Providing Customer-Centric Service: Customization and Composition of Service on the Semantic Web

The Semantic Web promotes customer-centric approaches in the creation of value and upgrades the role of agents in the configuration of service and solutions for the customer. In this paper we provide a framework for exploiting Semantic Web opportunities in the selection, synthesis and performance of value adding activities for the end customer. The role of the mediator is extended beyond the automation of the process to allow for the identification customers’ implicit needs. We consider the use of WSMO for the development of such a customer-centric environment and outline the technological environment and some characteristic implementation features. Our purpose is to reveal the opportunities of Semantic Web for the development of customer-centric service models and to describe the role and functions of intermediaries in such environments.