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OR and the management of electronic services

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Abstract

This review paper is meant to provide some insight to the relation between operations research and the management of electronic services. We use the term electronic services, within the broader e-business context, to refer to any service that is delivered to the customer via electronic means, mainly the Internet as a new channel to communicate with customers, but also through mobile and other digital communications. During the last years we have experienced an explosion in the development of electronic services, which is creating abundant opportunities for operations research (OR) applications, required to empower several types of technology-mediated interactions, exploit the large-scale digital data sources, and automate the recurring operational decisions. In this paper we summarise the various aspects in which operations research may support the management of electronic services, taking into account the different characteristics of alternative electronic media, such as the Internet, mobile communications, interactive television etc.

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... This theorem is proved by substitution of (16) into (15) and solving the problem (15). ...
... This theorem is proved by substitution of (16) into (15) and solving the problem (15). ...
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This paper describes work carried out as part of the GUIDE project at Lancaster University. The overall aim of the project is to develop a context-sensitive tourist guide for visitors to the city of Lancaster. Visitors are equipped with portable GUIDE units which in turn provide interactive services and dynamically tailored web based information reflecting the visitor's preferences and environmental context. In contrast to existing tourist systems all information in GUIDE is obtained dynamically using a city-wide wireless network infrastructure. In this paper we focus on the design of the GUIDE information model. The model presented is novel by virtue of the fact that it enables both geographic and contextual information to be captured. The paper also describes our development of an efficient broadcast mechanism which enables visitors' requests for information to be serviced quickly despite the wireless communications infrastructure employed.
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This paper describes a portable system lo support a new way of visiting cultural and tourist sites. The perspective is that the visitor moves in a physical space like a museum, while seeking information and guidance through the use of a hand-held electronic guide. Techniques are presented to adapt the content of the presentations to the particular visitor, place, and moment of visit (that is, taking into account the user model, knowledge of the physical location and the physical space around it, and the history of previous interactions).
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