Tesi: "Services for"

1

Bhatti, Atif, e Imran Aslam Choudhary. "Service Discovery for Future Mobile Services". Thesis, Norwegian University of Science and Technology, Department of Telematics, 2010. http://urn.kb.se/resolve?urn=urn:nbn:no:ntnu:diva-10900.

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The pervasive computing environment for heterogeneous network is on a continuous rise. The ability to interact and control network devices with different functionalities within office and home environment could be very beneficial to a lot of users. The service discovery in computers and mobile devices enabled them to interact with one another through wireless and heterogeneous wired networks. Services advertise their existence in a dynamic way and devices are designed with this capability to discover these services and its properties automatically. These devices are though based on different technologies but are still able to communicate and discover one another based on existing service discovery architectures. It is notable that a significant number of networked devices are now mobile and these mobile devices make service discovery more challenging.In future mobile multi-domain multi-language environments, a service can be anything and introduced by anybody. Consequently, same or equivalent services may have different names and services with same name or type may be completely different. Existing service discovery systems are incapable of handling these situations. We have implemented a service discovery system which supports semantics to service descriptions. It allows any user to act as a service provider and introduce any service at any time. The service provider can define any service as equivalent to any existing service and in any language as wanted. In addition, it is capable to find services that are not exact matches of the requested ones. More semantics are introduced through attributes like EquivalenceClass, ParentType and Keywords. The test conducted on this system in real time proves that the system is efficient and can be applied in real life.

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2

Sheppard, Lorraine. "Service quality in professional health services /". Title page, contents and abstract only, 1998. http://web4.library.adelaide.edu.au/theses/09PH/09phs5495.pdf.

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Thesis (Ph. D.)--University of Adelaide, Graduate School of Management, 1999.
Includes one computer disk in Work 6 format. System requirements for accompanying computer disk: Mackintosh or IBM-compatible computer. Other requirments: Microsoft Word 6 or compatible Word Processor. Includes bibliographical references (leaves 241-270).

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3

Sikorska, Małgorzata, György Kocziszky e P. G. Pererva. "Compliance service at guest services enterprises". Thesis, Полтавський університет економіки і торгівлі, 2017. http://repository.kpi.kharkov.ua/handle/KhPI-Press/33437.

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The modern enterprise is obliged to carry out a legitimate and civilized business, therefore management, understanding the importance and necessity of compliance units, provides them with sufficient manpower and adequate rights to receive information and documents. In practice, the need for compliance control is determined by corporate strategy.

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4

Tang, Chen. "Forecasting Service Metrics for Network Services". Thesis, KTH, Skolan för elektroteknik och datavetenskap (EECS), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-284505.

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As the size and complexity of the internet increased dramatically in recent years,the burden of network service management also became heavier. The need foran intelligent way for data analysis and forecasting becomes urgent. The wideimplementation of machine learning and data analysis methods provides a newway to analyze large amounts of data.In this project, I study and evaluate data forecasting methods using machinelearning techniques and time series analysis methods on data collected fromthe KTH testbed. Comparing different methods with respect to accuracy andcomputing overhead I propose the best method for data forecasting for differentscenarios.The results show that machine learning techniques using regression can achievebetter performance with higher accuracy and smaller computing overhead. Timeseries data analysis methods have relatively lower accuracy, and the computingoverhead is much higher than machine learning techniques on the datasetsevaluated in this project.
Eftersom storleken och komplexiteten på internet har ökat dramatiskt under de senaste åren så har belastningen av nätverkshantering också blivit tyngre. Behovet av ett intelligent sätt för dataanalys och prognos blir brådskande. Den breda implementeringen av maskininlärningsmetoder och dataanalysmetoder ger ett nytt sätt att analysera stora mängder data.I detta projekt studerar och utvärderar jag dataprognosmetoder med hjälp av maskininlärningstekniker och analyser av tidsserier som samlats in från KTHtestbädden. Baserat på jämförelse av olika metoder med avseende på noggrannhet och beräkningskostnader, så föreslår jag föreslår den bästa metoden för dataprognoser för olika scenarier.Resultaten visar att maskininlärningstekniker som använder regression kan uppnå bättre prestanda med högre noggrannhet och mindre datoromkostnader. Metoderför dataanalys av tidsserier har relativt lägre noggrannhet, och beräkningsomkostnaderna är mycket högre än maskininlärningstekniker på de datauppsättningar som utvärderatsi detta projekt.

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5

Segelström, Fabian. "Service Design and Cultural Expectations on Services : Applying Hofstede's Cultural Dimensions to Services". Thesis, Linköping University, Department of Computer and Information Science, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-15536.

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The notion of service design as a design field has emerged during the last 10-15 years and seems to be growing more and more; a 2007 textbook on interaction design states: “The new frontier of interaction design is services” (Saffer, 2007, p. 174). Since the field is so young, there still are areas which hardly have been explored. One of these is cultural effects on service expectations. This thesis aims to help to fill in the knowledge gap by applying a model of cultural differences. The model used is the one developed by Geert Hofstede, which has been proved to be valid within a large number of varyingfields. This was done through the research question “Is Hofstede’s model applicable to service design in general, and individualization of services in particular?”.

The question was explored through two parallel research processes; a quantitative questionnaire distributed via the web and a qualitative evaluation of 47 different service web sites. The qualitative evaluation was done through a new method called Cultural Walkthrough. Four key countries were chosen; the questionnaire was aimed at natives of these countries and the web sites all came from these countries. The countries in question were Germany, India, the United Kingdom and the USA.

The results indicate that Hofstede’s model can’t be applied to service design straight off. Neither can they be used as a basis to deem the want for the possibility to individualize services, which seems to be dependent on the individual. The results indicate a large number of interesting questions for further research.

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6

van, Ree H. J. "Service quality indicators for business support services". Thesis, University College London (University of London), 2010. http://discovery.ucl.ac.uk/19902/.

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Quality is critical to corporate success as it plays a vital role in improving organisational productivity. It can be defined as ‘the totality of inherent characteristics of a product or service that bear on its ability to increase the demand for that product or service at a fixed price’ and can best be measured by capturing customer perceptions of the performance of those characteristics. Customising the SERVPERF methodology to measure service quality in a business-to-business context and subsequently testing it on both customers and suppliers of cleaning, catering and security services, the research led to a number of important and valuable insights concerning the service quality construct in a business-to-business environment. First, service quality in relation to cleaning, catering and security services consists of nine clear dimensions: reliability, clout, reputation, awareness, competitiveness, collaboration, accessibility, competence and assurance. The nine-dimensional construct identified shows high reliability and good validity in statistical terms. Furthermore, eight of the nine service quality dimensions are strongly or moderately yet significantly related to customer perceived service quality and customer satisfaction - clout being the exception. The same eight dimensions are significantly, but moderately related to purchase intention - suggesting that that there might be other constructs important in making a purchase decision (e.g. the costs of service delivery). Third, relating the nine service quality dimensions to the financial performance of supplier organisations, it was identified that six of the nine dimensions have significant relationships with one or more of the ten financial performance measures investigated - reliability, accessibility and competence being the exceptions. Finally, it was identified that customer organisations have significantly lower perceptions of the service quality they receive than do supplier organisations for competitiveness, collaboration, accessibility and competence. Moreover, customer perceived performance is significantly lower than customer perceived importance for eight of the nine service quality dimensions. For customer organisations, the empirical findings can be used to develop a framework of Service Quality Indicators, which can be used for monitoring and benchmarking service quality perception. For supplier organisations, the findings can be used for resource-allocation decisions pertaining to improve service quality, customer satisfaction and ultimately purchase intentions. It should be noted that the research is exploratory in nature and has only begun to address the many issues that are important in the management of business support services, but the questions addressed - what quality dimensions are important for customer satisfaction and what quality dimensions are important for supplier performance - are arguably among the most important in service quality management.

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7

Gooneratne, Nalaka Dilshan, e s3034554@student rmit edu au. "Discovery and Validation for Composite Services on the Semantic Web". RMIT University. Computer Science and Information Technology, 2009. http://adt.lib.rmit.edu.au/adt/public/adt-VIT20091019.155524.

