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.

Facilitating commerce among consumers and service providers by matching ready-to-act consumers and pre-qualified service providers

Abstract: A method and apparatus are provided for matching ready-to-act consumers and pre-qualified service providers. According to one aspect of the present invention, the Internet is used to attempt to solve communications problems and to achieve efficiency in Consumer-to-Business commerce transactions. Initially, a database of pre-qualified service providers is established. Then, a description of the consumer's needs may be extracted from a consumer using decision trees appropriate for the desired task. Subsequently, the consumer needs are packaged and presented to multiple service providers that meet a set of predetermined qualifications. The consumer needs may be presented, for example, by way of a set of heterogeneous communication devices depending upon preferences supplied by the service providers. For example, the set of heterogeneous communication devices may include facsimile, pager, mobile phone, home phone, office phone, Interactive Voice Response (IVR) unit, email, etc. The service providers may choose to submit a response for the consumer's needs or reject the task. After a sufficient number of responses have been received from the pre-qualified service providers, they are presented to the consumer. The consumer may then select from the pre-qualified service providers based upon one or more objective and/or subjective factors associated with the pre-qualified service providers. For example, objective service provider qualification information may be presented to the consumer along with the service provider responses. In addition, a database of consumer-generated service provider ratings and/or reviews may be maintained and made available for consumer queries.

Facilitating management of service elements usable in providing information technology service offerings

Abstract: A service element is defined and represented by a data structure. It includes one or more components and/or one or more other service elements. A service element providing a complete function is a service offering. Management of service elements and/or service offerings is facilitated by a Service Development Tool. In different aspects, the management includes various tasks associated with creating, modifying and deleting service elements, establishing relationships, error checking and optimization. In a further aspect, service elements are packaged and distributed to enable customers to deliver the service elements. Additionally, the hosting of software packages is facilitated.

The relationship between service quality and customer satisfaction: the example of CJCU library

Abstract: The present paper, taking Chang Jung Christian University (CJCU) Library as an example, investigates the users' degree of importance and the performance provided by the library. This study explores overall user satisfaction as well. A questionnaire survey s conducted to reveal users' perspectives on service quality. Based on literature, servicequality has five dimensions, which are tangibles, responsiveness, reliability, assurance, and empathy. The results indicate that the overall service quality has a significantly positive effect on overall user satisfaction. Among these five dimensions except responsiveness, all of them have a significantly positive effect on overall user satisfaction. In addition, the top five important service quality features ranked by users are: collections, loaning and returning service, overall atmosphere, electronic database system, and online reservation and renewal. Furthermore, the perceived importance of service quality dimensions has no significant difference among institu...

Flow-Based Service Selection forWeb Service Composition Supporting Multiple QoS Classes

Abstract: In the service oriented paradigm applications are created as a composition of independently developed Web services. Since the same service may be offered by different providers with different non-functional Quality of Service (QoS) attributes, a selection process is needed to identify the constituent services for a given composite service that best meet the users QoS requirements. In this paper, we consider a broker that offers a composite service with multiple QoS classes to several users each generating a flow of requests over time. We propose a service selection scheme which optimizes the end-to-end aggregated QoS of all incoming flows of requests by means of a simple linear programming problem which scales as the number of users, request volumes and/or services grows. This approach differs from most of the current proposals which may not scale well since: a) requests, even from the same user, are handled independently from one another; and b) the selection process often requires the solution of an NP-hard problem.

Customer Reactions to Service Separation

Abstract: Recent research suggests that inseparability is not a universal distinguishing characteristic of services and that the consumption of many services is or can be separated from their production. This research defines service separation as customers' absence from service production, which denotes the spatial separation between service production and consumption. In a series of qualitative and quantitative studies across different services, the authors examine customer reactions to service separation. The results indicate that service separation increases customers' perceptions of not only access convenience and benefit convenience but also performance risk and psychological risk. Furthermore, these effects differ across services. Specifically, relative to experience services, for credence services, the effects of separation on service convenience are mitigated, and the effects on perceived risk are magnified. Subsequently, the convenience and risk perceptions induced by service separation can influ...