
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