Tobias Mettler, Markus Eurich


Together with the diffusion of the Internet both private and legal persons have designed a wide variety of information intensive services. At the same time, concepts and methods have been developed to facilitate the description, discovery, composition, and consumption of these services. However, the selection of the right service still represents a major problem for consumers, since policy-, reputation- or trust-based selection techniques often do not lead to the desired results. In this paper a multi-dimensional service selection model - including social, technological, economic, and political considerations - is presented that can help service consumers in this sketchy and complex task.


  1. Alter, S., 2007. Service responsibility tables: a new tool for analyzing and designing systems. In 13th Americas Conference on Information Systems.
  2. Alter, S., 2008. Service systems fundamentals: Work system, value chain, and life cycle. IBM Systems Journal, 47(1), 71-85.
  3. Avizienis, A., Laprie, J.-C., Randell, B., Landwehr, C., 2004. Basic concepts and taxonomy of dependable and secure computing. IEEE Transactions on Dependable and Secure Computing, 1(1), 11-33.
  4. Baida, Z., Gordijn, J., Omelayenko, B., 2004. A shared service terminology for online service provisioning. In 6th International Conference on Electronic Commerce.
  5. Billhardt, H., Hermoso, R., Ossowski, S., Centeno. R., 2007. Trust-based service provider selection in open environments. In 2007 ACM symposium on Applied computing.
  6. Birukou, A., Blanzieri, E., D'Andrea, V., Giorgini, P., Kokash, N., Modena, A., 2007. IC-service: a serviceoriented approach to the development of recommendation systems. In 2007 ACM Symposium on Applied Computing.
  7. Brehm, S., Kassin, S., Fein, S., 2002. Social Psychology. Boston. MA, Houghton Mifflin.
  8. Castelfranchi, C., Falcone, R., 1998. Principles of trust for MAS: Cognitive anatomy, social importance, and quantification. In 3rd International Conference on Multiagent Systems.
  9. Chatterjee, S., Webber, J., 2004. Developing enterprise web services: An architect's guide. Upper Saddle River: Prentice-Hall.
  10. Choo, E., Wedley, W., 2004. A common framework for deriving preference values from pairwise comparison matrices. Computers & Operations Research, 31(6), 893-908.
  11. Collier, D., Meyer, S., 2000. An empirical comparison of service matrices. International Journal of Operations & Production Management, 20(6), 705-729.
  12. Cullen, S., Seddon, P. and Willcocks, L., 2005. Managing outsourcing: the life cycle imperative. MIS Quarterly Executive, 4(1), 229-246.
  13. Ding, Q., Li, X. and Zhou, X. H., 2008. Reputation based service selection in grid environment. In 2008 International Conference on Computer Science and Software Engineering.
  14. Ettenson, R., Turner, K., 1997. An exploratory investigation of consumer decision making for selected professional and nonprofessional services. Journal of Services Marketing, 11(2), 91-104.
  15. Farrell, J., Klemperer, P., 2007. Coordination and lock-in: Competition with switching costs and network effects. In M. Armstrong, R. Porter, eds. Handbook of Industrial Organization, vol. 3. Amsterdam: Elsevier, 1967-2072.
  16. Forest, F., Arhippainen, L., 2005. Social acceptance of proactive mobile services: observing and anticipating cultural aspects by a sociology of user experience method. In 2005 Joint Conference on Smart Objects and Ambient Intelligence.
  17. Galizia, S., Gugliotta, A., Domingue, J. 2007. A trust based methodology for web service selection. In Proceedings of International Conference on Semantic Computing, 193-200.
