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.

Measuring information systems service quality: lessons from two longitudinal case studies

Abstract: IS service quality was measured three times in an information management consulting firm and an information service business. After the first measurement, IS management initiated several actions to improve service quality. The second measurement indicated that service quality improved in the intervening period. When service quality was measured a third time, it had returned to the levels of the first measurement. The evidence suggests that management’s attention to service quality waned after about a year, and IS management needs to recognize that service quality is not a fad but an ongoing commitment. The paper concludes by recognizing that defivering IS service quality requires action at three levels (strategic, tactical, and operational) and that the ClO must pay continuing attention to IS service quality. A model for building service quality into IS is described.

Service recovery attributions and word‐of‐mouth intentions

Abstract: The impact of service recovery attributions in determining consumers’ intentions of engaging in post‐recovery word‐of‐mouth behaviors is examined. Research questions are investigated utilizing satisfactory service recovery scenarios that vary in their perceived likelihood of reoccurrence (i.e. stability) and responsibility for the recovery (i.e. locus) in three service industries. Results indicate that consumers who have service failures satisfactorily corrected demonstrate a strong propensity to share positive information about their experience. As a person’s social network extends outward, stability and locus interact to influence intentions to discuss a service failure/recovery. A greater propensity to share information and higher levels of customer praise and recommendations were found for shorter service recovery times. Recommendations for customer service managers are provided.

Composing Web services: a QoS view

Abstract: An Internet application can invoke several services--a stock-trading Web service, for example, could invoke a payment service, which could then invoke an authentication service. Such a scenario is called a composite Web service, and it can be specified statically or established dynamically. Dynamic composition of Web services requires service consumers to discover service providers that satisfy given functional and nonfunctional requirements including cost and QoS requirements such as performance and availability. In previous columns, I've examined how quality of service (QoS) comes into play for service providers, consumers, and parallel transactions. Here, I'll show how it fits into composite Web services.

Strategic analysis of healthcare service quality using fuzzy AHP methodology

Abstract: Managers in the service sector are under pressure to demonstrate that their services are customer-focused and that continuous performance improvement is being delivered. It is essential that customer expectations are properly understood and measured under the constraints that organizations must manage. The majority of the work to date has attempted to use the SERVQUAL (service quality) methodology in an effort to measure service quality. In this study, firstly the concept and factors of service quality are examined. Then a fuzzy AHP (analytic hierarchy process) is structured to evaluate the proposed service quality framework. A case study in healthcare sector in Turkey is presented to clarify the methodology.

Measuring Service Quality in Restaurants: an Application of the Servqual Instrument:

Abstract: Can SERVQUAL-traditionally an instrument for measuring service quality- be proven as an effective tool in assessing customer perceptions of service quality in restaurants? The research presented in...