Service Productivity Management – Status Quo and Directions for the Design of Conceptual Modeling Grammars.

Becker Jörg, Beverungen Daniel, Knackstedt Ralf, Rauer Hans Peter, Sigge Daniel


Zusammenfassung
The emergence and proliferation of the service economy greatly amplifies the need to thoroughly manage service productivity. The purpose of this study is to evaluate the expressiveness of conceptual modeling grammars for service productivity management as well as to provide directions for future research. Based on authoritative theories on service productivity, we identify a set of evaluation criteria with which we benchmark a selection of conceptual modeling grammars. Our analysis yields two major insights: First, literature on service productivity provides only limited theoretical support for designing conceptual modeling grammars. Second, the concepts contained in service productivity theories have found little recognition in the grammars’ meta models. We derive two core implications: First, extended theory support is needed to inform the design of conceptual modeling grammars. Second, additional constructs need to be included in conceptual modeling grammars to facilitate productivity-oriented analysis and design in the service sector.

Schlüsselwörter
Conceptual Modeling; Meta Model; Modeling Grammars; Service Productivity; Service Science



Publikationstyp
Aufsatz (Konferenz)

Begutachtet
Ja

Publikationsstatus
Veröffentlicht

Jahr
2012

Konferenz
45th Hawaii International Conference on System Sciences (HICSS) 2012

Konferenzort
Kauai, USA

Erste Seite
1522

Letzte Seite
1531

Sprache
Englisch

DOI

Gesamter Text