Projekt : Analiza in smernice razvoja uporabniško usmerjenih e

67 Pages·2010·0.47 MB·Slovenian

Projekt: Analiza in smernice razvoja uporabniško usmerjenih e-storitev v Sloveniji
Program: »Konkurenčnost Slovenije 2006-2013« v letu 2008

Priloga A: definicije e-storitev

Avtor dokumenta: dr. Marjan Heričko, dr. Gregor Polančič, Boštjan Šumak
Ime datoteke: eSe-Priloga_A.docx
Datum zadnje spremembe: 10. marec 2010
Število strani: 67
Analiza in smernice razvoja uporabniško usmerjenih e-storitev v Sloveniji

Generične definicije e-storitev
V spodnji tabeli (Tabela 1) so podani rezultati sistematičnega iskanja splošnih definicij e-storitev.
Tabela 1: Pregled definicij e-storitev
Definicija e-storitve v izvirnem Slovenski prevod definicije Bibliografski opis vira v Harward Vir
jeziku e-storitve stilu
An interactive, content-centered and Interaktivna storitev, vsebinsko središče Ko de Ruyter, Martin Wetzels, Mirella http://www.emeraldinsight.com/Insight
Internet-based customer service, driven in podpora strankam preko interneta, ki Kleijnen (2001). Customer adoption of /ViewContentServlet?contentType=Arti
by the customer and integrated with jo poganja stranka in je integrirana s e-service: an experimental cle&Filename=Published/EmeraldFullTe
related organizational customer support sorodnimi organizacijskimi procesi za study. International Journal of Service xtArticle/Articles/0850120205.html

processes and technologies with the podporo strankam. Tehnologija Industry Management. 12, pp.?.
goal of strengthening the customer- namenjana krepitvi odnosov s
service provider relationship. strankami.
Distributed services that can be Porazdeljene storitve do katerih lahko Jie Meng, Krithivasan, R., Su, S.Y.W., http://ieeexplore.ieee.org/stamp/stam
accessed programmatically on the dostopamo programatično na internetu Helal, S. (2001). Flexible inter-enterprise p.jsp?arnumber=01021240
Internet, using SOAP messages and the z uporabo SOAP sporočil in protokola workflow management using e-
HTTP protocol HTTP. services. E-Commerce and Web-Based
Information Systems. ?, pp.43-50.
Deeds, efforts or performances whose Dejanja, prizadevanja ali nastop tistih, Jennifer Rowley (2006). An analysis of http://www.emeraldinsight.com/Insight
delivery is mediated by information katerih dostava je posredovana z the e-service literature: towards a /ViewContentServlet?contentType=Arti
technology (including the Web, informacijsko tehnologijo (Vključujoč research agenda. Internet Research. 16, cle&Filename=Published/EmeraldFullTe
information kiosks and mobile devices). splet, informacijske točke in mobilne pp.339-359. xtArticle/Articles/1720160307.html
Such e-service includes the service naprave). Takšne e-storitve vključujejo
element of e-tailing, customer support elemente storitev sledenja, podporo
and service, and service delivery strankam in dostavo storitev.
The interaction between the service Interakcija med ponudnikom storitve in Heston Surjadjaja, Sid Ghosh, Jiju http://www.emeraldinsight.com/Insight
provider and the customer through the stranko preko interneta Antony (2003). Determining and /ViewContentServlet?contentType=Arti
Internet. assessing the determinants of e-service cle&Filename=Published/EmeraldFullTe
operations. Managing Service xtArticle/Articles/1080130105.html
Quality. 13, pp.39-53.
Priloga A: definicije e-storitev Stran 2
Analiza in smernice razvoja uporabniško usmerjenih e-storitev v Sloveniji

