Showing papers on "Service level objective published in 2006"

Service Quality in Multichannel Services Employing Virtual Channels

Abstract: Services employing virtual channels of delivery such as the Internet are typically multichannel. Service quality research in traditional services and, more recently, in e-services tends to take a s...

Online service attributes available on apparel retail web sites: an E‐S‐QUAL approach

Abstract: Purpose – This paper aims first, to identify online service attributes that facilitate efficient and effective shopping, purchasing, and delivery based on the modified E‐S‐QUAL scale and, second, to evaluate the extent to which current online retailers provide such service attributes as an objective measure of service performance. Design/methodology/approach – A content analysis of 111 women's apparel retail web sites was conducted to assess online retailers' performance in providing online service attributes. Findings – The overall extent to which current online retailers provide online service attributes appears to be low. Managerial implications are provided to help online retailers improve their service performance. Originality/value – This study provides an objective way to evaluate online retailers' service performance and thus complement existing online service quality research based on consumer perceptions and evaluation of online service quality. In addition, the coding guide developed in this study provides an easy and practical tool that can be used by online retailers for the self‐assessment of online service performance.

Customer self-efficacy and response to service.

Abstract: The customers’ role is significant in the delivery and consumption of many types of services. This study examines customers’ beliefs about their ability to participate in a service (service use self-efficacy) and its effect on response to service. A theoretical model is proposed that explains how self-efficacy affects customers’ perceptions of service value and complaint intentions (“voice”). These factors, in turn, predict exit intentions and positive word of mouth. The model is tested on a sample of 444 members of a group insurance plan. The results of a structural equation model confirm the hypothesized relationships. The findings suggest that service managers should take steps to increase customer service use self-efficacy, such as providing training with feedback, vicarious experiences (e.g., print or video portrayals of successful service experiences), verbal persuasion (e.g., “You can do this”-type coaching), and a low-stress environment. It is also important to develop varied opportunities for cus...

A typology analysis of service quality, customer satisfaction and behavioral intentions in mass services

Abstract: – This paper aims to investigate the possibility that the typology of a service as well as the operationalization of the service measurement scale may determine the nature of the service quality (SQ) construct and its relationship with those of customer satisfaction (SAT) and behavioral intentions (BI)., – The study utilized the service classification scheme developed by Schmenner and concentrated on the mass service category as an example to illustrate the concept with data from retail banking., – Confirmatory factor analysis indicated that “Responsiveness,” “Tangibility,” “Reliability,” “Knowledge,” and “Accessibility” dimensions contribute significantly to service quality. It was further observed that SAT fully mediates the impact of SQ on BI., – A notable limitation is that the present study focuses only on mass service and uses only one industry (retail banking) to illustrate the findings. Future research should examine other service categories., – Service managers in the mass service category are recommended to devise operations and marketing strategies that focus on the SQ dimensions which can enhance customer satisfaction and, in turn, foster positive behavioral intentions., – This study presents a methodology for developing an operationizable service quality construct. It demonstrates that SQ, SAT and BI and their interrelationships may be typology‐specific. Thus, two or more industries may exhibit similar relationship characteristics with regard to these constructs, if they belong to the same service category. This knowledge can lead to inter‐industry benchmarking of best practices that can lead to better customer satisfaction and behavioral intentions.

The Effect of Service Experiences over Time on a Supplier's Retention of Business Customers

Abstract: This paper examines the link between a supplier's marketing and service operations and its business customers' subsequent repatronage behavior. We develop a dynamic model of service contract renewal for an individual firm, at the contract level, recognizing interdependencies among service contract renewal decisions due to the firm's purchase of multiple contracts from the same supplier. The decision to renew a service contract is modeled as a function of service quality and price, where service quality is measured by the supplier's service operations metrics over time. By incorporating longitudinal data about the supplier's service operations, this study investigates how average service levels, variability in service levels (especially extreme outcomes), and timing of service delivery influence firms' service contract renewal decisions. The study context is support services for high-technology systems in business markets in Germany and the United Kingdom, where service operations metrics over time typically have skewed distributions. Firm behavior is represented by a binary choice model at the contract level, estimated as a binary response model with a complementary log-log link function incorporating random intercepts. The study shows that a firm that has a few extremely favorable experiences for a given service contract is more likely to subsequently renew that service contract, after controlling for average service levels. Firms weigh recent experiences (i.e., within the past year)---rather than earlier experiences---when deciding whether or not to renew, so the timing of service experiences may be critical to the survival of buyer-seller relationships. Overall, the study suggests that models of customer retention should incorporate the extent, variability, and timing of a supplier's service delivery over time at the contract/product level.

