满足客户个性化需求的服务匹配算法

为应用Web Services实现个性化流程,提出了一种满足客户个性化需求的服务匹配方法.基于虚拟旅游服务平台,将不同客户的兴趣偏好转化为对应不同权值的非功能性属性. 根据对非功能性属性语义的规范化表示,通过对非功能性属性语义和约束的匹配,以及对非功能性属性满意度的综合评价,实现了更贴近于客户需求的个性化流程.模拟算例表明,该算法有效,为个性化流程提供了可参考的求解算法,弥补了基于静态功能性属性服务匹配的不足.     

面向客户视角的QoS集成与组合服务优化

研究Web服务组合网上服务质量(QoS)的评价指标以及组合服务QoS计算模型,建立一种面向客户视角的网下服务质量评价体 系,包括服务费用合理度、服务与描述符合度及服务满意度。以服务费用为约束条件,提出一种的面向客户视角的Web服务QoS集成与组合服务优化模型。分析结果表明,与基于QoS的组合服务选取模型相比,该模型增加了服务质量指标,即网下服务(商品)的质量,更能满足客户需求。     

Web服务QoS组合优化研究

Web服务的服务质量是选择服务的重要因素,但求解最优服务的选择较为困难。本文基于多目标组合优化提出了一种服务选择方法,根据不同服务QoS属性指标选择得到非劣解集合,再由用户的效用函数评价用户满意度。这种选择方法可以推广到服务组合过程。     

基于评论分析的查询服务推荐排序

面对查询服务如何为用户提供满足需求的个性化推荐.提出一种基于自然语言进行评论分析、并提取特征属性进行多属性决策,为用户提供推荐排名策略,建立基于评论语义和Web挖掘技术的信息推荐系统实现个性化服务.解决了对同一商品的不同店铺之间的优劣比较和推荐,对各店铺的用户评论进行了主题抽取和情感分析,通过聚类成为”客户满意度”属性,与从店铺页面上爬取到的客观数据一起代入到推荐系统中进行计算.系统允许用户自主选择关心的属性及重要性排序,使得系统给出的推荐结果既能客观全面的反映店铺的状况,又能符合用户的评价偏好.     

基于关联规则挖掘与用户情景感知的Web服务QoS预测

作为Web服务的非功能性属性,Qo S在服务选择与服务组合中扮演着重要角色。由于一些Qo S属性值会随着用户情景属性的变化而动态变化,因此在做服务选择或服务组合之前先对Web服务的Qo S做预测是非常必要的。该文提出运用数据挖掘技术挖掘服务组合执行日志,研究服务Qo S和用户情景间的关联关系,根据得到的关联规则对不同用户做个性化服务预测。实验结果表明我们的方法非常有研究价值。     

基于关联规则挖掘与用户情景感知的Web服务QoS预测

作为Web服务的非功能性属性,Qo S在服务选择与服务组合中扮演着重要角色。由于一些Qo S属性值会随着用户情景属性的变化而动态变化,因此在做服务选择或服务组合之前先对Web服务的Qo S做预测是非常必要的。该文提出运用数据挖掘技术挖掘服务组合执行日志,研究服务Qo S和用户情景间的关联关系,根据得到的关联规则对不同用户做个性化服务预测。实验结果表明我们的方法非常有研究价值。     

组合Web服务访问控制策略合成研究

针对Web服务多域环境下组合服务的访问控制策略合成问题,首先提出基于属性的Web服务访问控制策略描述框架,并结合原子属性值限制的属性描述方法,对服务访问控制策略进行了形式化表达。然后,通过分析服务组合描述文档中的控制结构,并研究访问控制策略合成算子和访问控制策略规则的合成运算,提出组合Web服务访问控制策略合成方法,实现了组合服务访问控制策略的合成。最后,结合实例给出组合Web服务的访问控制策略合成流程,验证了合成方法的实用性。     

基于QoS关联的Web服务组合算法

为反映Web服务组合过程中服务类之间的关联性和客户对服务非功能属性的偏好,以及服务调用过程中不同服务质量(QoS)属性之间的内在关系,提出基于QoS关联的Web服务组合决策算法。在评价服务组合优劣程度的过程中,考虑服务类在QoS属性上的关联关系,对QoS数据进行统一规格化和综合评估。实验证明,该算法拥有较好的执行效率和稳定性,并且选择结果较优。     

