Privacy Management in Service Systems

Demand Postponement with Strategic Service Customers

Demand Postponement with Strategic Service Customers

개인정보자기결정권은 헌법전에 명문으로 규정되지 않았음에도 불구하고 헌법해석에 의해 기본권으로 인정되는 기본권이다. 그리고 개인정보자기결정권이라는 기본권은 정보화시대에 정보주체의 사생활 보호 등 여러 보호영역과의 관련성을 갖는 중요한 기본권이다. 그런데 메르스 사태 이후 현재의 코로나19 상황에 이르기까지 감염병 예방과 전파방지의 과정 속에서 개인정보의 제한과 침해에 대한 숙고와 검토가 필요하다는 것이 자명해졌다. 왜냐하면 실제로 코로나 19에 대한 효과적 대응을 위한 정보공개 시스템 실행의 이면에는 확진환자 개인의 사생활이 여과 없이 공개되는 부작용 발생이 적지 않았기 때문이다. 이미 국가인권위원회도 확진자의 과도한 사생활 노출로 인한 인권침해가 발생하지 않도록 해야 한다고 권고한 바 있다. 이러한 상황에 대한 문제의식을 바탕으로 이 글에서는 개인의 민감정보 등 개인정보 공개와 관련한 개인정보 보호법과 감염병 예방법의 관련 규정들을 상관적으로 검토하였다. 특히 개인정보자기결정권과 관련하여 감염병 예방법상의 정보공개와 관련된 규정인 제34조의2 규정을 중심으로, 확진자의 내밀한 사생활을 보호할 수 있는 세부적이고 합리적인 공개기준의 정립 여부와 특히 위치정보 등의 공개로 인한 권리침해의 문제에 대해 살펴 보았다. 일반적인 개인정보와 구분되는 개인위치정보의 특성을 고려할 때 개인위치정보가 개인정보 보호법상의 민감정보에 해당될 수 있는가, 개인위치정보의 분류에 관하여 온라인행태정보유형으로 생존하는 개인에 관한 정보로써 개인정보 가명가공정보익명가공정보 중 어디에도 해당하지 않는 정보유형으로 새로이 “개인관련정보”를 입안하는 방안의 검토, 감염병 예방법상 개인위치정보를 비롯한 개인정보를 제공하고 공개함으로써 발생될 수 있는 권리침해에 관한 대책과 절차에 대해 검토하였다. 개인정보에 관련된 법제는 그 정보의 보호와 이용이 동시에 고려되어야 할 필요가 있다. 즉 개인정보 관련법제는 ‘개인정보의 유용성 배려’와 ‘개인의 권리이익 보호’의 균형을 맞추는 병존적 구조를 반영한 것이어야 할 것이다. 다만 양법익 간의 관계에 있어서는 ‘개인의 권리이익 보호’가 우선적으로 고려되는 것이어야만 함은 물론이다. 안전사회 추구로 인한 부작용을 간과해서는 안되는 것도, 개인정보의 유통으로 인한 비재산적 손해에 대한 배상책임을 고민해야 하는 것 도 이러한 헌법정신에 기인한다고 하겠다. 감염병 예방법의 새로운 수정이 시작되어야 한다.The right to self-determination of personal information is a basic right recognized as a basic right by constitutional interpretation, even though it was not prescribed in the Constitution. And this right is an important basic right that has relevance to various areas of protection, such as protection of the privacy of the information subject in the information age. However, from the MERS outbreak to the current COVID-19, it has become apparent that it is necessary to consider and review the restrictions and infringements of personal information in the process of preventing infectious diseases and preventing transmission. This is because, in fact, behind the implementation of the information disclosure system for effective response to COVID-19, there were not a few occurrences of side effects in which the personal life of confirmed patients was disclosed without filtering. The National Human Rights Commission of Korea has already recommended that human rights violations should not occur due to excessive exposure of the confirmed person s private life. Based on the awareness of the problem in this situation, in this article, the related regulations of the Personal Information Protection Act and the Infectious Disease Control and Prevention Act related to the disclosure of personal information, such as personal sensitive information, were reviewed correlatively. In particular, with respect to the right to self-determination of personal information, detailed and reasonable disclosure standards have been established to protect the confidential personal life of the confirmed person, with a focus on Article 34-2, which is a regulation related to the disclosure of information in the Infectious Disease Prevention Act, and, in particular, disclosure of location information, etc., I reviewed the problem of infringement of rights caused by. Considering the characteristics of personal location information that are distinguished from general personal information, can personal location information correspond to sensitive information of the Personal Information Protection Act?, review of a plan to devise a new “personal-related information” as an information type, review measures and procedures for rights infringement that may occur by providing and disclosing personal information including personal location information in the Infectious Disease Control and Prevention Act. Legal systems related to personal information need to consider the protection and use of the information at the same time. In other words, the legislation related to personal information should reflect the coexistence structure that balances “consideration of the usefulness of personal information” and “protection of individual rights and interests”. However, in the relationship between the two legal interests, ‘protection of individual rights and interests’ should be given priority. It can be said that this constitutional spirit should not overlook the side effects caused by the pursuit of a safe society and the need to consider liability for compensation for non-property damages caused by the distribution of personal information. A new modification of the Infectious Disease Control and Prevention Act must be initiated.

