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 paper, the authors developed a structural equation model that links Web-based service quality to a broad set of consequences, with trust playing a key mediating role in the process.
135 citations
Patent•
12 Mar 2004
TL;DR: In this article, a method and system for identifying and mapping the business-driven IT policies to network resources and automatically brokering resources accordingly is disclosed, where a software-based client/server architecture may be used, in an exemplary embodiment, to provision network server, processor, and storage resources according to the policies, service level objectives, and/or service level agreements needed to meet IT infrastructure customer needs with appropriately differentiated service.
Abstract: A method and system for identifying and mapping the business-driven IT policies to network resources and automatically brokering resources accordingly is disclosed. A software-based client/server architecture may be used, in an exemplary embodiment, to provision network server, processor, and storage resources according to the policies, service level objectives, and/or service level agreements needed to meet IT infrastructure customer needs with appropriately differentiated service.
135 citations
TL;DR: In this paper, the mediator role of service value and the moderator role of job satisfaction of service employees when delimiting customer satisfaction was investigated in an organization providing financial intermediation services to the banking sector.
134 citations
Patent•
IBM1
TL;DR: In this article, the identity provider migration operation with respect to a user within a federated computational environment is presented, where the user has a first user account at a first identity provider, a second user account in a second identity provider and a third user account with a third identity provider at a service provider.
Abstract: A method is presented for performing an identity provider migration operation with respect to a user within a federated computational environment, wherein the user has a first user account at a first identity provider, a second user account at a second identity provider, and a third user account at a service provider. A request to access a resource is received by the service provider, after which a federated single-sign-on operation for the user is performed between the service provider and the first identity provider. Prior to sending a response to the request to access the protected resource, information in the third user account is modified to indicate that the service provider relies upon the second identity provider to authenticate the user on behalf of the service provider rather than the first identity provider. A response for the request to access the resource is then returned by the service provider.
134 citations
TL;DR: In this paper, the authors examined the impact of attributions regarding service failure and recovery on the relationship between satisfaction and service quality by studying a service failure in the hospital IT system.
Abstract: This research examines the impact of attributions regarding service failure and recovery on the relationship between satisfaction and service quality by studying a service failure in the hospitalit...
134 citations