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.
Papers published on a yearly basis
Papers
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265 citations
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TL;DR: The authors examined the gap between passengers' service expectation and actual service received and the gaps associated with passenger service expectations and the perceptions of these expectations by frontline managers and employees of a Taiwanese airline.
263 citations
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29 Mar 2002TL;DR: A payment service method and system involve a payment service provider, a customer/payor and a consumer provider/payee as discussed by the authors, where the customer/paymentor enrolls in the service and is provided a unique identifier that enables the customer to conduct transactions with the payment service providers.
Abstract: A payment service method and system involve a payment service provider, a customer/payor and a consumer provider/payee. The customer/payor enrolls in the service and is provided a unique identifier that enables the customer to conduct transactions with the payment service provider. The customer/payor interfaces with the payment service provider through various forms of communication, and can facilitate payments to the consumer providers/payees through the payment service provider while remaining anonymous.
263 citations
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13 Apr 2010TL;DR: This paper presents the main criteria which should be considered at the stage of designing the SLA in cloud computing, and investigates the negotiation strategies between cloud provider and cloud consumer and proposes the method to maintain the trust and reliability between each of the parties involved in the negotiation process.
Abstract: Cloud computing has been a hot topic in the research community since 2007. In cloud computing, the online services are conducted to be pay-as-you-use. Service customers need not be in a long term contract with service providers. Service level agreements (SLAs) are agreements signed between a service provider and another party such as a service consumer, broker agent, or monitoring agent. Because cloud computing is a recent technology providing many services for critical business applications, reliable and flexible mechanisms to manage online contracts are very important. This paper presents the main criteria which should be considered at the stage of designing the SLA in cloud computing. Also, we investigate the negotiation strategies between cloud provider and cloud consumer and propose our method to maintain the trust and reliability between each of the parties involved in the negotiation process.
261 citations
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TL;DR: In this paper, the authors investigated the impact of pre-service failure perceptions on customers' satisfaction with the recovery effort of a service failure and found that the most important dimension most important to customers in their assessment of the service recovery effort was the firm accepting the blame, followed by empowerment and apology, and that customers prefer to deal with staff who are empowered to solve their problem quickly.
Abstract: The production of most services depends heavily on human involvement which, by definition, implies variability The difficulty of standardising human behaviour during service delivery at a level expected by customers is exacerbated by the simultaneity of production and consumption When service failures occur, the presence of customers leaves little scope for corrective action without the customer being aware of the mishap The difficulty in avoiding visible service failures does not have to result in dissatisfied customers, however Service firms can go a long way towards turning dissatisfied customers who have had a negative service experience into ones who are likely to remain loyal to the firm That, however, requires an effective service recovery programme This study pursued two objectives The empirical results show that attribution (the firm accepting blame) is, relatively speaking, the dimension most important to customers in their assessment of the service recovery effort, followed by empowerment and apology Once a service failure has occurred, customers prefer to deal with staff who are empowered to solve their problem quickly and they do not want to hear that someone else is to blame An apology in person or, alternatively, by telephone is preferable Surprisingly, pre‐service failure perceptions do not influence the customer’s satisfaction with the recovery effort, suggesting that service recovery is situation‐specific
259 citations