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.
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TL;DR: In this article, a conceptual model, based on field theory, is developed to integrate key variables derived from recent studies of consumer waiting behavior, including the roles of the disconfirmation of consumers' wait time expectations, prior service encounters, and the quality of the customer's encounter with the contact employee.
Abstract: Both empirical evidence and logic suggest that there is a strong negative correlation between waiting time and a customer's evaluation of the quality of a service. The evaluation of service, in turn, is related strongly to customers' loyalty and other important outcomes. A conceptual model, based on field theory, is developed. The model integrates key variables derived from recent studies of consumer waiting behavior. Also incorporated are relevant constructs from the extant services literature, including the roles of the disconfirmation of consumers' wait time expectations, prior service encounters, and the quality of the customer's encounter with the contact employee. Finally, data from actual consumers in a natural queueing context are used to test the theoretical framework. Analysis of the data, with the use of multiple regression, demonstrates a strong pattern of support for the field-theory-based hypotheses, confirming the important role of queue wait management in customer evaluations of service quality. © 1998 John Wiley & Sons, Inc.
203 citations
TL;DR: The Detecting SLA Violation infrastructure (DeSVi) architecture is presented, sensing SLA violations through sophisticated resource monitoring and providing a guideline on the appropriate monitoring intervals for applications depending on their resource consumption behavior.
203 citations
19 May 2003
TL;DR: This paper presents QUEST, a QoS framework that can simultaneously achieve QoS assurances and good load balancing in SON, and provides an initial service composition and dynamic service composition, to address the problem.
Abstract: Many value-added and content delivery services are being offered via service level agreements (SLAs). These services can be interconnected to form a service overlay network (SON) over the Internet. Service composition in SON has emerged as a cost-effective approach to quickly creating new services. Previous research has addressed the reliability, adaptability, and compatibility issues for composed services. However little has been done to manage generic quality-of-service (QoS) provisioning for composed services, based on the SLA contracts of individual services. In this paper we present QUEST a QoS assUred composEable Service infrasTructure, to address the problem. QUEST framework provides: (1) initial service composition, which can compose a qualified service path under multiple QoS constraints (e.g., response time, availability). If multiple qualified service paths exist, QUEST chooses the best one according to the load balancing metric; and (2) dynamic service composition, which can dynamically recompose the service path to quickly recover from service outages and QoS violations. Different from the previous work, QUEST can simultaneously achieve QoS assurances and good load balancing in SON.
202 citations
TL;DR: In this article, the authors examined the extent to which advocacy is a consequence of marketing relationships in service organizations and found that the forces that create strong service provider-customer relationships can provide the additional benefit of customer advocacy of the service provider.
202 citations
TL;DR: A model of library success that shows how information service quality relates to other variables associated with success is proposed and tested and indicates that service quality is best measured with a performance-based version of SERVQUAL.
200 citations