The relationship between service quality and customer satisfaction: the example of CJCU library

Abstract: The present paper, taking Chang Jung Christian University (CJCU) Library as an example, investigates the users' degree of importance and the performance provided by the library. This study explores overall user satisfaction as well. A questionnaire survey s conducted to reveal users' perspectives on service quality. Based on literature, servicequality has five dimensions, which are tangibles, responsiveness, reliability, assurance, and empathy. The results indicate that the overall service quality has a significantly positive effect on overall user satisfaction. Among these five dimensions except responsiveness, all of them have a significantly positive effect on overall user satisfaction. In addition, the top five important service quality features ranked by users are: collections, loaning and returning service, overall atmosphere, electronic database system, and online reservation and renewal. Furthermore, the perceived importance of service quality dimensions has no significant difference among institu...

Bootstrapping Performance and Dependability Attributes ofWeb Services

Abstract: Recently, Web services gain momentum for developing flexible service-oriented architectures. Quality of service (QoS) issues are currently not part of the Web service standard stack, although non-functional attributes like performance, dependability or cost and payment play an important role for service discovery, selection, and composition. A lot of research is dedicated to different QoS models, at the same time omitting a way to specify how QoS parameters (esp. the performance related aspects) are assessed, evaluated and constantly monitored. Our contribution in this paper comprises a) an evaluation approach for QoS attributes of Web services, which works completely serviceand provider independent, b) a method to analyze Web service interactions by using our evaluation tool and extract important QoS information without any knowledge about the service implementation. Furthermore, our implementation allows assessing performance specific values (such as latency or service processing time) that usually require access to the server which hosts the service. The result of the evaluation process can be used to enrich existing Web service descriptions with a set of up-to-date QoS attributes, therefore, making it a valuable instrument for Web service selection.

Method and system for identity provider migration using federated single-sign-on operation

Abstract: A method is presented for performing an identity provider migration operation with respect to a user within a federated computational environment, wherein the user has a first user account at a first identity provider, a second user account at a second identity provider, and a third user account at a service provider. A request to access a resource is received by the service provider, after which a federated single-sign-on operation for the user is performed between the service provider and the first identity provider. Prior to sending a response to the request to access the protected resource, information in the third user account is modified to indicate that the service provider relies upon the second identity provider to authenticate the user on behalf of the service provider rather than the first identity provider. A response for the request to access the resource is then returned by the service provider.

New aspects of research into service encounters and service quality

Abstract: Purpose – The objective is two‐fold. The first is to describe contemporary and future penetration (i.e. analysis and understanding) in service encounter research. The other is to describe contemporary and future abstraction in service quality research.Design/methodology/approach – The paper provides a conceptual discussion of new aspects of research into service encounters and service quality.Findings – There are still flaws in the contemporary penetration of service encounters and the contemporary abstraction of the service quality construct.Research limitations/implications – Service encounters and service quality pertain not only to human interactions, but also to the interaction between individuals and self‐service technology. The new aspects of service encounters and service quality described here are restricted to the interaction between individuals. It is argued that an extended penetration of service encounters, and an extended abstraction of the service quality construct, taken together, provide ...

Logistics service driven loyalty: an exploratory study

Abstract: Based upon the extant literature and a qualitative study of buyer-seller relationships, an exploratory model of the relationship between supply chain power, dependence, satisfaction, and loyalty is developed and presented. Four fundamental objectives are accomplished through this research and presented here. The first was to use a qualitative method to gain a deeper understanding of the logistics service driven loyalty that exists between suppliers and customers. The second was to develop a more thorough understanding of the gap in logistics service expectations between a supplier and their customers. The third objective was to examine how the power/dependence relationship affects both customer service expectations of the parties, and the actual logistics service delivered by the supplier. Finally, this research is intended to build a basis for future quantitative research of loyalty in supplier/customer relationships.

