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Formal modeling and verification of a service composition approach in the social customer relationship management system

Alireza Souri (Department of Computer Engineering, Science and Research Branch, Islamic Azad University, Tehran, Iran)
Amir Masoud Rahmani (Department of Computer Engineering, Science and Research Branch, Islamic Azad University, Tehran, Iran)
Nima Jafari Navimipour (Department of Computer Engineering, Tabriz Branch, Islamic Azad University, Tabriz, Iran)
Reza Rezaei (Department of Computer Engineering, Saveh Branch, Islamic Azad University, Saveh, Iran)

Information Technology & People

ISSN: 0959-3845

Article publication date: 20 February 2019

Issue publication date: 19 November 2019

797

Abstract

Purpose

The purpose of this paper is to present a formal verification method to prove the correctness of social customer relationship management (CRM)-based service composition approach. The correctness of the proposed approach is analyzed to evaluate the customer behavioral interactions for discovering, selecting and composing social CRM-based services. In addition, a Kripke structure-based verification method is presented for verifying the behavioral models of the proposed approach.

Design/methodology/approach

Evaluating the customer behavioral interactions using the social CRM-based service composition approach is an important issue. In addition, formal verification has an important role in assessing the social CRM-based service composition. However, model checking can be efficient as a verification method to evaluate the functional properties of the social CRM-based service composition approach.

Findings

The results of model checking satisfied the logical problems in the proposed behavior model analysis. In the statistical testing, the proposed URM mechanism supported the four knowledge creation process conditions. It was also shown that the percentage of state reachability in the URM with KCP conditions is higher than the URM mechanism without supporting KCP conditions.

Originality/value

The comparison of time and memory consumption of the model checking method shows that the social CRM-based service composition approach covers knowledge process features, which makes it an efficient method.

Keywords

Citation

Souri, A., Rahmani, A.M., Navimipour, N.J. and Rezaei, R. (2019), "Formal modeling and verification of a service composition approach in the social customer relationship management system", Information Technology & People, Vol. 32 No. 6, pp. 1591-1607. https://doi.org/10.1108/ITP-02-2018-0109

Publisher

:

Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited

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