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Service level objective

About: Service level objective is a research topic. Over the lifetime, 7894 publications have been published within this topic receiving 218701 citations.


Papers
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Journal ArticleDOI
TL;DR: In this article, 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, is presented.
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.

84 citations

Journal ArticleDOI
TL;DR: The stronger the manufacturer’s bargaining power is, or the stronger the value-added service competition intensity is, the more motivation the manufacturer has to provide a high warranty service level.
Abstract: This paper studies a dual-channel supply chain composed of a manufacturer and a retailer. The manufacturer and the retailer sell homogeneous durable goods bundled with warranty service that is prov...

84 citations

Proceedings ArticleDOI
25 Jul 2005
TL;DR: A multiagent framework where agents consider the consumers' QoS preferences, determine trust levels to associate to service instances and providers, and automatically select service instances on a consumer's behalf is proposed.
Abstract: A key limitation of current Web services standards is the inability to differentiate service instances at runtime using (nonfunctional) qualities of services (QoS). Such differentiation is necessary to allow for runtime selection and binding to service instances in a manner that continually adapts selected services to the service consumer's preferences and needs. Quality values are volatile, depend on the trust associated with instances and service providers, and also depend on the needs of service consumers. We propose a multiagent framework where agents consider the consumers' QoS preferences, determine trust levels to associate to service instances and providers, and automatically select service instances on a consumer's behalf. The service agents use a trust model that is centered on a shared conceptualization for QoS (ontology) and a QoS preference model that considers consumer's tradeoffs among qualities as well as relationships between qualities. We evaluate our approach via simulations on simplified but realistic service instances and service consumers. Our results show that using these considerations for QoS, service agents are able to determine over time the 'best' service selection for a consumer.

84 citations

Journal ArticleDOI
TL;DR: In this article, the authors examined whether high quality relationships buffer or magnify the negative impact of a failed service recovery on subsequent consumer attitudes and behaviors, and found that consumers with a high level of relationship quality will decrease their repurchase intentions to a greater extent; more strongly and negatively adjust their overall relationship quality; and react to the service recovery effort less favorably than those with lower levels of relationships quality.
Abstract: Purpose – The purpose of this paper is to examine whether high quality relationships buffer or magnify the negative impact of a failed service recovery on subsequent consumer attitudes and behaviors.Design/methodology/approach – A total of 264 online shoppers were surveyed using a structured questionnaire. Respondents were asked to imagine themselves in a hypothetical failed service recovery scenario involving a multi‐channel retailer with whom they shop.Findings – Results from a MANCOVA analysis and SEM modeling indicate that, following a failed service recovery incident, high quality relationships present a challenge for the service provider. In accordance with the hypotheses, consumers with a high level of relationship quality will decrease their repurchase intentions to a greater extent; more strongly and negatively adjust their overall relationship quality; and react to the service recovery effort less favorably than those with lower levels of relationship quality.Research limitations/implications – ...

84 citations

Patent
02 Oct 2006
TL;DR: In this paper, a reputation-based communication or content service is defined and a system and method for operating reputation based communication service is presented, which includes obtaining metric related to first user contributor reputation; identifying communication or contents having association with first user contributors; and processing communication and content to generate processed communications or content based on the obtained objective contributor reputation.
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.

84 citations


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Performance
Metrics
No. of papers in the topic in previous years
YearPapers
202318
202259
202125
202040
201938
201843