@Inproceedings{CitationKey,
author = {Knapper, Rico and Poodratchi, Daniel and Job, Lennart},
title = {{Quality of Process – A Business Process Perspective on Quality of
Service}},
booktitle = {Proceedings of the European Conference on Information Systems (ECIS
2012). (Barcelona)},
year = {2012}}

					

@Inproceedings{CitationKey,
author = {Knapper, Rico and Flath, Christoph and Blau, Benjamin and Sailer,
Anca and Weinhardt, Christof},
title = {{A Multi-Attribute Service Portfolio Design Problem}},
booktitle = {Proceedings of the IEEE International Conference on Service Oriented
Computing & Applications (SOCA 2011)},
year = {2011},
address = {Irvine, CA, US},
abstract = {Increasing popularity of cloud-based services has led to the emergence
of cloud marketplaces where services from different providers are offered, usually
in the form of a catalog.

The customers' decision about buying offered services is based on idiosyncratic
preferences regarding non-functional service attributes, e.g., price, provider
reputation, and quality of service. Customer preferences are typically unknown
to providers at the time the service portfolio (i.e. quality and price choices)
is specified. Thus, from a microeconomic perspective, we have to deal with
information asymmetry in markets, which complicates the challenge of finding
the profit maximizing service portfolio.

This paper presents a generic economic framework based on customer self-selection
to address the above-mentioned optimization for a cloud service provider. The
contribution is two-fold: We characterize a multi-attributive customer preference
function for cloud services based on a continuum of potential customers. Thereby
each infinitesimal demand of a customer is characterized by a vector of minimum
quality values for each of the different attributes and a maximum willingness
to pay. The demand framework addresses the phenomenon of product cannibalization.

We then formulate the service providers' optimal service portfolio design. This
grants the provider maximal profit through optimal combination of potential
values of the chosen attributes.}}

					

@Inproceedings{CitationKey,
author = {Knapper, Rico and Blau, Benjamin and Conte, Tobias and Sailer, Anca
and Kochut, Andrzej and Mohindra, Ajay},
title = {{Efficient Contracting in Cloud Service Markets with Asymmetric
Information - A Screening Approach}},
booktitle = {Workshop Clouds for Enterprises (C4E) in proceedings of the 13th
IEEE Conference on Commerce and Enterprise Computing},
year = {2011},
address = {Luxembourg}}

					

@Inproceedings{CitationKey,
author = {Blau, Benjamin and Hildenbrand, Tobias and Armbruster, Matthias and
Xu, Yongchun and Fassunge, Martin G. and Knapper, Rico},
title = {{Incentives and Performance in Large-Scale Lean Software Development
- An Agent-Based Simulation Approach}},
booktitle = {Proceedings of the 6th International Conference on Evaluation of
Novel Approaches to Software Engineering (ENASE)},
year = {2011},
address = {Beijing, China},
note = {Best Paper Award of ENASE 2011}}

					

@Inproceedings{CitationKey,
author = {Martin, Jochen and Conte, Tobias and Knapper, Rico},
title = {{Towards Objectives-Based Process Redesign}},
booktitle = {Proceedings of the 16th Americas Conference on Information Systems
(AMCIS)},
year = {2011},
address = {Detroit, USA},
url = {http://aisel.aisnet.org/amcis2011_submissions/150/}}

					

@Inproceedings{CitationKey,
author = {van Dinther, Clemens and Knapper, Rico and Blau, Benjamin and Conte,
Tobias},
title = {{Managing the Quality of Modular Services -- a Process-Oriented
Aggregation of Expected Service Levels Based on Probability Distributions}},
booktitle = {Proceedings of the 12th IEEE Conference on Commerce and Enterprise
Computing},
year = {2010},
pages = {pp.162-167},
month = {11},
url = {http://www.computer.org/portal/web/csdl/doi/10.1109/CEC.2010.32},
abstract = {Service oriented architectures provide modular service components
which can be combined to complex services.

