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.

Tracking the availability of service providers across multiple platforms

Abstract: Amongst other things, the availability of service providers is tracked across one or more service provider networks. A status change of the service provider is identified on one or more of the service provider networks and the other service provider networks associated with the service provider is sent data indicating the changed status of the service provider.

Monitoring and Reputation Mechanisms for Service Level Agreements

Abstract: A Service Level Agreement (SLA) is an electronic contract between a service user and a provider, and specifies the service to be provided, Quality of Service (QoS) properties that must be maintained by a provider during service provision (generally defined as a set of Service Level Objectives (SLOs)), and a set of penalty clauses specifying what happens when service providers fail to deliver the QoS agreed. Although significant work exists on how SLOs may be specified and monitored, not much work has focused on actually identifying how SLOs may be impacted by the choice of specific penalty clauses. A trusted mediator may be used to resolve conflicts between the parties involved. The objectives of this work are to: (i) identify classes of penalty clauses that can be associated with an SLA; (ii) define how to specify penalties in an extension of WS-Agreement; and (iii) specify to what extent penalty clauses can be enforced based on monitoring of an SLA.

Resource allocation device for providing a differentiated service and a method thereof

Abstract: A resource allocation device includes a database of user and service information, a resource allocation management unit for determining whether a service request agrees with a service level agreement and whether it accepts a resource allocation request, a service level agreement unit for negotiating the service level agreement with the user, sending the received service request to the resource allocation management unit, acquiring the result of the resource allocation request, and transmitting the result of the resource allocation request to the user, a routing information management unit for obtaining a network configuring information, storing the network configuring information in the database, discovering the path to provide the service and storing the discovered path in the database to be reused and a policy control management unit for deciding a policy according to whether the service request and the resource allocation request are accepted.

Exploring Determinants and Effects of Shared Responsibility in Service Exchanges

Abstract: Service inseparability means that customers and service providers rely on each other for successful exchanges. Customer and employee interdependence or shared responsibility is often needed to complete a service transaction. Although shared responsibility is an integral part of service exchanges, few studies examine its effect on customers. Based on existing theory, we propose that perceptions of shared responsibility for service exchanges create value for customers and positively affect their responses to the service. We conduct three studies to evaluate this idea. In Study 1, we find empirical support for the direct and indirect effects of shared responsibility on willingness to pay a price premium for the service received in a full-service restaurant setting. In Study 2, we find that perceptions of shared responsibility for student learning lead to favorable emotional and attitudinal responses toward the educational experience. In Study 3, we show that for unsuccessful service exchanges, customer perce...