Definicija e-storitve v izvirnem Slovenski prevod definicije Bibliografski opis vira v Harward Vir
jeziku e-storitve stilu
An act or performance that creates Akt ali nastop tistih, ki kreirajo in Charles F. Hofacker, Ronald E. http://myweb.fsu.edu/chofacker/pubs/
value and provides benefits for zagotavljajo ugodnosti za stranke skozi Goldsmith, Eileen Bridges, Esther Hofacker_Goldsmith_Bridges_Swilley_2
customers through a process that is proces, ki je shranjen kot algoritem in Swilley (2007). E-Services: A Synthesis 007.pdf
stored as an algorithm and typically tipično implementiram kot mrežno and Research Agenda. Journal of Value
implemented by networked software. programje. Chain Management. 10, pp.13-44.
All interactive services that are Vse interaktivne storitve na spletu Kenneth K. Boyer, Roger Hallowell, http://www.sciencedirect.com/science?
delivered on the Internet using uporabljajo napredne Aleda V. Roth (2002). E-services: _ob=ArticleURL&_udi=B6VB7-45CXCKP-
advanced telekomunikacijske. Informacijske in operating strategy—a case study and a 4&_user=940034&_rdoc=1&_fmt=&_ori
telecommunications, information, and multimedijske tehnologije method for analyzing operational g=search&_sort=d&view=c&_acct=C000
multimedia technologies. benefits. Journal of Operations 048764&_version=1&_urlVersion=0&_u
Management. 20, pp.175-188. serid=940034&md5=61a254132e929c8
a5e4b6e8b6a3bd8fb

A web-based service that undertakes Spletna storitev, ki opravlja tansakcije, Jinsong Ouyang, Akhil Sahai, Vijay http://www.hpl.hp.com/techreports/20
transactions, solves problem and does rešuje problem in izvaja koristno delo. Machiraju (2001). An Approach to 01/HPL-2001-34.pdf
useful task. E-services are accessible at E-storitev so dostopne po vsem znanem Optimistic Commit and Transparent
well know Uniform Resource Locator URL spletnem naslovu. Nekatere od teh Compensation for E-Service
addresses. Some of these E-services are e-storitev so samostojne in izvajajo Transactions . HPL. 34, pp.17.
stand-alone and perform their tasks on lastna opravila, nekatere e-storitve pa
their own. However, some of these E- so odvisne od drugih e-storitev, ki
services depend on other e-services to izvajajo njihova opravila. Takšne
perform their tasks. Such composite e- sestavljene e-storitve poznajo njihove
services either know their partner e- partnerske e-storitve vnaprej skozi
services in advance through pre- predpogajanja (Npr spletni portali kot
negotiated understanding, (e.g. web sta Expedia in Travelocity) oz.
based portal sites like expedia, dinamično odkrivajo e-storitve in jih
travelocity) or dynamically discover priključijo.
other e-services and enter into
contracts with them.
A web-based service (Reynolds, 2000a; Spletna storitev dostopna preko Heston Surjadjaja, Sid Ghosh, Jiju http://www.emeraldinsight.com/Insight
Sara, 2000) delivered through the svetovnega spleta. Antony (2003). Determining and /ViewContentServlet?contentType=Arti
Internet. assessing the determinants of e-service cle&Filename=Published/EmeraldFullTe
operations. Managing Service xtArticle/Articles/1080130105.html
Quality. 13, pp.39-53.
Priloga A: definicije e-storitev Stran 3
Analiza in smernice razvoja uporabniško usmerjenih e-storitev v Sloveniji

Definicija e-storitve v izvirnem Slovenski prevod definicije Bibliografski opis vira v Harward Vir
jeziku e-storitve stilu
An activity in a system that (1) is Aktivnost v sistemu, ki jo zagotavljata Vadim Kotov, Holger Trinks (2000). http://www.hpl.hp.com/techreports/20
provided by a server, (2) is requested by strežnik in klientove zahteve oz. drugi Optimization of E-Service Solutions with 00/HPL-2000-
clients or by servers that need another strežniki s svojimi storitvami za the Systems of Servers Library .HPL. 54, 54.pdf?jumpid=reg_R1002_USEN
service to satisfy the original service izpolnitev prvotnih zahtev porabi nekaj pp.19.
request (secondary service), (4) sistemskih sredstev na strežnikih oz. v
consumes some system resources both sistemski infrastrukturi.
in servers and in the system
infrastructure, (5) competes for these
resources against other services.
The provision of service over electronic Priprava storitve čez elektronska Roland T. Rust,P. K. Kannan (2002). E- http://books.google.si/books?hl=sl&id=
networks such as the Internet (Rust and omrežja kot je internet. (Rust in Lemon Service: new directions in theory and YjvPFYUg-xcC&dq=what+is+e-
Lemon 2001). This notion of e-service 2001). Ta predstava estoritve vključuje practice. 1. ed. Australia: M.E. Sharpe. service&printsec=frontcover&source=w
includes not only services provided by a ne samo storitve posredovane s strani eb&ots=fQVfzqZiPx&sig=kXI02_yi747Do
typical service organization, but also tipičnih storitvenih organizacij, ampak G6UHT03c3xPpiE&sa=X&oi=book_result
those provided by goods manufacturers tudi tisti, ki izdelujejo izdelke in je njihov &resnum=2&ct=result#PPA4,M1

