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 Overall Service Quality of a public transport system has been jointly explained by these two overall evaluations when a Structural Equation Model (SEM) approach is adopted.
349 citations
TL;DR: In this paper, the authors developed measures of different social mechanisms used in the interaction between a customer and a service provider and examined their effects and found that customers having a service relationship with a specific provider had more service interactions and were more satisfied than those who did not have one.
Abstract: In 3 separate studies, the authors developed measures of different social mechanisms used in the interaction between a customer and a service provider and examined their effects. Service relationships occur when a customer has repeated contact with the same provider. Service encounters occur when the customer interacts with a different provider each time. Service pseudorelationships are a particular kind of encounter in which a customer interacts with a different provider each time, but within a single company. The 3 studies showed consistently that customers having a service relationship with a specific provider had more service interactions and were more satisfied than those who did not have one. These results held across 7 different service areas, 3 diverse samples, and 2 different ways of measuring a service relationship.
344 citations
TL;DR: In this article, the authors argue that the long-term superiority of a service firm is determined by the organization's ability to maintain their relationship with the customer by offering "service loyalty", a demonstration of the commitment to maintain the service promise.
Abstract: The premise of 'quality of service' as the competitive edge in gaining market leadership has been well recognized both in academic research and by leading service organizations. However, it has become increasingly important for organizations to find ways, not only to reach the top, but to maintain that leadership in an ever increasing competitive market-place. In order to protect their long-term interest, service organizations are seeking ways to forge and to maintain an on-going relationship with their customers. This paper presents the changing focus of service quality from a mere competing instrument to that of the basic core of the service concept in meeting and exceeding customer expectations. It is argued that long-term superiority of a service firm is dictated by the organization's ability to maintain their relationship with the customer by offering 'service loyalty': a demonstration of the organization's commitment to maintain the service promise. The thesis here argues that service loyalty preced...
336 citations
TL;DR: In this article, a simple index which can be applied to ordinal or cardinal data and will provide a convenient aggregate summary of the extent to which a product or service meets consumer expectations is proposed.
Abstract: The intangibility of services presents a number of problems for the measurement of quality and customer satisfaction. Proposes a simple index which can be applied to ordinal or cardinal data and will provide a convenient aggregate summary of the extent to which a product or service meets consumer expectations. The index, though simple, is robust, and is applied to the problem of analysing the quality of banking services provided to small firms in the United Kingdom.
334 citations
IBM1
TL;DR: A framework for providing customers of Web services differentiated levels of service through the use of automated management and service level agreements (SLAs) is described, which was implemented as the utility computing services part of the IBM Emerging Technologies Tool Kit, which is publicly available on the IBM alphaWorksTM Web site.
Abstract: In this paper we describe a framework for providing customers of Web services differentiated levels of service through the use of automated management and service level agreements (SLAs). The framework comprises the Web Service Level Agreement (WSLA) language, designed to specify SLAs in a flexible and individualized way, a system to provision resources based on service level objectives, a workload management system that prioritizes requests according to the associated SLAs, and a system to monitor compliance with the SLA. This framework was implemented as the utility computing services part of the IBM Emerging Technologies Tool Kit, which is publicly available on the IBM alphaWorksTM Web site.
334 citations