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•
12 Apr 2002
TL;DR: A subscription manager conducts a negotiation with a prospective subscriber and receives from the subscriber an acceptance of the business terms upon which a specified Web service or resource is offered to establish a subscription agreement.
Abstract: A syndicator for disseminating Web services and other resources from service and content providers to service consumers and for establishing and implementing subscription agreements specifying the terms upon which digital assets are provided to subscribers. A registration database stores a service description for each of a plurality of different Web services and other resources. Each stored service description contains an input processing specification, an output processing specification, and the specification of the business terms upon which the described service or resource is offered by its provider to subscribers. A subscription manager conducts a negotiation with a prospective subscriber and receives from the subscriber an acceptance of the business terms upon which a specified Web service or resource is offered to establish a subscription agreement. Event tracking records information describing the performance of each service on behalf of each subscriber to perform subscription accounting functions.
432 citations
TL;DR: The importance of service quality as an indicator of customer satisfaction and organisational performance is widely acknowledged and has led to a major research thrust which has focused on a number of industries within the service sector as discussed by the authors.
Abstract: The importance of service quality as an indicator of customer satisfaction and organisational performance is widely acknowledged and has led to a major research thrust which has focused on a number of industries within the service sector. Some of the research relating to defining and measuring service quality is reviewed and a number of suggestions are made as to how measurement instruments such as SERVQUAL might be improved.
430 citations
TL;DR: In this paper, a model of service provider switching was developed based on Keaveney's work and using related studies from the disciplines of marketing and psychology, and empirically examined using struct...
Abstract: Building on Keaveney’s work and using related studies from the disciplines of marketing and psychology, a model of service provider switching was developed. It was empirically examined using struct...
429 citations
TL;DR: In this paper, the authors investigated the relationship between customer interaction and the fuzzy front-end stages of new service development and found that customer interaction has a positive impact on the performance of new services.
428 citations
TL;DR: In this paper, the authors examined the literature on physical distribution and service quality and conducted interviews with purchasing managers to understand the criteria used to assess physical distribution service quality, and developed and refined a valid and reliable measurement instrument for perceptions of PDSQ.
Abstract: The quality of the physical distribution service industrial purchasers receive from suppliers has been shown to be an important consideration in industrial purchasing decisions. To better understand the criteria used to assess physical distribution service quality, the authors examined the literature on physical distribution and service quality and conducted interviews with purchasing managers. Based on the results of the literature reviews and interviews, plus a two-step data-gathering process, a valid and reliable measurement instrument for perceptions of physical distribution service quality (PDSQ) was developed and refined.
413 citations