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.

Enabling Users to Select Between Secure Service Providers Using a Central Trusted Service Manager

Abstract: Systems and methods are described herein for enabling users to select from available secure service providers (each having a Trusted Service Manager (“TSM”)) for provisioning applications and services on a secure element installed on a device of the user. The device includes a service provider selector (“SPS”) module that provides a user interface for selecting the secure service provider. In one embodiment, the SPS communicates with a key escrow service that maintains cryptographic keys for the secure element and distributes the keys to the user selected secure service provider. The key escrow service also revokes the keys from deselected secure service providers. In another embodiment, the SPS communicates with a central TSM that provisions applications and service on behalf of the user selected secure service provider. The central TSM serves as a proxy between the secure service providers and the secure element.

Competition, Negotiation, or Cooperation: Three Models for Service Contracting

Abstract: Contracting for public services from public or private suppliers is now a common prescription to improve government efficiency. The competitive bidding model is usually viewed as the ideal contracting process. However, this article explains that two other approaches—the negotiation model and the cooperation model—may be more appropriate under certain conditions. The primary factors that are likely to determine which of the three approaches is most suitable are (a) the characteristics of the external environment (especially the number of service suppliers), (b) the level of organizational resources (e.g., personnel, funds, time, and expertise), and (c) the degree of uncertainty about funding, future events, service technologies, and causal relationships between service outputs and desired outcomes. The main point is that there is no one best way to contract for services; rather, government units should adapt their contracting procedures to both internal external conditions to implement service contracting in an effective manner.

An exploratory study of service quality in the Malaysian public service sector

Abstract: Purpose – The paper seeks to obtain a better understanding of the extent to which service quality permeates within the Malaysian public service sector by drawing on management and customer perceptions of service quality.Design/methodology/approach – Two separate surveys were distributed to managers and customers across 86 branches of a public sector department within the Malaysian Ministry. The manager survey comprised instruments relating to organisational service performance, while the customer survey contained instruments relating to service quality and customer satisfaction. A total of 430 manager and customer surveys were completed, representing a 95 percent response rate.Findings – The results support the conceptual model in demonstrating a strong correlation between service quality dimensions, service performance and customer satisfaction. In particular, service providers classified as “excellent” were rated most favourably in terms of responsiveness, access and credibility.Research limitations/imp...

A typology analysis of service quality, customer satisfaction and behavioral intentions in mass services

Abstract: – This paper aims to investigate the possibility that the typology of a service as well as the operationalization of the service measurement scale may determine the nature of the service quality (SQ) construct and its relationship with those of customer satisfaction (SAT) and behavioral intentions (BI)., – The study utilized the service classification scheme developed by Schmenner and concentrated on the mass service category as an example to illustrate the concept with data from retail banking., – Confirmatory factor analysis indicated that “Responsiveness,” “Tangibility,” “Reliability,” “Knowledge,” and “Accessibility” dimensions contribute significantly to service quality. It was further observed that SAT fully mediates the impact of SQ on BI., – A notable limitation is that the present study focuses only on mass service and uses only one industry (retail banking) to illustrate the findings. Future research should examine other service categories., – Service managers in the mass service category are recommended to devise operations and marketing strategies that focus on the SQ dimensions which can enhance customer satisfaction and, in turn, foster positive behavioral intentions., – This study presents a methodology for developing an operationizable service quality construct. It demonstrates that SQ, SAT and BI and their interrelationships may be typology‐specific. Thus, two or more industries may exhibit similar relationship characteristics with regard to these constructs, if they belong to the same service category. This knowledge can lead to inter‐industry benchmarking of best practices that can lead to better customer satisfaction and behavioral intentions.

System and method for providing service or adding benefit to social networks

Abstract: A system and method for enhancing the revenue and/or efficiency of a network service is disclosed. The system constructs a graph of a social network in which users are capable of two-way communication with other users, the network service provider, or other entities such as advertisers. Using such methods as social VIP ranking, the system is capable of performing a variety of analyses, the results of which provide the network service provider insights on how to best perform such tasks as monitoring and enhancing campaign effectiveness, identify fraud, optimize resource allocation and ensure the quality of network management.