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 proceedingConference contributionAcademicpeer-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 languageEnglish
Title of host publicationServices Management in Intelligent Networks
Subtitle of host publication11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000
EditorsAnthony Ambler, Seraphin B. Calo, Gautam Kar
Place of PublicationBerlin, Germany
PublisherSpringer
Pages71-82
Number of pages12
ISBN (Print)3-540-41427-4
DOIs
Publication statusPublished - 1 Dec 2000
Event11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000: Services Management in Intelligent Networks - Austin, United States
Duration: 4 Dec 20006 Dec 2000
Conference number: 11

Publication series

NameLecture notes in computer science
PublisherSpringer
Volume1960

Workshop

Workshop11th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2000
Abbreviated titleDSOM
CountryUnited States
CityAustin
Period4/12/006/12/00

Fingerprint

World Wide Web
Customer service management
Service provider
Perceived value
Service management
Costs

Keywords

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

Cite this

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). Berlin, Germany: 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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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 proceedingConference contributionAcademicpeer-review

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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.

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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