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Measuring Service Quality in IT Services
Journal of Professional Services Marketing, 1998ABSTRACT Recent growth of personal computing and networked systems have resulted in Information Systems (IS) departments facing a heavy demand on their services. Based on internal marketing concepts, IS services need to use a measure of service quality for their internal customers. Studies carried out recently, suggest SERVQUAL as a possible measure of
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A quality of service architecture
ACM SIGCOMM Computer Communication Review, 1994For applications relying on the transfer of multimedia, and in particular continuous media, it is essential that quality of service (QoS) is guaranteed system-wide, including end-systems, communications systems and networks. Although researchers have addressed many isolated areas of QoS provision, little attention has so far been paid to the definition
Andrew T. Campbell +2 more
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Quality of Experience and Quality of Service of Gaming Services in Fog Computing
Proceedings of the 2020 4th International Conference on Management Engineering, Software Engineering and Service Sciences, 2020In this paper, we proposed quality of experience/service (QoE/S) framework for valuation of gaming services on the fog network. Fog computing has been conceptualized to encourage the sending of new services that cloud computing cannot provide, especially those requesting QoE guarantees.
Hina Madiha +3 more
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Service Quality Deployment: Quality Service by Design
1993The service-dominated and product-dominated sectors are just awakening from a service slumber to find a new generation of quality activities that call for systematic approaches to design and improvement. This paper proposes a methodological framework called Service Quality Deployment, to enable the creation of quality services by cross-functional ...
Ravi S. Behara, Richard B. Chase
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Quality of Service Analysis of VoIP Services
2018 9th IEEE Annual Ubiquitous Computing, Electronics & Mobile Communication Conference (UEMCON), 2018Voice over Internet Protocol (VoIP) is a method of transmitting audio and video over a network. It is a low-cost and readily available alternative to traditional landline phones. In this paper we discuss the foundational protocols of VoIP and analyze the Quality of Service (QoS) of several applications. Our testing consisted of capturing packets during
Abdullah Alhayajneh +2 more
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Quality in hospitality services.
2020The main purpose of this chapter is to give an overview of how important experiential marketing is for quality in hospitality services. With this aim in mind, the chapter opens by defining service experience, setting the scene for service encounters and giving credit to the huge role service plays in the consumer experience.
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Quality of Service Attributes in Web Services
2010 Fifth International Conference on Software Engineering Advances, 2010As Web Services development grew rapidly since 2002, the need for Quality of Services (QoS) has become a significant factor for building a trustworthy service application. There have been many proposals and frameworks which adds QoS to Web Services. However, few technologies have survived the race and forced their way to standardization.
Ahmed Al-Moayed, Bernhard Hollunder
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Web Services for Quality of Service Monitoring
2009 3rd International Conference on New Technologies, Mobility and Security, 2009In this paper we present an analysis on Policy and Charging Control (PCC) functions in all IP-based multimedia networks and identify the required functionality for quality of service (QoS) monitoring. The support of "Application-driven Quality of Service" (ADQ) Parlay X Web Service to reporting function in PCC is evaluated and improvements of ADQ ...
Evelina Pencheva, Ivaylo Atanasov
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Strategies for Service Quality
International Journal of Health Care Quality Assurance, 1995That someone can make you feel good is a quality in itself. There has been much talk within British government circles for example, about the feel‐good factor, which is constantly reminding us that it is just around the corner! Whether or not we can believe in this is another matter, but it certainly displays an awareness that making other people feel ...
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Quality Engineering in AI Services
2022This short paper discusses some of the challenges in testing AI systems, proposes some good practices and advocates a shift to a customer-driven approach, driven by problems customers need to solve rather than problems engineers can solve.
Fabio Casati, Boualem Benatallah
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