An adherence support framework for service delivery in customer life cycle management

Leelani Wickramasinghe, Christian Guttmann, Michael Georgeff, Ian Thomas, Heinz Schmidt

Research output: Chapter in Book/Report/Conference proceedingChapter (Book)Researchpeer-review

1 Citation (Scopus)

Abstract

In customer life cycle management, service providers are expected to deliver services to meet customer objectives in a manner governed by some contract or agreement. When human agents are involved as contract parties (either as customers or service providers), service delivery failures may occur as a result of changes, inconsistencies, or "deficits" in the mental attitudes of these agents (in addition to other possible changes in the service delivery environment). It may be possible to avoid such failures by monitoring the behavior of the contract parties and intervening to ensure adherence to the contractual obligations. The aim of this paper is twofold: (1) to develop a conceptual framework to model how deficits in mental attitudes can affect service delivery; and (2) to propose an adherence support architecture to reduce service delivery failures arising from such deficits. The conceptual framework is based on Bratman's notion of "future-directed intentions" and Castelfranchi's belief-based goal dynamics. The adherence support architecture introduces the notions of precursor events, mental-state recognition processes, and intervention processes and utilizes the Belief-Desire-Intention (BDI) architecture. A multi-agent implementation is carried out for chronic disease management in health care as a proof-of-concept for a complex customer care management system. 

Original languageEnglish
Title of host publicationCoordination, organizations, institutions, and norms in agent systems VI
EditorsMarina De Vos, Nicoletta Fornara, Jeremy V Pitt, George Vouros
Place of PublicationNew York
PublisherSpringer
Pages210-229
Number of pages20
Volume6541 LNAI
ISBN (Print)9783642212673
DOIs
Publication statusPublished - 2011
Event6th International Workshops on Coordination, Organizations, Institutions, and Norms in Agent Systems VI, COIN@MALLOW 2010 - Lyon, France
Duration: 30 Aug 201030 Aug 2010

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume6541 LNAI
ISSN (Print)03029743
ISSN (Electronic)16113349

Conference

Conference6th International Workshops on Coordination, Organizations, Institutions, and Norms in Agent Systems VI, COIN@MALLOW 2010
CountryFrance
CityLyon
Period30/08/1030/08/10

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