Showing papers on "Service level objective published in 2001"

Service strategies within the manufacturing sector: benefits, costs and partnership

Abstract: This paper develops a typology of service maneuvers achieved by manufacturing companies. This typology is based on two dimensions: service specificity (split into customer service, product services and service as a product) and organizational intensity (tactical, strategic or cultural).The paper reviews the benefits and costs associated with service maneuvers and discusses their interplay with the typology. A collaborative option is proposed as an original strategy for supporting the challenging process of implementing a service maneuver, and the costs of running this option are developed in the light of the typology.

Cutting Corners and Working Overtime: Quality Erosion in the Service Industry

Abstract: The erosion of service quality throughout the economy is a frequent concern in the popular press. The American Customer Satisfaction Index for services fell in 2000 to 69.4%, down 5 percentage points from 1994. We hypothesize that the characteristics of services--inseparability, intangibility, and labor intensity--interact with management practices to bias service providers toward reducing the level of service they deliver, often locking entire industries into a vicious cycle of eroding service standards. To explore this proposition we develop a formal model that integrates the structural elements of service delivery. We use econometric estimation, interviews, observations, and archival data to calibrate the model for a consumer-lending service center in a major bank in the United Kingdom. We find that temporary imbalances between service capacity and demand interact with decision rules for effort allocation, capacity management, overtime, and quality aspirations to yield permanent erosion of the service standards and loss of revenue. We explore policies to improve performance and implications for organizational design in the service sector.

Paradoxes of Public Sector Customer Service

Abstract: The use of customer service ideas in government continues to be widespread, although the concept and its implications for public sector service production and delivery remain poorly developed. This paper presents a series of paradoxes related to customer service and its use in government. The central and most troubling paradox is that customer service techniques and tools applied to government may lead to increased political inequality even as some aspects of service are improved. The argument is structured by examination of the following: the predominant structural features of service management in theprivate sector, the assumption that customer satisfaction is a central objective of service firms, the understanding of customer service that informs current federal reform efforts, and the operational and political challenges of customer service as a public management objective.

Measuring and managing service quality: integrating customer expectations

Abstract: The pressures driving successful organisations toward top quality services make the measurement of service quality and its subsequent management of overall importance. The study compares four different methods for measuring service quality within an airline setting. Six instruments are used to measure the service quality of three international airline companies. The validity and reliability of the six different models is examined: it is concluded that unweighted SERVPEX methods are superior to the others. The dimensionality of quality in airlines is explored and three factors appear as determinants: tangibility, reliability, and customer care. The author states that understanding customer expectations is a prerequisite for delivering superior service, since customers evaluate service quality by comparing their perceptions of the service with their expectations. As a result, a model to manage expectations is proposed. A set of research directions is offered.

Service recovery attributions and word‐of‐mouth intentions

Abstract: The impact of service recovery attributions in determining consumers’ intentions of engaging in post‐recovery word‐of‐mouth behaviors is examined. Research questions are investigated utilizing satisfactory service recovery scenarios that vary in their perceived likelihood of reoccurrence (i.e. stability) and responsibility for the recovery (i.e. locus) in three service industries. Results indicate that consumers who have service failures satisfactorily corrected demonstrate a strong propensity to share positive information about their experience. As a person’s social network extends outward, stability and locus interact to influence intentions to discuss a service failure/recovery. A greater propensity to share information and higher levels of customer praise and recommendations were found for shorter service recovery times. Recommendations for customer service managers are provided.

Systems and methods for billing in information management environments

Abstract: Methods and systems for providing differentiated service that may be employed, for example, to deliver content or services in a network environment. Differentiated services that may be so delivered include both differentiated information service that may be implemented, for example, at the system and/or processing level, as well as differentiated business service that may be implemented, for example, to differentiate information exchange between different network entities such as different network provider entities, different network user entities, etc. The methods and systems may include or facilitate provisioning of system service parameters such as service level agreement (“SLA”) policies and may be employed in network computing system environments to enable differentiated service provisioning, for example, in accordance with business objectives.