支持大规模个性化功能需求的服务网络构建

提出一种面向大规模功能个性化需求的服务组合方法,支持服务的大规模个性化定制.现实服务场景通常面临多客户的大量并发的请求,且不同客户对服务的功能需求存在差异.传统方法在应对该场景时需要针对每个需求分别构建服务组合方案,成本代价高.该方法同时考虑多需求,利用潜在收益为需求排序,利用多需求在功能上的相似性、采用渐进迭加策略逐步形成可定制服务方案（称为服务网络）,采用需求分组策略降低算法时间复杂性.通过实验,将该方法与其他组合策略进行对比分析,证明了方法的有效性.该方法把服务网络作为持久化存在的基础设施,将个性化和标准化结合起来,以最少的服务来满足尽可能多的需求,达到优化的成本有效性和客户满意度,可应用于各类现代服务领域.     

多约束的Web服务组合研究

随着Web服务的种类越来越多,具体的请求者对服务组合的要求越来越高。针对目前的组合方式、组合的服务质量以及用户的方便度,提出了多约束的服务组合方案。结合目前请求者和服务提供者之间对WSDL的依赖性及其交流上的不便,把Web语义加入到了Web服务组合的过程中。最后综合考虑用户对服务的满意度,采用动态规划方法,设计了多约束的水平组合解决方案。     

Functionality Aware Dynamic Composition of Web Services

The composition of the web service is a common technique to attain the best results of complex web tasks. The selection of appropriate web services, linking those services in the action flow and attaining the actual functionality of the task are the important factors to be considered. Even though different frameworks and methods have been proposed to dynamically compose web services, each method has its advantage and disadvantage over the other. Most of the methods give much importance to the Quality of Service (QoS) but fail to achieve the actual functionality after composition. This paper proposes a functionality-oriented composition technique for composing web services. Moreover, this method helps reach the extreme functionality of each web service in the composition towards customer satisfaction. Apart from considering the overall QoS of every single service, the non-functional parameters associated with these services are also considered for achieving the expected functionality. Each of these non-functional parameters has a vital role in the functional performance of the web service. The web services that satisfy the non-functional requirements are chosen to form the composition to attain the best performance. The list of services in the proposed composition method is different from the conventional one, which is composed based on the overall QoS. The non-functional parametric values, the QoS of each web service and the overall QoS after composition are evaluated for the proposed method and experimentally analyzed to prove their advantage over the others.     

Quality-of-service oriented web service composition algorithm and planning architecture

In the next few decades, it is expected that web services will proliferate, many web services will offer the same services, and the clients will demand more value added and informative services rather than those offered by single, isolated web services. As the result, the problem of synthesizing web services of high quality will be raised as a prominent issue. The clients will face the trouble of choosing or creating composition plans, among numerous possible plans, that satisfy their quality-of-service (QoS) requirements. Typical QoS properties associated with a web service are the execution cost and time, availability, successful execution rate, reputation, and usage frequency. In engineering perspective, generating the composition plan that fulfills a client’s QoS requirement is a time-consuming optimization problem. To resolve the problem in a timely manner, we propose a constraint satisfaction based web service composition algorithm that combines tabu search and simulated annealing meta-heuristics. As an implementation framework of the algorithm, we suggest a QoS-oriented web service composition planning architecture. The architecture maintains expert made composition schemas in a service category and assists the client as pure user to choose the one he/she wants to use. The main modules of the architecture are composition broker and execution plan optimizer. With the aid of the UDDI server, the composition broker discovers candidate outsourced web services for each atomic process of the selected schema and gathers QoS information on the web services. After that, the execution plan optimizer runs the web service composition algorithm in order to generate a QoS-oriented composition plan. The performance of the algorithm was tested in a simulated environment.     

A strategic approach to customer satisfaction in the telecommunication service market

As is the case in most other service industries, customer satisfaction is of paramount importance in the telecommunications industry. owever, customer satisfaction management in the telecommunication industry is difficult because of the diversity of services and customer segments that exist. This diversity makes it implausible to have a uniform customer satisfaction questionnaire that can be administered to all the different service/customer segment combination. Therefore, we first carried out a segmentation study to identify key customer segments for Korea Telecom, and then focused on one service/customer group in developing the questionnaire. The questionnaire was developed using the SERVPERF approach to measuring service satisfaction. We then developed a decision support system to manage and analyze the customer satisfaction data. The system consists of data input, tracking ability, and statistical modeling capabilities. The computer software was designed as an “open” decision support system that was intended to be used by a wide and general audience within Korea Telecom to review and make active use of customer satisfaction data.     

