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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28 Jun 2002
TL;DR: In this paper, the authors present a system for providing mobile and electronic commerce, customer care and communication services via networks, including receiving in a roaming network an identification number and a request for a service, forwarding to a home network the identification number, the request for the service, and a cost/rate of the service.
Abstract: A method and apparatus for providing mobile and electronic commerce, customer care and communication services via networks, including receiving in a roaming network an identification number and a request for a service, forwarding to a home network the identification number, the request for the service, and a cost/rate of the service, verifying, by a convergent communication platform located on the home network, that the identification number relates to a valid user account, that a user device is authorized to receive the service, and that the valid user account has sufficient value, providing an authorization to the service provider, and charging the valid user account on a real time basis. The convergent communications system employs a rule set usable in determining at least one rule applicable for authorizing a transaction and debiting an account of the authorized user according to the at least one rule, in real time.
249 citations
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01 Dec 2002TL;DR: A conceptual model for reputation is described using which reputation information can be organized and shared and service selection can be facilitated and automated.
Abstract: Current Web services standards enable publishing service descriptions and finding services on a match based on criteria such as method signatures or service category. However, current approaches provide no basis for selecting a good service or for comparing ratings of services. We describe a conceptual model for reputation using which reputation information can be organized and shared and service selection can be facilitated and automated.
245 citations
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TL;DR: In this paper, the authors developed a battery of measures that can be used to measure customer service quality in e-banking services, including access, website interface, trust, attention and credibility.
Abstract: Service quality measurement in Internet banking services is an area of growing interest to researchers and managers. Building on a synthesis of the extant literature on service quality in traditional services and that of Internet delivered services, this study develops a battery of measures that can be used to measure customer service quality in e-banking services. The study shows that service quality in e-banking can be measured using twenty-one parsimonious measures spread across five dimensions, namely, access, Website interface, trust, attention and credibility. The article discusses the importance of these findings for practitioners and for future research on service quality in Internet delivered services.
243 citations
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TL;DR: In this paper, the authors present the results of an exploratory study on customer perceptions of service quality in travel agencies, using data collected from 277 respondents, and identify six factors that explain service quality.
Abstract: This article presents the results of an exploratory study on customer perceptions of service quality in travel agencies, using data collected from 277 respondents. Six factors that explain service quality are identified. In order of importance, these factors are corporate image, competitiveness, courtesy, responsiveness, accessibility, and compe tence. Implications for developing marketing strategy and controlling service quality are given.
240 citations
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TL;DR: In this paper, a new method for capturing the customer's zone of tolerance for service quality is proposed, which is interpreted as a kind of inertia regarding behavioral responses to disconfirmation of expectation.
Abstract: Focuses on proposing a new method for capturing the customer′s zone
of tolerance for service quality. Interprets the zone of tolerance as a
kind of inertia regarding behavioural responses to disconfirmation of
expectations. Gives a predicted example in which adequate and desired
expectations are operationalized by conjoint analysis. Explores the
relationship between expectations, service quality, and service value.
Gives examples of the kinds of result which one can obtain using the
proposed method.
240 citations