Service failures and recovery in retail banking: the customers’ perspective

Abstract: Focuses on an empirical investigation of service failures and service recovery in retail banking. Different types of failures, and the recovery strategies used by Greek banks to respond to them, were identified using the critical incident technique. A survey questionnaire was then developed to measure customers’ perceptions of the magnitude of service failures and the effectiveness of service recovery strategies. A number of research hypotheses were tested relating to customers’ evaluations of particular banking failures and recovery strategies, their previous experience of failures, demographic variables, and relationships with their banks. Service failures were found to be of varying importance and different service recovery strategies more effective for particular failures; further, customers with long relationships or high deposits with their banks were more demanding with respect to service recovery.

Communication services through multiple service providers

Abstract: Apparatus and methods using a first service provider such as a WAN cellular service provider to initiate a communications exchange between a plurality of communications units and a second service provider such as WLAN service provider to provide enhanced communications services to the units has been disclosed and described.

Developing a comprehensive picture of service failure

Abstract: Much attention has been paid recently to the concept of service failure. In light of this, the paper develops a model of the potential outcomes from service failure. Results are utilised from interviews with business banking customers who have recently encountered a service failure. The results show that service recovery is only one of the reasons a customer may stay or exit a service organisation after a service failure. Other factors, such as barriers to exit and loyalty, are just as prevalent in the decision‐making process. A model ofservice failure, which was generated through the results of the research, is presented in the discussion section of the paper.

A measure of retail service quality

Abstract: Current measures of service quality for retail stores are scarce. A validated Retail Service Quality Scale is used to study the service quality delivery of a department store chain and its impact on consumption behaviour. It results in six dimensions; they are namely: personal interaction; policy; physical appearance; promises; problem solving; and convenience. The findings show that the impact of physical appearance and the policy are salient on the overall perceived service quality and the future shopping behaviour respectively. Among the six service dimensions, the physical appearance and policy have the greatest impact on the overall service quality and on future consumption respectively. The implications for practitioners and researchers are discussed.

Using control theory to achieve service level objectives in performance management

Abstract: A widely used approach to achieving service level objectives for a software system (e.g., an email server) is to add a controller that manipulates the target system's tuning parameters. We describe a methodology for designing such controllers for software systems that builds on classical control theory. The classical approach proceeds in two steps: system identification and controller design. In system identification, we construct mathematical models of the target system. Traditionally, this has been based on a first-principles approach, using detailed knowledge of the target system. Such models can be complex and difficult to build, validate, use, and maintain. In our methodology, a statistical (ARMA) model is fit to historical measurements of the target being controlled. These models are easier to obtain and use and allow us to apply control-theoretic design techniques to a larger class of systems. When applied to a Lotus Notes groupware server, we obtain model fits with R/sup 2/ no lower than 75% and as high as 98%. In controller design, an analysis of the models leads to a controller that will achieve the service level objectives. We report on an analysis of a closed-loop system using an integral control law with Lotus Notes as the target. The objective is to maintain a reference queue length. Using root-locus analysis from control theory, we are able to predict the occurrence (or absence) of controller-induced oscillations in the system's response. Such oscillations are undesirable since they increase variability, thereby resulting in a failure to meet the service level objective. We implement this controller for a real Lotus Notes system, and observe a remarkable correspondence between the behavior of the real system and the predictions of the analysis. This indicates that the control theoretic analysis is sufficient to select controller parameters that meet the desired goals, and the need for simulations is reduced.

Service engineering to intensify service contents in product life cycles

Abstract: This paper discusses how to establish service engineering that is intended to intensify service contents of product life cycles. Intensification of service and knowledge contents within product life cycles is considered crucial for dematerialization, in particular, to design optimal product-service systems from the viewpoint of environmentally conscious design and manufacturing in advanced post industrial societies. The paper tries to define service as an activity that changes the state of a service receiver. Service contents of the service is provided by a service provider and delivered through a service channel. Artifacts are either the service contents or the service channel. Service engineering looks at development, design, and production of services and aims at improving the efficiency and quality of the service as well as its delivery. To establish service engineering, the paper then proposes a modeling technique of service.

Personal service environment management apparatus and methods

Abstract: A Service Network and Personal Service Environment Manager host and manage functionality shared among applications and user groups to provide common, application-independent directory services that serve as a logically central point of access to data. In particular, end-users can manage their service profiles in access- and location-independent scenarios. The PSEM includes functions for providing and managing service data, end-user profile data, and end-user service profile data. Among others, important aspects of the PSEM are its interfaces to other entities and functions, its distinguishing between user profile data and service-related data (i.e., service profile data and service data), and its further distinguishing between service profile data and service data.