A method and arrangement for controlling service level agreements in a mobile network.

Abstract: A method and an arrangement in a service assurance module (400) for controlling service level agreements for communication services in a mobile services access network (402). A network performance rule (400b) is created for a service level agreement, and is based on an associated performance indicator (406) indicating the current network performance with respect to the fulfilment of the service level agreement. The performance indicator is then monitored, and the network performance rule is evaluated on a regular basis based on the performance indicator. If the network performance rule is not satisfied, an agreement violation is registered and/or measures are' taken to improve the network performance.

Customer Information Driven After Sales Service Management: Lessons from Spare Parts Logistics

Abstract: textOver the years, after sales service business in capital goods and high tech sectors has experienced significant growth. The drivers for growth are higher service profits, increased competitions, and primary market contractions. The enablers for growth include information driven service processes and a move from one size fit all oriented warranty contracts to service level agreement offerings that differ in service prices and response guarantees. Although, these trends provide an opportunity to the service providers to match their service resources to the time varying service requirements of a heterogeneous customer base, the tools and techniques to support decision makers are lacking as of to date. In this thesis, we aim to make a small contribution in closing this gap. We gain business environment related insights of after sales service by studying it at a major computer equipment manufacturer. After sales service is a complex task that is accomplished by making a series of strategic, tactical, and operational decisions in maintenance services management, spare parts logistics management and spare part returns management. We exclusively focus on operational and tactical decisions in spare parts logistics management. We identify that customer information, or more specifically installed base information is a valuable source to support spare parts logistics decisions at the operational and tactical levels. We present an execution technique for spare parts logistics that uses installed base information to provide differentiated service to a heterogeneous customer base and results in additional profits for the service provider. Finally, we study execution decisions in spare parts logistics and spare part returns management for their interrelation. We highlight that explicit consideration of this interrelation yields additional benefits.

Exploration of internal service systems using lean principles

Abstract: Purpose – The purpose of this paper is to attempt to provide insight into the management of an internal service system derived from a perspective of Lean management. These internal service systems would exist within professional service units of development, engineering, information technology, human resources, and consumer affairs.Design/methodology/approach – A meta‐analysis of approximately 60 internal service systems was performed. The objectives of the meta‐analysis were: identification of structural similarities; categorization of wasteful activities; tabulation of typical problems; and synthesis and exploration.Findings – Internal service systems have numerous common structural characteristics, including the importance of information, process flows across functions, many hand‐offs of information, hidden costs and benefits, and no explicit motivation for urgency. The wasteful activities can be classified into seven groups: delays, reviews, mistakes, duplication, movement, processing inefficiencies, ...

Private Network Exchange With Multiple Service Providers, Having a Portal, Collaborative Applications, and a Directory Service

Abstract: A private network exchange with multiple service providers, having a portal, collaborative applications, and a directory service is provided. The private network exchange can operate across multiple service providers, and provides a minimum service level regardless of the service providers involved. The Portal provides a user friendly interface to present the collaborative applications and directory service. The collaborative applications allow users to work together in a secure manner. The directory service presents users with a way to search the network.

Mobile data service fuels the desire for uniqueness

Abstract: Mobile content creators and service providers can leverage users' desire to be unique to expand revenue.