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Current technology for locating and validating composite services are not sufficient due to the following reasons. Current frameworks do not have the capacity to create complete service descriptions since they do not model all the functional aspects together (i.e. the purpose of a service, state transitions, data transformations). Those that deal with behavioural descriptions are unable to model the ordering constraints between concurrent interactions completely since they do not consider the time taken by interactions. Furthermore, there is no mechanism to assess the correctness of a functional description. Existing semantic-based matching techniques cannot locate services that conform to global constraints. Semantic-based techniques use ontological relationships to perform mappings between the terms in service descriptions and user requests. Therefore, unlike techniques that perform either direct string matching or schema matching, semantic-based approaches can match descriptions created with different terminologies and achieve a higher recall. Global constraints relate to restrictions on values of two or more attributes of multiple constituent services. Current techniques that generate and validate global communication models of composite services yield inaccurate results (i.e. detect phantom deadlocks or ignore actual deadlocks) since they either (i) do not support all types of interactions (i.e. only send and receive, not service and invoke) or (ii) do not consider the time taken by interactions. This thesis presents novel ideas to deal with the stated limitations. First, we propose two formalisms (WS-ALUE and WS-π-calculus) for creating functional and behavioural descriptions respectively. WS-ALUE extends the Description Logic language ALUE with some new predicates and models all the functional aspects together. WS-π-calculus extends π-calculus with Interval Time Logic (ITL) axioms. ITL axioms accurately model temporal relationships between concurrent interactions. A technique comparing a WS-π-calculus description of a service against its WS-ALUE description is introduced to detect any errors that are not equally reflected in both descriptions. We propose novel semantic-based matching techniques to locate composite services that conform to global constraints. These constraints are of two types: strictly dependent or independent. A constraint is of the former type if the values that should be assigned to all the remaining restricted attributes can be uniquely determined once a value is assigned to one. Any global constraint that is not strictly dependent is independent. A complete and correct technique that locates services that conform to strictly dependent constraints in polynomial time, is defined using a three-dimensional data cube. The proposed approach that deals with independent constraints is correct, but not complete, and is a heuristic approach. It incorporates user defined objective functions, greedy algorithms and domain rules to locate conforming services. We propose a new approach to generate global communication models (of composite services) that are free of deadlocks and synchronisation conflicts. This approach is an extension of a transitive temporal reasoning mechanism.

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8

Zama, Ntokozo Patrick. "Regulating essential services, maintenance services and minimum services agreements". Thesis, Nelson Mandela Metropolitan University, 2018. http://hdl.handle.net/10948/21582.

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South Africa has in the recent past seen employees embarking in strike action, even in sectors designated as essential services. The impact adversely affected inter alia economic growth, investor confidence, international credit ratings and the high rate of unemployment. The Labour Relations Act 66 of 1995 from its inception on 11 November 1996, and as amended, in 2002 and in 2015, has brought about some minor changes to the model aimed at regulating essential services, maintenance services and minimum services agreements. This research is aimed at investigating; whether essential services, maintenance services and minimum services agreements are designed to unjustifiably limit the right to strike or not. The Constitution1 and the Labour Relations Act, 19952 encourages parties in employment relationship to engage in collective bargaining. Mechanisms such as a no duty to bargain envisaged within the current LRA regulatory framework, appears to be undermining the significance of ensuring that parties engaged within services designated as essential and maintenance services exercise their fundamental right to strike and to bargain collectively. The Essential Services Committee when dispensing with its statutory functions may be unjustifiably limiting the right to strike for employees engaged in essential and maintenance services. Some employers may be to some degree reluctant to trigger maintenance services provisions as the LRA appears to be adopting a voluntarism principle when regulating collective bargaining, as the Act is encouraging employers to deal with the provision of maintenance services within collective agreements. An introduction of a judiciable enforceable duty to bargain collectively in services designated as essential and maintenance services may compel employers to conclude minimum services agreements. The extremely low number of services designated as maintenance services is a worrying reality and the solution is urgently required.

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9

Mak, Yin-chun. "Improving service delivery in the Urban Services Department". Hong Kong : University of Hong Kong, 1997. http://sunzi.lib.hku.hk/hkuto/record.jsp?B1859654X.

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10

Björlin, Lidén Sara. "The Role of Service Guarantees in Managing Services". Doctoral thesis, Karlstads universitet, Institutionen för ekonomi, 2004. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-2573.

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Service guarantees have been argued to have many roles in managing services, for instance signal service quality, attract new customers, increase satisfaction and retention, and to differentiate the company from its competitors. Despite a growing interest from service organizations, research on service guarantees has been surprisingly scarce. The aim of this dissertation is to provide a wider understanding of the roles of service guarantees. Data is gathered from actual customers (as opposed to fictitious participants of an experiment) and/or employees regarding service guarantees in three different service contexts. The methods used to gather and analyze the data were manifold and includes personal interviews, Mystery Shopping observations, focus group interviews and a postal survey. The results represent new knowledge when it comes to the roles of service guarantees in managing services. Previous research has almost exclusively addressed pre-purchase effects of the service guarantee, but has failed to address the impact of the service guarantee after it has been used. Therefore, the most important contribution to service research of this dissertation concern the understanding of service guarantees “in action” and the post-use effects of a service guarantee in real service settings. Another contribution is the identification of the recovery paradox; that the customer is more satisfied with the service after he or she has used the service guarantee, than before he or she experienced the original service failure. This result strongly suggests that the use of a service guarantee can make a fruitful contribution in the managing of services.

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11

Alnoor, Ahmadullah. "State as a Service : Towards Stateful Cloud Services". Thesis, KTH, Skolan för informations- och kommunikationsteknik (ICT), 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-93754.

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Cloud ERP or Enterprise Resource Planning (ERP) as a Cloud Service delivers value by reducing initial and long term operating costs since infrastructure, platform and (certain) application management tasks are delegated to a specialist provider. Questions present at intersection of the ERP challenge landscape and the Cloud Computing opportunity horizon include characterization of Cloud friendly ERP modules and adaptation of stateful (on-premises ERP) components to a stateless platform. Contributions of this thesis work include the R.A.I.N. Cloud fitness criteria that encompasses Responsiveness, Availability, I/O and Native support aspects of Cloud Services. More importantly, the State abstraction, a reliable and elastic state management framework employing Autonomic Computing and Redo Recovery constructs is introduced. Construction of abstraction properties, namely, affinity aware state preservation and recovery consider Cloud strengths of scaling out and reliability as well as peculiarities of Cloud billing model. Proof-of-concept implementation of State as a Service has been comprehensively detailed and evaluated advocating infrastructure layer support of the kind and associated tooling.

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12

Ruf, Lukas [Verfasser]. "Network Services on Service Extensible Routers / Lukas Ruf". Aachen : Shaker, 2006. http://d-nb.info/1170530850/34.

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13

Mak, Yin-chun, e 麥燕珍. "Improving service delivery in the Urban Services Department". Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1997. http://hub.hku.hk/bib/B31965660.

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14

Bell, Louise. "Developing service quality and auditing in health services". Thesis, University of Kent, 1999. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.310272.

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15

Oppong-Odiseng, Amma C. K. "Adolescent health : problems, needs, services and service providers". Thesis, Keele University, 1996. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.339846.

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Introduction There is a paucity of knowledge regarding adolescent's preferences for care. The health related problems they face have implications for individuals and nations. Objectives To determine the health problems and needs of adolescents, their knowledge, use of, and preferences for health related services and service providers. Study design A descriptive study involving a two-stage probability sample. An interview schedule was designed for data collection. Setting Eight randomly selected main-stream high schools in Stoke-on-Trent, England. Subjects One hundred and eleven males and 142 females aged 14 and 15 years between 1 st April and 30th June 1994. Results The adolescents had unmet problems and needs relating to lifestyle and risk-taking behaviour, sexual and reproductive health, and emotional problems, influenced by socio-economic and legislative factors. Services were used primarily for physical problems. Knowledge of the location and opening times of two local contraceptive services for adolescents was poor (10/253,4%). Factors they associated with confidentiality were identified. Preferences for service providers varied with the nature of the problem. The girls were more likely to give advice to peers regarding substance abuse, and issues relating to sexual and reproductive health, and expressed a greater preference for advice from peers on these issues. The services the adolescents wanted to see provided were appropriate to their needs and reflected a holistic concept of health. Conclusions • The Health of the Nation targets will not be met unless these problems and needs are addressed. • Potential intervention points for health promotion are being missed. • Local services must be widely advertised. • Adolescents need specific reassurance from service providers that their care will be confidential. • Positive actions adolescents are prepared to take need reinforcing. • Peer counselling programmes might be expected to have a greater positive impact on girls. • Adolescents' opinions regarding service provision must be taken into account.

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16

Ahmed, Zeeshan. "Quality of service in Wimax for multimedia services". Nantes, 2013. http://www.theses.fr/2013NANT2029.

