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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Patent•
01 Feb 2000
TL;DR: In this paper, a system for processing an order to change communication service includes a client that receives order data and an authorization image associated with a customer that desires to change the communication service, and a server coupled to the client using a communication network.
Abstract: A system for processing an order to change communication service includes a client that receives order data and an authorization image associated with a customer that desires to change communication service. The system also includes a server coupled to the client using a communication network. The server receives the order data and the authorization image from the client, generates a service request using the order data, and initiates communication of the service request to a communication service provider of the customer to change communication service.
76 citations
TL;DR: In this article, the mismatch between customers' and employees' assessments of service in five-star hotels was investigated, and the results of a three-phase study were reported, concluding with practical implications and recommendations for service provider training programs.
Abstract: Service providers are recognizing the importance of customer service and are investing considerable amounts of effort, time and other resources into training programs to improve customer service. Customers, on the other hand, are demanding greater levels of service. The importance of customer expectations of service quality has been acknowledged. However, there are relatively few studies which address the extent to which customer expectations of service quality and their subsequent assessment of the service compares with that of the service providers and even fewer which try to redress the issue through training programs. Builds on the existing literature and reports the results of a three‐phased study which investigates the mismatch between customers’ and employees’ assessments of service in five‐star hotels. Concludes with practical implications and recommendations for service provider training programs.
76 citations
TL;DR: In this article, the authors provide a theoretical and empirical investigation of the relationship between consumer expectations and consumer perceptions of service quality and find that consumer expectations are positive predictors of 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...
76 citations
TL;DR: In this paper, the authors focus on the perceived value of a service by a customer, the perceived quality and value of service, and the role of expectations, shortfalls, and bonuses in the valuation process.
Abstract: Focuses on the perceived value of a service by a customer, the perceived quality and value of a service, and the role of expectations, shortfalls, and bonuses in the valuation process. Considers on the implications of key relationships in the marketing and delivery of services. Characterizes customer perception of the perceived value of a service and quality of service in multivariate space. This model yields a value vector that summarizes the perceived value of a service and service quality to a customer. The perceived value vector summarizes the aggregate effects of variables of influence on perceived value. Relates service delivery to customer expectations. In this context, illuminates important issues related to exante versus ex post expectations. Introduces the concept of expectations‐delivery variance (EDV). Examines the concept of delivery shortfalls as well as delivery excess, with excess leading to bonus fulfillment. Shortfalls and bonuses have residual effects. Asserts that shortfalls and bonus effects have asymmetric affects in terms of residual influence on future perceptions of customer expectations of service value.
76 citations
TL;DR: In this article, a list of 28 potential service skills was developed and placed into a questionnaire format, and experienced service representatives rated the importance of these skills for job success, yielding a complex ability profile.
Abstract: This research documents the requisite skills for business‐to‐business service representatives. Using job observation and group interviews, a list of 28 potential service skills was developed and placed into a questionnaire format. Experienced service representatives rated the importance of these skills for job success, yielding a complex ability profile. These abilities dovetail with previous work discussing service provider characteristics, yet offer a more detailed and behaviorally oriented view of the worker skills that ensure effective service encounters. Implications for understanding service demands and staffing a workforce with the skills needed to deliver quality service are discussed.
76 citations