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.

Service delivery system design: characteristics and contingencies

Abstract: Purpose – The aim of this paper is to explore and empirically investigate the characteristics and contingencies of service delivery system design.Design/methodology/approach – Informed by the service strategy triad, a single embedded case study was designed to explore empirical data on four target markets, four service concepts, and on the design characteristics of the corresponding four service delivery systems. Data were collected in a market‐leading organisation in the business‐to‐business sector within the power industry. The service delivery systems comprise processes that sell electricity contracts and processes that bill against those contracts.Findings – First, the findings indicate what design characteristics are contingent upon the degree of customisation of the service concept. The authors show how this contingency has implications for the extents of employee skills, employee discretion, task routineness, automation, and for front office (FO)‐back office (BO) configurations. Second, the authors...

Web services broker

Abstract: A web service broker (200) method comprises providing an interface between an enterprise and at least one of a service client and a service provider, the service client discovering web services on a service registry (12) and using corresponding web services from the service provider, communicating between the enterprise and the at least one of the service client and the service provider and performing at least one of a) converting information from/to the enterprise to a form appropriate for the at least one of the service client and the service provider and b) converting information from/to the at least one of the service client and the service provider to a form appropriate for the enterprise.

A proposed multi‐dimensional approach to evaluating service recovery

Abstract: Purpose – The purpose of this paper is to extend thinking on service recovery processes and satisfaction with service recovery, using multi‐dimensional consumer outcomes. The objective of the work was to propose that satisfaction with service recovery should be based on customers' expectations of the recovery encounter, which would be shaped by their expectations of “non‐failed” encounters.Design/methodology/approach – The paper adopts a theoretical approach. Using the existing service recovery literature as well as the traditional services literature, the conceptual framework and associated research propositions are developed.Findings – The proposed framework suggests that service recovery is a service encounter it its own right. The effectiveness of recovery encounters will be based on how encounters operate relative to customer expectations and experiences with regard to the recovery activity.Research limitations/implications – The research propositions and proposed framework need further empirical inv...

Methods, systems, and computer program products for managing a service provided by a network

Abstract: Embodiments of methods, systems, and computer program products are provided for managing a service For example, service quality and/or performance requirements may be obtained from a client and quality and/or performance data may be collected from the network The collected quality and/or performance data may then be compared with the service quality and/or performance requirements to determine if the network quality and/or performance requirements are satisfied Thus, a service may be comprehensively managed by using collected quality and/or performance data from the network to verify that the network is providing a level of service expected by a client

Service Quality Determinants and Effectiveness in the Real Estate Brokerage Industry

Abstract: This study provides an analysis of the real estate brokerage industry for the purposes of identifying the determinants of service quality, the level of service quality, and possible service quality...