e-Service Industry

e-Service refers to the provision and support of services remotely via information and communication components and services, and over electronic networks. Such services are not limited to the scope of businesses and organizations, and with the global approach to service-orientation, all e-Systems even e-Manufacturing systems are increasingly shifting towards the development and implementation of sound service practices over e-Networks. To achieve this end, this chapter first reviews the state-of-the-art developments in various e-Service industries, their commons characteristics, and emerging challenges. Then, techniques for service performance monitoring, evaluation, and optimization are discussed. Following the preliminary definitions, advanced service design, optimization, and control techniques are introduced, including Task Administration Protocols (TAP) for real-time e-Service design and monitoring, collaborative e-Service portal design, and protocols for diagnosis and prognosis of errors and conflicts in e-Service networks.

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