Showing papers on "Service level objective published in 2003"

The WSLA Framework: Specifying and Monitoring Service Level Agreements for Web Services

Abstract: We describe a novel framework for specifying and monitoring Service Level Agreements (SLA) for Web Services. SLA monitoring and enforcement become increasingly important in a Web Service environment where enterprise applications and services rely on services that may be subscribed dynamically and on-demand. For economic and practical reasons, we want an automated provisioning process for both the service itself as well as the SLA managment system that measures and monitors the QoS parameters, checks the agreed-upon service levels, and reports violations to the authorized parties involved in the SLA management process. Our approach to these issues is presented in this paper. The Web Service Level Agreement (WSLA) framework is targeted at defining and monitoring SLAs for Web Services. Although WSLA has been designed for a Web Services environment, it is applicable as well to any inter-domain management scenario, such as business process and service management, or the management of networks, systems and applications in general. The WSLA framework consists of a flexible and extensible language based on XML Schema and a runtime architecture comprising several SLA monitoring services, which may be outsourced to third parties to ensure a maximum of objectivity. WSLA enables service customers and providers to unambiguously define a wide variety of SLAs, specify the SLA parameters and the way they are measured, and relate them to managed resource instrumentations. Upon receipt of an SLA specification, the WSLA monitoring services are automatically configured to enforce the SLA. An implementation of the WSLA framework, termed SLA Compliance Monitor, is publicly available as part of the IBM Web Services Toolkit.

Determinants of online channel use and overall satisfaction with a relational, multichannel service provider

Abstract: This study examines what drives customers' use of an online channel in a relational, multichannel environment. The authors propose a conceptual model of the determinants of online channel use and overall satisfaction with the service provider. They then conduct two large-scale studies in different service contexts to test the model. The results show that Web site design characteristics affect customer evaluations of online channel service quality and risk, which in turn drive online channel use. Customers' overall satisfaction with the service provider is determined by the service quality provided through both the online channel and the traditional channel. The results offer insights into the trade-offs that multichannel service providers face as they attempt to influence online channel use while maintaining or enhancing overall customer satisfaction.

Service quality––developing a service quality index in the provision of commercial bus contracts

Abstract: The measurement of service quality continues to be a challenging research theme and one of great practical importance to service providers and regulatory agencies. The key challenges begin with the identification of the set of potentially important dimensions of service quality perceived by passengers, current and potential. We then have to establish a way of measuring each attribute and identifying their relative importance in the overall calculation of satisfaction associated with existing service levels. Once a set of relevant attributes has been identified, this information can be integrated into programs such as monitoring and benchmarking, and even in contract specification. This paper, building on earlier research by the authors, investigates ways of quantifying service quality and comparing the levels within and between bus operators. The importance of establishing suitable market segments and the need to scale the service quality index for each operator to make meaningful comparisons is highlighted.

Service Quality: Research Perspectives

Abstract: Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates Authors Benjamin Schneider and Susan S White cover the diverse conceptual and empirical approaches that characterize thinking and research on service quality, especially service delivery It introduces the concept of service and the important ways service production can differ from goods production It also presents a history of the concept of product quality and the emergence of concern for service quality

Rethinking Service Recovery Strategies The Effect of Rapport on Consumer Responses to Service Failure

Abstract: Researchers and practitioners have invested heavily in identifying effective complaint management strategies. However, most of the strategies identified to date occur only after a service failure occurs. This article proposes that antecedent states such as an ongoing rapport with service employees can also provide service recovery benefits. Four independent studies test this approach and indicate that an existing rapport between the customer and service provider results in increased postfailure customer satisfaction, increased repatronage intentions, and decreased negative word of mouth. Yet results for complaint intentions suggest that rapport does not increase the propensity for customers to complain about poor service. These results are discussed in terms of their implications for research and practice.

