188/4 E-Commerce Group
Institute of Software Technology and Interactive Systems
Vienna University of Technology
Favoritenstrasse 9-11/188, A-1040 Vienna, Austria

A Cost Model for Services

Authors: 
J. Dorn, W. Seiringer
Publisher: 
Springer
Proceedings: 
PRO-VE 2012
Pages: 
548 - 558
Year: 
2012
Type: 
Speech with proceedings
Hidden Keywords: 
Department Focus: 
Business Informatics
TU Focus: 
Information and Communication Technology
ISBN: 
Abstract: 
Typically, services are co-created by service provider and customer. This paper describes an approach to account the full costs of a service considering costs at the provider side as well as on the customer side resulting in a more accurate cost model. Depending on the level of integration of provider and customer, explicit modeling of uncertainty is used to reflect the uncertainty about customerĀ“s competences. This model may help to improve the efficiency of services and whole service systems. We evaluate the model in a scenario derived from an industrial application.
Abstract German: