Showing papers on "Service level objective published in 1997"

Specification of the Controlled-Load Network Element Service

Abstract: This memo specifies the network element behavior required to deliver Controlled-Load service in the Internet. Controlled-load service provides the client data flow with a quality of service closely approximating the QoS that same flow would receive from an unloaded network element, but uses capacity (admission) control to assure that this service is received even when the network element is overloaded.

Measuring physical distribution service quality

Abstract: The quality of the physical distribution service industrial purchasers receive from suppliers has been shown to be an important consideration in industrial purchasing decisions. To better understand the criteria used to assess physical distribution service quality, the authors examined the literature on physical distribution and service quality and conducted interviews with purchasing managers. Based on the results of the literature reviews and interviews, plus a two-step data-gathering process, a valid and reliable measurement instrument for perceptions of physical distribution service quality (PDSQ) was developed and refined.

Analysis and validation system for provisioning network related facilities

Abstract: An administration system for a public switched telephone network (PSTN) includes a service order processing system receiving a service request from a customer requesting service for a customer location, and determining whether the service request is provisionable responsive to the service request and predetermined criteria. When the service order processing system determines that the service request is provisionable, automatically provisioning customer facilities including at least one of a domain name, a user name, a customer network address, and an electronic mail address, to execute the service request based upon information stored by the service order processing system. The information includes customer identification data and customer facility data, and the information is maintained by the service order processing system without substantially altering the customer facility data.

Service loyalty: implications for service providers

Abstract: Service industries have been, and will continue to be, largely responsible for much of the domestic and international economic growth in the USA. Service loyalty, which can be obtained by building relationships and providing excellent customer service, is often the key factor that builds competitive advantage for service providers. The main goal article is to provide a conceptual framework for service loyalty, but one that is not based on empirical support. Contends that this framework can assist service providers in determining the type of loyalty conditions that are likely to exist for specific service industries. Offers in addition some guidelines with which to devise appropriate marketing strategies for each service loyalty condition.

Service encounter dimensions ‐ a dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnel

Abstract: Selling services supposes that customers and personnel meet. This service encounter is not haphazard. Behind each ordinary exchange, there are rules that everybody is supposed to follow. This paper looks at the different components of service encounter that are relevant for assessing service quality. A dyadic face‐to‐face survey undertaken in local branches of the ANPE Agency (the French National Agency for Employment) studies the perceptions of both personnel and customers. Using exploratory and confirmatory factor analyses, proposes a scale measuring the dimensions of service encounter.

Competing in Product and Service: A Product Life-Cycle Model

Abstract: In this paper we develop a product life-cycle model that studies a set of strategic choices facing manufacturers as they design the joint product/service bundle for a product which may require maintenance and repair support after its sale. The choice parameters of interest include the product price, the quality of after-sales service and the price to be charged for the after-sales service. We adopt a competitive, game-theoretic as opposed to single-firm optimization framework, where there is competition for the provision of after-sales service between the manufacturer and an independent service operator. The product price and the service quality/price are characterized by an equilibrium to a sequential game. The resulting outcome is applied to support the valuation of alternative product designs in explicit consideration of the tradeoff between profit from product sale and from the provision of after-sales service. The model can also be used to evaluate the asset value of a firm's customer base.

Relationships between determinants of hospital quality management and service quality performance—a path analytic model

Abstract: The purpose of quality management in hospitals is to establish a system that measures and manages patient care in a way that provides the optimal care for all patients. This study empirically explores the relationship between hospital quality management and service quality performance for a sample of US community hospitals using a path analytic model. The research reveals strong relationships between hospital service quality performance and the analysis of service process and workforce development. The data also indicate that medical technology investment alone does not contribute to a significant improvement in hospital service quality. It is the analysis of the health service process information collected using advanced technology that considerably contributes to health service quality improvement. In addition, the study shows that organizational cooperation, workforce development, medical technology investment, and information/process analysis mediate the relationship between health service quality and top management leadership.

Asymmetry of information and the service relationship: selection and evaluation of the service provider

Abstract: The relationship between consultants and their clients is characterized by a considerable asymmetry of information. In this type of relationship, the client is unable accurately to evaluate the quality of the service or advice purchased. The process of purchasing advice (in terms of both selection and evaluation) appears to be very complex, and most existing models seem unsuitable. However, this does not prevent market actors from developing responses to the problems of information asymmetry which characterize the consultancy relationship. Shows that, while these responses are manifested mainly in the form of visible institutions, non‐institutional responses, including personal relations and networks of contacts and co‐operation, are often more important.

