Reinforcing Service Level Agreements in Tourism Sector The Role of Blockchain and Mobile Computing

As service-orientation gathers traction in enterprise engineering, more and more business processes and capabilities alike are wrapped up and viewed as services in today's digital enterprises. Critical to the success of service provisioning is the notion of service level agreement that captures the service provider's commitment in providing a service. Pragmatically, this concept describes not only computer-interpretable factors (e.g., reliability, payment), but also penalty rules of the commitment that to state what to do in case of breach of contract. This paper is dedicated to the reinforcement of the service level agreements. When it comes to service digitization, it is our finding that mobile computing plays a vital role in digitizing the service level agreements, making them reinforceable if coupled with Blockchain's smart contracts. We demonstrate our approach to reinforcing the service level agreements in tourism sector.