Model-based resource provisioning in a web service utility

Abstract: Internet service utilities host multiple server applications on a shared server cluster. A key challenge for these systems is to provision shared resources on demand to meet service quality targets at least cost. This paper presents a new approach to utility resource management focusing on coordinated provisioning of memory and storage resources. Our approach is model-based: it incorporates internal models of service behavior to predict the value of candidate resource allotments under changing load. The model-based approach enables the system to achieve important resource management goals, including differentiated service quality, performance isolation, storage-aware caching, and proactive allocation of surplus resources to meet performance goals. Experimental results with a prototype demonstrate model-based dynamic provisioning under Web workloads with static content.

QoS-assured service composition in managed service overlay networks

Abstract: Many value-added and content delivery services are being offered via service level agreements (SLAs). These services can be interconnected to form a service overlay network (SON) over the Internet. Service composition in SON has emerged as a cost-effective approach to quickly creating new services. Previous research has addressed the reliability, adaptability, and compatibility issues for composed services. However little has been done to manage generic quality-of-service (QoS) provisioning for composed services, based on the SLA contracts of individual services. In this paper we present QUEST a QoS assUred composEable Service infrasTructure, to address the problem. QUEST framework provides: (1) initial service composition, which can compose a qualified service path under multiple QoS constraints (e.g., response time, availability). If multiple qualified service paths exist, QUEST chooses the best one according to the load balancing metric; and (2) dynamic service composition, which can dynamically recompose the service path to quickly recover from service outages and QoS violations. Different from the previous work, QUEST can simultaneously achieve QoS assurances and good load balancing in SON.

Verity: a QoS metric for selecting Web services and providers

Abstract: With the proliferation of Web services, quality of service serves as a benchmark to differentiate the services and their providers. As of today, a wide spectrum of attributes have been identified to account for the quality of a service like availability, reliability, servability, performance, reputation and so on. Reputation has been measured as an average user rating and we argue that the user perception alone is not sufficient to indicate the reputation. It is necessary to measure how trustworthy the provider has been in complying with the agreed levels in the SLA (service level agreement). To quantify the consistency in compliance levels, we introduce a new QoS attribute termed verity and propose an architecture to quantify it. We argue that verity should be taken into account for a quality driven selection and composition of Web services. Reputation, when expressed as a vector of user rating, compliance and verity is a more intuitive indicator of the provider's trustworthiness.

Looking back to see forward in services marketing: some ideas to consider

Abstract: The article considers the applicability of traditional attitude and other constructs in service quality research. It is suggested that the effects of perceived service quality may be masked by non‐linear relationships and under‐identified explanatory models. Constructs that might assist researchers and practitioners improve their service quality research and strategies are identified.

A Service Level Agreement Language for Dynamic Electronic Services

Abstract: This paper proposes a novel language for Service Level Agreements (SLAs) for dynamic and spontaneous electronic services. In a cross-organizational setting, it is important for customers of a service to obtain, monitor and enforce quality of service (QoS) guarantees by service providers, usually expressed in the form of SLAs. Since the supervision and management of SLAs and the provisioning of corresponding systems should be automated for economic reasons, we need a formal language to define an SLA. If, moreover, providers and customers want to sign custom-made SLAs, the SLA language, correspondingly, must provide a large degree of flexibility. The SLA language described in this paper aims at providing the needed flexibility by means of an XML-based representation and a runtime system for SLAs. Using this language, parties to an SLA can describe how parameters are measured and computed from raw metrics, the guarantees they want with respect to those parameters and the involvement of third parties to, e.g., independently verify SLA compliance.

Rethinking paradigms of service: Service in a virtual environment

Abstract: It is now possible to deliver service in a virtual environment with little or no human interaction. This environment offers the opportunity of new ways of delivering service. This paper examines some of the existing theories of service quality and service management in the context of new Web‐based environment. It draws on field research involving empirical measurement of service levels. Two existing theories are re‐examined, the concept that automation leads to mediation between the customer and the service organisation – the “buffered core”, and the dimensions of service quality. In both cases the capabilities of the Web, and the removal of direct human interaction give cause for rethinking. The research leads to the view that the Web, rather than providing mediation, can provide direction connection between the customer and the service organisation. In addition, the accepted dimensions of customer service do not always fit the actual dimensions for service on the Web. Finally, this paper proposes an empirically‐based model that is based on the proposition that developing service in a virtual environment is sequence dependent. This “sand cone” model is illustrated with an example from the research.