whose success vitally depends on the uspeh pretežno odvisen od kvalitete
quality of service. Thus, it is an njihovih storitev.
overarching customer-centric concept.
Provisioning of services over the world E-Storitve zagotavljajo storitve preko Roland T. Rust,P. K. Kannan (2002). E- http://books.google.si/books?hl=sl&id=
web. svetovnega spleta. Service: new directions in theory and YjvPFYUg-xcC&dq=what+is+e-
practice. 1. ed. Australia: M.E. Sharpe. service&printsec=frontcover&source=w
eb&ots=fQVfCpYdUq&sig=7KQBD-
gjkdLXt7Ls0axCYQP696Y&sa=X&oi=boo
k_result&resnum=2&ct=result#PPR10,
M1

An umbrella term for services on the Je krovni izraz za storitve na Internetu. ZDNET.com [online]. (2010) [Accessed http://dictionary.zdnet.com/definiti
Internet. E-services include e-commerce E-Storitve vključujejo storitve e- 31.1.2010]. Available from: on/e-services.html
transaction services for handling online trgovinskih transakcij za rokovanje s <http://dictionary.zdnet.com/definition
orders, application hosting by spletnimi naročili, gostovanje aplikacij in /e-services.html?tag=content;col1>.
application service providers (ASPs) and vsako zmožnost procesiranja ali
any processing capability that is obdelave, ki je dosegljiva preko
obtainable on the Web. interneta.
Priloga A: definicije e-storitev Stran 4
Analiza in smernice razvoja uporabniško usmerjenih e-storitev v Sloveniji

Definicija e-storitve v izvirnem Slovenski prevod definicije Bibliografski opis vira v Harward Vir
jeziku e-storitve stilu
Highly general/generic term usually E-storitve ali "eStoritve" je zelo splošni The free dictionary [online]. (2010) http://encyclopedia.thefreedictionary.c
referring to the provision of services via izraz, ki se običajno nanaša na [Accessed 31.1.2010]. Available from: om/e-services

the Internet (the prefix 'e' standing for zagotavljanje storitev preko interneta <http://encyclopedia.thefreedictionary.
"electronic", as it does in many other (kot v mnogih drugih primerih predpona com/e-services>.
uses). It is true Web jargon, meaning "e" pomeni "elektronske"). V pravem
just about anything done online. spletnem žargonu pomeni praktično
vse, kar je možno opraviti na spletu.
Highly general/generic term usually Zelo splošen pojem, ki opisuje ponudbo Wikipedia [online]. (2010) [Accessed http://en.wikipedia.org/wiki/E-Services
referring to the provision of services via storitev preko svetovnega spleta. V 31.1.2010]. Available from:
the Internet (the prefix 'e' standing for "spletnem" žargonu to pomeni, da <http://en.wikipedia.org/wiki/E-
"electronic", as it does in many other lahko uporabnik določeno storitev, ki bi Services>.
uses). It is true Web jargon, meaning jo sicer moral opravljati kje drugje
just about anything done online. This (urad, banka, zavarovalnica, bolnica,
page, for example, is an e-Service. It can trgovina ...) opravi od doma s svojim
cause confusion when used in računalnikom preko svetovnega spleta.
conjunction with "Support," as who Predznak e predstavlja electronic,
knows the difference between podobno kot v drugih definicijah. Ne
"eServices" and online Support. It is smemo pa pozabiti da obstaja razlika
often best to be avoided for this reason, med estoritvami in podporo preko
especially in Website navigation. e- spleta. eStoritve lahko ločimo na več
Services include "e-commerce", skupin, kot so: komercialne storitve
although they may also include non- (spletne trgovine ), vladne storitve
commercial services. Non-ecommerce (eDavki), ...
e-services include (at least some)
"eGovernment" services.
Priloga A: definicije e-storitev Stran 5
Analiza in smernice razvoja uporabniško usmerjenih e-storitev v Sloveniji

