Service Level Management in Platform Ecosystems
نویسنده
چکیده
With growing importance of e-service platforms, enhanced Service Level Management (SLM) concepts are required, paying respect to the service providers‟ autonomy as important source for value creation within a platform 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 of each individual service-provider. The concept makes use of the ecosystems‟ inherent emergent and self-organizing processes and is grounded on system and control theory.
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