Carlos Mendes, João Ferreira, Miguel Mira da Silva


The services industry is currently the fastest growing part of economic activity in the world and some companies are changing their business models from product manufactures to service providers. These companies acknowledged the role of services as connection points between them and their customers. Still some service providers have a perception of what their customers want that differs from the real expected service. In this paper, we use Design & Engineering Methodology for Organizations to compare two lists of services provided by a Human Resources department: one based on a description given by the head of the department and another based on the customers that use the department services. The differences between the two lists identify the gap between the customers’ expectations and the provider perceptions of those expectations.


  1. Albani, A., Terlouw, L., Hardjosumarto, G., & Dietz, J. (2009). Enterprise Ontology Based Service Definition. Amsterdam, The Netherlands: 4th International Workshop on Value Modeling and Business Ontologies.
  2. Arsanjani, A. (2008). SOMA: a method for developing service-oriented solutions (Vol. 47). IBM Systems Jornal.
  3. Bon, J. (2007). Foundations of IT service management based on ITIL v3. Van Haren Publishing.
  4. Chesbrough, J., & Spohrer, H. (2006). A research manifesto for service science (Vol. 49). Communications of the ACM, ACM.
  5. Dietz, J. (2006). Enterprise ontology - theory and methodology. Springer.
  6. Erradi, A., Anand, S., & Kulkarni, N. (2006). SOAF: an architectural framework for service definition and realization. IEEE International Conference on Services Computing.
  7. Fan-Chao, M., Den-Chen, Z., & Xiao-Fei, X. (2005). Business Component Identification of Enterprise Information System. IEEE International Conference on e-Business Engineering.
  8. Hubbers, J., Ligthart, A., & Terlouw, L. (2007). Ten ways to identify services (Vol. 8). The SOA Magazine.
  9. Hubbert, E., & O'Donnell, G. (2009). Service catalog: your prerequisite for effective IT service management (Forrester ed.). Infrastructure & Operations Professional, Forrester.
  10. Huysmans, P., Ven, K., & Verelst, J. (2010). Using the DEMO methodology for modeling open source software development processes (Vol. 52). Information and Software Technology, Elsevier.
  11. Jones, S. (2005). Toward an acceptable definition of service (Vol. 22). Journal IEEE Software.
  12. Moody, G., & Shanks, D. (2003). Improving the quality of data models (Vol. 28). Information Systems, Elsevier.
  13. OLoughlin, M. (2009). The Service Catalog - A Practitioner Guide. Van Haren Publishing.
  14. O'Sullivan, J. (2006). Towards a precise understanding of service properties. Queensland University of Technology.
  15. Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its implication for future research (Vol. 49). Journal of Marketing.
  16. Peffers, K., Tuunanen, T., Rothenberger, M. A., & Chatterjee, S. (2008). A Design Science Research Methodology for Information Systems Research (Vol. 24). Journal of Management Information Systems.
  17. Terlouw, L., & Dietz, J. (2010). A framework for clarifying service-oriented notions (Vol. 5). Enterprise Modeling and Information Systems Architecture, German Informatics Society.
  18. Wang, Z., Xu, X., & Zhan, D. (2005). A survey of business component identification methods and related techniques (Vol. 2). International Journal of Information Technology.
  19. Zeithaml, V. A., & Bitner, M. (1996). Service Marketing. New York: McGraw-Hill.

Paper Citation

in Harvard Style

Mendes C., Ferreira J. and Mira da Silva M. (2011). COMPARING SERVICES USING DEMO . In Proceedings of the International Conference on Knowledge Engineering and Ontology Development - Volume 1: SSEO, (IC3K 2011) ISBN 978-989-8425-80-5, pages 528-537. DOI: 10.5220/0003719805280537

in Bibtex Style

author={Carlos Mendes and João Ferreira and Miguel Mira da Silva},
booktitle={Proceedings of the International Conference on Knowledge Engineering and Ontology Development - Volume 1: SSEO, (IC3K 2011)},

in EndNote Style

JO - Proceedings of the International Conference on Knowledge Engineering and Ontology Development - Volume 1: SSEO, (IC3K 2011)
SN - 978-989-8425-80-5
AU - Mendes C.
AU - Ferreira J.
AU - Mira da Silva M.
PY - 2011
SP - 528
EP - 537
DO - 10.5220/0003719805280537