Definicija e-storitve v izvirnem Slovenski prevod definicije Bibliografski opis vira v Harward Vir
jeziku e-storitve stilu
Internet-based applications that fulfill Spletne aplikacije, ki izpolnjujejo Tiwana, A., Ramesh, B. (2001). E- http://ieeexplore.ieee.org/stamp/stam
service needs by seamlessly bringing potrebe storitve skozi združevanje services: problems, opportunities, and p.jsp?arnumber=00926311

together distributed, specialized porazdeljenih, specializiranih virov, da digital platforms. System Sciences.3,
resources to enable complex, (often omogočijo (pogosto realno časovne) pp.8.
real-time) transactions. Examples of e- transakcije.
services include supply chain
management, customer relationship
management (CRM), accounting, order
processing, resource management, and
other services that are electronically
delivered through theInternet. E-
services typically involve a series of
parallel executed transactions
performed by e-service providers as
they locate, negotiate, and handle
requests from each other. As such,
these services are self contained.
Priloga A: definicije e-storitev Stran 6
Analiza in smernice razvoja uporabniško usmerjenih e-storitev v Sloveniji

Definicija e-storitve v izvirnem Slovenski prevod definicije Bibliografski opis vira v Harward Vir
jeziku e-storitve stilu
Service available via the Internet that E-storitev lahko definiramo kot storitev, Akhil Sahai, Vijay Machiraju (2001). http://muse.jhu.edu/journals/eservice_
completes tasks, or conducts dostopno preko interneta, ki dokonča Enabling of the Ubiquitous e-Service journal/v001/1.1sahai.html

transactions and is accessible at a opravilo ali izvede transakcijo in je Vision on the Internet. e-Service
particular Uniform Resource Locator. E- dostopna na konkretnem URL-ju. E- Journal. 1, pp.5-19.
services that are capable of intelligent storitve, ki so sposobne inteligentne
interaction would be able to discover interakcije bi lahko bile sposobne
and negotiate with each other, mediate medsebojnega odkrivanja in pogajanja,
on behalf of their users and compose posredovanja namesto njihovih
themselves into more complex services. uporabnikov in združevanja v bolj
This composition could be static or kompleksne storitve. Takšno
dynamic. These e-services may also be združevanje je lahko statično ali
federated in nature. They interact dinamično. Takšne e-storitve so lahko
across management domains and združene tudi v t.i. federacije. Med
enterprise networks. For example, seboj lahko komunicirajo preko
priceline.com and expedia.com act as upravljalskih domen (management
the brokers for airlines, hotel and car domains) in poslovnih omrežij. Npr.
rentals respectively. They are statically priceline.com in expedia.com se
composed e-services that have pre- obnašata kot posrednika (brokers) za
negotiated understanding with certain letalsko družbo, hotele in
airlines and hotels and broker their izposojevalnice avtomobilov. Te e-
services through their portal sites. In storitve so statično združene, ki imajo
the emerging dynamic composition pred-pogajalsko razumevanje z
scenario, these e-services would enter določenimi letalskimi družbami in hoteli
into agreements on the fly. in posredujejo med temi spletnimi
portali. V nastajajočem dinamičnem
združevanju bodo lahko takšne e-
storitve lahko vstopile v medsebojno
dogovarjanje v realnem času.
Any object that can be invoked using Vsak objekt, ki ga lahko pokličemo Akhil Sahai, Vijay Machiraju (2001). http://muse.jhu.edu/journals/eservice_
Internet protocols qualifies as an e- preko internetnega protokola. Enabling of the Ubiquitous e-Service journal/v001/1.1sahai.html

service. Vision on the Internet. e-Service
Journal. 1, pp.5-19.
Priloga A: definicije e-storitev Stran 7
Analiza in smernice razvoja uporabniško usmerjenih e-storitev v Sloveniji

