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Service contract matchmaking represents a promising path towards the definition of accurate service selection mechanisms. Basically, it consists in evaluating the degree of match between preferences explicitly defined by a service customer and the contractual terms offered by service providers. However, service contract matchmaking assumes that a service customer is always aware of the contractual...
Conceptual literature review and empirical generalization by using meta-analysis method are done to get a whole picture of service satisfaction antecedent studies. It is found that three main paradigms, including expectation disconfirmation, service quality and service value are used to explain the antecedents of customer satisfaction in service research history. A paradigm shift can be seen along...
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...
As the non-functional semantics of Web service, Quality of Service (QoS) takes an essential role in actual use of Web services. It is necessary to take the QoS into account in the discovery and composition of Web services. This paper presents an automatic service composition algorithm to generate the composite services which are called service trees, and then addresses the issue of composite service...
The applications of shopbots have changed the competitive dynamics in electronic markets, and affect the strategic choices of participants. In this paper, how strategic behaviors are implemented for consumers, retailers and electronic markets providers in shopbots markets is probed into. Analyses show, that even with the help of shopbots, consumer won't view price as the only decision factor fully,...
Today, health care organizations often claim that they are ??process oriented??, and that one should approach health care from a process perspective in order to utilize the present IT related benefits; such as increased service quality, cost efficiency, and enhanced communication. In this paper we investigate how well founded the concept of process orientation really is - by examining IT/IS infrastructures,...
With the increasing prevalence of online shopping, many companies have begun to provide "live help" functions on their Web sites to facilitate interactions between online consumers and customer service representatives. However, little is understood as to the effect of live help service contributing to online consumers' perceptions. We investigate the effect of live help service on system...
Logistics services have developed greatly in the last decade in China, and had a continuously increasing demand for speed, reliability, reduced costs and value added services. To minimize the potential negative effects, Logistics service quality is paid more and more attention. This paper is to develop a fuzzy evaluation model for assessing service quality of a 3PL company. The model includes two...
In Telecom Italia has been implemented a monitoring tool in order to calculate an Indicator (KPI key performance indicator) of availability / unavailability of the network management systems as a percentage of time that the systems are available / unavailable to support the internal processes of production of important market services (regarding retail and wholesale customers), compared to the total...
Currently, increasingly large number of Geospatial Web Services are being built in Spatial Data Infrastructures (SDIs). Although services make it easy for users to access desired information, the quality of Geospatial Web Services will greatly affect the willingness of users in access of these services. Therefore, in order to improve the use of service-oriented architecture for distributed geospatial...
With the rapid development of the e-government, citizens could enjoy much more service from e-gov Web sites. However, the academic research in the field of assessing e-gov service quality is handful. Developed by A. Paramana et al., E-S-QUAL and E-Recs-QUAL are scales used to evaluate the service quality delivered by B2C Web sites. In this article, Basing on E-S-QUAL and E-RecS-QUAL and taking the...
This paper analyses the relation between the agents of a transportation system using quality tools. The users of the collective urban transportation system are served in their daily transportation needs by a transport firm that renders its service, through a concession or permission given by the municipality. A search was carried out, using the quality attributes and indices, with people who commute...
Quality of service (QoS) is adopted widely in Web services research and practice for various purposes such as for metadata publishing and operational management of Web services. Nonetheless, current tools for monitoring and gathering QoS information support only a limited number of QoS attributes (e.g. response time, successful execution rate, availability) and therefore can neither well keep up to...
This research was aimed to identify the characteristics of higher education service quality wanted by the students as the service users, to determine gaps between perceived quality and expected quality by the students as users and to propose action plans for improving higher education service quality at Airlangga University Surabaya. The method used in this research was quality function deployment...
The excessive increase in the price of the oil barrel following the economic and political situation brought the public authority to adopt a national strategy of energy saving in order to preserve the energy resources of the country and to rationalise consumption. Among the adopted measures, we indicate theses ones: the productionpsilas optimization, the optimization of the transport and distribution...
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...
The concepts of network reliability, availability, and congestion are presented; network congestion appears as a loss of availability with regard to data communication services provided to network users. New concepts are introduced for network availability evaluation; they consider network component reliability, their maintainability, and the network congestion together.
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