The relationships among service quality,perceived value,customer satisfaction,and post-purchase intention in mobile value-added services

The purposes of this study are to construct an instrument to evaluate service quality of mobile value-added services and have a further discussion of the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention. Structural equation modeling and multiple regression analysis were used to analyze the data collected from college and graduate students of 15 major universities in Taiwan. The main findings are as follows: (1) service quality positively influences both perceived value and customer satisfaction; (2) perceived value positively influences on both customer satisfaction and post-purchase intention; (3) customer satisfaction positively influences post-purchase intention; (4) service quality has an indirect positive influence on post-purchase intention through customer satisfaction or perceived value; (5) among the dimensions of service quality, “customer service and system reliability” is most influential on perceived value and customer satisfaction, and the influence of “content quality” ranks second; (6) the proposed model is proven with the effectiveness in explaining the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile added-value services.     

基于改进DAG的Web服务组合优化

针对当前Web服务组合过程的复杂性,提出了一种基于改进DAG的Web服务组合方法.该方法通过构造有向无环图(DAG)表示服务之间可能的匹配,并对有向无环图进行优化,删除无效的组合路径及冗余服务,采取逆向搜索并结合服务的Qo S,减少处理的服务数量,对筛选得到的组合服务通过比较Qo S值选取最优的服务.为了验证以上方法的有效性,以智能用电互动化支撑平台的企业用能分析业务的生成设计实验,并针对不同规模的服务集进行了实验分析.结果证明本文提出的基于改进DAG的Web服务生成方法具有良好的可行性,能够生成满足用户需求且具有较高服务质量的优化服务,适用于智能用电互动化支撑平台的Web服务组合生成.     

FCM-based customer expectation-driven service dispatch system

Maintaining long-term customer loyalty has been an important issue in the service industry. Although customer satisfaction can be enhanced with better service quality, delivering appropriate services to customers poses challenges to service providers, particularly in real-time and resource-limited dynamic service contexts. However, customer expectation management has been regarded as an effective way for helping service providers achieve high customer satisfaction in the real world that is nevertheless less real-time and dynamic. This study designs a FCM-based customer expectation-driven service dispatch system to empower providers with the capability to deal effectively with the problem of delivering right services to right customers in right contexts. Our evaluation results show that service providers can make appropriate decisions on service dispatch for customers by effectively managing customer expectations and arranging their contextual limited resources and time via the proposed service dispatch system. Meanwhile, customers can receive suitable service and obtain high satisfaction when appropriate services are provided. Accordingly, a high-performance ecosystem can be established by both service providers and customers who co-create value in the dynamic service contexts.     

Understanding the consequences of information systems service quality on IS service reuse

IS researchers have normally assumed that satisfaction is the key factor influencing IS customers’ reuse of services; however, a focus on customer satisfaction does not always guarantee customer retention. We synthesized customer satisfaction and dissatisfaction models from prior service quality research to provide a comprehensive model predicting the behavioral intentions of customers to reuse IS services. Five research hypotheses were empirically tested by using a field study of 263 users of an IS service department. Our findings placed IS service quality in a causal network leading to IS service reuse and highlighted the relative importance that service quality value played in predicting behavioral intention to reuse the service.     

一种面向用户的Web服务组装方法

为了将分布在Internet上异构的Web服务组装成新的服务提供给用户,提出一种面向用户的Web服务组装方法,将组装过程分为需求拆分、服务选择、执行服务组装和服务结果合并四个阶段,并提出了基于组装模式的用户需求输入及拆分方法、基于QoS的服务选择模型和基于中间模式的异构消息转换模型。最后通过物流领域服务组装平台的设计与实现,验证了上述方法的可行性与有效性。     

Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model

Understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. This study explores the effects of service quality and justice on customer satisfaction, which, in turn, affects continuance intention of mobile services. Service quality, justice and customer satisfaction were measured by multiple dimensions. A research model was developed based on this multidimensional approach and was empirically examined with data collected from about one thousand users of mobile value-added services in China. Results show that all three dimensions of service quality (interaction quality, environment quality and outcome quality) have significant and positive effects on cumulative satisfaction while only one dimension of service quality (interaction quality) has a significant and positive effect on transaction-specific satisfaction. Besides procedural justice, the other two dimensions of justice (distributive justice and interactional justice) significantly influence both transaction-specific satisfaction and cumulative satisfaction. Furthermore, both types of customer satisfaction have significant and positive effects on continuance intention. Implications for research and practice are discussed.