File Download

There are no files associated with this item.

  Links for fulltext
     (May Require Subscription)
Supplementary

Article: Service operation classification for risk management

TitleService operation classification for risk management
Authors
Issue Date2010
Citation
IBM Journal of Research and Development, 2010, v. 54, n. 3 How to Cite?
AbstractWe propose an empirical service-operation risk-classification model L. Walls to provide managerial insights to service providers in terms of risk management. The model is developed through an investigation of the dependencies between the characteristics of service operations in consumer services and the broad classes of provider risk to which they are exposed. A survey of professional managers has been conducted in which respondents were asked to assess 30 service operations across six service dimensions and five factors representing provider risk. The data have been analyzed using statistical methods, in particular Bayesian network analysis and hierarchical clustering. The results indicate relationships between service operations, service dimensions, and risk factors. Due to the limited sample size, our findings should be regarded as preliminary. The proposed model should help determine the most relevant types of service risks based on the specific characteristics of the service provided and therefore help to develop risk mitigation strategies. © 2010 IBM.
Persistent Identifierhttp://hdl.handle.net/10722/219634
ISSN
2015 Impact Factor: 0.626
2015 SCImago Journal Rankings: 0.636

 

DC FieldValueLanguage
dc.contributor.authorShafti, Farhad-
dc.contributor.authorBedford, Tim-
dc.contributor.authorDeleris, Léa A.-
dc.contributor.authorHosking, Jonathan R M-
dc.contributor.authorShen, Haipeng-
dc.contributor.authorWalls, Lesley-
dc.date.accessioned2015-09-23T02:57:35Z-
dc.date.available2015-09-23T02:57:35Z-
dc.date.issued2010-
dc.identifier.citationIBM Journal of Research and Development, 2010, v. 54, n. 3-
dc.identifier.issn0018-8646-
dc.identifier.urihttp://hdl.handle.net/10722/219634-
dc.description.abstractWe propose an empirical service-operation risk-classification model L. Walls to provide managerial insights to service providers in terms of risk management. The model is developed through an investigation of the dependencies between the characteristics of service operations in consumer services and the broad classes of provider risk to which they are exposed. A survey of professional managers has been conducted in which respondents were asked to assess 30 service operations across six service dimensions and five factors representing provider risk. The data have been analyzed using statistical methods, in particular Bayesian network analysis and hierarchical clustering. The results indicate relationships between service operations, service dimensions, and risk factors. Due to the limited sample size, our findings should be regarded as preliminary. The proposed model should help determine the most relevant types of service risks based on the specific characteristics of the service provided and therefore help to develop risk mitigation strategies. © 2010 IBM.-
dc.languageeng-
dc.relation.ispartofIBM Journal of Research and Development-
dc.titleService operation classification for risk management-
dc.typeArticle-
dc.description.natureLink_to_subscribed_fulltext-
dc.identifier.doi10.1147/JRD.2010.2046465-
dc.identifier.scopuseid_2-s2.0-77955060833-
dc.identifier.volume54-
dc.identifier.issue3-
dc.identifier.eissn0018-8646-

Export via OAI-PMH Interface in XML Formats


OR


Export to Other Non-XML Formats