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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.


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Patent
31 Jan 2001
TL;DR: In this article, the authors describe a system that uses a first service provider such as a WAN cellular service provider to initiate a communications exchange between a plurality of communications units and a second service provider (e.g., a WLAN service provider) to provide enhanced communications services.
Abstract: Apparatus and methods using a first service provider such as a WAN cellular service provider to initiate a communications exchange between a plurality of communications units and a second service provider such as WLAN service provider to provide enhanced communications services to the units has been disclosed and described.

218 citations

Journal ArticleDOI
TL;DR: The results demonstrate that the customer intensity of the service is a critical driver of equilibrium price, service speed, demand, congestion in queues, and service provider revenues.
Abstract: In many services, the quality or value provided by the service increases with the time the service provider spends with the customer. However, longer service times also result in longer waits for customers. We term such services, in which the interaction between quality and speed is critical, as customer-intensive services. In a queueing framework, we parameterize the degree of customer intensity of the service. The service speed chosen by the service provider affects the quality of the service through its customer intensity. Customers queue for the service based on service quality, delay costs, and price. We study how a service provider facing such customers makes the optimal “quality--speed trade-off.” Our results demonstrate that the customer intensity of the service is a critical driver of equilibrium price, service speed, demand, congestion in queues, and service provider revenues. Customer intensity leads to outcomes very different from those of traditional models of service rate competition. For instance, as the number of competing servers increases, the price increases, and the servers become slower. This paper was accepted by Sampath Rajagopalan, operations and supply chain management.

218 citations

Journal ArticleDOI
TL;DR: The findings show that customers’ perceptions of service quality of travel agencies consist of three primary dimensions: personal interaction, physical environment and outcome, which are defined by seven subdimensions.

217 citations

Proceedings ArticleDOI
02 Nov 2016
TL;DR: Morpheus is a new system that codifies implicit user expectations as explicit Service Level Objectives (SLOs) inferred from historical data, enforces SLOs using novel scheduling techniques that isolate jobs from sharing-induced performance variability, and mitigates inherent performance variance by means of dynamic reprovisioning of jobs.
Abstract: Modern resource management frameworks for large-scale analytics leave unresolved the problematic tension between high cluster utilization and job's performance predictability--respectively coveted by operators and users. We address this in Morpheus, a new system that: 1) codifies implicit user expectations as explicit Service Level Objectives (SLOs), inferred from historical data, 2) enforces SLOs using novel scheduling techniques that isolate jobs from sharing-induced performance variability, and 3) mitigates inherent performance variance (e.g., due to failures) by means of dynamic reprovisioning of jobs. We validate these ideas against production traces from a 50k node cluster, and show that Morpheus can lower the number of deadline violations by 5× to 13×, while retaining cluster-utilization, and lowering cluster footprint by 14% to 28%. We demonstrate the scalability and practicality of our implementation by deploying Morpheus on a 2700-node cluster and running it against production-derived workloads.

217 citations

Journal ArticleDOI
TL;DR: In this article, the authors developed a product life cycle model that studies a set of strategic choices facing manufacturers as they design the joint product/service bundle for a product which may require maintenance and repair support after its sale.
Abstract: In this paper we develop a product life-cycle model that studies a set of strategic choices facing manufacturers as they design the joint product/service bundle for a product which may require maintenance and repair support after its sale. The choice parameters of interest include the product price, the quality of after-sales service and the price to be charged for the after-sales service. We adopt a competitive, game-theoretic as opposed to single-firm optimization framework, where there is competition for the provision of after-sales service between the manufacturer and an independent service operator. The product price and the service quality/price are characterized by an equilibrium to a sequential game. The resulting outcome is applied to support the valuation of alternative product designs in explicit consideration of the tradeoff between profit from product sale and from the provision of after-sales service. The model can also be used to evaluate the asset value of a firm's customer base.

217 citations


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