Commitment-Based Modeling of Service Systems

摘要

This contribution presents an ontological model of services that describes them as complex temporal entities, constituted by interrelations of states, actions and processes, occurring in a wider service system. Our aim is to establish rigorous ontological foundations for the various basic notions of service science, including service, service system, service process, service system life-cycle, and service value co-creation. A crucial role in our approach is played by the notion of commitment, which allows us to provide a definition of service as generic commitment to guarantee the execution of value co-creation actions.