Digital service systems have dominated our daily lives for satisfying various demands with almost no time and location constraints. Service providers need to take necessary actions to change specific behaviors of service systems to optimally comply with continuously-changing internal and external factors, e.g., new-issued laws and regulations, temporal and spatial distribution of user demands. This is called governance of service systems. Although there have been many approaches for guiding service system design, there are no systematic approaches for the design of the corresponding governance systems. By unifying existing studies on service governance, we propose a conceptual model and the corresponding design process of governance systems. A case study on the governance of an e-Business service systems is briefly demonstrated. Several challenges and opportunities are listed for future research. To sum up, this paper attempts a doable approach of "governing digital service systems by digital governance systems".

An Intentional Approach to the Engineering of Knowledge-intensive Service Systems

Moving towards a Non-Dyadic View on Service Systems and its Operationalization – Applying the Hypergraph-based Service System Model

Waiting has been a significant concern for healthcare services. We address this issue in the context of a two‐tier service system in this study. A two‐tier healthcare service system consists of two different service providers, typically one public service provider and one private service provider. In a baseline model, the two service providers are modeled by two queue servers, which charge each patient a common fixed fee for the service. Then, we study a queue model in which one service provider offers a subsidy or charges a premium while the other maintains the fixed service fee. This system provides a mechanism to segment patients along their waiting time cost through price discrimination. We analyze the problem from both the perspective of minimizing total waiting cost for all patients and the perspective of maximizing social gain for the public service provider or profit for the private service provider. We show that this model can significantly alleviate the burden of waiting for patients. The study addresses the design, the efficiency, and the implementation of two‐tier healthcare service systems. Copyright © 2017 John Wiley & Sons, Ltd.

This study investigated whether norms of self-disclosure of one's online and offline identity are linked to online disclosure of personal and intimate information. We expected online disclosure of personal and intimate information to be associated with norms of online disclosure. Secondary analysis of the 2006 Pew and American Life Survey of parents and teens data set was conducted to test the study's hypotheses. A weak relationship emerged between adherence to norms supporting the disclosure of offline and online personal information. Supporting theories of computer-mediated communication, our findings show a strong relationship between adherence to norms of online identity disclosure and the disclosure of personal information online through the posting of personal photos, videos, and an online profile.

Chat service in a multichannel system under competition where customers are boundedly rational

As the development of Service-oriented architecture and service engineering, they have been generally adopted as the architecture and engineering method of software. More and more service applications and systems are constituted by distributed resources and web services which means more challenges in dynamic, varied and complex network environment. At the same time, the dependence and interactivity between the elements of networked service systems result in faults and difficulties in understanding and upgrading system and making the systems much more weakness. In this paper, according to the dynamic characteristics of the networked service system, we propose a network characteristics measure method and metrics for service system (MSS). Service system is defined by the descriptions of six important parameters at system level, which include service complexity, service cooperation relationship factor, service node factor, service cooperation factor, and service composition factor. Then the corresponding simulation is introduced by using the characteristics measure method and the analysis of the simulation results is also given. At last, a dynamic on-demand service composition algorithm based on MSS is designed and its feasibility and effectiveness are verified.

