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Today, the management of service quality poses a major challenge for many service providers and their business customers. We argue that the trade-off between service cost and benefit incurred by both parties is not sufficiently considered when service quality is stipulated. Up to now, neither in practice nor in academia a commonly accepted engineering approach exists to determine business-relevant...
Service as part of an enterprise architecture are more and more seen as a paradigm supporting the co-creation of value between a service provider and an actively involved prosumer. Following this view, service consists both of a primary interaction providing the core service and secondary interactions supporting the co-creation of value. Meta-services conceptualize such secondary interactions between...
The US Senate's Telecommunications Modernization Project (TMP) will offer voice, data, and video services over a converged network that will provide Voice over Internet Protocol (VoIP) service to more than 16,600 lines. A major challenge is how to maintain service quality and continuity during and after the transition from the current Centrex system to the converged network. Service-level agreements...
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