Besides the problem of finding optimal combinations of service components the
quality of the overall service (the complex

service) is important. It is often assumed in literature that the quality of
the individual service components is expressed

as one single value (e.g. the average). In fact, we observe different
probabilities for certain quality levels which are

summarized in a probability distribution of the service level indicators. Given
the distribution of the quality levels of the

individual service components we present an approach to aggregate these
distribution functions. As such, we are able to

derive one distribution function for the overall complex service. The distribution
function of the complex service carries much

more information than a single value. This fact is essential for analyzing,
managing and controlling the overall process in

order to detect weaknesses and to approve overall quality.}}

					

@Inproceedings{CitationKey,
author = {Knapper, Rico and Blau, Benjamin and Speiser, Sebastian and Conte,
Tobias and Weinhardt, Christof},
title = {{Service Contract Automation}},
booktitle = {Proceedings of the 16th Americas Conference on Information Systems
(AMCIS)},
year = {2010},
address = {Lima, Peru},
note = {Paper 363},
url = {http://aisel.aisnet.org/amcis2010/363/},
abstract = {Today’s transition from a product- to a service-oriented economy
implies fundamental technical, organizational and economic challenges. The trend
of compensating missing core competencies by requesting business services from
external providers to be integrated in internal end-to-end processes has recently
gained tremendous momentum. Nevertheless, service level agreements between the
parties involved are still specified for each service entity that is part of
composite business services which results in a managerial overhead generated
from multiple contractual relations. The contribution of this paper is threefold:
(i) We analyze the fundamental requirements in the context of describing services,
quality and agreements as well as their aggregation in a generic manner. Based
on the results, we (ii) provide a holistic framework that enables the automation
of service contracts for composite business services. Facilitating semantic
technologies we provide means for describing service quality from a technical
and business-oriented perspective, adequate metrics as well as quality aggregation
operations in the context of composite business services. Furthermore, we (iii)
evaluate our framework based on an industrial application scenario.}}

					

@Inproceedings{CitationKey,
author = {Conte, Tobias and Blau, Benjamin and Knapper, Rico},
title = {{Networked Mechanism Design - Incentive Engineering in Service Value
Networks as Exemplified by the Co-Opetition Mechanism}},
booktitle = {Proceedings of the 16th Americas Conference on Information Systems
(AMCIS)},
year = {2010},
address = {Lima, Peru},
note = {Paper 396},
url = {http://aisel.aisnet.org/amcis2010/396},
abstract = {The software industry is currently experiencing a fundamental
transition from selling proprietary applications towards the provision of
networked services – i.e. modularized and specialized services composed in a
plug-and-play fashion in networked service systems. In such service systems,
participants’ interests need to be aligned with the network’s global objectives
in an incentive engineering approach. In more detail, this paper seeks to tackle
the challenge of coordinating self-interested service providers in a co-opetitive
environment by designing adequate mechanisms. However, “classic” mechanism design
focuses on design goals such as efficiency, incentive compatibility and budget
balance whose mere consideration does not always hit the target in service
networks. Incorporating the requirements that are imposed by newly arising
networked scenarios where a set of agents must cooperate to create value resulting
in a complex service, we propose a novel variation of mechanism design: networked
mechanism design. Following this approach, we present the co-opetition mechanism
as a possible instantiation of networked mechanism design which pursues
network-related goals such as network growth, a high degree of interconnectedness,
readiness to deliver, and fairness.}}

					

@Inproceedings{CitationKey,
author = {Knapper, Rico and Conte, Tobias and Blau, Benjamin and Richter, Hans},
title = {{PROSA – Process-Oriented Service Level Agreements for Providing a
Single Point of Contract}},
booktitle = {Proceedings of the Multikonferenz Wirtschaftsinformatik (MKWI)},
year = {2010},
address = {G\"{o}ttingen, Germany},
pages = {213--225},
abstract = {To assure the Quality of Services (QoS) of today's business services,

so called Service Value Agreements (SLAs) are concluded between the service
provider

and the service consumer. So far, SLAs mostly focus on a single service and
therefore a

multiple independent SLAs are needed to assure the quality of the customer's
end-to-end

business process. Thus, from a customer's perspective, there is a strong
requirement to

simplify this contractual structure by a single point of contract.

In this paper we provide the methodology PROSA (Process-Oriented Service Level
Agreements)

which embodies an approach to deal with the issue to align and aggregate multiple
SLAs into

a single point of contract, i.e. a single PROSA. An important aspect of PROSA
is the two-side

approach that covers both, the customer-side as well as the provider-side. The
methodology is

based on a provider metric to aggregate Service Level Objects on business process
level and on an

integrated view which covers the customer perspective, that is, a Service Value
Networks perspective.

We evaluate our concept by providing an industrial case study from the application
of a smart metering

process in the energy domain. The evaluation results are discussed in detail
and managerial

implications are derived that lead to strategic recommendations for implementing
PROSA in an enterprise context.}}

					

@Conference{CitationKey,
author = {Michalk, Wibke and Knapper, Rico},
title = {{RiPROSA

Risk-based Decisions for Process-Oriented Service Level Agreements}},
booktitle = {Group Decision and Negotiation (GDN)},
year = {2010},
address = {Delft, Netherlands},
month = {June}}