Service provider

About: Service provider is a research topic. Over the lifetime, 55107 publications have been published within this topic receiving 894381 citations. The topic is also known as: external service provider & internal service provider.

The Role of Relationship Norms in Responses to Service Failures

Abstract: A friendly relationship with a service provider can sometimes decrease the negative feelings that consumers experience as the result of a service failure. However, friendship is not always beneficial. When consumers focus their attention on the provider’s obligation to respond to their needs, they react more negatively to a service failure when they are friends of the provider than when they have only a business relationship with him or her. When their attention is drawn to their own obligation in the relationship, however, the reverse is true. This difference is confirmed in four experiments in which the perspective from which participants imagined a service failure was activated either by unrelated experiences before being exposed to the failure or by features of the service encounter itself.

From Security to Assurance in the Cloud: A Survey

Abstract: The cloud computing paradigm has become a mainstream solution for the deployment of business processes and applications. In the public cloud vision, infrastructure, platform, and software services are provisioned to tenants (i.e., customers and service providers) on a pay-as-you-go basis. Cloud tenants can use cloud resources at lower prices, and higher performance and flexibility, than traditional on-premises resources, without having to care about infrastructure management. Still, cloud tenants remain concerned with the cloud’s level of service and the nonfunctional properties their applications can count on. In the last few years, the research community has been focusing on the nonfunctional aspects of the cloud paradigm, among which cloud security stands out. Several approaches to security have been described and summarized in general surveys on cloud security techniques. The survey in this article focuses on the interface between cloud security and cloud security assurance. First, we provide an overview of the state of the art on cloud security. Then, we introduce the notion of cloud security assurance and analyze its growing impact on cloud security approaches. Finally, we present some recommendations for the development of next-generation cloud security and assurance solutions.

Setting up communication sessions

Abstract: A method for setting up data sessions in a communication system is provided. The method comprises registering at least one user equipment with a service provider where after information about media capabilities is communicated between the at least one user equipment and the service provider and then stored. The method comprises further sending a request for a data session with at least one user equipment and using the stored information when setting up the requested data session. A communication system, an application server and a user equipment configured to operate accordingly are also provided.

Perspectives on User Satisfaction Surveys

Abstract: ACADEMIC LIBRARIES ARE FACING TWO MAJOR THREATS: a global digital environment and increasing competition. They must improve the quality of their services in order to survive. The article explores the relationship between service quality and user satisfaction and examines how user surveys have been employed in a number of previously published data sets. A model which demonstrates how satisfaction can be seen as both a microlevel response to individual transactions and at the macro-level as an outcome of service quality is proposed. Using an evidence-based approach, gaps between user expectations and perceptions are explored as well as the gap between user expectations and managers’ perceptions of these. Studies that include user surveys of electronic library services are also analyzed in terms of customer expectations. Suggestions are offered about ways in which library and information service providers could make more use of the information derived from their own and other organizations’ user surveys to improve their services.

The Challenges of Service Evolution

Abstract: Services are subject to constant change and variation. Services can evolve typically due to changes in structure, e.g., attributes and operations; in behavior and policies, e.g., adding new business rules and regulations, in types of business-related events; and in business protocols. This paper introduces two types of service changes: shallow changes - where changes are confined to services or the clients - and deep changes - where cascading effects and side-effects occur. The paper introduces a theoretical approach for dealing with shallow service changes and a change-oriented service lifecycle methodology that addresses the effects of deep service changes.