ServiceMining:FrameworkandApplication

Informationtechnologyandthedisciplineofservicesciencehavechangedthewaywethinkabout,developanddeliverserviceandservices.Thisbookwillintroduceanovelconcept,servicemining,toaddressseveralresearchareasfromtheviewpointsoftechnology,model-building,management,andapplication.Serviceminingisdefinedas'asystematicalprocessincludingservicediscovery,serviceexperience,servicerecoveryandserviceretentiontodiscoveruniquepatternsandexceptionalvalueswithintheexistingservicepool'.Thegoalofserviceminingissimilartodatamining,textminingorwebmining.Allaimto'detectsomethingnew'fromthebasebeingmined.Serviceminingtargetstheservicepool.Whatdistinguishesserviceminingfromdataortextminingistheconceptserviceitself.Dataisgenerallyconsideredfactual;text,thoughmorenuancedinthatwordscarryconnotations,hasaprimarydenotativequalitywhichconveysmeaningthattextminersandtheconsumersoftheminedtextagreeupon.Service,however,istrickier.Itisaprocessofestablishingavalueproposition;andthevalueitrepresentsisthejointcreationoftheproviderandthecustomer,eachofwhichoffersadifferentperceptioninconstructingthevalueproposition.Moreover,intheconceptofservicemining,theminingtargetisnotonlythetraditionalcategoriesofservicesbutalsoIT-basedservices.Underthebigumbrellaofservicescience,serviceminingisconsideredtobeabranchofit.Thegoalsofthisbookaretodeveloptheconceptofserviceminingandidentifythepossibleapplicationsofit.Thecontributionistofurnisharoadmapofserviceminingtoresearchers,managers,andmarketersinservicesectors.