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.
Papers published on a yearly basis
Papers
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TL;DR: Operations management analytical techniques to the non-profit performing arts to increase understanding of operational issues and inform service management strategy and implications for operational strategy, service design and service management theory are discussed.
131 citations
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30 Jun 2004
TL;DR: In this paper, a service proxy is used to automatically supply the message-format parameters required for incoming message communications to a web service provider from client applications through a message-conversion system that the web-service provider previously sets up.
Abstract: A service proxy is used to automatically supply the message-format parameters required for incoming message communications to a web-service provider from client applications through a message-conversion system that the web-service provider previously sets up. For outgoing messages from the web service to client businesses, the service proxy automatically supplies the required message-format parameters according to service policies that client businesses set up previously through the web-service provider's web-site interface. The format of client application messages is predefined for a web service policy, and a configuration interface is established for context variables and message format variables. This service profile is recalled in order to apply the proper message format parameters for a web service request.
131 citations
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29 Apr 1998TL;DR: In this article, a system and method for the management of communication services from a service provider by a customer of the provider is presented, which employs an Internet-based architecture that provides access to user's virtual private networks via an end user browser.
Abstract: A system and method for the management of communication services from a service provider by a customer of the provider. The management system employs an Internet-based architecture that provides access to user's virtual private networks via an end user browser. The customer service management (CSM) system service director (SD) maintains a relational database for storing user specific information retrieved from the network manager.
130 citations
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TL;DR: In this article, the relationship between a customer's assessment of the service quality of an automobile service/repair facility and five factors, namely perceived fairness of the facility and its personnel, empathy, responsiveness, reliability, and convenience, was examined.
130 citations
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TL;DR: Study results revealed that trust is a strong mediator for relationship commitment while functional, rather than technical, service quality is a stronger mediator in forming the clients' trust.
130 citations