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Authors: Pedro Matos de Carvalho ; Carlos Mendes and Miguel Mira da Silva

Affiliation: Universidade Técnica de Lisboa, Portugal

Keyword(s): Enterprise Ontology, DEMO, Service Fulfilment, Service Quality, Communications’ Gap.

Abstract: The service sector is the biggest of the world economy. It leads the creation of value in organizations. However, the service sector presents quality gaps that reduce customers' satisfaction and revenues. The fourth gap of service quality states that there is a difference between the service delivered and the communication acts involved in that delivery. In this research we proposed an approach based on Enterprise Ontology (EO) theory to mitigate this gap. Our proposal also includes the development of a software system, based on Design & Engineering Methodology for Organizations (DEMO) and Service Level Agreements (SLA), the DEMO Engine. This research was conducted using the Design Science Research Methodology (DSRM). The demonstration of our proposal is done using an artificial example of a use of the DEMO Engine in a Travel Agency. The evaluation was made with feedback collected from 47 academic and by using the 4 Österle principles.

CC BY-NC-ND 4.0

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Paper citation in several formats:
Matos de Carvalho, P.; Mendes, C. and Mira da Silva, M. (2013). DEMO Engine. In Proceedings of the International Conference on Knowledge Engineering and Ontology Development (IC3K 2013) - SSEO; ISBN 978-989-8565-81-5; ISSN 2184-3228, SciTePress, pages 445-452. DOI: 10.5220/0004649604450452

@conference{sseo13,
author={Pedro {Matos de Carvalho}. and Carlos Mendes. and Miguel {Mira da Silva}.},
title={DEMO Engine},
booktitle={Proceedings of the International Conference on Knowledge Engineering and Ontology Development (IC3K 2013) - SSEO},
year={2013},
pages={445-452},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0004649604450452},
isbn={978-989-8565-81-5},
issn={2184-3228},
}

TY - CONF

JO - Proceedings of the International Conference on Knowledge Engineering and Ontology Development (IC3K 2013) - SSEO
TI - DEMO Engine
SN - 978-989-8565-81-5
IS - 2184-3228
AU - Matos de Carvalho, P.
AU - Mendes, C.
AU - Mira da Silva, M.
PY - 2013
SP - 445
EP - 452
DO - 10.5220/0004649604450452
PB - SciTePress

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