Service Quality Management
written by gunther gerlach-2009
In wider spanning service ecosystems, several service providers may offer functionally replaceable services that differ in their extra-functional characteristics, such as usage terms and quality of service delivery. Service providers need to be responsive – potentially in real-time – to negotiate variations of service delivery requirements (e.g., price, deliverable timetable). Service ecosystems should therefore explicitly support the negotiation process, reducing non-critical human involvement and providing decision-makers with the information they require to formulate and assess service offers.


