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.

Inter‐firm customer knowledge sharing in logistics services: an empirical study

Abstract: Purpose – The purpose of this paper is to examine customer knowledge sharing between a buyer of a logistics service and the logistics service provider (LSP). The authors attempt to fill the gap in current research by investigating inter‐firm customer knowledge sharing.Design/methodology/approach – A survey study was conducted. Data were collected from buyers of logistic services. Confirmatory factor analysis and multiple regression were used to analyze data and test hypotheses.Findings – Results suggest that open and fluent communication mediates the relationship between customer knowledge sharing and satisfaction with a logistics service provider. In addition, the close relationship with the logistics service provider is needed to strengthen the relationship between customer knowledge sharing and satisfaction with the logistics service provider.Research limitations/implications – This study provided new empirical evidence concerning inter‐firm customer knowledge sharing. The authors suggest that logistic...

Method and apparatus for middleware assisted system integration in a federated environment

Abstract: The present invention provides a computer implemented method, data processing system, and computer usable program code for instantiating a service on a network (100). A service infrastructure manager (524, 702) determines whether a service (718a, 718b, 718c) is available at a requested quality of service in response to receiving (802) a request for the service that specifies the quality of service. The service infrastructure manager (524, 702) performs (804) an analysis of components associated with the service (718a, 718b, 718c) to identify resources (716a, 716b, 716c) needed to create the service in response to the service (718a, 718b, 718c) being unavailable at the requested quality of service. Based on the analysis, the service infrastructure manager (524, 702) allocates resources (716a, 716b, 716c) to support the service (718a, 718b, 718c) and instantiates the service (718a, 718b, 718c) at the requested quality of service after the resources (716a, 716b, 716c) have been allocated.

System and method for providing customer personalized and modifiable subscriber services

Abstract: A telephone system provides subscribers with access to a service provider's platform logic and data implemented in any runtime environment. In one embodiment, the service logic is embodied in Java applets and Java beans in a JAVA virtual machine for subscriber personalizing and modifying the service logic. The provider provides the subscriber a tool kit or access to a support server for writing service logic modifications as JAVA beans. The service logic modification is achieved in a process in which the service requirements and objectives are set. The service specifications are designed, implemented, tested, and rolled out. Initial service provisioning and support is provided a subscriber, service modification by the subscriber is made to subscriber data provisioning and subscriber service logic provisions. A modified service logic is locally tested by the subscriber, followed by remote testing of the modification on the service provider's premises. The service provider provisions and then supports the modified service logic.

Exploring a new perspective on service efficiency: service culture in retail organizations

Abstract: Purpose – The purpose of this paper is to introduce the concept of retailer service culture. A service culture is the customer‐centric culture aimed at exceeding customer expectations and creating superior customer value through the development of service and related performance competencies.Design/methodology/approach – In this research, surveys were conducted with key decision makers in various retail positions across the USA to develop a customer service‐based measure of service culture and test it against traditional retail management performance outcomes.Findings – The results of this research demonstrate that service culture is a unidimensional construct and is positively related to increases in market performance and customer perceptions of quality for the retailer.Practical implications – Service culture provides retailers with a new perspective to examine their service orientation internally. Additionally, service culture extends to the relationships that retailers develop with their suppliers.Or...

Can customers detect script usage in service encounters? An experimental video analysis.

Abstract: Service scripts are predetermined guides for employees to follow when delivering service to customers. Some services require employees to strictly follow a script, whereas others use scripts more flexibly, if at all. Extant research regarding service scripts in the domain of service operations has mainly addressed the topic from more of a process view as a control mechanism for the encounter but minimal research has examined customer perceptions of scripted service. The authors examine a pivotal first question, which is if customers can detect different approaches to script use. To answer the question, the authors conducted a video experiment of face-to-face service encounters in the hospitality industry. The results indicate that customers can detect degrees of script use across both standardized and customized encounter types. This work serves as initial empirical evidence that customers are indeed capable of detecting subtleties in scripting approaches in different service situations and supports that ...