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Le standard IEEE 802. 16 est une importante technologie d’accès haut débit sans fil. Il prend en charge de nombreuses applications avec des besoins de qualité de service (QoS) très différents demandant des mécanismes efficaces et une bonne architecture de QoS. Toutefois, certains détails algorithmiques tels que l’ordonnancement et les mécanismes de contrôle d’admission (CAC) restent libres. Nous proposons un algorithme à deux niveaux (TLSA) pour l’ordonnancement des paquets en voie montante. Au premier niveau, un algorithme d’ordonnancement inter-classe distribue la bande passante entre les différentes classes de trafic en fonction de leurs besoins en QoS et des ressources disponibles. Cet ordonnancement utilise le niveau de priorité des classes de service en évitant la famine des flux de faible priorité. Au second niveau et pour chaque classe de service, des algorithmes spécifiques distribuent la bande passante entre les connexions appartenant à cette classe. Ces algorithmes s’assurent qu’au moins le niveau de service garanti est fourni à chaque connexion et que l’allocation de bande passante est équitable. Nous proposons également un schéma de CAC qui facilite les opérations de notre algorithme d’ordonnancement. Nous avons développé un cadre de transmission vidéo (VTF) basé sur le TLSA permettant de transmettre des flux vidéo H. 264 sur des réseaux 802. 16. L’implémentation des algorithmes a été réalisée sur QualNet et une évaluation de performances a été réalisée. Les résultats de simulation valident l’efficacité et l’équité des algorithmes proposés. Par ailleurs, les résultats révèlent que VTF peut transmettre efficacement les flux vidéo
The IEEE 802. 16 standard is an important broadband wireless access technology. It supports variety of applications with different, often conflicting, QoS needs. Therefore, effective QoS mechanisms are important in 802. 16 networks. The standard incorporates a QoS architecture that specifies various QoS components and their functions. However, it does not specify the algorithmic details of some important components, such as packet schedulers and connection admission control (CAC). In this dissertation, we provide a two-level scheduling algorithm (TLSA) for uplink packet scheduling. At the first level, an inter-class scheduling algorithm distributes bandwidth among various classes of traffic according to their QoS needs and available resources. The inter-class scheduling algorithm enforces service class priority order and prevents starvation of lower priority flows. Then at the second level, various class-specific algorithms distribute bandwidth among connections of the associated class. The class-specific algorithms make sure that at least the guaranteed service level is provided to each connection and the bandwidth allocation is fair. We also propose a CAC scheme and several components that facilitate the operations of the proposed scheduling algorithm. Furthermore, we developed a TLSA based video transmission framework (VTF) that can transmit H. 264 video streams over 802. 16 networks. The proposed algorithms were extensively validated by simulations in Qualnet. The simulation results validate the efficiency and fairness of the proposed algorithms. Furthermore, the results reveal that VTF can efficiently transmit video streams

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17

Pakkala, Daniel. "Lightweight distributed service platform for adaptive mobile services /". Espoo [Finland] : VTT Technical Research Centre of Finland, 2004. http://www.vtt.fi/inf/pdf/publications/2004/P519.pdf.

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18

McElhiney, Patrick R. "Scalable Web Service Development with Amazon Web Services". Thesis, University of New Hampshire, 2018. http://pqdtopen.proquest.com/#viewpdf?dispub=10931435.

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The objective of this thesis was to explore the topic of scalable web development, and it answered the question, “How do you scale a website to handle more traffic at peak times without wasting resources?” This is important research to any web company that has issues with rising costs as demand for their website increases. It would be wise for every online business to be prepared for more web traffic, before it occurs, without spending the budget of a multi-million user web company in low traffic periods. The last thing you want is an error as your customer base starts to arrive, giving them a bad experience for their first impressions, which would result in lost revenue.

Scalable software development architectures, including microservices, big data, and Kubernetes were studied, in addition to similar web service companies including Facebook, Twitter, and Match.com. A scalable architecture was designed for a social media web service, MeAndYou, using the big data configuration with a shared Aurora database, which was configured using an auto-scaling group attached to a load balancer in Amazon Web Services (AWS). It was tested using a custom threaded Selenium-based Python script that applied simulated user load to the servers. As the load was applied, AWS added more Elastic Compute Cloud (EC2) instances running a virtual disk image of the web server. After the load was removed, the instances were terminated automatically by AWS to save costs.

Countless steps were taken to make the web service bigger and more scalable than it originally was, before testing, including adding more fields to user profiles, adding more search types, and separating the layers of code into different Hypertext Preprocessor (PHP) files in the front-end. A version control system was configured on the servers using GitHub and rsync. The systems architecture designed suggests the Match Engine should use a stream processing message queue, which would allow the system to factor searches one at a time as they are created, with horizontal scaling capabilities, rather than grabbing the entire database and storing it in memory. The backend Match Engine was also tested for accuracy using Structured Query Language (SQL) injection, which determined how the match algorithm should be improved in the future.

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19

Wang, Kenneth W. S. "Interface adaptation for conversational services". Thesis, Queensland University of Technology, 2008. https://eprints.qut.edu.au/18465/1/Kenneth_Wang_Thesis.pdf.

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The proliferation of services on the web is leading to the formation of service ecosystems wherein services interact with one another in ways not foreseen during their development or deployment. This means that over its lifetime, a service is likely to be reused across multiple interactions, such that in each of them a different interface is required from it. Implementing, testing, deploying, and maintaining adapters to deal with this multiplicity of required interfaces can be costly and error-prone. The problem is compounded in the case of services that do not follow simple request-response interactions, but instead engage in conversations comprising arbitrary patterns of message exchanges. A key challenge in this setting is service mediation: the act of retrofitting existing services by intercepting, storing, transforming, and (re-)routing messages going into and out of these services so they can interact in ways not originally foreseen. This thesis addresses one aspect of service mediation, namely service interface adaptation. This problem arises when the interface that a service provides does not match the interface that it is expected to provide in a given interaction. Specifically, the thesis focuses on the reconciliation of mismatches between behavioural interfaces, that is, interfaces that capture ordering constraints between message exchanges. We develop three complementary proposals. Firstly, we propose a visual language for specifying adapters for conversational services. The language is based on a an algebra of operators that are composed to define links between provided-required interfaces. These expressions are fed into an execution engine that intercepts, buffers, transforms and forwards messages to enact the adapter specification. Secondly, we endow such adapter specifications with a formal semantics defined in terms of Petri nets. The formal semantics is used to statically check the correctness of adapter specifications. Finally, we propose an alternative approach to service interface adaptation that does not require hard-wired links between provided and required interfaces. This alternative approach is based on the definition of mapping rules between message types, and is embodied in an adaptation machine. The adaptation machine sits between pairs of services and manipulates the exchanged messages according to a repository of mapping rules. The adaptation machine is also able to detect deadlocks and information loss at runtime.

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20

Wang, Kenneth W. S. "Interface adaptation for conversational services". Queensland University of Technology, 2008. http://eprints.qut.edu.au/18465/.

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The proliferation of services on the web is leading to the formation of service ecosystems wherein services interact with one another in ways not foreseen during their development or deployment. This means that over its lifetime, a service is likely to be reused across multiple interactions, such that in each of them a different interface is required from it. Implementing, testing, deploying, and maintaining adapters to deal with this multiplicity of required interfaces can be costly and error-prone. The problem is compounded in the case of services that do not follow simple request-response interactions, but instead engage in conversations comprising arbitrary patterns of message exchanges. A key challenge in this setting is service mediation: the act of retrofitting existing services by intercepting, storing, transforming, and (re-)routing messages going into and out of these services so they can interact in ways not originally foreseen. This thesis addresses one aspect of service mediation, namely service interface adaptation. This problem arises when the interface that a service provides does not match the interface that it is expected to provide in a given interaction. Specifically, the thesis focuses on the reconciliation of mismatches between behavioural interfaces, that is, interfaces that capture ordering constraints between message exchanges. We develop three complementary proposals. Firstly, we propose a visual language for specifying adapters for conversational services. The language is based on a an algebra of operators that are composed to define links between provided-required interfaces. These expressions are fed into an execution engine that intercepts, buffers, transforms and forwards messages to enact the adapter specification. Secondly, we endow such adapter specifications with a formal semantics defined in terms of Petri nets. The formal semantics is used to statically check the correctness of adapter specifications. Finally, we propose an alternative approach to service interface adaptation that does not require hard-wired links between provided and required interfaces. This alternative approach is based on the definition of mapping rules between message types, and is embodied in an adaptation machine. The adaptation machine sits between pairs of services and manipulates the exchanged messages according to a repository of mapping rules. The adaptation machine is also able to detect deadlocks and information loss at runtime.

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21

Wu, Chen. "Service distribution and service discovery through a public web services platform". Thesis, Curtin University, 2008. http://hdl.handle.net/20.500.11937/387.

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Service-Oriented Architecture (SOA) represents an emerging architectural approach that is able to tackle challenges in the contemporary service-based economy, in which the global market revenues are shifting from the manufacture of traditional off-the-shelf products to the provision of diversified services that suffice for customers’ needs. In such a service-based economy, one can envisage an entirely “service-oriented” world, where a massive number of distributed services with different natures and capabilities are provided by various professionals around the world. Problems arise when business applications demand desirable services through different sources and providers that are appropriate for their own benefits and preferences. Therefore, it can be very challenging to design an SOA infrastructure that enables users to exploit this great level of service heterogeneity and quantity. One of the key issues in service-oriented architecture is to achieve efficient service discovery and loosely-coupled service distribution while maintaining a satisfactory degree of scalability, usability, and Web consistency. This thesis deals with SOA infrastructure-level design and implementation issues. It approaches this SOA infrastructure within the scope of Web services, which capture an important, and perhaps the best, ‘realisation’ of SOA. It investigates and formulates how public Web services distributed across the World Wide Web can be augmented by a software platform that enables scalable, user-centred,semantic-enabled, and integration-oriented service retrieval, selection, and matching. The primary goal of this thesis is thus to propose a conceptual framework of an enhanced SOA infrastructure with regard to service distribution and discovery.It also aims to design and implement a platform (PWSP), by means of which a large number of public Web services on the Web can be distributed based on service demands, retrieved based on service descriptions, selected based on service qualities, and matched based on service messages in a user-centred, scalable, and Web-consistent manner without augmenting existing Web services standards.

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22

Wu, Chen. "Service distribution and service discovery through a public web services platform". Curtin University of Technology, Digital Ecosystems and Business Intelligence Institute, 2008. http://espace.library.curtin.edu.au:80/R/?func=dbin-jump-full&object_id=17919.

