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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20 Jul 2004
TL;DR: In this article, the authors present an approach for automatically changing resource allocation based on a result of measurement of performance information conforming to the service level objective corresponding to various kinds of applications.
Abstract: The present invention is capable of automatically changing resource allocation based on a result of measurement of performance information conforming to the service level objective corresponding to various kinds of applications. For the change of resource allocation, in accordance with a generated resource allocation changing rules and the structure information, the present invention comprises: a performance measurement item template to generate a measurement item of the performance information from the structure information by storing a resource table including a server, network, and storage, an application table indicating structural elements of applications operating on these resources, and an allocation table to applications of resources; a performance measurement engine for measuring the measurement item of this performance information with the performance measurement engine; and a means for generating resource allocation changing rules used for resource allocation change from the structure information.
62 citations
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TL;DR: The results indicate that Responsiveness out of the five service quality dimensions is the most important factor in the perception of 3PL customers.
Abstract: In this study we apply the analytic hierarchy process (AHP) to evaluate the service quality of third-party logistics (3PL) service providers. We first conceptualize five dimensions of 3PL service quality (i.e. tangibles, reliability, responsiveness, assurance and empathy). We then apply the AHP method to determine the relative weights of the five service quality dimensions and eventually select the best 3PL service provider. To implement this idea in practice, we conduct an empirical case study on four companies providing 3PL services in Korea. The results indicate that Responsiveness out of the five service quality dimensions is the most important factor in the perception of 3PL customers.
62 citations
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19 Dec 2005
TL;DR: In this paper, a dynamic contact routing system is proposed to establish a plurality of service provider accounts, where service providers submit bids for a per-contact charge and a contact list is created wherein the service providers are ranked from the highest bidder to the lowest bidder.
Abstract: A dynamic contact routing system includes establishing a plurality of service provider accounts. The service providers submit bids for a per-contact charge. A contact list is created wherein the service providers are ranked from the highest bidder to the lowest bidder. A contact received from a potential customer is routed to the highest ranked bidder service provider on the contact list. If the contact is not responded to or rejected, the contact is rerouted to the next highest ranked service provider on the contact list. The service provider's account who has received the contact is charged the pre-contact amount by that service provider.
62 citations
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TL;DR: In this paper, six case studies were conducted at leading companies that offer a combined product-service offering, to identify how service requirements are typically evaluated at the design stage, and the results show that at companies where after-sales is an important el...
Abstract: After-sales service is a critical element in the successful marketing of many products. Capital goods, for example, manufacturing equipment, require after-sales service such as maintenance and repair in order for customers to get the full value from them. Some manufacturers have started to offer customers an integrated product and service, termed a product-service system in the academic literature. However, in order to deliver such integrated offerings, a different approach to new product development (NPD) is required. This is because the product design influences after-sales service requirements, and so this needs to be considered during NPD. However, researchers have largely ignored the relationship between NPD and service. To address this gap, six in-depth case studies were conducted at leading companies that offer a combined product-service offering, to identify how service requirements are typically evaluated at the design stage. The results show that at companies where after-sales is an important el...
62 citations
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TL;DR: A novel two-phase method to calculate service reputation that uses a dynamic weight formula and an olfactory response formula to mitigate the negative effect of unfair ratings is proposed.
Abstract: Owing to their rapid development, services are increasing rapidly in quantity. The consequence is that there are so many services that share the same or similar functions. Therefore, it is important to select a credible and optimal service. Reputation as one of the important parameters of services plays a significant role in the decision support for service selection. This paper proposes a novel two-phase method to calculate service reputation. The first phase uses a dynamic weight formula to calculate reputation such that it can reflect the latest tendency of a service. The second one uses an olfactory response formula to mitigate the negative effect of unfair ratings. Some experiments are conducted and the results validate the effectiveness of the proposed method.
62 citations