A Customer Service Management Architecture for the Internet

Ron Sprenkels; Aiko Pras; Bernhard J.F. van Beijnum; Leo de Goede

doi:10.1007/3-540-44460-2_7

A Customer Service Management Architecture for the Internet

Ron Sprenkels, Aiko Pras, Bernhard J.F. van Beijnum, Leo de Goede

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

Abstract

Managing services on the Internet is becoming more and more complex and time consuming for service providers since services are increasing both in number and complexity. Also the number of users per service is going up. A solution to this problem is to allow the service users themselves to partly manage the services they are using. This is called Customer Service Management, and it will both increase the perceived value of the services to the users as well as lower the operational costs of service management for the service provider. This paper presents an architecture for Customer Service Management in the Internet.

Original language	English
Title of host publication	Services Management in Intelligent Networks
Subtitle of host publication	11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000
Editors	Anthony Ambler, Seraphin B. Calo, Gautam Kar
Place of Publication	Berlin, Germany
Publisher	Springer
Pages	71-82
Number of pages	12
ISBN (Print)	3-540-41427-4
DOIs	https://doi.org/10.1007/3-540-44460-2_7
Publication status	Published - 1 Dec 2000
Event	11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000: Services Management in Intelligent Networks - Austin, United States Duration: 4 Dec 2000 → 6 Dec 2000 Conference number: 11

Publication series

Name	Lecture notes in computer science
Publisher	Springer
Volume	1960

Workshop

Workshop	11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000
Abbreviated title	DSOM
Country	United States
City	Austin
Period	4/12/00 → 6/12/00

Keywords

Service provider
Service user
Service level agreements
Internet engineer task force
Electronic data interchange

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Sprenkels, R., Pras, A., van Beijnum, B. J. F., & de Goede, L. (2000). A Customer Service Management Architecture for the Internet. In A. Ambler, S. B. Calo, & G. Kar (Eds.), Services Management in Intelligent Networks: 11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000 (pp. 71-82). (Lecture notes in computer science; Vol. 1960). Springer. https://doi.org/10.1007/3-540-44460-2_7

Sprenkels, Ron ; Pras, Aiko ; van Beijnum, Bernhard J.F. ; de Goede, Leo. / A Customer Service Management Architecture for the Internet. Services Management in Intelligent Networks: 11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000. editor / Anthony Ambler ; Seraphin B. Calo ; Gautam Kar. Berlin, Germany : Springer, 2000. pp. 71-82 (Lecture notes in computer science).

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abstract = "Managing services on the Internet is becoming more and more complex and time consuming for service providers since services are increasing both in number and complexity. Also the number of users per service is going up. A solution to this problem is to allow the service users themselves to partly manage the services they are using. This is called Customer Service Management, and it will both increase the perceived value of the services to the users as well as lower the operational costs of service management for the service provider. This paper presents an architecture for Customer Service Management in the Internet.",

keywords = "Service provider, Service user, Service level agreements, Internet engineer task force, Electronic data interchange",

author = "Ron Sprenkels and Aiko Pras and {van Beijnum}, {Bernhard J.F.} and {de Goede}, Leo",

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booktitle = "Services Management in Intelligent Networks",

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Sprenkels, R, Pras, A , van Beijnum, BJF & de Goede, L 2000, A Customer Service Management Architecture for the Internet. in A Ambler, SB Calo & G Kar (eds), Services Management in Intelligent Networks: 11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000. Lecture notes in computer science, vol. 1960, Springer, Berlin, Germany, pp. 71-82, 11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000, Austin, United States, 4/12/00. https://doi.org/10.1007/3-540-44460-2_7

A Customer Service Management Architecture for the Internet. / Sprenkels, Ron; Pras, Aiko ; van Beijnum, Bernhard J.F.; de Goede, Leo.

Services Management in Intelligent Networks: 11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000. ed. / Anthony Ambler; Seraphin B. Calo; Gautam Kar. Berlin, Germany : Springer, 2000. p. 71-82 (Lecture notes in computer science; Vol. 1960).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

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N2 - Managing services on the Internet is becoming more and more complex and time consuming for service providers since services are increasing both in number and complexity. Also the number of users per service is going up. A solution to this problem is to allow the service users themselves to partly manage the services they are using. This is called Customer Service Management, and it will both increase the perceived value of the services to the users as well as lower the operational costs of service management for the service provider. This paper presents an architecture for Customer Service Management in the Internet.

AB - Managing services on the Internet is becoming more and more complex and time consuming for service providers since services are increasing both in number and complexity. Also the number of users per service is going up. A solution to this problem is to allow the service users themselves to partly manage the services they are using. This is called Customer Service Management, and it will both increase the perceived value of the services to the users as well as lower the operational costs of service management for the service provider. This paper presents an architecture for Customer Service Management in the Internet.

KW - Service provider

KW - Service user

KW - Service level agreements

KW - Internet engineer task force

KW - Electronic data interchange

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DO - 10.1007/3-540-44460-2_7

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SN - 3-540-41427-4

T3 - Lecture notes in computer science

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Sprenkels R, Pras A , van Beijnum BJF, de Goede L. A Customer Service Management Architecture for the Internet. In Ambler A, Calo SB, Kar G, editors, Services Management in Intelligent Networks: 11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000. Berlin, Germany: Springer. 2000. p. 71-82. (Lecture notes in computer science). https://doi.org/10.1007/3-540-44460-2_7