Definicija e-storitve v izvirnem Slovenski prevod definicije Bibliografski opis vira v Harward Vir
jeziku e-storitve stilu
Any asset that you make available via E-storitev je katerakoli pridobitev, ki je Giacomo Piccineli, Leonid Mokrushin http://user.it.uu.se/~leom/publicati
the Net to drive new revenue streams dostopna preko spleta, da bi vpeljala (2001). Dynamic e-Service Composition ons/dynamic-e-service-
or create new efficiencies. nove vire prihodkov ali prinesla večjo in DySCo. ICDCSW. 21, pp.6 composition.pdf
učinkovitost.

The provision of services over electronic E-storitve so skupek storitev preko Charles F. Hofacker, Ronald E. http://myweb.fsu.edu/chofacker/pubs/
networks. elektronskih mrež. Goldsmith, Eileen Bridges, Esther Hofacker_Goldsmith_Bridges_Swilley_2
Swilley (2007). E-Services: A Synthesis 007.pdf

and Research Agenda. Journal of Value
Chain Management. 10, pp.13-44.
Those services that can be delivered E-storitve so bile v preteklosti Charles F. Hofacker, Ronald E. http://myweb.fsu.edu/chofacker/pubs/
electronically. definirane kot storitve, ki jih lahko Goldsmith, Eileen Bridges, Esther Hofacker_Goldsmith_Bridges_Swilley_2
dostavimo elektronsko. Swilley (2007). E-Services: A Synthesis 007.pdf

and Research Agenda. Journal of Value
Chain Management. 10, pp.13-44.
Interactive services that are delivered interaktivne storitve, ki se dostavljajo na Charles F. Hofacker, Ronald E. http://myweb.fsu.edu/chofacker/pubs/
on the Internet using advanced internetu z uporabo naprednih Goldsmith, Eileen Bridges, Esther Hofacker_Goldsmith_Bridges_Swilley_2
telecommunications, information, and telekomunikacij, informacijskih in Swilley (2007). E-Services: A Synthesis 007.pdf

multimedia technologies večpredstavnostnih tehnologij and Research Agenda. Journal of Value
Chain Management. 10, pp.13-44.
An electronic service, availible on eStoritev je elektronska storitev, ki je na Microsoft Office Online [online]. (2010) http://office.microsoft.com/sl-
internet. voljo v spletu. [Accessed 31.1.2010]. Available from: si/help/HA010347391060.aspx

<http://office.microsoft.com/sl-
si/help/HA010347391060.aspx>.
Priloga A: definicije e-storitev Stran 8
Analiza in smernice razvoja uporabniško usmerjenih e-storitev v Sloveniji

Definicija e-storitve v izvirnem Slovenski prevod definicije Bibliografski opis vira v Harward Vir
jeziku e-storitve stilu
Modular, nimble, electronic services Modularne, agilne elektronske storitve, Search CIO [online]. (2010) [Accessed http://searchcio.techtarget.com/sDefini
that perform work, achieve tasks, or ki opravijo delo in opravila ali pa 31.1.2010]. Available from: tion/0,,sid182_gci535452,00.html

