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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Patent•
07 May 2001
TL;DR: In this paper, the authors present a system and methods for implementing a computerized service provider request service for delivering service requests for multiple subscriptions, goods, memberships, etc., to many service providers in a efficient and non-redundant manner.
Abstract: The present invention provides systems and methods for implementing a computerized service provider request service for delivering service requests for multiple subscriptions, goods, memberships, etc., to many service providers in a efficient and non-redundant manner. The present invention comprises a server computer hosting a service provider request service accessible via client system to a plurality of clients and a plurality of service providers, a database of information concerning the services available from a plurality of service providers who offer services to qualified clients, and wherein the service provider request service including an integrated user interface comprising controls whereby a client submits qualification information, the service provider request service being available via a communications network to assist a client in delivering service requests to a plurality of service providers who offer services to qualified clients.
53 citations
TL;DR: In this article, the authors focus on seven key operational issues that may be critical to achieving a productive and smoothly running service operation and the ideal strategy is one that achieves synergy between marketing and operational objectives.
53 citations
TL;DR: In this article, the authors analyzed over 800 critical incidents across six service industries and found that responsiveness, courtesy/understanding the customer and communication frequently function as satisfiers driving the occurrence of positive incidents.
Abstract: Analyzing over 800 critical incidents across six service industries this study finds that responsiveness, courtesy/understanding the customer and communication frequently function as satisfiers driving the occurrence of positive incidents. Lack of competence, credibility and, particularly, reliability function as dissatisfiers driving the occurrence of negative incidents. Two generic dimensions emerge from multiple correspondence analysis: service system versus service people, and customer initiative versus employee initiative. The service system is associated with negative incidents, and service people with positive incidents. Substantial differences between service industries in antecedents of critical incidents emerge. Implications and recommendations for service delivery design and management are offered.
53 citations
Patent•
06 Jun 1995
TL;DR: In this paper, a service order processing system for a public switched telephone network (PSTN) includes a service request from a customer requesting service for a customer location, and determining whether the service request is provisionable responsive to the service requests and predetermined criteria.
Abstract: An administration system for a public switched telephone network (PSTN) includes a service order processing system receiving a service request from a customer requesting service for a customer location, and determining whether the service request is provisionable responsive to the service request and predetermined criteria. When the service order processing system determines that the service request is provisionable, automatically provisioning customer facilities to execute the service request based upon information stored by the service order processing system. The information includes customer identification data and customer facility data, and the information is maintained by the service order processing system without substantially altering the customer facility data. The administration system also includes a verification system responsively connected to the service order processing system and verifying that the customer facilities provisioned by the service order processing system are correct.
53 citations
TL;DR: In this paper, the authors apply a service operations strategy lens and complementary organizational theories to explain how industrial sector characteristics, ownership structure, and functionality of service offering may have influenced B2B e-marketplaces' odds of survival after the bubble.
53 citations