{"id":"https://openalex.org/W1476319772","doi":"https://doi.org/10.1007/978-3-642-40361-3_47","title":"Contribution to the Development of a Conceptual Model of Service and Service Delivery","display_name":"Contribution to the Development of a Conceptual Model of Service and Service Delivery","publication_year":2013,"publication_date":"2013-01-01","ids":{"openalex":"https://openalex.org/W1476319772","doi":"https://doi.org/10.1007/978-3-642-40361-3_47","mag":"1476319772"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-642-40361-3_47","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-40361-3_47","pdf_url":null,"source":{"id":"https://openalex.org/S4210185096","display_name":"IFIP advances in information and communication technology","issn_l":"1868-422X","issn":["1868-422X","1868-4238"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IFIP Advances in Information and Communication Technology","raw_type":"book-chapter"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://inria.hal.science/hal-01470643v1/file/978-3-642-40361-3_47_Chapter.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5056792134","display_name":"Wael Touzi","orcid":null},"institutions":[{"id":"https://openalex.org/I1294671590","display_name":"Centre National de la Recherche Scientifique","ror":"https://ror.org/02feahw73","country_code":"FR","type":"government","lineage":["https://openalex.org/I1294671590"]},{"id":"https://openalex.org/I15057530","display_name":"Universit\u00e9 de Bordeaux","ror":"https://ror.org/057qpr032","country_code":"FR","type":"education","lineage":["https://openalex.org/I15057530"]},{"id":"https://openalex.org/I4210160189","display_name":"Institut Polytechnique de Bordeaux","ror":"https://ror.org/054qv7y42","country_code":"FR","type":"education","lineage":["https://openalex.org/I4210160189"]}],"countries":["FR"],"is_corresponding":false,"raw_author_name":"Wael Touzi","raw_affiliation_strings":["IMS, UMR 5218, CNRS, F-33400, Talence, France","IMS, UMR 5218, Univ. Bordeaux, F-33400, Talence, France"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IMS, UMR 5218, CNRS, F-33400, Talence, France","institution_ids":["https://openalex.org/I4210160189","https://openalex.org/I1294671590"]},{"raw_affiliation_string":"IMS, UMR 5218, Univ. Bordeaux, F-33400, Talence, France","institution_ids":["https://openalex.org/I15057530","https://openalex.org/I4210160189"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5088915633","display_name":"Th\u00e8cle Alix","orcid":"https://orcid.org/0000-0002-9632-184X"},"institutions":[{"id":"https://openalex.org/I1294671590","display_name":"Centre National de la Recherche Scientifique","ror":"https://ror.org/02feahw73","country_code":"FR","type":"government","lineage":["https://openalex.org/I1294671590"]},{"id":"https://openalex.org/I15057530","display_name":"Universit\u00e9 de Bordeaux","ror":"https://ror.org/057qpr032","country_code":"FR","type":"education","lineage":["https://openalex.org/I15057530"]},{"id":"https://openalex.org/I4210160189","display_name":"Institut Polytechnique de Bordeaux","ror":"https://ror.org/054qv7y42","country_code":"FR","type":"education","lineage":["https://openalex.org/I4210160189"]}],"countries":["FR"],"is_corresponding":false,"raw_author_name":"Th\u00e8cle Alix","raw_affiliation_strings":["IMS, UMR 5218, CNRS, F-33400, Talence, France","IMS, UMR 5218, Univ. Bordeaux, F-33400, Talence, France"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IMS, UMR 5218, CNRS, F-33400, Talence, France","institution_ids":["https://openalex.org/I4210160189","https://openalex.org/I1294671590"]},{"raw_affiliation_string":"IMS, UMR 5218, Univ. Bordeaux, F-33400, Talence, France","institution_ids":["https://openalex.org/I15057530","https://openalex.org/I4210160189"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5080271024","display_name":"Bruno Vallespir","orcid":"https://orcid.org/0000-0001-9032-9763"},"institutions":[{"id":"https://openalex.org/I1294671590","display_name":"Centre National de la Recherche Scientifique","ror":"https://ror.org/02feahw73","country_code":"FR","type":"government","lineage":["https://openalex.org/I1294671590"]},{"id":"https://openalex.org/I15057530","display_name":"Universit\u00e9 de Bordeaux","ror":"https://ror.org/057qpr032","country_code":"FR","type":"education","lineage":["https://openalex.org/I15057530"]},{"id":"https://openalex.org/I4210160189","display_name":"Institut Polytechnique de Bordeaux","ror":"https://ror.org/054qv7y42","country_code":"FR","type":"education","lineage":["https://openalex.org/I4210160189"]}],"countries":["FR"],"is_corresponding":false,"raw_author_name":"Bruno Vallespir","raw_affiliation_strings":["IMS, UMR 5218, CNRS, F-33400, Talence, France","IMS, UMR 5218, Univ. Bordeaux, F-33400, Talence, France"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"IMS, UMR 5218, CNRS, F-33400, Talence, France","institution_ids":["https://openalex.org/I4210160189","https://openalex.org/I1294671590"]},{"raw_affiliation_string":"IMS, UMR 5218, Univ. Bordeaux, F-33400, Talence, France","institution_ids":["https://openalex.org/I15057530","https://openalex.org/I4210160189"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":3.369,"has_fulltext":true,"cited_by_count":3,"citation_normalized_percentile":{"value":0.91032798,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":null,"issue":null,"first_page":"369","last_page":"376"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9993000030517578,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9993000030517578,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12746","display_name":"Sustainable Industrial Ecology","score":0.9692999720573425,"subfield":{"id":"https://openalex.org/subfields/2209","display_name":"Industrial and Manufacturing Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T14147","display_name":"Innovative Approaches in Technology and Social Development","score":0.9623000025749207,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.7520301938056946},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6618142127990723},{"id":"https://openalex.org/keywords/conceptual-model","display_name":"Conceptual