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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.


Papers
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Journal ArticleDOI
TL;DR: In this paper, the authors identified six key online retailing service quality dimensions as perceived by online customers: reliable/prompt responses, access, ease of use, attentiveness, security, and credibility.
Abstract: Online service quality is one of the key determinants of the success of online retailers. This exploratory study revealed some important findings about online service quality. First, the study identified six key online retailing service quality dimensions as perceived by online customers: reliable/prompt responses, access, ease of use, attentiveness, security, and credibility. Second, of the six, three dimensions, notably reliable/prompt responses, attentiveness, and ease of use, had significant impacts on both customers' perceived overall service quality and their satisfaction. Third, the access dimension had a significant effect on overall service quality, but not on satisfaction. Finally, this study discovered a significantly positive relationship between overall service quality and satisfaction. Important managerial implications and recommendations are also presented.

330 citations

Journal ArticleDOI
TL;DR: In this paper, a content analysis of 111 women's apparel retail web sites was conducted to assess online retailers' performance in providing online service attributes, and the overall extent to which current online retailers provide online services attributes appears to be low.
Abstract: Purpose – This paper aims first, to identify online service attributes that facilitate efficient and effective shopping, purchasing, and delivery based on the modified E‐S‐QUAL scale and, second, to evaluate the extent to which current online retailers provide such service attributes as an objective measure of service performance. Design/methodology/approach – A content analysis of 111 women's apparel retail web sites was conducted to assess online retailers' performance in providing online service attributes. Findings – The overall extent to which current online retailers provide online service attributes appears to be low. Managerial implications are provided to help online retailers improve their service performance. Originality/value – This study provides an objective way to evaluate online retailers' service performance and thus complement existing online service quality research based on consumer perceptions and evaluation of online service quality. In addition, the coding guide developed in this study provides an easy and practical tool that can be used by online retailers for the self‐assessment of online service performance.

329 citations

Journal ArticleDOI
TL;DR: In this article, the authors aim to shed light on the reasons why customers adopt or reject technologically facilitated means of service delivery, and to develop a means by which likely adoption or rejection may be predicted.
Abstract: The use of technology to enable or facilitate the delivery of services has the potential to benefit customers and service providers alike. Correspondingly, however, the purposes to which technology is put, and the manner in which it is used, also has the potential to disenfranchise customers. Therefore the operational desirability and gains of any employment of technology to facilitate service provision should be balanced against the perceptions and behavioural response of customers. Our research aims to shed light on the reasons why customers adopt or reject technologically facilitated means of service delivery, and to develop a means by which likely adoption or rejection may be predicted. The research we have undertaken to date suggests that adoption or rejection of technologically facilitated services is moderated by the personal capacity and willingness of individuals.

328 citations

Book
13 Nov 2003
TL;DR: Schneider and White as discussed by the authors present a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates, and cover the diverse conceptual and empirical approaches that characterize thinking and research on service quality, especially service delivery.
Abstract: Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates Authors Benjamin Schneider and Susan S White cover the diverse conceptual and empirical approaches that characterize thinking and research on service quality, especially service delivery It introduces the concept of service and the important ways service production can differ from goods production It also presents a history of the concept of product quality and the emergence of concern for service quality

328 citations

Journal ArticleDOI
TL;DR: This paper proposes a QoS-aware binding approach based on Genetic Algorithms that includes a feature for early run-time re-binding whenever the actual QoS deviates from initial estimates, or when a service is not available.

328 citations


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Performance
Metrics
No. of papers in the topic in previous years
YearPapers
202318
202259
202125
202040
201938
201843