The impact of staff empowerment and communication style on customer evaluations: The special case of service failure

Abstract: Empowering front-line staff to deal with service failures has been proposed as a method of recovering from service breakdown and ensuring greater customer satisfaction. However, no empirical study has investigated consumer responses to empowerment strategies. This research investigates the effect on customer satisfaction and service quality of two employee characteristics: the degree to which the employee is empowered (full, limited, and none), and the employee's communication style (accommodative - informal and personal, and underaccommodative-formal and impersonal). These employee characteristics are studied within the context of service failures. Subjects were shown videotaped service scenarios, and asked to complete satisfaction and service quality ratings. Results revealed that the fully empowered employee produced more customer satisfaction than the other conditions, but only when the service provider used an accommodating style of communication. Fully empowered and nonempowered employees were not judged differently when an underaccommodating style of communication was adopted. (C) 1997 John Wiley & Sons, Inc.

IMT-2000: service provider's perspective

Abstract: This article provides an overview of the important issues for the development of the next generation of wireless access systems from the service provider's perspective. The specifications for this future global wireless access system (IMT-2000) are currently being developed within the International Telecommunication Union (ITU).

After‐sales service ‐ necessary evil or strategic opportunity?

Abstract: In response to questions about how to provide the correct level of after sales service in the face of shifting customer needs and expectations, SLC Consultants, Inc. has developed an after‐sales service framework, which examines the costs customers absorb when their equipment fails. Describes a framework which helps manufacturers identify the most cost‐effective service strategies for different customer segments, and determine how these strategies should influence equipment design. Suggests that the framework can also be used to predict how product and service strategies must change in response to new technologies and evolving customer needs.

Service provider training programs at odds with customer requirements in five‐star hotels

Abstract: Service providers are recognizing the importance of customer service and are investing considerable amounts of effort, time and other resources into training programs to improve customer service. Customers, on the other hand, are demanding greater levels of service. The importance of customer expectations of service quality has been acknowledged. However, there are relatively few studies which address the extent to which customer expectations of service quality and their subsequent assessment of the service compares with that of the service providers and even fewer which try to redress the issue through training programs. Builds on the existing literature and reports the results of a three‐phased study which investigates the mismatch between customers’ and employees’ assessments of service in five‐star hotels. Concludes with practical implications and recommendations for service provider training programs.

Service guarantees and consumers’ evaluation of services

Abstract: Investigates consumer perceptions of the utility of service guarantees in a table service restaurant setting. Uses conjoint analysis to determine the utility consumers assign to restaurants that varied along different levels of price, speed of service, quality of food, courtesy of server and service guarantee. The presence of an explicit service guarantee is not uniformly desirable in the selection of a table service restaurant.

The Impact of Consumer Involvement on the Consumers' Perception of Service Quality-Focusing on the Korean Hotel Industry

Abstract: The consumers' evaluations of service quality may be impacted by their assessments of the actual service received, the service provider, and/or the service facility. Within a service marketing context, the more an individual believes the service is personally relevant, the more involved the individual may become with various aspects of the service. This study integrates these two important variables in consumer behavior, which are consumer involvement and service quality. This paper investigates the effect of consumer involvement on the consumer's perceived service quality by focusing on the Korean hotel industry.

Service Accelerator (SEA) system for supplying demand oriented information services

Abstract: An information service system is proposed to satisfy the requirements for use, provision and guarantee of service, from the standpoints of end users, service providers and network providers. The service is defined according to three views: customization (who is requesting information service), situation (where and when they request it) and quality (how important the request is). These requirements are achieved by three basic techniques: (i) discernment of the service from the three views, (ii) broad action to access the related service providers or end users on the basis of the discernment, and (iii) synchronization to integrate the multiple information provided from the broad action. This information service system, called SEA (SErvice Accelerator), is realized as a service platform in an open environment so as to coexist with conventional systems and attain flexible services.

Balance Theory Applied to Service Quality: A Focus on the Organization, Provider, and Consumer Triad

Abstract: As quality experts have focused primarily on manufacturing, theoretical frameworks for examining quality in the service sector are lacking. In order to fill this gap, Heider's (1958) balance theory is applied to explain how service organization, service provider, and consumer interrelationships influence service quality. Propositions are offered pertaining to: (a) how and why positive or negative relationships among the parties in this triad are developed, and (b) the consequences of these relationships on service quality, affective outcomes, and withdrawal behaviors. Examination of the “service triangle” within this framework can enhance understanding of quality service delivery and guide future research efforts in the continuous improvement domain.

Communications systems with quality of service parameters

Abstract: A communications system may be used for transmitting and/or receiving data over a network. The communications system includes means responsive to requests for a desired quality of service specifying at least two quality of service parameters, such as bandwidth, latency, error rate, and so on, for determining whether or not the requested quality of service is available. The quality of service requests specify the desired quality of service in terms of logical expressions involving two or more of said at least two quality of service parameters. This allows, for example, a desired quality of service to accept a higher error rate if the available bandwidth is higher. In the preferred embodiment, each quality of service parameter is specified in terms of a range between minimum and a maximum acceptable values.