  18. García, J., Ruiz, D., Ruiz-Cortés, A. 2010. A Model of User Preferences for Semantic Services Discovery and Ranking. The Semantic Web: Research and Applications, 6089/2010, 1-14.
  19. Gigerenzer G., 2004. Fast and frugal heuristics: the tools of bounded rationality. In: Koehler D, Harvey N, editors. Handbook of judgment and decision making. Oxford, UK, Blackwell, 62-88.
  20. Gigerenzer, G., 2007. Gut Feelings: The Intelligence of the Unconscious. New York, Penguin Books.
  21. Golden, B. L., Wasil, E. A., Harker, P. T., Alexander, J. M., 1989. The analytic hierarchy process: Applications and studies. Berlin, New York: Springer.
  22. Guarino, N., 1998. Formal ontology and information systems. In International Conference on Formal Ontology in Information Systems.
  23. Handfield, R., Walton, S. V., Sroufe, R., Melnyk, S. A., 2002. Applying environmental criteria to supplier assessment: A study in the application of the analytical hierarchy process. European Journal of Operational Research, 141(1), 70-87.
  24. Hennig-Thurau, T., Gwinner, K. P., Walsh, G., Gremler, D. D., 2004. Electronic word-of-mouth via consumeropinion platforms: What motivates consumers to articulate themselves on the Internet. Journal of Interactive Marketing, 18(1), 38-52.
  25. Hofstede, G., Hofestede, G. J., 2005. Cultures and organizations: Software of the mind. New York: McGraw-Hill.
  26. Hu, H., 2010. Research on building key post competency model. In 2010 International Conference on EProduct, E-Service and E-Entertainment.
  27. Janicke, H., Solanki, M, 2007. Policy-driven service discovery. In Proceedings of the 2nd European Young Researchers Workshop on Service- Oriented Computing, 56-62.
  28. Javalgi, R. G., White, D. S., 2002. Strategic challenges for the marketing of services internationally. International Marketing Review, 19(6), 563-581.
  29. Krishna, S., Sahay, S., Walsham, G., 2004. Managing cross-cultural issues in global software outsourcing. Communications of the ACM, 47(4), 62-66.
  30. Kugyt , R., Šliburyt , L., 2005. A standardized model of service provider selection criteria for different service types: A consumer-oriented approach. Inzinerine Ekonomika-Engineering Economics, 3(43), 56-63.
  31. Liu, W., 2005. Trustworthy service selection and composition: Reducing the entropy of service-oriented web. In 3rd IEEE International Conference on Industrial Informatics.
  32. Liu, Y., Ngu, A. H., Zeng, L. Z., 2004. QoS computation and policing in dynamic web service selection. In 13th International Conference on World Wide Web.
  33. Manchala, D. W., 2000. E-commerce trust metrics and models. IEEE Internet Computing, 4(2), 36-44.
  34. Maximilien, E. M., Singh, M. P., 2004. A framework and ontology for dynamic Web services selection. IEEE Internet Computing, 8(5), 84-93.
  35. McEvily, B., Perrone, V., Zaheer, A., 2003. Trust as an Organizing Principle. Organization Science, 14(1), 91- 103.
  36. Menascé, D., Casalicchio, E., Dubey, V., 2008. A heuristic approach to optimal service selection in service oriented architectures. Paper presented at the Proceedings of the 7th international workshop on Software and performance, Princeton, NJ, USA.
  37. Menascé, D., Casalicchio, E., Dubey, V., 2010. On optimal service selection in Service Oriented Architectures. Performance Evaluation. 67 (89, 659- 675.
  38. Mirani, R., Lederer, A. L., 1998. An instrument for assessing the organizational benefits of IS projects. Decision Sciences, 29(4), 803-838.
  39. Peng, G. C., Nunes, M. B., 2007. Using PEST analysis as a tool for refining and focusing context for information systems research. In 6th European Conference on Research Methodology for Business and Management Studies.