model","score":0.5723514556884766},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.554856538772583},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.47764790058135986},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4755555987358093},{"id":"https://openalex.org/keywords/management-science","display_name":"Management science","score":0.4685322642326355},{"id":"https://openalex.org/keywords/conceptual-framework","display_name":"Conceptual framework","score":0.44188985228538513},{"id":"https://openalex.org/keywords/service-model","display_name":"Service model","score":0.4226561188697815},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.3653551936149597},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.35192811489105225},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.35096168518066406},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.32695186138153076},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.2739179730415344},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.2612479329109192},{"id":"https://openalex.org/keywords/social-science","display_name":"Social science","score":0.10981601476669312}],"concepts":[{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.7520301938056946},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6618142127990723},{"id":"https://openalex.org/C13606891","wikidata":"https://www.wikidata.org/wiki/Q2623243","display_name":"Conceptual model","level":2,"score":0.5723514556884766},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.554856538772583},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.47764790058135986},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4755555987358093},{"id":"https://openalex.org/C539667460","wikidata":"https://www.wikidata.org/wiki/Q2414942","display_name":"Management science","level":1,"score":0.4685322642326355},{"id":"https://openalex.org/C14224292","wikidata":"https://www.wikidata.org/wiki/Q13600188","display_name":"Conceptual framework","level":2,"score":0.44188985228538513},{"id":"https://openalex.org/C2983289691","wikidata":"https://www.wikidata.org/wiki/Q7455768","display_name":"Service model","level":3,"score":0.4226561188697815},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3653551936149597},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.35192811489105225},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.35096168518066406},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.32695186138153076},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.2739179730415344},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.2612479329109192},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.10981601476669312},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/978-3-642-40361-3_47","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-40361-3_47","pdf_url":null,"source":{"id":"https://openalex.org/S4210185096","display_name":"IFIP advances in information and communication technology","issn_l":"1868-422X","issn":["1868-422X","1868-4238"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IFIP Advances in Information and Communication Technology","raw_type":"book-chapter"},{"id":"pmh:oai:HAL:hal-01470643v1","is_oa":true,"landing_page_url":"https://inria.hal.science/hal-01470643","pdf_url":"https://inria.hal.science/hal-01470643v1/file/978-3-642-40361-3_47_Chapter.pdf","source":{"id":"https://openalex.org/S4306402512","display_name":"HAL (Le Centre pour la Communication Scientifique Directe)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1294671590","host_organization_name":"Centre National de la Recherche Scientifique","host_organization_lineage":["https://openalex.org/I1294671590"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"19th Advances in Production Management Systems (APMS), Sep 2012, Rhodes, Greece. pp.369-376, ⟨10.1007/978-3-642-40361-3_47⟩","raw_type":"info:eu-repo/semantics/conferenceObject"}],"best_oa_location":{"id":"pmh:oai:HAL:hal-01470643v1","is_oa":true,"landing_page_url":"https://inria.hal.science/hal-01470643","pdf_url":"https://inria.hal.science/hal-01470643v1/file/978-3-642-40361-3_47_Chapter.pdf","source":{"id":"https://openalex.org/S4306402512","display_name":"HAL (Le Centre pour la Communication Scientifique Directe)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1294671590","host_organization_name":"Centre National de la Recherche Scientifique","host_organization_lineage":["https://openalex.org/I1294671590"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"19th Advances in Production Management Systems (APMS), Sep 2012, Rhodes, Greece. pp.369-376, ⟨10.1007/978-3-642-40361-3_47⟩","raw_type":"info:eu-repo/semantics/conferenceObject"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1476319772.pdf","grobid_xml":"https://content.openalex.org/works/W1476319772.grobid-xml"},"referenced_works_count":19,"referenced_works":["https://openalex.org/W381092572","https://openalex.org/W560682508","https://openalex.org/W598204232","https://openalex.org/W604528549","https://openalex.org/W1602254941","https://openalex.org/W2073733140","https://openalex.org/W2076210501","https://openalex.org/W2098916257","https://openalex.org/W2122790490","https://openalex.org/W2151517224","https://openalex.org/W2154637183","https://openalex.org/W2164700493","https://openalex.org/W2295009042","https://openalex.org/W2324540838","https://openalex.org/W2329210187","https://openalex.org/W2936006734","https://openalex.org/W4238809107","https://openalex.org/W4243071985","https://openalex.org/W4248317632"],"related_works":["https://openalex.org/W2133079869","https://openalex.org/W2269539645","https://openalex.org/W2301887030","https://openalex.org/W2808736867","https://openalex.org/W4243713506","https://openalex.org/W3211340979","https://openalex.org/W4220762673","https://openalex.org/W2549510740","https://openalex.org/W1705160115","https://openalex.org/W2230507463"],"abstract_inverted_index":null,"counts_by_year":[{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":1}],"updated_date":"2026-07-02T09:51:11.867554","created_date":"2025-10-10T00:00:00"}