System for achieving local number portability

Abstract: A system for maintaining a customer's telephone number when a switch from one service provider to a second provider is made interfaces with a regional customer number database to keep track of local numbers and the corresponding local service provider which services each number. Service providers interface with the database and obtain information at the telephone number level that permits individual providers to determine which carrier is providing service to which telephone number. A neutral third party maintains and administers the database allowing free access by any participating provider.

Communications between service providers and customer premises equipment

Abstract: A service provider accesses the customer premises equipment of an end user via a broad based data network such as the Internet. Security precautions are described for insuring that alias users cannot access the customer premises equipment. Advantageously, a service provider may provide service over a very wide area without incurring excessive telecommunications services charges. Advantageously, many service providers can readily access the customer premises equipment of a single end user.

Quality of service in telecommunications

Abstract: Key issues of quality of service review of major studies a framework for quality of service management customers' quality of service requirements quality of service offered quality of service delivered customer's perception of quality of service service surround and service management network-performance engineering network integrity economics of quality of service role of standards role of user groups role of regulation comparisons of quality of service practical management of quality of service quality of service: the future standardising the framework.

Using norms to improve the interpretation of service quality measures

Abstract: The assessment of service quality has proven to be an important consideration for managers and researchers. The dominant service quality framework posits that consumers consider both their own expectations and service provider performance when evaluating service quality. In recent years, however, debate has emerged on how this comparison process should be operationalized and comparative analyses have been performed to assess the psychometric properties and diagnostic usefulness of different operationalizations. Reviews problems in the interpretation of service quality measures and demonstrates the additional diagnostic meaning imputed to service quality scores through the development of measurement norms using a case analysis in a professional services context. Offers recommendations on the measurement of service quality.

Service control and management system

Abstract: Service control and management systems, and particularly a system for managing service provision on an hourly basis, are disclosed. The system includes smart cards issued to service recipients and/or individual service providers, smart card readers provided at the locations where services are provided for use at that time, and a host capable of communicating with said readers. Each reader comprises means for initiating a service provision transaction when a recipient card and/or provider card is inserted, means for resetting the service timer for the time between initiation of the transaction and the completion of the service, means for periodically recording service provision data in a non-volatile memory, and means for transmitting said data to the host. The system is useful for service provision management.

Network system, server device to be used for the same and record medium recording service provision program

Abstract: PROBLEM TO BE SOLVED: To select the party of competition over wide range. SOLUTION: A go competition service server 10 for providing a prescribed service to a previously registered specified party intermittently (periodically) collects information (member list) concerning a specified object registered at other competition servers A and B (providers) for providing the similar service while being connected through an internet 14 or the like and conditions concerning the party to mutually receive the provision of the service, namely, conditions concerning the party of competition are inputted from a terminal dedicated to go game together with a service providing request. This system determines the party of competition corresponding to the conditions while referring to the collected information and controls communication for mutually receiving the provision of the service such as the match of game between this determined party registered at the other provider and the service provision requesting terminal 22 dedicated to go game.

Using the elaboration likelihood model to guide customer service‐based segmentation

Abstract: Conceptualizes a model of customer service‐based segmentation derived from the elaboration likelihood model (ELM). Logistics organizations are utilizing improved customer service to achieve competitive advantage. However, these firms must segment customers to avoid escalating their service platform to those unlikely to provide adequate return. Based on ELM‐established relationships, proposes the following model: buying firms that demonstrate a high level of involvement with a product offering and show high organizational visioning are more likely to give ample consideration to the service improvements in their purchase decisions. In turn, these customers’ commitment to that product offering will be persistent and resistant to change ‐ leading to improved buyer loyalty.

Electronic authenticating and notarizing method and its system

Abstract: PROBLEM TO BE SOLVED: To realize the authentication/notarization service required for an electronic business transaction in an open network environment. SOLUTION: A service provider device 130 sends contract information including contract contents to service reception devices 140, 141 of service recipients 110, 111 being contractors, the service reception devices 140, 141 receiving the contract information generate one-party signed contract information sets 161, 162 that result from applying a signature of the service recipient to the contract information and transmit the information sets 161, 162 to the service provider device. The service provider device 130 receives the one-party signed contract information sent from the service reception devices 140, 141 and forms one document by combining the information sets, generates contract information 163 with a service provider sign resulting from applying the signature of the service provider to the document, stores the resulting information 163 and transmits it to the service reception devices 140, 141.