Managing the Normative Context of Composite E-services

As more and more companies provide their services over the Internet, the need to better understand and manage the normative context of composite services (including rights and responsibilities of all parties involved) becomes evident. Unfortunately the normative perspective of both individual and composite services seems to be left out from current e-service research and practice. Yet, this perspective of e-service provision is very important not only because of the possible legal consequences but also because of its implications on customer’s trust. The main objective of this paper is to investigates the normative perspective of a composite e-service offered by independent as well as affiliated service providers. It proposes a formal model of the normative context investigates the problem of its management and defines the requirements for a value-added service that could be used both by customers and providers of composite e-services.