Search results for "LEVEL"
showing 10 items of 3465 documents
Service policies of German manufacturers: Critical factors in international competition
1992
Abstract German companies perform well in export markets, based on product quality and technology. But the competitive advantages and value-added of service are expected to grow sharply in the coming decade — especially product-focused service. Hermann Simon has identified ‘Hidden Champions’ in Germany — companies like Heidelberg Printing Machines, BMW and Mercedes-Benz, which integrate market and technology as equal driving forces and provide quick and reliable customer service. But there is much room for improvement in service provided by German manufacturing companies. They could upgrade their design and marketing of service, and apply better quality control such as setting quantitative …
Linking Employees’ Extra-Role Efforts to Customer Satisfaction
2017
Abstract. Our main goal was to test the moderating role of customer complaints (“presence” vs. “absence”) in the links from extra-role customer service (ERCS) to customer satisfaction. To this end, we conducted two independent survey studies in two service settings: hotels and service-centers for individuals with intellectual disability. A total of 571 hotel customers and 876 legal guardians of individuals with intellectual disability participated in the studies. We found that the magnitude of the relationship between ERCS and customer satisfaction was higher for presence of complaints than for absence in both service settings. Results are discussed in terms of compensation-seeking, recipr…
Economical evaluations of reactive power supply as an ancillary service offered by distributors
2006
Reactive power supply is one of the most important ancillary services in the field of transmission systems safety. In the current market assets, at international level, this service is differently regulated and sometimes with criteria that are not market driven. The present work is focused on the perspective to realise a reactive power market to which also the distributors can take part injecting reactive power into HV/MV connection bus bar. Under this hypothesis, the paper proposes a methodology to evaluate the economic convenience limits that the system operator would have buying the capacitive reactive power offered by distributors.
Income characteristics and the use of microfinance services: evidence from economically active persons with disabilities
2013
The purpose of this empirical research from Uganda is to provide initial insight into the ‘black box’ of understanding the economic behaviour of persons with disabilities and about their use of microfinance services. First, we analyse the income levels of persons with disabilities in relation to their sources of income. Second, we study the income sources and income levels for different types of disabilities. Finally, we analyse how income level and income source relate to the use of microfinance services for persons with disabilities. We present evidence that farmers with disabilities and persons with visual impairments have lower income levels than other persons with disabilities. We then…
Unit-level fairness and quality within the health care industry: A justice–quality model
2014
We test a justice–quality model in which peer justice and justice climate are related to the service quality provided by the work unit. Based on the effort–reward imbalance model, we propose that units perceiving fair treatment provide better delivery of the core service (functional service quality) and better relational service beyond the core service (relational service quality). We also test whether the cross-level relationship of high service quality delivered by work units translates into high customer ratings of the service quality they receive. Furthermore, we propose that high service quality increases the work unit’s influence on their customers’ quality of life (QoL). We test thes…
Towards global service level guarantee within autonomic computing systems
2011
International audience; In this paper, we specify a global service level guarantee including not only QoS but also security and taking into account user mobility. This global service level could be guaranteed within several autonomic computing systems managed by different autonomic domain managers. For that purpose, we propose an end-to-end Service Level Negotiation Protocol, called SLNP, to provide those autonomic managers with a negotiation capability. This allows achieving an agreement on the service level of each offered service between the different domains involved in the transport of that service. SLNP Implementation is made of Web Services technologies to enable interoperability in …
An effective opportunistic maintenance policy for a global service
2010
The aim of the present paper is to develop a model for an effective maintenance policy with refer to a global service contract between a services provider company and a company for the waste management. The contract requires, with fixed performance levels of the service, the supplying of a mandatory set of maintenance services on a set of waste compactors vehicles of the outsourcer company. In particular, the service provider (SP) must perform corrective maintenance actions and the replacement of the fault parts. The tackled problem concerns the determination of an effective opportunistic maintenance policy in order to assure the required service performance levels at the minimum global mai…
Logistics service quality: a new way to loyalty
2008
PurposeNow‐a‐days, logistics research focuses on the ability of logistics to deliver a quality service and generate greater satisfaction with the delivered service. Therefore, the aim of this work is to analyze the quality, satisfaction, and loyalty sequence in the logistic service delivery context, with the purpose of considering the role of information and communication technologies (ICT) in this chain of effects.Design/methodology/approachAfter reviewing the different approaches given by the literature, SEM analysis is used to contrast the hypotheses for the analyzed constructs in the presence of high/low ICT level. A questionnaire based on personal survey was conducted among manufacture…
A global service level guarantee in NGN networks
2010
In this paper, we propose an end-to-end service level negotiation protocol which enables a global service offer covering quality of service (QoS) and security while taking into account user's mobility in this offer. This protocol provides all the domains involved in the transport of a various offered services with a negotiation capability to achieve an agreement on a service level. This paper shows also results of measurements evaluating the performances of the considered negotiation protocol and security impact on QoS.
Building a medical research cloud in the EASI-CLOUDS project
2015
Summary The demand for Information Technology (IT) resources is constantly growing in the scientific area. The ability to store and process increasing amounts of data has transformed many research disciplines like the life sciences, which now rely on complex data processing and data analytics. Cloud computing can provide researchers with scalable and easy-to-use hardware and software resources and allows on-demand access to services, tools, or even complete work environments. The European research project EASI-CLOUDS has developed a service delivery platform with special regard to service integration, monitoring and management, and the negotiation of service level agreements. In order to de…