  40. Rengger R, Macleod M, Bowden R, Drynan A., Blaney M., 1993. MUSiC performance measurement hand book. Teddington, UK: National Physical Laboratory.
  41. Saaty, T. L., 1980. The analytic hierarchy process. New York: McGraw-Hill.
  42. Schroth, C., 2007. The internet of services: Global industrialization of information intensive services. In 2nd International Conference on Digital Information Management.
  43. Seo, Y. Jeong, H., Song, Y, 2005. A study on web services selection method based on the negotiation through quality broker: A maut-based approach. Embedded Software and Systems, 3605, 65-73.
  44. Smoreda, Z., Thomas, F., 2001. Social networks and residential ICT adoption and use. In EURESCOM Summit 2001.
  45. Sreenath, R., Singh, M., 2004. Agent-based service selection. Web semantics: Science, services and agents on the world wide web, 1(3), 261-279.
  46. Sutterer, M., Droegehorn, O., David, K. (2008). UPOS: User Profile Ontology with Situation-Dependent Preferences Support. Paper presented at the Proceedings of the First International Conference on Advances in Computer-Human Interaction.
  47. Vaidya, O. S., Kumar, S., 2006. Analytic hierarchy process: An overview of applications. European Journal of Operational Research, 169(1), 1-29.
  48. Vargo, S. L., Lusch, R. F., 2004. The four service marketing myths. Journal of Service Research, 6(4), 324-335.
  49. Voros, J., 2001. Reframing environmental scanning: An integral approach. Foresight, 3(6), 533-551.
  50. Warner, A. G., 2010. Strategic analysis and choice: A structured approach. New York: Business Expert Press.
  51. Wang, P., Chao, K.-H., Lo, C.-C., Farmer, R., Kuo, P.-T., 2009. A reputation-based service selection scheme. In IEEE International Conference on e-Business Engineering.
  52. Wang, Y., Vassileva, J., 2007. Toward trust and reputation based web service selection: A survey. International Transactions on Systems Science and Applications, 3(2), 118-132.
  53. Webster, J., Watson, R. T., 2002. Analyzing the past to prepare for the future: Writing a literature review. MIS Quarterly, 26(2), 13-23.
  54. Wei, C., Chien, C., Wang, M. 2005. An AHP-based approach to ERP system selection. International Journal of Production Economics, 96(1), 47-62.
  55. Wixom, B., Todd, P. A., 2005. A theoretical integration of user satisfaction and technology acceptance. Information Systems Research, 16(1), 85-102.
  56. Wu, C., Chang, E., 2007. Intelligent web services selection based on AHP and wiki. In IEEE/WIC/ACM International Conference on Web Intelligence.
  57. W3C Working Group, 2003. QoS for web services: Requirements and possible approaches. Accessed 20 Jan 2011, http://www.w3c.or.kr/kr-office/TR/2003/ ws-qos.
  58. Yu, H., Reiff-Marganiec, S., 2008. Non-functional property based service selection: A survey and classification of approaches. In 2nd Non Functional Properties and Service Level Agreements in Service Oriented Computing Workshop.
  59. Yu, T., Zhang, Y., Lin, K.-J., 2007. Efficient algorithms for Web services selection with end-to-end QoS constraints. ACM Transactions on the Web, 1(1), 1-26.

Paper Citation

in Harvard Style

Mettler T. and Eurich M. (2011). WHAT IS THE RIGHT SERVICE? A MULTI-CRITERIA DECISION MODEL BASED ON ‘STEP’ . In Proceedings of the International Conference on e-Business - Volume 1: ICE-B, (ICETE 2011) ISBN 978-989-8425-70-6, pages 81-90. DOI: 10.5220/0003452400810090

in Bibtex Style

author={Tobias Mettler and Markus Eurich},
booktitle={Proceedings of the International Conference on e-Business - Volume 1: ICE-B, (ICETE 2011)},

in EndNote Style

JO - Proceedings of the International Conference on e-Business - Volume 1: ICE-B, (ICETE 2011)
SN - 978-989-8425-70-6
AU - Mettler T.
AU - Eurich M.
PY - 2011
SP - 81
EP - 90
DO - 10.5220/0003452400810090