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Service-Oriented Architecture (SOA) represents an emerging architectural approach that is able to tackle challenges in the contemporary service-based economy, in which the global market revenues are shifting from the manufacture of traditional off-the-shelf products to the provision of diversified services that suffice for customers’ needs. In such a service-based economy, one can envisage an entirely “service-oriented” world, where a massive number of distributed services with different natures and capabilities are provided by various professionals around the world. Problems arise when business applications demand desirable services through different sources and providers that are appropriate for their own benefits and preferences. Therefore, it can be very challenging to design an SOA infrastructure that enables users to exploit this great level of service heterogeneity and quantity. One of the key issues in service-oriented architecture is to achieve efficient service discovery and loosely-coupled service distribution while maintaining a satisfactory degree of scalability, usability, and Web consistency. This thesis deals with SOA infrastructure-level design and implementation issues. It approaches this SOA infrastructure within the scope of Web services, which capture an important, and perhaps the best, ‘realisation’ of SOA. It investigates and formulates how public Web services distributed across the World Wide Web can be augmented by a software platform that enables scalable, user-centred,semantic-enabled, and integration-oriented service retrieval, selection, and matching. The primary goal of this thesis is thus to propose a conceptual framework of an enhanced SOA infrastructure with regard to service distribution and discovery.
It also aims to design and implement a platform (PWSP), by means of which a large number of public Web services on the Web can be distributed based on service demands, retrieved based on service descriptions, selected based on service qualities, and matched based on service messages in a user-centred, scalable, and Web-consistent manner without augmenting existing Web services standards.

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Taylor, Teresa Brooks, e Jamie Branam Kridler. "Reflections on the Impact of Service-Learning/Experiential Education for the Field of Human Services". Digital Commons @ East Tennessee State University, 2013. https://dc.etsu.edu/etsu-works/3630.

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This article will address the importance of a holistic approach for human services by exploring the concept of community and utilizing service-learning/experiential education in human service courses. ACCESS (Achievement, Collaboration, Community, Education, Standards, and Services) will be covered by illustrating how service-learning/experiential education is a great pedagogy for collaborative partnerships between the university, community, students and faculty. Important elements of service learning/experiential education will be reviewed to provide a better understanding of the concepts. Reflections of the service experience will be included from students, community agency and faculty. Survey results will be utilized to demonstrate how service-learning/experiential education helps students achieve skills and a better understanding of course concepts while helping meet needed services in the community.

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Taylor, Teresa Brooks, e Jamie Branam Kridler. "Reflections on the Impact of Service-Learning/Experiential Education for the Field of Human Services". Digital Commons @ East Tennessee State University, 2012. https://dc.etsu.edu/etsu-works/3631.

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The article addresses the importance of a holistic approach to human services by exploring the concept of community through utilizing service-learning/experiential education in human service courses. ACCESS (Achievement, Collaboration, Community, Education, Standards, and Services) illustrates that service learning/experiential education can offer a viable pedagogy for collaborative partnerships between the university, community, students, and faculty. The article reviews important elements of service-learning/experiential education to provide a thorough understanding of the concepts, including reflection on the service experience from students, community agencies, and faculty. Survey results demonstrate ways in which service learning/experiential education aids students in achieving skills and in acquiring a deeper understanding of course concepts while meeting needed services in the community.

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25

Popov, Aleko Ivaylov, e Yashaswini Ravi. "Conceptualization of service loyalty in access-based services in micromobility : A case of e-scooter sharing services". Thesis, Linköpings universitet, Företagsekonomi, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-166570.

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Background: Provide insights on the potential drivers of service loyalty in access-based services, especially when the consumers have the option to switch between owning a product or accessing a product through a service. By examining service loyalty in access-based services in the context of e-scooter sharing services, the researchers contribute to the service research field. Aim: Conceptualize service loyalty by considering the ownership dilemma in access-based services in micromobility. More specifically, the study aims to find what are potential drivers of service loyalty, what effects does ownership advantage have on service loyalty and what variables mediate the customer satisfaction – service loyalty relationship in said services. Methodology: A quantitative study, in which a survey method is chosen to gather empirical data. The survey was distributed as an online questionnaire via online platforms. In addition, an e-scooter sharing service company, Helbiz, shared the survey on their official Twitter and Facebook handles. A total of 249 responses was received. Findings: PLS-SEM was used as a statistical analysis tool to analyse the gathered data. Data suggests that customer satisfaction, service image, affective commitment and relative advantage are drivers of service loyalty in access-based services in micromobility. Furthermore, the effect of ownership advantage on service loyalty proved to be inconclusive as the result was not statistically significant. Finally, data indicates that service image, affective commitment and relative advantage mediate the customer satisfaction – service loyalty relationship.

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Mao, Tingting. "Scheduling services and security ticket token services in iLab interactive services". Thesis, Massachusetts Institute of Technology, 2007. http://hdl.handle.net/1721.1/42223.

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Thesis (S.M.)--Massachusetts Institute of Technology, Dept. of Civil and Environmental Engineering, 2007.
Includes bibliographical references (leaves 65-66).
The iLab architecture allows students to execute laboratory experiments remotely through internet. It supports three different kinds of experiments: batched, interactive and sensor-based. The iLab Interactive Experiments architecture includes the following servers and services: the Interactive Service Broker (ISB), the Experiment Storage Service (ESS) and the Lab Server (LS). In addition, students execute interactive experiments by running a Lab Client (LC). In order to support interactive experiments which require scheduled access, the iLab interactive architecture envisions scheduling servers and services which enable students from different campuses to reserve time periods to execute experiments. Since the user side and lab side require different scheduling functionalities, a user-side scheduling server (USS) and a lab-side scheduling server (LSS) are introduced in the iLab Interactive Services to manage reservations. In the first part of this thesis, the philosophy of the scheduling services design and the implementation will be illustrated in detail. In dealing the security issues in the iLab interactive architecture, the complexity of the higher level authentication between iLab processes increases when one considers collaboration between domains. In second part of this thesis, I present a Security Token Service (STS) scheme for using WS-Security to optimize the cross-domain authentication in the iLab interactive architecture. The scheme uses the brokered authentication with a security token issued by the STS. The STS is trusted by the web applications and web services in the iLab interactive architecture to provide interoperable security tokens. A security token is used to convey the credential information and the proof of a relationship with the broker, which can be used by the service to verify the token. A comparison between the STS scheme and the current General Ticket scheme is summarized.
by Tingting Mao.
S.M.

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27

Jungman, Milton. "A influência da estrutura e da organização do trabalho na qualidade do atendimento: um estudo de caso em serviços". Universidade de São Paulo, 2000. http://www.teses.usp.br/teses/disponiveis/3/3136/tde-03042006-234023/.

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A forma de operação descentralizada de serviços possui peculariedades próprias de operação. Estas características, especialmente no que se refere à forma de relacionamento entre alguns elementos da organização, como a organização do trabalho, estrutura, tecnologia e estratégia, ainda são poucos discutidas pela literatura. Com relação especificamente à organização de trabalho, a literatura explora bastante a questão da autonomia na industria, principalmente em estudos relacionados a atuação de funcionários de chão de fabrica, porém é carente em estudos relativos a funcionários de nível gerencial e em organização de serviços. A análise da atuação de funcionários de linha de frente é crítica para o sucesso e a qualidade de uma operação de serviços. Neste trabalho, são estudadas a organização de trabalho, as estruturas organizacionais possíveis de escolha para a empresa analisada e de que maneira a atuação do gerente é fator determinante na percepção de qualidade final sentida pelo cliente. A pesquisa é desenvolvida em forma de estudo de caso em uma empresa especializada em administração predial. Constatou-se que há benefícios em se proporcionar autonomia ao funcionário de linha de frente, sendo esta uma escolha estratégica da empresa estudada. A escolha da estrutura organizacional mais apropriada para a empresa neste tipo de atuação é ainda um ponto que deve continuar a ser motivo de atenção e estudo, sendo que os principais problemas de implementação de um novo modelo organizacional nessa empresa residem nos aspectos relativos a tecnologia e organização do trabalho.
The decentralized operation of services has its own particular characteristics. Such characteristics have received little attention in literature, especially regarding the way in which some organizational elements relate to each other: work organization, structure, technology and strategy. It is clear that, regarding work organization, literature has focused on the issue of autonomy in the industrial sector - specifically, past and recent studies have addressed the role factory employees play in industry. However, there still is a lack of discussion of autonomy related to the perform of both the managerial level of employees and services organization employees. For a corporation to guarantee a successful and high quality delivery of its services, it must thoroughly, analyze and understand the behavior of its front-office employees This study investigates work organization, the autonomy of the managerial level employee, the possible organization structures available and the ways in which the manager\'s behavior can be significant when it comes to the client\'s final perception of quality. This research adopts a case-study of a company whose core business is building management. It was verified that there are many beneficial outcomes for the company that invests in the autonomy of its front-office employees - which in fact is the studied company\'s strategic position. Nevertheless, the choice of the appropriate organizational structure should be the subject matter of further studies. The main implementation problem of the new organizational model in the case-study lies in the technology, the structure and the work organization particular to the case.

