Quantitative Assessment of Service Pattern: Framework, Language, and Metrics

For modern service industry (MSI), service pattern is a service provision approach to support the realisation of business model that involves participants from various domains and organizations. A comprehensive description and quantitative assessment of service patterns is of great significance for optimizing the organizational cooperation process in MSI and improving the competitiveness of enterprises. However, most relevant studies on service patterns stay at the level of business processes and qualitative analysis, lacking a comprehensive description of data, resources, and value exchanges among participants. Studies related to pattern assessment focus more on QoS (Quality of Service) rather than consideration of the utility of multi-participant collaboration. Hence, two issues need to be tackled for future development of MSI: a) How to systematically describe and distinguish service patterns with the same business processes. b) How to assess and compare service patterns quantitively and comprehensively.