On the Ontological Expressiveness of Conceptual Modeling Grammars for Service Productivity Management

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


Abstract
Conceptualizing, analyzing, and optimizing service productivity is imperative to build up and to sustain competitive advantage in today’s global service economy. However, service productivity is yet to be thoroughly conceptualized and supported by IT artifacts so as to design, compute, and interpret meaningful productivity models. The purpose of this study is to evaluate the ontological expressiveness of conceptual modeling grammars for service productivity management. Due to a lack of a complete ontology for service productivity management, we compile evaluation criteria by reviewing authoritative theory. Against these criteria, a selection of conceptual modeling grammars is analyzed by reviewing the grammars’ meta models for completeness. The analysis contributes two major insights. First, theory in productivity management appears equivocal and is too unspecific to guide the design of IT artifacts. Second, conceptual modeling grammars are subject to various ontological deficiencies with respect to service productivity management. Two core implications are identified. First, service productivity theories need to be refined as design theories in order to comprehensively inform the design of IT artifacts. Second, conceptual modeling grammars must be extended and aligned with each other.

Keywords
Service Science Management and Engineering; Conceptual modeling grammar; Service productivity; Meta modeling; Ontology



Publication type
Article in Journal

Peer reviewed
Yes

Publication status
Published

Year
2014

Journal
Information Systems and e-Business Management

Volume
12

Issue
3

Start page
337

End page
365

Language
English

DOI

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