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Reldin, Pierre, e Peter Sundling. "Explaining SOA Service Granularity : How IT-strategy shapes services". Thesis, Linköping University, Department of Management and Engineering, 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-8474.

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Today’s competitive business environment forces companies to introduce new product and process innovations at an increasing pace. Almost every aspect of the modern business is supported by information technology systems which, consequently, must evolve at the same pace as the business. A company’s strategic view on IT reflects the strategic importance of IT in the organization, both in terms of the opportunities IT is expected to create and the commitment to IT the business organization is willing to make.

SOA is an emerging concept which aims to structure IT in a more flexible manner. The basic idea is to encapsulate distinct units of business logic in reusable services, which can be combined to support business processes. The term service granularity refers to the amount of logic contained in a service. Even though there is immense hype around SOA today, the concept of service granularity is still relatively unexplored. The service should be coarse grained enough to be reusable, but at the same time specific enough to fit the process. Most SOA literature avoids the subject as being too implementation specific and seldom makes any attempt to concretize the rather abstract term.

The research was conducted at Handelsbanken, which for years has worked with service-oriented principles. The researchers have been given the opportunity to closely analyze the bank’s service initiative. In order to gain an understanding beyond merely technical aspects a rich case study was built, based on interviews with professionals at all levels of the organization.

The research objective was divided in three parts. The first part was to factorize the notion of service granularity, or in other words to find a number of factors which together precisely describe the granularity of a service. The second part was to explicate how the factors are interrelated, i.e. how changing one factor will affect the others. The final part of the objective was to explain how an organization’s strategic view on IT affects the optimal service granularity.

It was found that an organization’s strategic view on IT affects the amount of complexity the organization is able to handle, limiting the optimal SOA granularity, which can be precisely described using three factors: reach, range and realm. Reach defines the locations and people the service is capable of connecting, range defines how much functionality the service offers, and realm defines what kind of functionality the service offers.

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Andersson, Robert, e Larry Canady. "Multimedia Messaging Service Front End for Supplementary Messaging Services". Thesis, Uppsala University, Department of Information Technology, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-129460.

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The standardization forum 3GPP has specified a Multimedia Messaging Service (MMS) standard including an MMS Center (MMSC) that allows users to send and receive messages including e.g. text, images, audio and video. The 3GPP forum has however not standardized any MMSC provided supplementary services in relation to MMS.

The goal of the thesis is to create a Front End (FE) prototype which is capable of supporting a given set of MMSC supplementary messaging services for MMS and to develop and test an MMSC. The set of supplementary messaging services to be supported are auto-reply to an MMS message, auto-forwarding, convert an email to a MMS message, and cloning a MMS message.

The final results for the project are mixed. The prototype was not implemented entirely mainly due to lack of available software and not having access to an operators MMSC, which would be needed to push the supplementary services to mobile phones. However substantial progress was achieved. All of the supplementary messaging services were implemented and made compatible with Mobile Arts existing system. A testing system was also designed capable of processing simulated incoming MMS messages.

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Lundin, Andreas, e Noelia Ollvid. "Shared Service Center : en fallstudie av TeliaSoneras Financial Services". Thesis, Uppsala University, Department of Business Studies, 2006. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-9009.

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Denna uppsats beskriver fenomenet shared services, varför företag satsar på shared service centers (SSC) och hur de går tillväga när de designar dem. Studien har genomförts med hjälp av en litteraturöversikt och en fallstudie av TeliaSoneras nu pågående implementering av ett shared service center, FSS. Fallstudien består av fyra intervjuer och en genomgång av TeliaSoneras egna informationsmaterial och medarbetarenkäter. Litteraturöversikten visar att shared services utlovar väsentliga förbättringar av ekonomifunktionen och besparingar, att det finns en stor tilltro till dessa löften men att det saknas underbyggda bevis för hur stora besparingarna egentligen är. Designen på TeliaSonera FSS visar sig följa litteraturen relativt noga, förutom vad gäller placering. Vi identifierar även ett par riskfaktorer inom kommunikation, övergången till ett nytt affärssystem och hur ledningen prioriterar olika delar av förändringsarbetet.

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Yang, Tingzhou. "Traffic performances of assured forwarding service in differentiated services". Thesis, National Library of Canada = Bibliothèque nationale du Canada, 2000. http://www.collectionscanada.ca/obj/s4/f2/dsk1/tape3/PQDD_0016/MQ58104.pdf.

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32

Kwok, Ka-yan, e 郭嘉欣. "Quality of service of tram services in Hong Kong". Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2011. http://hub.hku.hk/bib/B48187744.

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In 2010, HKT applied for the increase in tram fare which is the first time of application in the last 13 years. The main supporting for their application is the urgent need to improve the efficiency, safety and quality of services in order to provide the sustainable tram operations and ensure there is sufficient capital support for the over $200 million improvement projects while the foreseeable business deficits in 2011 In view of the reason for applying the increase in fare, the tram service quality will be measured according to the fixed route transit service measures from the Transit Capacity and Quality of Service Manual. Both of the availability and quality factors will be measured by the observation and passengers’ survey respectively. Furthermore, the 2009 survey result will also be used under the comparative approach to find out the changes in passengers’ perception and expectation to the tram service and their response to the increase in tram fare. By figuring out the actual quality of tram service, the necessity and the effectiveness of the tram service improvement programmes would be identified. Moreover, in order to access and monitor the tram service quality, it is used to analyze the applicability of the QoS measurement in Hong Kong tram service and important to develop the new quality of service measure for the Hong Kong tram according to the specialized factors for tram service that is important for the government, HKT and the tram passengers in order to access and monitoring the quality of tram service provided.
published_or_final_version
Transport Policy and Planning
Master
Master of Arts in Transport Policy and Planning

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33

Jonkers, Joseph Morris. "Correctional service centre within the Department of Correctional services". Stellenbosch : Stellenbosch University, 2013.

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Thesis (MTh)--Stellenbosch University, 2013.
ENGLISH ABSTRACT: “Restorative Justice Programmes are proliferating internationally and gaining mainstream acceptance as alternative or supplementary justice interventions". Immarigieon & Daly, (1997:13). With the growth of the Restorative Justice approach in the various disciplines, the need to assess the programme - its principal goals, effectiveness and impact on offenders / inmates in Correctional Services Centres / facilities - is imperative. The thesis investigates the socio-religious factors of the Restorative Justice programme and evaluates their impact, whether it is short-term or long-term, on offenders serving a sentence at Voorberg Correctional Centre / Facility, within the Department of Correctional Services of South Africa. The primary objectives of this research are: 1. To determine if the Restorative Justice programme includes socio-religious factors or not? 2. To study the impact of these socio-factors and how the programme participants understand the programme in terms of the following: (1) programme attendance; (2) awareness raising; (3) gaining a better understanding and perception of the programme contents. 3. To study these socio-religious factors and activities of Restorative Justice programme within the framework of Harden’s Faith-Based Programme Theory, and to formulate parameters for an Integrated Faith-Based Programme for Restorative Justice within the context of the Department of Correctional Services. One the one hand the programme of Restorative Justice is rendered by the Spiritual Care Division, as a spiritual / religious programme. On the other hand, it is also rendered as a Correctional programme by Case Intervention Officers within the Department of Correctional Services. One Orientation Manual is used by both divisions. The policy of the Department of Correctional Services focuses on the social aspects in order to pursue and meet its objectives. But the researcher argues that the impact of the programme depends on how it links the socio- and religious characters of Restorative Justice. Building on existing literature on an Integrated Faith-Based Outcome Theory Model of Restorative Justice, the researcher proposes a new programme theory and programme outcomes that include both these factors, namely social and religious, as mechanisms to enhance social and religious acceptance and change. The researcher strongly believes that both socio- and religious factors will assist future programme participants of restorative justice in creating better awareness, knowledge and social acceptance as short term goals of the programme. On the other hand both the socio- and religious factors can contribute in fulfilling the long term goals within the lives of programme participants, such as the reintegration society, and the restoration of their relationships with themselves, victims, families and communities.

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Figueiredo, Rafael Saraiva. "Name service for accessing personal services from Web servers". Master's thesis, Universidade de Aveiro, 2015. http://hdl.handle.net/10773/18566.

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Mestrado em Engenharia de Computadores e Telemática
O propósito desta tese teve como base o desenvolvimento de um mecanismo que permitisse que servidores Web (ou serviços) descobrissem e usassem serviços Web que executam localmente em relação aos clientes Web (serviços pessoais). Para conseguir isto, desenvolvemos uma solução que permita a um servidor de nomes local a descoberta de serviçoos pessoais (i.e., resolver nomes para referências para serviços) e uma solução que permita aos servidores Web a possibilidade de invocar esses serviços pessoas usando as referências obtidas. A comunicação entre os servidores Web e o servidor de nomes local ou os serviços pessoais e mediada pelo cliente Web local (um navegador) usando um novo mecanismo de redireção HTTP.
HTTP, Web service, personal service, Broker, browser, HTTP redirection, name server. The purpose of this thesis was to devise a mechanism to allow Web servers (or services) to nd out and use other Web services running locally to Web clients (personal services). To do so, we had to create a solution for having a local name server to nd out personal services (i.e., resolve names to service handles) and a solution for allowing Web servers to invoke personal services given those handles. The communication between the Web servers and the local name server or the personal services is mediated by the Web client (a browser) using a new HTTP redirection mechanism.