Enhanced qos control

Abstract: The invention is a method and a system for the providing of service to user equipment (UE). A method of providing services to user equipment in accordance with the invention includes providing from a database (420) to a policy decision entity (405) subscriber information regarding permitted conditions for the users to obtain the services; providing service information from at least one network or server (100), regarding service offered by the at least one network or server to the user equipment, forming policy rules at the policy decision entity based upon the subscriber information and the service information. A requesting user equipment transmits a request for service to the communications network which is processed by the policy decision entity in accordance with the policy rules to determine if the service is to be allowed and if the service is allowed characteristics of the service to be provided to the requesting user equipment and the policy enforcement entity enforces at least one characteristic of an allowed service upon the communication network to insure that the allowed service obtained by the requesting user equipment has the at least one characteristic of the allowed service.

Policy service system and methodology

Abstract: The present invention provides for creation, relevance based discovery and delivery of services to mobile users over telecommunications networks. The services are provided on a Mobile Service Provider's (MSP's) network infrastructure and created in collaboration with third parties by means of service objects. Each service object is a three dimensional collection of service capabilities derived from the network infrastructure, service elements and assets like user billing relations, user profiles, device capability and location. The service capabilities address and factor in network facing, subscriber facing and third party requirements of service delivery. Service objects can be configured for different service and business priorities of the operator such as DRM and location services. A service object extends all MSP assets to third parties in a regulated manner. The user can discover relevant services, subscribe to, and personalize the services. The users receive a consolidated bill for the services they have used periodically.

Service operations strategy, flexibility and performance in engineering consulting firms

Abstract: In this paper, the relationship between operations strategy and performance through flexibility as a moderating variable is analysed within the service setting of engineering consulting firms in Spain. A framework for service strategy dimensions is suggested while manufacturing flexibility dimensions are applied to service operations considering necessary adaptations. A path analysis model is applied in order to enhance the understanding of interactions. This research proves that service operations strategy has a significant positive and direct effect on service delivery performance. The fact that is especially relevant is that flexibility plays a more intense moderating role for efficiency performance measures than for customer satisfaction performance measures.

Not-For-Profit Provision Of Public Services*

Abstract: Not-for-profit firms are greatly over-represented in the childcare, medical care, education and care for the aged sectors where service providing workers, as well as purchasers, seem to care about the level or quality of service being provided. Since all individuals who care about service levels receive non-excludable benefits, these services have a public good element. Such care can be used to motivate employees to perform tasks beyond their strict job description. But such care only motivates effort if workers believe it affects the final level of provision. Existing theories suggest that nonprofit firms should arise in sectors where it is difficult for the purchaser to contract with the provider of the good or service sold.' Nonprofits are, indeed, usually found in the provision of services, where this type of contract is difficult to specify, but most service sectors are exclusively provided by for-profit firms, whose concern for their reputations ensures delivery of quality service. Existing theories of nonprofits based on contracting purchase difficulties cannot satisfactorily explain why reputations do not similarly work for for-profit firms in sectors where nonprofit firms are widespread. This paper is motivated by the observation that nonprofits are highly concentrated in the delivery of caring services where the service provided often has a public good component. Examples of such services are childcare, medical care, education and care for the aged. For multi-country evidence on this, see RoseAckerman (1996, Figure 2). In such sectors, service providing workers, as well as purchasers, often have a civic-minded interest in service and consider the level or quality of service important. It is posited here that this is an important distinction between these services and the vast majority of others such as: financial services, insurance, professional services etc., where much less civic-minded care exists. The paper demonstrates that nonprofit firms are more effective than for-profit firms in obtaining care motivated effort, in addition to pecuniarily motivated ef

Resource, service quality and performance triad: a framework for measuring efficiency of banking services