We compare person-to-person service encounters with those in which the service provider is an information system to identify the capabilities needed to personalize a service encounter. We suggest “substituting information for interaction” as a principle that unifies these different types of encounters whenever the information needed to create value in a service system accumulates incrementally through human or automated customer interactions. We review research and practice in computer science, artificial intelligence, data mining, machine learning, and information systems design to bring an interdisciplinary robustness to our conceptual proposal. Human service providers and automated service systems both need (1) a service model manager that stores information about how a customer requests a service; (2) a customer model manager that stores information about customers and preferences; (3) a recommendation system manager that uses service models, customer models, and contextual information to adapt the service at delivery time; (4) a learning system that analyzes previous service encounters to refine service and customer models, and a (5) service monitoring system that monitors the status of service delivery. The substitution concepts and mechanisms we propose highlight the range of design choices and help managers evaluate whether a human interaction or information exchange creates or undermines value in a service system.

Since its inception Service Science has created a substantial body of knowledge about services and their provision. Most notably, the concept of Service System was defined in order to describe the co-creation of value by the service provider and customer. We introduce the concept of Appreciative System defined by Vickers in the study of the way individuals and organizations apprehend and act on their environment. We show how the appreciative system concept can be applied to a service system model with the SEAM enterprise architecture method.KeywordsService SystemEnterprise ArchitectureRequirement EngineerSoft System MethodologyViable System ModelThese keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

The objects of the study were different systems of service and financial cover for the diagnostics, prophylactic activities and expertise of occupational diseases (ODs) in Bulgaria as well as in some Central European countries. The Aim of the study was to investigate different systems of a service and a financial cover for the medical activities on ODs in Bulgaria and in some Central European countries, and to find a decision for the existing problems in Bulgaria. Materials: The information from the existing legislative acts on ODs in Bulgaria, as well as the information from the Central European countries acts in Internet Web pages of the WHO collaborating centers on occupational, centers of public health as well as clinics on ODS was studied. Discussion: There is well organized and structured system on ODs in Bulgaria, but there are some problems as well. With regard to this it is necessary to ensure a different financial cover for medical activity concern diagnostics and treatment on ODs. It is compulsory to be improved the qualification on occupational diseases of specialists on "ODs", specialists on "occupational medicine", as well as general practitioners and other clinicians in our country. Scripta Scientifica Medica 2009; 41(1): 57-60.

In this paper, a unified definition of the service system is proposed. The motivation of this research effort is based on our observation that there are diverse definitions or descriptions of the service system in the literature and they have not provided an identity of the service system. Our goal to define the service system is thus to establish its identity. The most salient feature in our definition is the introduction of three subsystems in a service system: infrastructure, substance, and management. The substance flows over the infrastructure under the constraints of management. A service is established at the moment when the substance interacts with the human to cause a change in the human's status or state under a protocol, which further meets the human's request and need. With this new definition, a service system can be distinguished from other systems, such as manufacturing system, agricultural system, and product system. The new definition will be useful to classification of various service systems and various theories for service systems, which is the key to knowledge management for service systems and to optimization of design and management of service systems.

The importance of technologies for services has been remarkably emphasized recently with the terms “digitalization” and “smart service systems.” Technologies, especially information and communications technologies, have been regarded as an important driver of innovating services, and various researchers of services and service systems have investigated the development of technology-assisted service systems and their methods. However, few studies report how to generalize and disseminate developed service systems and technologies for other service systems. This type of study is essential to expand the impact of the study on technology-assisted service systems on the industrial and societal levels. As our research question, we examined the necessary processes and deliverables to develop and disseminate technology-assisted service systems. We analyzed five cases of a service engineering research project in Japan that aimed at improving service industry productivity through disseminating developed technologies. We conducted semistructured interviews with the researchers responsible in each case. As a result, we clarified the generalization process through continuous codevelopment with stakeholders in the same or different service systems. We also specified a set of research outputs: technology, activity guideline, and application process, designated as a technological support model for a service system. The features of these outputs can be emphasized by categorizing them into three types: knowledge-worker support model, organization management support model, and association management support model. These processes and outputs provide a practical guideline for developing and disseminating technology-assisted service systems effectively.