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Ludwig, André. "COSMA management of service level agreements in composite services". Berlin Logos-Verl, 2009. http://d-nb.info/992551544/04.

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Peltomaa, M. (Miira). "User-centric service design in mobile health care services". Master's thesis, University of Oulu, 2019. http://jultika.oulu.fi/Record/nbnfioulu-201906052408.

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Abstract. The growing age of populations brings widespread problems for a range of services, including health care services. Another challenge is the areas of dispersed settlement and decreasing population in rural areas. Urbanization and movement to the larger cities after employment, education, and services has led to decreasing the services in the remote areas even further. In the changing needs of the requirements and challenges of health care entities the use of mobile health care services may provide many benefits to the systems to develop flexible and adjustable health services to citizens. With the help of mobile health care services, the requirements of ever-changing service needs may be responded more efficiently than traditional onsite health care centers. The purpose of this study is to understand the opportunities of user-centric service design and practices in the design processes of mobile health care services. In the future, mobile health care services may potentially be a medium for implementing the health and social service delivery as one of the standard mediums in order to reduce inconsistencies between habitant areas in Finland. By designing user-centric services with methods that leave room for ongoing development and improvement of mobile health care services. The nature of the study is a qualitative case study. The research phenomenon is approached by semi-structured interviews, to define practicalities in the planning of a mobile health care services. The target group of the interview is particularly chosen participants from representative organizations from both private and public health sector. The results of the study confirm the adaptability of user-centric service design in mobile health care services. It also reveals many practical aspects regarding the design process and the possibilities in co-design activities. More precisely, this study suggests that the user of the service can be included in all stages of service design process of mobile health care services in several ways — from defining the need to the implementation and ongoing development. The user-centricity in the context of this study means the users of the service that are involved in the service operations along its way — including employees and other encounters to the service. The results of the study contribute to the model of service design by assessing its suitability to designing mobile health care services with user-centric approach, and gathering concrete practices of those methods.

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Abu, Bakar Siti Zakiah. "SERVICE RECOVERY IN E-SERVICES: SERVICE RECOVERY PROCESS, PERCEIVED JUSTICE AND SATISFACTION". OpenSIUC, 2017. https://opensiuc.lib.siu.edu/dissertations/1328.

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The Internet has changed the platform for how services are delivered. In the absence of one-to-one personal interactions between a service provider and a customer, failures unique to e-service are bound to occur. E-service failures are likely to result in unsatisfied customers. Therefore, a recovery system is important to tilt the balance of satisfaction/dissatisfaction to a more favorable condition. An e-service recovery process is an important operational process to affect this change. It is in a sense, a second chance to gain/retain loyal customers by rectifying e-service failures. Equity Theory and Exchange Theory were the theoretical bases for how customers’ perceptions transitioned from loss and unfairness to equity and satisfaction after an e-service recovery. This study investigated the relationships between e-service recovery processes attributes (compensation, respond speed, and apology) and perceived justice constructs (interactional, distributive, and procedural), and examined the relationship between perceived justice and e-service recovery satisfaction. Data from a community of students and knowledge workers in a Mid-western university was collected to analyze the effects of these constructs in service recovery processes for the purpose of designing recovery policy. The study used MANOVA and Multiple regressions for hypotheses testing. The results indicate that all service recovery process attributes had a significant main effect on all perceived justice variables. This suggests that the different levels of compensation, response speed, and apology will impact a customer’s perception of perceived justice. There is also a marginally significant interaction effect for compensation and apology. This significant interaction effect could indicate that the positive impact of an apology as part of a service recovery process could be intensified when accompanied by monetary compensation. Furthermore, the findings indicate that perceived justice (interactional justice, distributive justice, and procedural justice) are significant drivers of satisfaction in an e-service recovery. There was also a significant interaction effect with distributive justice and procedural justice in predicting e-service recovery satisfaction. The result suggests that when compensation is given, customers perceive that the e-service provider is following the rules and regulations in providing compensation in exchange for their losses.This helps transition the customer to a more equitable and satisfied state. The study also supports past research in traditional services by finding that all three perceived justice predictors were significant drivers of recovery satisfaction and that at least one interaction was significant in predicting e-service recovery satisfaction. In addition, another contribution from this study is the development of a new e-service recovery satisfaction scale. Lastly, this study contributes to the emerging stream of research on e-service recovery processes and satisfaction, and the empirical results further delineate the role of social justice in e-service recovery.

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Lmshate, Khaled. "Le rôle du facteur culturel dans la qualité de service dans le secteur bancaire libyen". Thesis, Clermont-Ferrand 1, 2015. http://www.theses.fr/2015CLF10463/document.

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Le rôle des banques dans l’économie est suffisamment important pour constituer un pilier central de l’économie nationale, et donc, un de leurs objectifs majeur doit être de servir la communauté dans laquelle elles opèrent, de financer et d’encourager l’investissement afin de créer des richesses. Compte tenu de l’importance de ce secteur, il convient de mesurer ses rendements, d’évaluer son efficacité et de tester la qualité de ses services, afin de l’améliorer et de le développer. Notre recherche vise à tester l’effet des facteurs culturels de la société dans le niveau de qualité des services bancaires du point de vue des clients
The role of banks in the economy is very important to be a central pillar of the national economy, and therefore, one of their major objectives must be to serve the community in which they operate, fund and encourage investment to create wealth.Given the importance of this sector, it is necessary to measure its performance, evaluate its effectiveness and to test the quality of its services, in order to improve and develop. Our research aims to test the effect of cultural factors of the society in the quality of banking services from the perspective of customers

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Böök, Klas, e Christian Strand. "Jini kontra Web services, med intention att göra Web services pålitligt". Thesis, Växjö University, School of Mathematics and Systems Engineering, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:vxu:diva-58.

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Detta examensarbete behandlar Service Oriented Architecture (SOA) och dess implementeringar Jini och Web services. SOA beskriver hur applikationsintegration mellan olika plattformar skall ske och innebär att applikationer designas som tjänster för att enkelt integreras med andra applikationer. Dynamisk lokalisering av tjänster via en registertjänst används för att applikationer skall finna andra applikationer. Vi designar och implementerar en mekanism i Web services som gör det möjligt att byta en tjänst under exekvering. Ett sådant byte kan vara intressant av två skäl, tjänster kan registreras utan att vara tillgängliga, eller att det uppstår ett fel under exekvering som gör att tjänsten blir otillgänglig.

This degree project is about Service Oriented Architecture (SOA) and its implementations Jini and Web services. SOA is a description of how application integration between different platforms can be carried out by designing applications as services, which implies an easier integration with other applications. Dynamic location of services is carried out by consultation with a register service so that applications can find other applications. We design and implement a mechanism in Web services that makes it possible to change service during execution. A change of service can be interesting for two reasons, the service might be registered but not available or there might be some sort of fault during execution that makes the service unavailable.

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Cardoso, Tiago Oliveira Machado de Figueiredo. "Proactive services ecosystem framework". Doctoral thesis, Faculdade de Ciências e Tecnologia, 2011. http://hdl.handle.net/10362/7499.

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Dissertation presented to obtain the degree of Doctor in Electrical and Computer Engineering, specialization on Collaborative Enterprise Networks
Collaborative-Networks (CN) have experienced a fast evolution in the last two decades. The collaboration among independent entities or professionals supported by Information and Communication Technology (ICT) has attracted the research community to establish the conceptual basis for this scientific discipline. Service Orientation has been one of the key selected paradigms for that conceptual basis. Nevertheless, the service concept itself does not have a common understanding in the Business and ICT worlds. In the former, client satisfaction, resources management and business process models are some example concerns, whilst the later deals with interoperability, remote function calling or communication protocols. If for example an enterprise provides some service, it may hire specialists to wrap such service into web-services, expecting to reach worldwide potential new clients. In fact, nowadays Web Services and Service Oriented Architectures (SOA) are the technological elements most commonly used. However, these are passive elements in the sense they do not perform any action towards pursuing business interests, which constitute a limiting factor from a business perspective. Another approach for the above mentioned enterprise is to follow the Multi-Agent Systems (MAS) approach, as the pro-activity is a keyword in such contexts. Nevertheless, as MAS approaches are not so commonly used and not so robust yet, the worldwide potential set of new clients is reduced; which also constitutes an inhibitor factor from the business perspective. This dissertation proposes a Pro-Active Services Ecosystem Framework, gathering inspiration from both the SOA and MAS research areas, trying to bridge the business and ICT worlds through the base concepts for the creation of a Services’ Ecosystem where business services are represented in a pro-active manner towards pursuing business interests, like finding collaboration opportunities or improving the chances each CN member has to see its services selected among competitors, for example. This work also includes a prototype system applied / validated in the area of a Professional Virtual Community of Senior Professionals.

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41

Olsson, Emilie. "Consultancy Services : Marketing Strategies for Intangible Services". Thesis, Växjö University, School of Management and Economics, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:vxu:diva-1984.

