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.

The effect of perceived service quality and name familiarity on the service selection decision

Abstract: Considerable attention has been focussed on the measurement of service quality. In fact, the 1990s has been referred to as the era of customer service. However, little empirical research has been done to demonstrate the impact of service quality on usage decisions. Product (brand or service) name familiarity is another variable that has been recognized as having a major influence on the choice of products (services). Reports the findings of an experimental study investigating the impact of service quality and name familiarity on the respondents’ attitudes and intention to use these services.

A Study of the Impacts of Service Quality on Relationship Quality in Search-Experience-Credence Services

Abstract: Service quality often has relevance in the formation of an enduring buyer– supplier relationship. This study adopts the multidimensional service quality model, and attempts to find out the effects of three service quality factors—customer–employee interaction, the service environment and the service outcome—on relationship quality under search, experience and credence services. The results of empirical data analysis indicate that all three service quality factors have significant influences on trust and satisfaction of the relationship quality. Moreover, the influence of service quality on relationship quality varies based on the difference in service types. The managerial implications of this study are then discussed.

Location-based notification as a general-purpose service

Abstract: An often-discussed mobile commerce application is proximity-based coupon delivery. In a typical scenario a merchant is notified when a valued customer is within some distance of a retail outlet, upon which the customer is delivered a coupon or some notice of a special promotion. We believe that this basic mechanism of location-based notification has application far beyond commercial promotion, and is also of interest for tourism, traffic information, public service, and public safety. Furthermore, we believe that a general-purpose location-based notification service that can serve all these applications would be highly useful. However, as we will show, current architectures deployed by wireless carriers to service location-aware applications cannot handle the load of positioning requests implied by such a general-purpose service. We motivate the need for such a service, discuss the limitations of current architectures for providing location information, and detail the requirements for an architecture which would make such a service possible.

Enhanced qos control

Abstract: The invention is a method and a system for the providing of service to user equipment (UE). A method of providing services to user equipment in accordance with the invention includes providing from a database (420) to a policy decision entity (405) subscriber information regarding permitted conditions for the users to obtain the services; providing service information from at least one network or server (100), regarding service offered by the at least one network or server to the user equipment, forming policy rules at the policy decision entity based upon the subscriber information and the service information. A requesting user equipment transmits a request for service to the communications network which is processed by the policy decision entity in accordance with the policy rules to determine if the service is to be allowed and if the service is allowed characteristics of the service to be provided to the requesting user equipment and the policy enforcement entity enforces at least one characteristic of an allowed service upon the communication network to insure that the allowed service obtained by the requesting user equipment has the at least one characteristic of the allowed service.

Method and apparatus for processing quality of service measurement data to assess a degree of compliance of internet services with service level agreements

Abstract: A method and apparatus are provided for evaluating Service Level Agreements (SLAs) that describe the level of services that are to be provided to customers by Internet Service Providers (ISPs) or Enterprise Service Providers (ESPs). The method and apparatus are utilized to measure the quality of service being provided to customers and to determine whether or not the quality of service is in compliance with an SLA that characterizes the level of service to be provided to customers. Such services include, for example, electronic mail (e-mail), Voice-Over-IP (Voice Over Internet protocol), networking services and web hosting.