Service Level Management in Platform Ecosystems.
Ulrich Scholten · 2010
Abstract: With growing importance of e-service platforms, enhanced Service Level Management (SLM) concepts are required, paying respect to the service providers ‟ autonomy asimportant source for value creation within aplatform ecosystem. This paper proposes a highly automated SLM concept, wherein traditional direct control mechanisms are complemented by indirect mechanisms, including reputation systems, selected motivational measures and informationbased guidance ofeach individual service-provider. The concept makes use ofthe ecosystems ‟ inherent emergent and self-organizing processes and is grounded on systemand control theory. 1