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Den traditionella marknadsföringen med sin marknadsmix har länge varit den dominerande marknadsstrategin där fokus har vilat på att placera produkten på bästa plats och till ett så förmånligt pris som möjligt. När det rör sig om tjänster finns inte samma möjligheter; företagen måste ta till sig nya markandföringsmetoder för att på bästa sätt marknadsföra sina tjänster. Är tjänsterna dessutom ”osynliga”, måste konsulten skapa ett löfte och kunden måste känna förtroende. Ömsesidiga relationer blir då av högsta vikt, och fokus läggs istället på kundens behov snarare än på företagets egenintressen.

Syftet med denna uppsats var att undersöka hur managementkonsulter effektivast marknadsför och säljer sina tjänster. Vidare var syftet att se hur stora konsultbolag skiljer sig mot små. Teorier inom traditionell- respektive relationsmarknadsföring användes för att få en djupare inblick kring ämnet. Inledningsvis intervjuades 4 konsulter för att kunna konstruera en enkät som senare skickades ut till 25 olika konsultbolag. Resultaten analyserades sedan för att få fram vilka marknadsföringsmetoder som var de mest frekvent använda och vilka faktorer som påverkade valet av metod. Likaså studerades och analyserades likheter och skillnader mellan stora och små företag.

Forskningsnivån inom ämnet är inte markant utbrett, och tanken var därför att testa teorierna och eventuellt bekräfta eller opponera dem. Resultaten från studien visade sig stämma hyfsat bra med teorierna. Slutsatserna är att ju mindre produktifierade tjänsterna är desto mer relationsbaserad marknadsföring bör tillämpas. De företag som endast arbetade med lösningsbaserade konsulttjänster tenderade att lägga mycket tid på att involvera kunden i processen. Dessa konsultbolag ansåg att rekommendationer och referenser var det mest effektiva sätten att nå nya kunder samt fortsätta med nuvarande. Traditionella marknadsföringsaktiviteter användes till en mycket mindre grad, och ansågs vara tidskrävande och ineffektivt. Skillnaderna mellan stora och små konsultbolag var färre än likheterna. Ett svar på detta kan vara att konsultbolag konkurrerar på ett annorlunda men mer jämlikt sätt än företag som säljer produkter. Det är inte det största, och det mesta kända konsultbolaget som blir starkaste konkurrenten, utan det är de som skapar bäst förtroende hos kunden. På så sätt spelar företagets storlek mindre roll, och valet av marknadsstrategi påverkas ej.

The traditional marketing with its marketing mix have for long been the dominating marketing strategy, where focus have been on placing the product at the best place with the best possible price. When it comes to services, the possibilities are not the same; the firms must adapt new marketing methods in order to sell and market their services effectively. If the services are “invisible” as well, the consultant must create a promise and the client must feel secure. Mutual relations then become important, and focus is instead put on the client’s needs rather than the firm’s own interests.

The purpose of this thesis was to examine how management consultants most effectively sell and market their services. Further the purpose was to discover how big consultancy firms differ from small. Theories within the traditional - respectively relationship-based marketing were used in order to get a deeper insight in the subject. By way of introduction four consultants were interviewed to facilitate the construct of a questionnaire, which was later sent out to 25 different consultancy firms. The results were analyzed with the objectives of finding out which marketing methods that were most often used and which factors affected the choice of method. In addition, similarities and dissimilarities between big and small firms were studied.

The state of the art within this subject is not very broad, and the thought was therefore to test the emerging theories and thereby support or oppose them. The results from the study showed to support the theories to a high extent. The conclusions are that the less productified the services are, the bigger effort is needed on relationship-based marketing. Those firms who only sell solution-based consulting tend to put much time on involving the client in the project process. These firms considered recommendations and references to be the most effective ways of reaching new clients and continue with existing ones. Traditional marketing activities were used to a much smaller extent, and were considered to be time-demanding and ineffective. The differences between big and small firms were less than the similarities. An answer to this might be that within the consultancy business the effectiveness is not made through the market share or the numbers of clients, i.e. how big the firm is; instead it is the special expertise and unique knowledge that every consultant keeps that makes them compete equally on the market no matter the firm size.

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42

Nicolay, Alexis. "Conception innovante de lignées de services complexes dans l’industrie d’armement européenne". Thesis, Université Paris-Saclay (ComUE), 2017. http://www.theses.fr/2017SACLX112.

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Dans ce travail de recherche nous nous intéressons à un objet particulier : la conception de lignées de services complexes. Nous étudions cet objet dans un contexte particulier lui aussi, celui de la Défense en Europe. Chacun de ces termes est porteur d’interrogations : que sont les services dans l’armement ? ; en quoi sont-ils complexes ? ; qu’est-ce qu’une lignée de service ? Ces services se caractérisent principalement par une durée de la relation s’inscrivant dans le temps long, de l’ordre de plusieurs décennies, sans commune mesure avec les services le plus souvent étudiés. La complexité de l’écosystème d’acteurs – mêlant public et privé – ainsi que celle intrinsèque aux produits et systèmes d’armement – systèmes de missiles, avions de combat, sous-marins nucléaires, etc. – contribuent également à l’originalité et la valeur de notre objet d’étude. La lignée, issue du monde de la conception innovante de produits, se caractérise sous deux dimensions en interaction : la succession de projets et l’accumulation des connaissances. Là encore, ces deux dimensions sont souvent absentes de la recherche sur les services. Dans l’optique de conception qui est la nôtre, les premières questions en appellent deux autres : comment représenter de tels services ? ; et comment organiser les fonctions de conception et notamment la création des connaissances nouvelles, innovantes, nécessaires à la co-conception et à la co-production du service par l’ensemble des acteurs ? Nous avons mené cette recherche au plus près du terrain. Intégré durant trois ans au sein d’un grand groupe Européen de défense (au titre d’une convention CIFRE), directement impliqué dans différents projets de conception de services innovants, nous avons été confronté d’un point de vue pratique autant que théorique à ces questions. Les travaux s’articulent autour de ces projets ainsi que d’une étude de cas comparative entre des projets de service de défense en France et au Royaume-Uni. À ce titre, le doctorant a effectué une période de six mois en tant que visiting PhD à l’Université de Cambridge. Quoi qu’ancrée dans un secteur particulier, notre recherche est porteuse d’enseignements à la portée plus générale pour la recherche comme pour les praticiens. À la fois Issu des cas et utilisé comme grille de lecture de ces mêmes cas, l’outil ReADy – pour Référentiel d’Analyse Dynamique de la valeur de service – est le principal apport conceptuel de nos travaux. Par la tension qu’il introduit entre ses deux composantes que sont le concept et le contrat, il contribue à représenter et concevoir la succession des projets de service. Par la notion de communauté d’apprentissage, en lien avec ReADy, nous mettons en lumière les principaux mécanismes de la création des connaissances nécessaires à la mise en place d’une lignée de services complexes
In this research we look at a singular object: lineages of complex services design. We study this object in a context singular in itself, which is the European Defence Sector. Each of the above terms raises questions: what are services in the defence sector? What makes them complex? What is a service lineage? The services we look at are characterised by the duration of the relationship, to be counted in decades, without measure with the ones most commonly studied. The complexity of the ecosystem of actors – comprising public and private sectors – and that of the underlying products and systems – e.g. missiles systems, fighter aircrafts or nuclear submarines – also contribute to the originality and the value of the object of our research. The concept of lineage, rooted in the innovative design of products, is best described by the interplay between the succession of projects and the accumulation of knowledge. Here again, both dimension are most often overlooked in service research. In our perspective of service design, our first questions call for two others: how to describe such services? and how to organise the design functions in such manner that new knowledge is created and shared to allow co-design and co-production of the service by the whole ecosystem of actors?Our research was conducted in close proximity with the actual field. Fully integrated within the organisation of a major player in the European defence sector (as per a CIFRE convention), the researcher was hands-on with several innovative service design projects and confronted with the above questions on both theoretical and practical perspectives. These projects are at the heart of our research, together with a comparative case study of defence services in France and the United-Kingdom. To that effect, a six month visiting PhD period was conducted in the University of Cambridge.Although being rooted in a singular context, our research bears more general insights for academia and practitioners alike. Coming from the case material and used to shed light on it as well, our ‘Dynamic Analysis of service value Referential ‘, dubbed ReADy, is the main theoretical contribution of our work. By the tension it introduces between its two components – the concept and the contract – it contributes to the description and design of the successions of service projects. With the concept of ‘learning communities’, together with ReADy, we shed light on the main knowledge creation mechanisms at work when implementing a lineage of complex services

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Meyer, Kyrill, e Nizar Abdelkafi. "Smart Services and Service Science: Proceedings of the 4th Internaional Symposium on Services Science, Leipzig (Germany), September 25, 2012". Institut für Angewandte Informatik (InfAI) e.V, 2012. https://ul.qucosa.de/id/qucosa%3A11634.