System and method for matching professional service providers with consumers

Abstract: A system for matching consumers with service providers via a matching system that uses computers connected to a server through a network. A consumer is asked a series of preselected questions about his or her service needs. The consumer can answer the questions by clicking on an appropriate answer that is listed under the questions. Alternatively the consumer may type in a text answer. The matching system cross references the consumer answers with a database of service providers. The matching system posts a description of the case which is available to all service providers and forwards a description of the case to service providers that are qualified to perform the desired services. The service providers can submitting bids which are returned to the consumer. The consumer can view and compare all bids and obtain additional information about each service provider through the consumer homepage before selecting a service provider for the work. After the services are complete, the consumer can rate the service provider and the rating will be available to other consumers.

Measuring service quality in scheduled bus services

Abstract: This article develops a stated preference model of service quality choice that provides the set of indicators required to represent a user based measure of service quality. The service quality index (SQI) provides an operationally appealing measure of service effectiveness to assist regulators in administering and monitoring a performance assessment regime and operators in improving customer service. SQI has been readily accepted by many bus operators in New South Wales, Australia as the preferred way of establishing and monitoring the effectiveness of service levels, in contrast to traditional stand-alone satisfaction scores based on independent assessment of each attribute in isolation from the entire service package that passengers actually experience.

Service encounter conceptualisation: employees' service behaviours and customers' service quality perceptions

Abstract: The enhancement of service quality is an area of optimal managerial relevance that has, to date, received minimal attention in the literature. Because customers' service quality evaluations are based almost entirely upon the behaviours of frontline employees, organisations rely heavily upon these employees to improve overall service quality provision. However, much of the literature looking at service quality enhancement lacks detail when examining the impact of employee service-related behaviours on customers' service quality perceptions. As a result, this paper comprehensively conceptualises those front-line employee behaviours which are the most likely to enhance customers' service quality perceptions. This conceptualisation is grounded in an extensive review of the services marketing literature, pooling together previously disparate research strands. Formal hypotheses are presented. Implications and future research directions are also discussed.

Contact center system and method for specifying different service specific behavior and offering range of corresponding customer services

Abstract: A contact center uses a service system to establish communication over a data network, such as the internet, between customer endpoint systems and the endpoint systems of customer service representatives, CSRs, of the contact center. The service system establishes communication between endpoint systems by joining them to an appropriate communication session with an associated transport mechanism that allows the exchange of data across the network between the joined endpoint systems. For each communication session, a respective service instance and session instance are created. The service instance provides service specific behaviour while the session instance provides generic operations for adding and removing endpoint systems to the communication session. By specifying different service-specific behaviors, a range of corresponding customer services can be offered.

Towards generic service management concepts a service model based approach

Abstract: Service management has been a hot topic in the research community for the last couple of years. However, due to the complexity of this research area, no commonly accepted definition of the terms service, service management, and the associated management tasks has evolved yet. This paper contributes to the ongoing process of defining these terms by proposing a top-down oriented and systematic methodology that is used to analyze and identify the necessary actors and the corresponding inter- and intra-organizational relationships. Then, a generic service model is introduced that defines commonly needed service-related terms, concepts and structuring rules in a general and unambiguous way. Since most of the work that is being presented here is still in flux, the service model is finally used to identify and structure open research questions.

Methods, systems, and computer program products for managing a service provided by a network

Abstract: Embodiments of methods, systems, and computer program products are provided for managing a service For example, service quality and/or performance requirements may be obtained from a client and quality and/or performance data may be collected from the network The collected quality and/or performance data may then be compared with the service quality and/or performance requirements to determine if the network quality and/or performance requirements are satisfied Thus, a service may be comprehensively managed by using collected quality and/or performance data from the network to verify that the network is providing a level of service expected by a client

Organizational context and provider perception as determinants of mental health service use

Abstract: This study refines and tests an individual client model of service use and contrasts it with a model of service provision based on gateway provider perspectives. Structural equation models demonstrate that provider variables account for more service use variation than client variables. The client model accounts for 24% of the variance in service use, while the provider model accounts for 55% of the variance. Youth self-reported mental health was not positively associated with increased services or with provider perception of youth mental health. The provider model demonstrates the critical role played by provider perceptions, which are influenced more by work environment than by client problems.

