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.

A game theoretic formulation of the service provisioning problem in cloud systems

Abstract: Cloud computing is an emerging paradigm which allows the on-demand delivering of software, hardware, and data as services. As cloud-based services are more numerous and dynamic, the development of efficient service provisioning policies become increasingly challenging. Game theoretic approaches have shown to gain a thorough analytical understanding of the service provisioning problem.In this paper we take the perspective of Software as a Service (SaaS) providers which host their applications at an Infrastructure as a Service (IaaS) provider. Each SaaS needs to comply with quality of service requirements, specified in Service Level Agreement (SLA) contracts with the end-users, which determine the revenues and penalties on the basis of the achieved performance level. SaaS providers want to maximize their revenues from SLAs, while minimizing the cost of use of resources supplied by the IaaS provider. Moreover, SaaS providers compete and bid for the use of infrastructural resources. On the other hand, the IaaS wants to maximize the revenues obtained providing virtualized resources. In this paper we model the service provisioning problem as a Generalized Nash game, and we propose an efficient algorithm for the run time management and allocation of IaaS resources to competing SaaSs.

Service quality perceptions and customer loyalty in casinos

Abstract: Purpose – Building and maintaining service quality is one means of retaining customers and thus establishing competitive advantage in the casino industry The current study aims to investigate the relationship between casino service quality, player segments and customer loyalty in an Asian casinoDesign/methodology/approach – The research involves the conduct of focus group interviews with different segments of gamblersFindings – The interview findings indicate that players at different segments have distinct perceptions of service quality Operationalising service quality into five dimensions, this study has shown that various dimensions of service quality have differing effects on customer loyalty, and the level of loyalty varies across different segmentsResearch limitations/implications – It is insufficient to view service quality as the customer's judgement about an entity's overall excellence or superiority as has been defined in the services literature Differing perceptions and attitudes arise wi

Linking process and outcome to service quality and customer satisfaction evaluations

Abstract: Purpose – To examine precisely how service process and service outcome are related to service quality and customer satisfaction evaluations, and to look for consistent patterns in the relationships between these four concepts.Design/methodology/approach – A theoretical framework is proposed to suggest links between the four concepts. The study is conducted in the real estate industry, and the focus is on home sellers' evaluations of the real estate agent's service. In‐depth interviews and a short survey are used to collect the data. A combination of content analysis and statistical tests is used to look for patterns in the data.Findings – As proposed, process factors are closely linked with service quality, and outcome factors are closely linked with customer satisfaction. Also, as proposed, service quality evaluations precede customer satisfaction for normal service evaluations, but the opposite causal order is found for extreme service evaluations.Research limitations/implications – The study is conduct...