scispace - formally typeset
Search or ask a question
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
More filters
Patent
20 Mar 2001
TL;DR: In this article, a network access device advantageously may be used in communication network services with a service or service provider that is separate from the operator of the access network infrastructure, which is an object of the invention to enable multiple services or service providers to share the facilities of an access network.
Abstract: It is an object of the invention to enable multiple services or service providers to share the facilities of an access network infrastructure providing physical connectivity to subscribers. A network access device advantageously may be used in communication network services with a service or service provider that is separate from the operator of the access network infrastructure.

100 citations

Book ChapterDOI
15 Dec 2003
TL;DR: This paper proposes a quality of service management framework based on user expectations, which collects expectations as well as ratings from the users of a service, then calculates the quality of the service only at the time a request for the service is made and only using the ratings that have similar expectations.
Abstract: The ability to gauge the quality of a service is critical if we are to achieve the service oriented computing paradigm. Many techniques have been proposed and most of them attempt to calculate the quality of a service by collecting quality ratings from the users of the service, then combining them in one way or another. We argue that collecting quality ratings alone from the users is not sufficient for deriving a reliable or accurate quality measure for a service. This is because different users often have different expectations on the quality of a service and their ratings tend to be closely related to their expectations, i.e. how their expectations are met. In this paper, we propose a quality of service management framework based on user expectations. That is, we collect expectations as well as ratings from the users of a service, then calculate the quality of the service only at the time a request for the service is made and only using the ratings that have similar expectations. We give examples to show that our approach can result in a more accurate and meaningful measure for quality of service.

100 citations

Journal ArticleDOI
TL;DR: In this paper, the authors proposed and empirically assessed three comparative approaches to measuring service quality: modified gap model, TOPSIS, and loss function, and found that the rankings obtained from different methods are statistically in agreement, suggesting that the alternative approaches can provide equally good measurement of service quality But they should not be used in an interchangeable manner.
Abstract: Purpose – The purpose of this paper is to propose and empirically assess three comparative approaches to measuring service quality: modified gap model, TOPSIS and loss function Aims to argue for the use of TOPSIS from decision sciences, and Loss function from operations research and engineering, as alternative approaches to the gap modelDesign/methodology/approach – The empirical evidence is provided by large sample consumer data on the service quality for leading Indian commercial banks The service quality evaluations obtained from these three distinct methods are compared and tested for their mutual agreementFindings – Fndings show that the rankings obtained from different methods are statistically in agreement, suggesting that the alternative approaches can provide equally good measurement of service quality But they should not be used in an interchangeable mannerResearch/limitations/implications – Research shows that a single measure of overall service quality based on gap model is over‐simplist

100 citations

Journal ArticleDOI
TL;DR: In this article, the authors examined service failure and recovery in using technology-based self-service (TBSS) systems to determine the effects of a variety of relevant factors on negative customer/user attributions to the service provider, to employees who try to help in recovery, and to the technology itself, as well as the effects on customer and user satisfaction with the failure/recovery experience.
Abstract: This study examines service failure and recovery in using technology-based self-service (TBSS) systems to determine the effects of a variety of relevant factors on negative customer/user attributions to the service provider, to employees who try to help in recovery, and to the technology itself, as well as the effects on customer/user satisfaction with the failure/recovery experience. The findings show that immediate recovery of TBSS failures reduces negative attributions and increases customer/user satisfaction with the experience, as does a low-anxiety environment around the kiosk. Technology error (as opposed to user error) decreases user satisfaction. Employee assistance decreases negative attributions to the employee but increases negative attribution to the technology. Some interactions were found among the experimental factors that are also meaningful.

100 citations

Journal ArticleDOI
TL;DR: In this article, a case-based approach using the principles of grounded theory was used for studying the risks of offshore IT outsourcing relationships, and three broad categories of service provider risks emerged, namely, macroeconomic, relationship specific and project specific.

100 citations


Network Information
Related Topics (5)
Competitive advantage
46.6K papers, 1.5M citations
84% related
Information system
107.5K papers, 1.8M citations
82% related
Organizational learning
32.6K papers, 1.6M citations
82% related
Empirical research
51.3K papers, 1.9M citations
82% related
The Internet
213.2K papers, 3.8M citations
82% related
Performance
Metrics
No. of papers in the topic in previous years
YearPapers
202318
202259
202125
202040
201938
201843