Abstract: In this paper, we present the development of a theoretical framework for measuring the efficiency of banking services taking into account physical and human resources, service quality and performance. Expenditures on quality improvement efforts and the impact of service quality on financial outcomes have long intrigued researchers. Banks have traditionally focused on how to transform their physical resources to generate financial performance, and they inadvertently ignored the mediating intangible factor of service quality. A theoretical framework on the optimization triad of resource, service quality and performance is proposed here, thereby linking the marketing variables to the financial metrics. A measure for the return on quality is developed as the ratio of the potential improvements in financial performance by enhancement of service quality to the observed performance figures. Empirical results obtained from a study of 27 Indian public sector banks and their customers allow us to measure the impact of service quality on financial performance, optimal level of service quality that can be generated using existing resources and the opportunity cost for sub-optimal service delivery. Banks delivering better service are shown to have better transformation of resource to performance using superior service delivery as the medium. Our results confirm the linkage between resource, service quality and performance for services.

Web services broker

Abstract: A web service broker (200) method comprises providing an interface between an enterprise and at least one of a service client and a service provider, the service client discovering web services on a service registry (12) and using corresponding web services from the service provider, communicating between the enterprise and the at least one of the service client and the service provider and performing at least one of a) converting information from/to the enterprise to a form appropriate for the at least one of the service client and the service provider and b) converting information from/to the at least one of the service client and the service provider to a form appropriate for the enterprise.

System and method for managing an optical networking service

Abstract: Described are a system and method for managing a service across an optical network over a dedicated circuit between a first and second service termination points. Each service termination point generates a service performance report message. Each service performance report messages has information related to a performance of the service as determined by the service termination point generating the message. The service termination points exchange the service performance report messages over a service management channel to enable an assessment of the performance of the service based on the service performance report messages from both service termination points. Through access to and use of the service management channel, service providers can implement an edge management model or a core management model for measuring the performance of their services with respect to service level agreements governing those services.

A study on service quality of virtual community websites

Abstract: The purposes of this study are to construct an instrument to evaluate service quality of Virtual Community Websites (VCWS) and have a further discussion of the relationship between service quality dimensions and overall service quality, customer satisfaction and loyalty. The questionnaire is based on the SERVQUAL model and modified by the experts in this field. Factor analysis, t-test, and Pearson correlation analysis were used to analyse the data collected from college students of three major universities in Taiwan. Results indicate that "on-line quality and information safety' is positively related to the overall service quality, customer satisfaction, and loyalty, but the service quality level of this dimension is the poorest. Furthermore, both the dimensions of "advertising mail management' and " customers service management' are also positively related to overall customer satisfaction and loyalty. The service quality level of "extra function and service' is the best, but this dimension does not have ...

Communicating a quality position in service delivery: an application in higher education

Abstract: This paper describes a method uniquely suited to the problem of coordinating quality service delivery with service quality positioning. The means‐end chain model is used to develop a marketing communications strategy for a university. In this study, first‐year students were asked about their goals in attending college as well as what attributes a college would have to have in order to be able to satisfy their goals. Because the means‐end chain approach provides information about the linkage between attributes, benefits, and personal goals, it is well suited to the needs of service developers as well as those charged with the responsibility for designing the marketing communications that position those services.

A Quality of Service Management Framework Based on User Expectations

Abstract: The ability to gauge the quality of a service is critical if we are to achieve the service oriented computing paradigm. Many techniques have been proposed and most of them attempt to calculate the quality of a service by collecting quality ratings from the users of the service, then combining them in one way or another. We argue that collecting quality ratings alone from the users is not sufficient for deriving a reliable or accurate quality measure for a service. This is because different users often have different expectations on the quality of a service and their ratings tend to be closely related to their expectations, i.e. how their expectations are met. In this paper, we propose a quality of service management framework based on user expectations. That is, we collect expectations as well as ratings from the users of a service, then calculate the quality of the service only at the time a request for the service is made and only using the ratings that have similar expectations. We give examples to show that our approach can result in a more accurate and meaningful measure for quality of service.

