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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 article, the authors proposed that antecedent states such as an ongoing rapport with service employees can also provide service recovery benefits, and four independent studies test this approach and indicate that an existing rapport between the customer and service provider results in increased post failure customer satisfaction, increased repatronage intentions, and decreased negative word of mouth.
Abstract: Researchers and practitioners have invested heavily in identifying effective complaint management strategies. However, most of the strategies identified to date occur only after a service failure occurs. This article proposes that antecedent states such as an ongoing rapport with service employees can also provide service recovery benefits. Four independent studies test this approach and indicate that an existing rapport between the customer and service provider results in increased postfailure customer satisfaction, increased repatronage intentions, and decreased negative word of mouth. Yet results for complaint intentions suggest that rapport does not increase the propensity for customers to complain about poor service. These results are discussed in terms of their implications for research and practice.

294 citations

Journal ArticleDOI
TL;DR: This research note adapts the ZOT and the generic operational definition from marketing to the IS field, assessing its psychometric properties and concludes that the instrument shows validity of a four-dimension IS ZOT SERVQUAL measure for desired, adequate, and perceived service quality levels.
Abstract: The expectation norm of Information Systems SERVQUAL has been challenged on both conceptual and empirical grounds, drawing into question the instrument's practical value. To address the criticism that the original IS SERVQUAL's expectation measure is ambiguous, we test a new set of scales that posits that service expectations exist at two levels that IS customers use as a basis to assess IS service quality: (1) desired service: the level of IS service desired, and (2) adequate service: the minimum level of IS service customers are willing to accept. Defining these two levels is a "zone of tolerance" (ZOT) that represents the range of IS service performance a customer would consider satisfactory. In other words, IS customer service expectations are characterized by a range of levels, rather than a single expectation point. This research note adapts the ZOT and the generic operational definition from marketing to the IS field, assessing its psychometric properties. Our findings conclude that the instrument shows validity of a four-dimension IS ZOT SERVQUAL measure for desired, adequate, and perceived service quality levels, identifying 18 commonly applicable question items. This measure addresses past criticism while offering a practical diagnostic tool.

288 citations

Proceedings ArticleDOI
TL;DR: The result of this work can serve as a Micro-benchmark in studies/research related with IoT and Fog Computing, and can be used for Quality of Service (QoS) and Service Level Objective benchmarking for IoT applications.

288 citations

Patent
12 Jun 2001
TL;DR: In this paper, the authors present methods and systems for providing differentiated service that may be employed, for example, to deliver content or services in a network environment, including both differentiated information service and differentiated business service.
Abstract: Methods and systems for providing differentiated service that may be employed, for example, to deliver content or services in a network environment. Differentiated services that may be so delivered include both differentiated information service that may be implemented, for example, at the system and/or processing level, as well as differentiated business service that may be implemented, for example, to differentiate information exchange between different network entities such as different network provider entities, different network user entities, etc. The methods and systems may include or facilitate provisioning of system service parameters such as service level agreement (“SLA”) policies and may be employed in network computing system environments to enable differentiated service provisioning, for example, in accordance with business objectives.

285 citations

Journal ArticleDOI
TL;DR: In this article, an empirical examination of airline passengers is conducted for airlines competing on the transatlantic corridor using a survey instrument in three languages, including English, French and German, to determine if consumer expectations and perceptions of airline service quality vary by nationality and whether the relative importance attributed to service quality dimensions in domestic settings can be replicated internationally.
Abstract: The primary objectives of this study are to determine if consumer expectations and perceptions of airline service quality vary by nationality. The study also examines whether the relative importance attributed to service quality dimensions in domestic settings can be replicated internationally. An empirical examination of airline passengers is conducted for airlines competing on the transatlantic corridor using a survey instrument in three languages. The study is the first application of an existing model, SERVQUAL, to examine consumer expectations and perceptions in an international environment. It differs from earlier published SERVQUAL research in two significant respects; first, it applies the model internationally in a general classification of business, i.e. international airline service, rather than to individual domestic business enterprises. Second, it applies a portion of the SERVQUAL model to assess service quality by comparing the expectations and perceptions that European and US airline passengers have of both European and US airline groups.

285 citations


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