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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, the authors report the results of a mixed-method study in a hotel that offers three contributions to the development and refinement of IT-enabled service personalization theory and explore the role of signifiers in the design of customer service systems, showing that they significantly increase customer preference elicitation during the learning phase of the personalization process.

78 citations

Journal ArticleDOI
TL;DR: In this paper, the authors investigate the issues in the context of retail travel agencies, a service setting where new information technologies are questioning personal relationships and where the concepts of service quality and customer loyalty have become critical for differentiating from competitors.
Abstract: Previous research has shown that trust plays a key role in the development of stable relationships between a service provider and its customers, and many authors have devoted considerable attention to identifying its antecedents and consequences. The aim of this study is to investigate these issues in the context of retail travel agencies, a service setting where new information technologies are questioning personal relationships and where the concepts of service quality and customer loyalty have become critical for differentiating from competitors.

78 citations

Journal ArticleDOI
TL;DR: In this article, the authors identify and describe important dimensions of the service process as defined by customers, and compare the results from a specific use context with the recent concept of Service Processes.
Abstract: The aim of this paper is to identify and describe important dimensions of the service process as defined by customers, and to compare the results from a specific use context with the recent concept ...

77 citations

Journal ArticleDOI
TL;DR: An extension of the COPS protocol for intra- and interdomain service level negotiation is proposed, known as COPS-SLS, which allows the configuration of domain policies regarding service levels, and the automatic negotiation of service levels within the domain policies.
Abstract: The deployment of QoS over the Internet may achieve protocols for the negotiation of service levels, as well as mechanisms for the end-to-end realization of service level agreements. Such general-purpose protocols include Common Open Policy Service (COPS) for policy specification within a domain. This article proposes an extension of the COPS protocol for intra- and interdomain service level negotiation. The proposed protocol is known as COPS-SLS. This allows the configuration of domain policies regarding service levels, and the automatic negotiation of service levels within the domain policies.

77 citations

Journal ArticleDOI
TL;DR: In this paper, the authors examined two major issues of concern to service marketers; the dimensions hat comprise service quality and the approach to service quality measurement, and concluded that performance measures, as opposed to performance and expectation measures, are a superior and efficient method for measuring service quality, and service quality is comprised of three underlying dimensions related to process, wt- comes, and tangibles.
Abstract: This research examined two major issues of concern to service marketers; the dimensions hat comprise service quality and the approach to service quality measurement. On the basis of two empirical investigations, one a replication of SERVQUAL and the second employing a revised set of service quality items, it was con- cluded that in the retail banking sector, (1) performance measures, as opposed to performance and expectation measures, are a superior and efficient method for measuring service quality, and (2) service quality is comprised of three underlying dimensions related to process, wt- comes, and tangibles. As well, features that enhanced the customers use of the service appeared to be related to service quality.

77 citations


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