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.

Network service version management

Abstract: Network service version management techniques are disclosed. Service access information, which is associated with access to a network service by a network service user, may be destined for a particular version of the network service. A determination is made as to whether a different version of the network service is accessible by the network service user. If so, then a further determination is made as to whether to select the different version of the network service to process the service access information. Any inconsistency between versions of the network service, such as different information requirements, can be handled by transforming received service access information. A replay function may also be provided, to have service access information again processed by the same or a different version of a network service. This function may be useful, for example, where a version of a service is rolled back or for debugging.

From self-service to super-service: a resource mapping framework for co-creating value by shifting the boundary between provider and customer

Abstract: Improved understanding of how interactions between service providers and customers create value, along with advances in technology, can expand and redefine the roles of both provider and customer in the service delivery process. The traditional boundary between provider and customer can shift toward self service, with the customer performing many of the tasks previously done by the provider, as in self-service check-in at the airport or self-serve salad bars in restaurants. Alternatively, the boundary can shift in the opposite direction--toward what we define as super service--with the provider performing many tasks previously done by the customer, such as a car rental company that delivers vehicles to customers or automatic bill paying services provided by banks. Why do providers shift this boundary in one direction or the other? Increased competition, changing customer attitudes, and new technologies all contribute to the development of new self-service and new super-service delivery configurations. But these new configurations are only effective when they can create additional value for both provider and customer. In this paper, we introduce a resource mapping framework for shifting the service boundary effectively. This framework allows us to examine the continuum of options from self service to super service from a service systems perspective to identify conditions under which shifting the provider-customer boundary creates value.

Application intermediation gateway

Abstract: The present invention provides a system, method and computer program product for implementing application level policies in an operator network, while managing the exchange of data packets between users and service providers during the provisioning of premium data services. The present invention intermediates between a user and a service provider (who may be an enterprise, content provider, an application provider or a partner portal). The present invention enforces access control, prompting, redirection and inline context injection dynamically while the service is being delivered, and generates metering records for billing purposes. Prompting enables notifications and taking inputs from the user while the user accesses chargeable content or when the sharing of user data (profile or choice) occurs between the network and service provider. Inline context injection allows sharing of information regarding the users preference and profile, and capabilities of the devices between the users and the service provider.

Service quality gap analysis in private sector banks- a customers perspective

Abstract: The present study evaluates the customer perceptions of service quality in selected private sector banks. Data was collected from 200 customers of Private Sector Banks using structured questionnaire. Gap analysis and Multi regression were used fro analysis of data. The result shows that the dimension of service quality such as Empathy and Accessibility has more gap, as the customer expectations are high to their perceived service. The result also indicates that Empathy-Reliability-Assurance positively influences the service quality. The study implies that bank should reduce the service gap to deliver superior quality of service to retain existing customers as well as to attract new customers.

Deconstructing mobile commerce service with continuance intention

Abstract: This study develops a theory of personal values and trust in mobile commerce (m-commerce) service systems. Research hypotheses involve the satisfaction formation processes and usage continuance intentions in m-commerce service context, and the participator is selected from three private wireless telecommunication service providers in Taiwan. Results showed: consumers might not use the m-commerce service in the future without being totally satisfied with the system and their customer values; mobile technology trusting expectations were very important in the continued m-commerce service usage behaviour; and the providers might not fulfil the m-commerce service need for consumers, but satisfied with the m-commerce service delivered.