Design of Performance Aware Service Systems: A Conceptual Framework and a Case Study
Gianmario Motta, Thiago Barroero, Ivo Telese · 2011
We identify key elements of an ideal paradigm for service systems (SS): execution architecture, functional layers, execution dynamic and design approach. The critical service elements are (a) a control layer that enables the customer to compose, monitor and modify service and (b) compensation actions. To exemplify the distinctive characteristics of SS we consider the case of a travel control layer, that shows how the SS paradigm could be implemented even on the top of traditional architectures.