Scientific Approach to Services: What is the Design of Services?

Abstract

Scientific studies on services are discussed in this paper. After surveying previous literature, a series of studies developed by authors are introduced. Service Engineering has a top-down approach in definition. A service is represented by a set of functions and attributes. The flow of services denotes a graph by a multiagent system. Customers satisfaction can be computed by evaluation of each element of services. A CAD system for services, Service Explorer, has been developed to analyse services commonly by many stakeholders. The paper provides many literatures to understand scientific approach to services.