Professional service relationships: a multi‐context study of factors impacting satisfaction, re‐patronization, and recommendations

Abstract: Distinct difference between professional services and other types of service may increase customer reliance on social aspects of the relationship as a means to increase satisfaction with the service encounter. These services are characterized by one‐on‐one interactions involving repeated, frequent encounters with the same professional service provider and contain differences including: complexity, the intimate nature of exchange, and co‐production of service outcomes by both the client and the service provider. This study investigates the relative impact of technical and functional (social) aspects of professional service relationships on client satisfaction in four different professional services contexts. Findings support the positive impact of social aspects of the relationship on satisfaction in all four contexts, however, the strength of the association varies with context. The more classically professional occupations, like medicine, show a stronger relationship between social aspects of the relationship and satisfaction than less professional occupations, such as hairstyling. Social aspects also affect positive organizational outcomes, specifically positive word‐of‐mouth and re‐patronization intentions, in three of the four contexts.

A Three-Level Process Framework for Contract-Based Dynamic Service Outsourcing

Abstract: Service outsourcing is the business paradigm, in which an organization has part of its business process performed by a service provider. In dynamic markets, service providers are selected on the fly during process enactment. The cooperation between the parties is specified in a dynamically made electronic contract. This contract includes a process specification that is tailored towards service matchmaking and crossorganizational process enactment and hence has to conform to specific market and specification standards. Process enactment, however, relies on intraorganizational process specifications that have to comply with the infrastructure available in an organization. In this position paper, we present a three-level process specification framework for dynamic contract-based service outsourcing. This framework relates the two process specification levels through a third, conceptual level. This approached is inspired by the well-known ANSI-SPARC model for data management. We show how the framework can be placed in the context of infrastructures for cross-organizational process support.

Method for improving of service brokers' quality of service

Abstract: The present invention relates to a computerized method applicable to a set of parties connected via a network, and in particular it relates to a method and system for improving the search for services offered via said network. Said parties are Service Providers offering said services, Service Requesters needing said services, and Service Brokers maintaining information about said services and service providers. Said Service Brokers assist said Service Requestors in finding, for a particular service, the best services from the best Service Providers ranked by the importance for said Service Requestor. Obviously, the acceptance of a particular Service Broker by a particular Service Requestor depends on the capability of providing a (ranked) list of services that best meet the demands of a particular Service Requester. It is proposed to exploit data mining technology to achieve the proper ranking of said list created as a result of a Service Requester's request by providing at least said list ( 402 ) to a trained data-mining model ( 412 ) that then generates the proper ranked list ( 414 ) The trained data-mining model ( 412 ) is created by training an untrained data-mining model with some or all of the following information: a. Properties of the offered service such as a description of the service, b. Queries ( 406 ) that Service Requesters have submitted, c. The non-ranked lists of services that have been derived from said queries ( 402 ), d. Feedback information provided by the Service Requester about his preferences, e. Properties of the Service Requester, f. Properties of the Service Provider. (FIG. 4 ).

A multi-perspective knowledge-based system for customer service management

Abstract: The e-business arena is a dynamic, complex and demanding environment. It is essential to make optimal reuse of knowledge of customer services across various functional units of the enterprise. On the other hand, it is also important to ensure that the customer service staff can access and be trained up with dynamically updated knowledge that meets the changing business environment of an enterprise in customer services. However, conventional way of customer service management (CSM) is inadequate to achieve the multi-perspective of an enterprise for achieving knowledge acquisition, knowledge diffusion, business automation and business performance measurement so as to drive the continuous improvement of the customer service quality. In this paper, a multi-perspective knowledge-based system (MPKBS) is proposed for CSM. The MPKBS incorporates various artificial intelligence technologies such as case-based reasoning (CBR) and adaptive time-series model which are used for decision analysis, performance measurement and monitoring. A prototype customer service portal has been built based on the MPKBS and implemented successfully in a consultancy business.

A proposed model of the descriptors of service process

Abstract: This paper presents a two‐dimensional model of service process that is linked to customer encounter satisfaction and is modified by a customer’s perceptual filters, including brand image and customer mood. The first dimension is comprised of fixed (structural) descriptors, while the second dimension consists of variable (situational) descriptors. The proposed model delineates eight descriptors in each dimension. Their origin in the services marketing literature is explained. The model suggests that service process and a customer’s perceptual filters both have a direct influence on encounter satisfaction. The utility and limitations of the proposed model are discussed.