Accounting trustworthiness requirements in Service Systems Engineering

Abstract

Trustworthy services are essential for sustainable digitization, especially during ever more demanding times when it comes to service expectations, quality and consumption. Putting the human being behind the service consumer at the centre of service systems engineering also means identifying which requirements are beneficial for the actual usage of the service. Previous research has shown that the degree of trustworthiness of a digital system is directly related to the potential use of the same. Yet, there is a lack of empirical data on the perception of trustworthiness of different systems and approaches on how to integrate these aspects as requirements in disciplines such as Service Engineering in academia. This paper aims to provide insights into a recent empirical study that collected views on the importance of trustworthiness attributes of various digital services and how these results can potentially be integrated into Service Systems Engineering via a Requirements Engineering approach. The base is a multidisciplinary view of trustworthiness in sociotechnical systems. In this expert survey, the perspectives are manifested by trusted Wifi, conventional WebAPIs, AI WebAPIs, and mediation services. Thus, differences in social, technical and socio-technical, as well as with AI-enabled services will also be highlighted. Utilizing the basic approaches of Trust Engineering, Trust determinants are incorporated and empirically evaluated in this study and give new insights into trustworthy Systems Engineering as well as relevant and potentially counter-intuitive features.

Keywords: Requirements Engineering, Sociotechnical Systems, Systems Engineering, Trust Engineering, Service Engineering

DOI: 10.54941/ahfe1003767