Proceedings of 5th International Conference on Serviceology. Short papers and posters
Customer integration during service production like software engineering is mandatory. During software engineering the customer provides different types of input, which we categorize into co-production, resources and experience. Each of this input categories expresses the quality of customer input and is used to compute the risk of customer integration. Which is the risk if customers do not provide the expected level of customer input. To demonstrate the application of our risk-based approach we extended Time-Driven Activity-Based Costing (TDABC) and make a comparison with the actual results of a software company.
Information and Communication Technology