Topic
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.
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TL;DR: In this article, customer contact employees described service failures and subsequent service recoveries, both satisfactory and dissatisfactory, which were categorised in relation to employee response to service delivery system failures, response to customer needs and requests, unprompted employee actions and problem customers.
Abstract: The focus of this article is the perspective of customer contact‐employees on service failure and service recovery. Data were collected, using a critical incident methodology, from a sample of font‐line employees in UK theme parks. They described service failures and subsequent service recoveries, both satisfactory and dissatisfactory, which were categorised in relation to employee response to service delivery system failures, employee response to customer needs and requests, unprompted employee actions and problem customers. The findings revealed a diversity of service failures and recovery actions, and implications for theme park managers are discussed, with respect to managing the delivery of service and the role of customer‐contact employees with regard to training, empowerment and team‐building activities.
82 citations
Patent•
IBM1
TL;DR: In this paper, a method for managing a computer system includes monitoring first violations of a service level objective (SLO) of service running on the computer system so as to determine a first statistical behavior of the first violations.
Abstract: A method for managing a computer system includes monitoring first violations of a service level objective (SLO) of a service running on the computer system so as to determine a first statistical behavior of the first violations. Second violations of a component performance threshold of a component of the computer system are monitored so as to determine a second statistical behavior of the second violations. A model that predicts the second statistical behavior based on the first statistical behavior is produced. The component performance threshold is automatically adjusted responsively to the model, so as to improve a prediction of the first violations by the second violations.
82 citations
25 Jun 2012
TL;DR: In this article, the authors introduce services, the organizational setting, service design, service quality, service encounter, and service communications, as well as the service index, which is used for measuring and evaluating the service Index.
Abstract: Preface Acknowledgements Introducing services The organizational setting Service design The service setting Service quality The service encounter Service employees Managing demand and supply Service communications Performance measurement Delivering satisfaction Monitoring and evaluating the service Index.
82 citations
TL;DR: In this paper, the authors explore the patterns of service strategy changes in manufacturing firms and indicate how each pattern is interrelated with modifications in organizational design elements and provide evidence of specific alignment between service strategy and organizational design element.
Abstract: Purpose – The purpose of this paper is to explore the patterns of service strategy changes in manufacturing firms and indicates how each pattern is interrelated with modifications in organizational design elements.Design/methodology/approach – The paper draws on a longitudinal study using a survey of 97 manufacturers of capital goods. In addition, 15 case studies have been conducted. Survey and qualitative data are obtained in 1997, 2001, and 2004.Findings – The findings highlight four patterns of service strategy changes: from customer service strategy to after‐sales service provider, from after‐sales service provider to customer‐support service provider, from customer‐support service provider to development partner, and from customer‐support service provider to the outsourcing partner. Evidence of specific alignment between service strategy and organizational design elements is provided.Research limitations/implications – The main limitation of this paper is the purposive sample.Practical implications –...
82 citations
30 Aug 2009
TL;DR: This article conceptualise an e-government service quality model (e-GovQual) and then develops, refine, validate, confirm and test a multiple-item scale for measuring e- government service quality for public administration sites where citizens seek either information or services.
Abstract: A critical element in the evolution of e-governmental services is the development of sites that better serve the citizens' needs. To deliver superior service quality, we must first understand how citizens perceive and evaluate online citizen service. This involves defining what e-government service quality is, identifying its underlying dimensions, and determining how it can be conceptualized and measured. In this article we conceptualise an e-government service quality model (e-GovQual) and then we develop, refine, validate, confirm and test a multiple-item scale for measuring e-government service quality for public administration sites where citizens seek either information or services.
82 citations