A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services

Abstract: The constantly changing environment forces enterprises to identify new opportunities for claiming competitive advantages and to adapt these changes into their overall strategy. Therefore a respected number of service organisations have identified the need for understanding and implementing tools and methods for economic development. Businesses now see service quality as an important way to differentiate their products from those of competitors. As a result much academic effort is given over to the measurement of service quality. The search for reliable method of measuring service quality has produced an extensive literature. However, there has been little consensus on a methodology, which is of general applicability in all situations. In the absence of any other objective measure, disconfirmation models came to dominate the literature on service quality from the early 1980s. Disconfirmation models have sought to define quality in terms of the difference between an individual’ s expectation of a service and their perceptions of actual service delivery. Pre-eminent among these studies have been the work of Parasuraman et al. and the development of their SERVQUAL instrument. Their research has concentrated on the belief that service quality is measurable but only in the eyes of the consumer because they are the lifeblood of any business. They take the view that service is deemed to be of high quality when consumer’ s expectations are confirmed by subsequent service delivery. Service quality can win and keep customers. A service organisation is likely to face difficult obstacles in its attempt to improve service quality. The key ingredients of service quality improvements are: market and consumer focus ; motivated and well-trained frontline staff ; well-designed process ; development of responsibility and authority to the frontline staff ; clear definition of quality ; effective internal and external communications ; and measurement. Quality problems in service organisations are the result of the mismatch between prior expectations and perceived service quality. Although the gap between expectations and experience is widely considered to be the primary source of service quality problems, it is not clear how the evaluations of expectations and experience occur. This paper has started with the concept of service quality and has demonstrated the model of service quality gaps. SERVQUAL as an effective approach has been studied and its role in the analysis of the difference between customer expectations and perceptions has been highlighted with support of an example. Outcome of the study outline the fact that although SERVQUAL could close one of the important service quality gaps associated with external customer services, it could be extended to close other major gaps and therefore, it could be developed in order to be applied for internal customers, i.e. employees and service providers.

Adaptive Control of Multi-Tiered Web Applications Using Queueing Predictor

Abstract: How to effectively allocate system resources to meet Service Level Objectives (SLOs) is a challenging problem for Web services providers. In this paper, we propose a scheme for autonomous performance control of Web applications. It uses a queueing model predictor and an online adaptive feedback. loop that enforces admission control of the incoming requests to ensure the desired response time target is met. The proposed Queueing-Model-Based Adaptive Control approach combines both the modeling power of queueing theory and self-tuning power of adaptive control. Therefore, it can handle both modeling inaccuracies and load disturbances in a better way. To evaluate the proposed approach, we built a multi-tiered Web application testbed with open-source components widely used in industry. Experimental studies conducted on the testbed demonstrated the effectiveness of the proposed approach.

Service contracts and aggregate utility functions

Abstract: Utility functions are used by clients of a service to communicate the value of a piece of work and other QoS aspects such as its timely completion. However, utility functions on individual work items do not capture how important it is to complete all or part of a batch of items; for this purpose, a higher-level construct is required. We propose a multi-job aggregate-utility function, and show how a service provider that executes jobs on rented resources can use it to drive admission control and job scheduling decisions. Using a profit-seeking approach to its policies, we find that the service provider can cope gracefully with client overload and varying resource availability. The result is significantly greater value delivered to clients, and higher profit (net value) generated for the service provider

Contributor reputation-based message boards and forums

Abstract: System and method for operating reputation-based communication or content service. Method includes obtaining metric related to first user contributor reputation; identifying communication or content having association with first user contributor; and processing communication or content to generate processed communication or content based on the obtained objective contributor reputation. Service is broadly defined and may be selected from bulletin board, message board, chat room, forum, information provision service, content delivery service, email service, information provision service, search engine service, content delivery service, communication or content screening service, communication or content screening service, or other. System for providing reputation processed based on-line communication or content. Communication or content provided or generated by the inventive system or method. Business method for operating a communications or content provision service. Computer program and computer program product stored either on a tangible media or in an electronically accessible and readable form to implement method.

The relationship of service provider power motivation, empowerment and burnout to customer satisfaction

Abstract: Purpose – Burnout, which is caused by chronic stress, is common in the service professions and has a negative effect, both on the service provider's job performance and customer satisfaction Empowerment is a potential buffer against the stress involved in service roles, but its advantages may depend on the service provider's desire to be empowered The study examines several interactive effects of empowerment and seeking power on service provider burnout In addition, the study examined the relationship between service providers' burnout and customers' reports of their satisfaction with the serviceDesign/methodology/approach – Questionnaires were administered to 198 participants, comprising 99 service provider‐customer dyads coming from public service organizations, that is government offices, welfare services, health services, and education, and private services, that is banks and communication companies The dyads selected for the study were engaged in a “service relationship,” that is, the customer h

Service validity and service reliability of search, experience and credence services: A scenario study

Abstract: Purpose – The purpose of this research is to add to our understanding of the antecedents of customer satisfaction by examining the effects of service reliability (Is the service “correctly” produced?) and service validity (Is the “correct” service produced?) of search, experience and credence services.Design/methodology/approach – Service validity and service reliability were manipulated in scenarios describing service encounters with different types of services. Customer satisfaction was measured using questionnaires.Findings – Service validity and service reliability independently affect customer satisfaction with search services. For experience services, service validity and service reliability are necessary conditions for customer satisfaction. For credence services, no effects of service validity were found but the effects of service reliability on customers' satisfaction were profound.Research limitations/implications – Scenarios provided a useful method to investigate customer evaluation of differe...