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Services Science is a new research discipline that has received, over the last years, a growing attention from academia and practice. It combines research from various fields which have evolved more or less independently and is concerned with the development and management of service products. Whereas theories from organizational and marketing science usually capture the nature of these products, engineering disciplines focus on shaping and developing these information goods, and the information systems field on integrating services as encapsulated application functionalities by using standardized (XML) interfaces. All these research streams converge in the new interdisciplinary area of Services Science which integrates the principles, design, and management of economic and technical services. For the fourth time, the \\\\\\\'International Symposium on Services Science (ISSS)\\\\\\\' offered an outstanding platform for the advancement and discussion of research in Service Science. In 2012, the ISSS focused on knowledge-intensive business services, also known as Smart Services, and their application in theory and practice. The ISSS was part of the Multi-Conference SABRE (Software, Agents and Services for Business, Research and E-Sciences, 24th-25th September 2012) and was held in Leipzig, Germany as a one-day event on the 25th September, 2012. The symposium was organized by the Information Systems Institute and the Department of Computer Science at the University of Leipzig as well as the Institute for Applied Informatics (InfAI), Fraunhofer MOEZ and the Leipziger Informatik-Verbund (LIV). As reflected in the conference proceedings, the sessions included in the agenda dealt with Smart Services from different perspectives: Smart Services in Theory and Practice, Smart Services in Management and Application, and Smart Services in High-Tech-Sectors. Although the official language of the conference is English, the authors had the opportunity to write their research contributions in English or German.

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Taneja, Mukesh. "A service curve approach for quality of service management in integrated services networks /". Diss., Connect to a 24 p. preview or request complete full text in PDF format. Access restricted to UC campuses, 1998. http://wwwlib.umi.com/cr/ucsd/fullcit?p9914079.

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Rosario, Sidney. "Qualité de Services dans les compositions des services Web". Rennes 1, 2009. http://www.theses.fr/2009REN1S177.

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Les services Web et leurs compositions sont utilisés de plus en plus ces derniéres années. Les orchestrations de services Web sont des compositions de services Web ayant une entité centrale – ''l'orchestrateur'' - qui appelle d'autres services Web de diverses manières (en parallèle / en série, etc), et combinent leurs réponses afin de former un nouveau service Web composé. Dans les milieux d'affaires, le comportement non-fonctionnel d'un service - ou la qualité de service (QoS) - est d'une grande importance car il est une composante importante pour le succès d'un service. Dans cette thèse nous proposons une théorie de la QoS pour les orchestrations des services Web, et nous développons un cadre pour la gestion de la QoS dans les orchestrations. Nous adoptons une approche basée sur les /contrats/ pour la gestion de la QoS, où les services appelés par l'orchestrateur sont considérés comme des ``sous-traitants'', et ont des contrats avec l'orchestrateur. Ces contrats précisent à la fois les comportements fonctionnel et non fonctionnel d'un service. Nous proposons l'utilisation de contrats probabilistes, pour prendre en compte la variabilité inhérente aux comportements non-fonctionnels d'un service. Une approche basée sur les contrats suppose implicitement que lorsque la performance d'un service s'améliore, la performance de l'orchestration, à son tour s'améliore. Nous montrons que cette propriété, que nous appelons ``la monotonie'', peut être facilement violée dans les orchestrations. Nous donnons des conditions nécessaires et suffisantes pour qu'une orchestration soit monotone. Nous montrons comment les contrats probabilistes peuvent être composés en un contrat que l'orchestrateur peut proposer à ses propres clients. Nous donnons également une méthode pour surveiller ces contrats, à l'aide de techniques statistiques. Notre approache est concrétisée par un outil construit sur un interpréteur d'Orc, un langage d'orchestration
Web services and their compositions have become increasingly pervasive in recent years. Web service orchestrations are Web service compositions involving a central entity - the ''orchestrator'' - which calls other Web services in various orders (in parallel/sequence, etc), combining their responses in different ways to form a new Web service in itself. In business environments, the non-functional - or the Quality of Service (QoS) - behaviour of the services is of high importance and it can alone decide the success or the failure of a service. In this thesis we propose a theory of QoS for Web Service orchestrations, and develop a framework for the management of QoS in orchestrations. We adopt a /contract-based/ approach for managing QoS, where the services called by the orchestrator are seen as its 'sub-contractors', and have contracts with the orchestrator. These contracts specify the behaviour of both the functional and the non-functional or the QoS aspects of the service. We propose the use of ''soft probabilistic contracts'', to capture the inherent variability in QoS behaviours. A contract-based approach implicitly assumes that when the performance of a contracted service improves, the performance of the orchestration as a whole in turn improves. We show that this property, that we call ``monotonicity'', can be easily violated in orchestrations. We give necessary and sufficient conditions for monotonicity to hold. We show how probabilistic contracts can be composed to derive a contract that the orchestrator can offer to its own clients. We also give a method to monitor these probabilistic contracts, using statistical techniques. Our whole framework is supported by an implementation over a Java interpreter of Orc, an orchestration language

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46

Jäger, Michael C. "Optimising quality of service for the composition of electronic services". [S.l.] : [s.n.], 2006. http://opus.kobv.de/tuberlin/volltexte/2007/1472.

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47

Flo, Arnfinn. "User-Perceived Quality of Service in Video on Demand Services". Thesis, Norwegian University of Science and Technology, Department of Telematics, 2006. http://urn.kb.se/resolve?urn=urn:nbn:no:ntnu:diva-9494.

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Video on Demand (VoD) is an Internet service with a growing appeal to the mass market, and is of increasing importance to Internet service providers' revenue. This master's thesis presents a subjective assessment on the user-perceived quality of service of an imaginary VoD service. By implementing the SAMVIQ methodology of subjective video quality assessment, the state of the art video codec H.264/MPEG-4's resilience to packet loss is examined. Through the recreation of several residential usage scenarios, different amounts of packet loss is added to H.264/MPEG-4 content encoded at diversified bitrates. The results suggest that random packet loss rates above 0,1% deteriorates the perceived quality to such an extent that it is not acceptable to the end-user. High-bitrate encoded content is relatively more affected than low-bitrate content, and bursty packet loss is preferred to loss categorized as non-bursty.

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Fontaine, Laurence. "Le service minimum - Les services essentiels : approches française et québécoise". Phd thesis, Université des Sciences Sociales - Toulouse I, 2004. http://tel.archives-ouvertes.fr/tel-00068888.

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Il n'existe plus de grève dans les services publics sans que soit évoqué, voire réclamé ou exigé le service minimum. Le droit français n'offre qu'une législation très parceIlaire et floue en la matière. Malgré de nombreuses propositions de loi, le législateur fait preuve d'inertie. Cette attitude s'explique notamment par la grande difficulté technique de la tâche imposant de concilier les deux principes de valeur constitutionneIle que sont le droit de grève et la continuité des services publics. Cette étude tend à mettre en exergue les interrogations relatives au service minimum et s'efforce de déceler la solution qui serait la mieux adaptée dans le système juridique fiançais. Afin de donner plus de relief à la recherche, le choix a été fait de l'aborder en s'inspirant du droit étranger. Le modèle choisi est originaire du Canada, et plus exactement du Québec. Il bénéficie d'un recul d'une vingtaine d'années et offre de ce fait, une expérience riche d'enseignements. La création d'un service minimum applicable aux services publics exige une analyse tant de la notion que de sa mise en oeuvre. Concrètement, il s'agit d'identifier les fondements du service minimum, de délimiter son champ d'application mais aussi de le définir en termes qualitatif et quantitatif, d'envisager sa mise en oeuvre par la voie négociée avec des acteurs spécifiques et de présenter les moyens permettant d'assurer son effectivité.

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Nordin, Fredrik. "Externalising services : walking a tightrope between industrial and service logics". Doctoral thesis, Handelshögskolan i Stockholm, Management av Innovation och Produktion (T), 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:hhs:diva-526.

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The externalisation of services and the adoption of service logic are topics that have received increasing attention recently, both among academics and practitioners. Whereas the adoption of service logic is associated with approaching the customer through various sorts of services and solutions, the externalisation essentially means leaving part of the customer interface to an external firm. However, empirical research focusing on such externalisation projects is lacking. This thesis addresses this gap by exploring problems encountered during the externalisation of basic product services at an industrial firm that is also adopting service logic. The thesis integrates several cross-sectional, retrospective, and longitudinal case studies. The studies were conducted at different point in time over more than three years at SysCo – the fictitious name of an industrial firm adopting service logic and externalising basic services, and also the employer of the author of this thesis at the time of the study and many years before. The thesis consists of five papers and an integrated synthesis, discussion and extension. One conclusion of the research is that unless the change approach and the problems encountered during the externalisation are taken seriously, the externalisation may be difficult to effectuate. A fundamental reason for this is that the simultaneous and complex adoption of service logic influences the externalisation and makes it more difficult to plan and carry out in a linear and top-down manner. The thesis contributes with knowledge about externalisation problems and their sources. Externalising services may be likened with walking a tightrope between industrial and service logics. The thesis contains advice that may guide managers responsible for such balancing acts.
Diss. Stockholm : Handelshögskolan, 2005

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Winberg, André, e Ramin Alberto Golrang. "Analytics as a Service : Analysis of services in Microsoft Azure". Thesis, Karlstads universitet, Institutionen för matematik och datavetenskap, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-47655.

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