文章基本信息

标题：IT SERVICE QUALITY MANAGEMENT MODEL BASED ON SERVICE SCIENCE, MANAGEMENT AND ENGINEERING
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作者：QINGHUA ZHU ; KEWEN WU ; XIAOLING SUN 等
期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2013
卷号：51
期号：3
出版社：Journal of Theoretical and Applied
摘要：The goal of Service Science, Management and Engineering (SSME) is to improve service systems through service innovation. However, current SSME infrastructure lacks a comprehensive quality management framework and the SSME research on people is limited. Users� service expectation has increased a lot along with the development of ICT. Single organization usually cannot fulfill user�s needs comprehensively. This study first analyzes the shortcomings of current system development and quality evaluation methodologies, and points out that these methods cannot meet the requirement of cross-organizational services; then, by considering the idea of Mashup and quality management model in service ecosystem, this study proposes a theoretical architecture of service system, and a preliminary quality management model under SSME context
关键词：Service System; SSME; Quality Management; Mashup