Mobile client for multi-service provider network environment

Abstract: In an area being serviced by multiple wireless network access service providers, a service provider is selected for use by a communication device based upon information received from each of the available service providers and a provider selection criterion.

Automated transaction machine and method

Abstract: A system for connecting transaction services to an ATM (10, 500) that includes a network (20). A user interface service (12) and a lookup service (22) are in operative connection with the network. Transaction services such as a printer service (16), card reader service (18), and cash dispenser service (14) are also in operative connection with the network. These transaction services are operative to register with the lookup service and to upload a service proxy to the lookup service. The user interface service is operative to locate transaction services on the network by invoking a remote lookup method on the lookup service. The lookup service is operative to return service proxies that match the type of service that is required. The user interface service is further operative to invoke methods of the service proxies that remotely control the functionality of the transaction services on the network. The user interface service is further operative to register events with the service proxies for notification when certain events on the services occur.

Service selection in a shared access network supporting quality of service

Abstract: It is an object of the invention to enable multiple services or service providers to share the facilities of an access network infrastructure providing physical connectivity to subscribers. A network access device advantageously may be used in communication network services with a service or service provider that is separate from the operator of the access network infrastructure.

Content distribution model

Abstract: A broker of the invention proposes a centralized distribution scheme for the consumer electronics market. This distribution scheme comprises an electronic presentation of a plurality of information services, among which an individual can choose. Each information service is offered by one or more service providers. Upon selection by the individual of a specific service, the broker enables one of the providers associated with the specific service to provide the service to the individual. The broker may have a database of records of service providers. Besides, the broker may also build a profile of the user so that the provider can be selected based on a match of the record of the provider with the profile.

Method and apparatus for providing group calls via the internet

Abstract: Method and apparatus for implementing group calling are disclosed. In one embodiment, the method includes displaying a service provider, a service provider rate for communicating with the service provider, and a real-time indication of whether the service provider is available. The method may further include receiving a request from a first customer to communicate with the service provider and connecting the first customer to the service provider through a link capable of transmitting from the service provider to the first customer. The method may also further include receiving a request from a second customer to communicate with the service provider and connecting the second customer to the service provider through a link capable of transmitting from the service provider to the second customer while the first customer is coupled to the service provider.

Measuring client-perceived response times on the WWW

Abstract: The response time of a WWW service often plays an important role in its success or demise. From a user's perspective, the response time is the time elapsed from when a request is initiated at a client to the time that the response is fully loaded by the client. This paper presents a framework for accurately measuring the client-perceived response time in a WWW service. Our framework provides feedback to the service provider and eliminates the uncertainties that are common in existing methods. This feedback can be used to determine whether performance expectations are met, and whether additional resources (e.g. more powerful server or better network connection) are needed. The framework can also be used when a consolidator provides Web hosting service, in which case the framework provides quantitative measures to verify the consolidator's compliance to a specified Service Level Agreement. Our approach assumes the existing infrastructure of the Internet with its current technologies and protocols. No modification is necessary to existing browsers or servers, and we accommodate intermediate proxies that cache documents. The only requirement is to instrument the documents to be measured, which can be done automatically using a tool we provide.

On-line selection of service providers in distributed provision of services on demand

Abstract: An electronic control apparatus configured for use in routing customer orders, received over the internet, to a service provider such as a print service provider selected from a plurality of competing print service providers, comprises an electronic interface configured to receive and acknowledge customer orders; first processing means configured to compare the requirements of a received order with pre-stored information specific to each of the competing service providers; responsive means configured to establish a list of the service providers determined to be able to fulfill requirements of the received order; and processing means configurable, for a received order, to make the selection from the list and to route the received order to the selected service provider. Advantageously by applying a series of filters an optimum service provider is selected by a gateway device assigning a printing order to a print service provider taking into account geographical criteria, and attempts to minimize the final price, in particular the shipping costs. While minimizing costs to the end customer, the gateway device seeks to ensure that a print service provider having competitive prices still receives work.