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Services Customization Using Web Technologies

Book Description

The Internet gives the consumer almost unlimited choice in products. At the same time, it causes a globalization of consumer habits and tastes. One important question that arises is: Does the Internet and the World Wide Web offer the same opportunities for choice of services as they do for products?
Service Customization Using Web Technologies aims to advance our understanding of Web-related concepts, approaches, and technologies revolving around the core theme of e-service customization. Limitless e-service choice can become possible on the Web only through customization. Understanding such customization on the Web, applied at a mass market level, in a cost efficient manner, will present an unprecedented opportunity for both the industry and the consumers. For both researchers and practitioners, understanding that as service customization accelerates through other types of industries and consumers, we will experience, the benefits of service customization in many more areas of everyday life.

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright Page
  4. Dedication
  5. Foreword
  6. Preface
  7. Acknowledgment
  8. Section 1: Methods and Techniques for Service Customization
    1. Chapter 1: E-Service Customization
      1. ABSTRACT
      2. INTRODUCTION
      3. QUALITY IN PRODUCTS AND SERVICES
    2. Chapter 2: E-Service Customization
      1. ABSTRACT
      2. INTRODUCTION
      3. COGNITIVE CHARACTERISTICS OF CONSUMERS AND THEIR INFLUENCE ON THE SERVICE CUSTOMIZATION PROCESS
      4. CONCLUSION
    3. Chapter 3: Technologies for E-Service Customization
      1. ABSTRACT
      2. INTRODUCTION
      3. ENTERPRISE SYSTEMS FOR SERVICE CUSTOMIZATION
      4. RECOMMENDER SYSTEMS
      5. CONCLUSION
    4. Chapter 4: E-Service Composition
      1. ABSTRACT
      2. INTRODUCTION
      3. E-SERVICE COMPOSITION
      4. VISUAL SERVICE COMPOSITION TOOLS AND LANGUAGES
      5. CONCLUSION
  9. Section 2: Strategies and Modeling for E-Service Customization
    1. Chapter 5: Service Customization Strategies
      1. ABSTRACT
      2. INTRODUCTION
      3. OBJECTIVES OF THE PROPOSED METHODOLOGY
      4. CONCLUSION
    2. Chapter 6: Business Processes Design for Service Customization
      1. ABSTRACT
      2. INTRODUCTION
      3. BUSINESS PROCESS MODELING FOR SERVICE CUSTOMIZATION
      4. A METHODOLOGY FOR MODELING SERVICE CUSTOMIZATION PROCESSES USING FUZZY COGNITIVE MAPS
      5. CONCLUSION
  10. Section 3: Applications of Service Customization
    1. Chapter 7: Case Studies in Customization of E-Health Services
      1. ABSTRACT
      2. INTRODUCTION
      3. THE STATE OF THE ART OF CUSTOMIZATION AND PERSONALIZATION IN THE HEALTH SECTOR
      4. CONCLUSION
    2. Chapter 8: Health Services Case Study
      1. ABSTRACT
      2. INTRODUCTION
      3. DEFINING THE SERVICE DESIGN DOMAIN FOR HEALTH SERVICE (SDD-H)
      4. MODELING THE ADMITTANCE TO HOSPITAL PROCESS
      5. CUSTOMIZE BY CHANGING THE SERVICE STRUCTURE
      6. CONCLUSION
    3. Chapter 9: Banking Services Case Study
      1. ABSTRACT
      2. INTRODUCTION
      3. DEFINING THE SERVICE DESIGN DOMAIN FOR BANKING SERVICE (SDD-B)
      4. CONCLUSION
    4. Chapter 10: Conclusions
      1. ABSTRACT
      2. E-SERVICE CUSTOMIZATION REVISITED
  11. Compilation of References
  12. About the Authors
  13. Introduction:
    1. ABSTRACT
    2. SETTING THE CONTEXT FOR SERVICE CUSTOMIZATION
    3. AIM OF THE BOOK
    4. WHAT ARE E-SERVICES
    5. DIMENSIONS OF E-SERVICE CUSTOMIZATION
    6. STRUCTURE AND ORGANIZATION OF THE BOOK
    7. CONCLUSION
  14. Index