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: The goal of this article is to compare the approaches to QoS description in the literature, where several models and metamodels are included, and to analyze where the need for further research and investigation lies.
Abstract: Quality of service (QoS) can be a critical element for achieving the business goals of a service provider, for the acceptance of a service by the user, or for guaranteeing service characteristics in a composition of services, where a service is defined as either a software or a software-support (i.e., infrastructural) service which is available on any type of network or electronic channel. The goal of this article is to compare the approaches to QoS description in the literature, where several models and metamodels are included. consider a large spectrum of models and metamodels to describe service quality, ranging from ontological approaches to define quality measures, metrics, and dimensions, to metamodels enabling the specification of quality-based service requirements and capabilities as well as of SLAs (Service-Level Agreements) and SLA templates for service provisioning. Our survey is performed by inspecting the characteristics of the available approaches to reveal which are the consolidated ones and which are the ones specific to given aspects and to analyze where the need for further research and investigation lies. The approaches here illustrated have been selected based on a systematic review of conference proceedings and journals spanning various research areas in computer science and engineering, including: distributed, information, and telecommunication systems, networks and security, and service-oriented and grid computing.
397 citations
TL;DR: In this article, the authors investigated the influence of justice on measures of customer satisfaction within a hotel setting and found that satisfaction varied significantly depending on the various combinations of service recovery measures, such as the level of concern shown by the service provider, the degree of 'voice' given to the customer, and the type of compensation.
393 citations
TL;DR: A 17-item scale emerges following the study to develop an instrument for measuring customer service quality at trading bank branches, with a focus on retail banking as mentioned in this paper, which addresses the psychometric shortcomings of the existing work in service quality research.
Abstract: A 17‐item scale emerges following the study to develop an instrument for measuring customer service quality at trading bank branches, with a focus on retail banking. The conceptual framework addresses the psychometric shortcomings of the existing work in service quality research. A robust research design takes the study through multiple stages of development where the construct is pretested and piloted; in the main survey stage, data collection methods are triangulated, returning 791 completed questionnaires. Analysis of instrument reliability, dimensionality and validity present gratifying results; for example, scale alpha is recorded at 0.9249. The instrument can be applied as part of branch performance measurement, as well as help diagnose problems in delivery of service, and segment the bank′s customer base for healthier decision making in marketing.
380 citations
TL;DR: In this article, service quality research in traditional services and, more recently, in e-services tends to take a long time and is typically multichannel, whereas in virtual channels of delivery such as the Internet are typically multi-channel.
Abstract: Services employing virtual channels of delivery such as the Internet are typically multichannel. Service quality research in traditional services and, more recently, in e-services tends to take a s...
374 citations
TL;DR: In this article, the authors used a controlled repeated measures design where subjects were each asked to evaluate three services, varying in their degree of intangibility, over a ten-week period.
Abstract: Among the areas which need to be addressed in service quality research is the nature of consumer expectations across the range of intangibility. Previous research has compared consumers’ service quality expectations across services, but different groups of subjects were evaluated for each different service. The problem with using different subjects for each service is that the subject’s demographic characteristics may be responsible for the significant differences in expectations of quality. This research uses a controlled, repeated measures design where subjects were each asked to evaluate three services, varying in their degree of intangibility, over a ten week period. This made it possible to look at service quality expectations without risking the problem that demographics would account for most of the differences in the data. A classification matrix for services based strictly on the feature of intangibility is proposed. The managerial implications of this simplified classification scheme for services are discussed.
373 citations