A confirmation perspective on perceived service quality

Abstract: Purpose – The paper seeks to provide a theoretical and empirical investigation of the relationship between consumer expectations and consumer perceptions of service quality.Design/methodology/approach – The theory of cognitive reference points, adaptation‐level theory, and assimilation‐contrast theory are used to formulate hypotheses concerning the relationships between perceived service quality, consumer expectations, and perceptions. These hypotheses were empirically investigated through an experiment that manipulated expectations and perceptions while measuring perceived service quality.Findings – The principal finding is that consumer expectations are positive predictors of perceived service quality (i.e. higher expectations lead to higher perceptions of quality). Another finding is that the relationship between expectations and perceived service quality is much stronger than prior literature suggests.Practical implications – The practical implication of this study is that practitioners should seek to...

Merchant powered click-to-call method

Abstract: A method is disclosed for enhancing the predictability, scalability and cost effectiveness of online advertising with voice over IP connectivity and event tracking technologies. A service provider maintains a list of merchants who have offered to pay for customer VoIP calls to their establishment. The service provider maintains a real time connection with this merchant list and renders an advertisement in a distinguishing way in real time. A potential customer who views this advertisement on a web page may establish a VoIP call session with a merchant by selecting a free click-to-call link on the web page. When the customer places the call, the service provider pays for the call. Merchants in turn pay the service provider for displaying the ads that generated the calls on a price per call, price per impression or fixed fee basis.

The relationship of the visual element of an advertisement to service quality expectations and source credibility

Abstract: Purpose – The purpose of this paper is to investigate the relationship of the visual element in a print advertisement to service quality expectations and to the source credibility score when a model or spokesperson is used in a service ad.Design/methodology/approach – Data were collected from 230 college students at three different Midwestern universities using an experimental design. Three different ads were designed promoting a fictitious brand of automobile insurance, Top Tier. While the copy remained the same, the visual was changed to reflect three different types of visual strategies.Findings – The results of the study indicate that both source credibility and service quality evaluations have a definite impact on attitude towards the ad and purchase intentions of a service and the type of visual element used is important in the ad evaluation process.Research limitations/implications – Future research needs to examine the relationship between source credibility and attitude towards the ad to determin...

When service fails: The role of the salesperson and the customer

Abstract: Service failures and consequent recoveries have been identified as a critical determinant of customer retention. Hence, effective service recovery programs warrant further exploration. In particular, with the current emphasis on relationship selling, salespeople should learn how to improvise to serve their customers effectively, including solving problems when service failure occurs. Therefore, alternatives to current common practices in industry should be investigated. The results of the present study suggest that by providing customers a choice of service recovery options, salespeople can augment customers' sense of control and ultimately their satisfaction with the service recovery and the overall service transaction. The investigation also proposed that customer satisfaction would be contingent upon the importance of the service. However, study findings revealed that this was not the case. Implications of the findings are also discussed. © 2006 Wiley Periodicals, Inc.

Computer resource management for workloads or applications based on service level objectives

Abstract: A resource allocation method and system for efficiently allocating compute resources. The method includes providing a workload manager and installing a workload in the computer system. During the installing, a service level goal for the workload is provided to the workload manager, and the workload manager assigns a first resource allocation for the compute resources to the workload. Then, a service level being achieved for the workload is determined in the compute resources. Based on results of the comparing, the workload manager reallocates the compute resource with the workload manager including assigning a second resource allocation for the compute resources to the workload. The workload may be made up of one or more applications running on the compute resources over multiple OS instances. The installing of the workload includes the application interfacing with the workload manager to provide the service level goal during installation.