complete transactions. dokončajo transakcije. <http://searchcio.techtarget.com/sDefi
nition/0,,sid182_gci535452,00.html>.
E-services, a business concept E-storitve, poslovni koncept, ki ga je
developed by Hewlett Packard (HP), is razvil Hewlett Packard (HP), je ideja, da
the idea that the World Wide Web is se svetovni splet premika od
moving beyond e-business and e- elektronskega poslovanja in e-trgovanja
commerce (that is, completing sales on (e-commerce) v novo fazo, kjer se lahko
the Web) into a new phase where many ogromno število poslovnih storitev
business services can be provided for a ponudi potrošnikom preko spleta.
business or consumer using the Web. Nekatere e-storitve, npr. oddaljeno
Some e-services, such as remote bulk tiskanje na zalogo (ang. remote bulk
printing, may be done at a Web site; printing), so lahko izvedene preko
other e-services, such as news updates spletnih strani, druge, npr. osvežene
to subscribers, may be sent to your novice so lahko prijavljenim
computer. Other e-services will be done uporabnikom poslane na njihove
in the background without the računalnike. Naslednji tip e-storitev
customer's immediate knowledge. predvideva storitve, ki so lahko
izvedene v ozadju, brez posredovanja
oz. vednosti potrošnikov.
Just like normal services, but can be E-storitve so kot normalne storitve, Sybren de Kinderen, Jaap Gordijn http://www.springerlink.com/conte
ordered and provisioned via the vendar lahko z njimi upravljamo v celoti (2008). Reasoning about Substitute nt/8k1228h5666224w5/?p=8dda15
Internet completely. preko interneta. Choices and Preference Ordering in e- 44d3884d70b056cd8aa43f030a&pi=
Services. 1st. ed. Netherlands: Springer
61
Berlin / Heidelberg.
Priloga A: definicije e-storitev Stran 9
Analiza in smernice razvoja uporabniško usmerjenih e-storitev v Sloveniji

Definicija e-storitve v izvirnem Slovenski prevod definicije Bibliografski opis vira v Harward Vir
jeziku e-storitve stilu
Modular, nimble, electronic services E-storitve so modularne, pametne, http://vir.ukm.si/han/IEEEXplore/ieeex
that perform work, achieve tasks, or elektronske storitve, ki opravlajo neko plore.ieee.org/stamp/stamp.jsp?arnum
complete transactions. Almost any asset delo, dosegajo naloge ali zaključujejo ber=953143&isnumber=20604

can be turned into an e-service and transakcije. Na skoraj vsakem področju
offered efficiently via the Internet. E- lahko preko interneta
services will be modular units that uporabljamo/ustvarjamo e-storitve.
combine and recombine. Some will be Tako nastajajo modularne enote, ki
available on web sites, but others will združujejo in rekombinirajo. Nekatere
be delivered via TV, phone, or e-mail. bodo/so na voljo na spletnih straneh,
Some will even operate behind the druge s prenososm preko TV-jev,
scenes, automatically working on behalf telefonov ali elektronske pošte.
of consumers and providers. New Nekatere e-storitve se izvajajo v ozadju
services will be created from the in avtomatično opravljajo potrošnikove
dynamic composition of existing in dobaviteljeve akcije. Nove storitve
services, and service components will bodo ustvarjene iz dinamične sestave
be acquired dynamically through obstoječih storitev, storitvene
electronic marketplaces. komponente pa bodo ponujene na
spletnih mestih za prodajo.
Interactive, content-centered and E-storitve so interaktivne, vsebinsko- Christos Halaris, Babis Magoutas, Xenia http://www.bu.ac.th/knowledgecenter/
Internet-based customer services, centrirane in internetno podprte Papadomichelaki, Gregoris Mentzas epaper/jan_june2004/nittana.pdf

driven by the customer and integrated storitve, ki jih uporabljajo naročniki in (2007). Classification and synthesis of
with related organizational customer imajo podporo v organizacijskih quality approaches in e-government
support processes and technologies naročniških procesih in tehnologijah s services. Internet Research. 17, pp.378-
with the goal of strengthening of ciljem okrepitve odnosov naročnik- 401.
customer-service provider relationship. storitev.
A web-based service delivered through Spletno podprta storitev, ki je Christos Halaris, Babis Magoutas, Xenia http://www.bu.ac.th/knowledgecenter/
the Internet. dostavljena preko interneta. Papadomichelaki, Gregoris Mentzas epaper/jan_june2004/nittana.pdf

(2007). Classification and synthesis of
quality approaches in e-government
services. Internet Research. 17, pp.378-
401.
A web-based service that undertakes Spletno podrpta storitev, ki se zavezuje http://www.hpl.hp.com/techreports/20
transactions, solves problem and does za transakcije, rešuje problem in 01/HPL-2001-34.pdf

useful task. koristne naloge.
Priloga A: definicije e-storitev Stran 10