Management of service level agreement for service-oriented content adaptation platform

It is paramount to provide seamless and ubiquitous access to rich contents available online to interested users via a wide range of devices with varied characteristics. Recently, a service-oriented content adaptation scheme has emerged to address this content-device mismatch problem. In this scheme, content adaptation functions are provided as services by third-party providers. Clients pay for the consumed services and thus demand service quality. As such, negotiating for the QoS offers, assuring negotiated QoS levels and accuracy of adapted content version are essential. Any non-compliance should be handled and reported in real time. These issues elevate the management of service level agreement (SLA) as an important problem. This chapter presents prior work, important challenges, and a framework for managing SLA for service-oriented content adaptation platform.

Quality of service-based service level agreement management framework for hydrocarbon exploration and discovery operation

 The major contributions presented in this thesis are twofold. Firstly, it presents the research towards a unique services-based Hydrocarbon Exploration and Discovery Model that demonstrates the feasibility of using advanced ICT technologies in the reproduction of stages involved in an oil and gas discovery, processing and analysis process. Secondly, the research demonstrated a solution of the problems in providing agreed level of quality of service (QoS) and formalizing of appropriate Service Level Agreements (SLA) within such complex environment where different services within the model can be delivered by a variety of service providers

Service level agreements framework for digital libraries quality of service management

No framework that provides practical approach for the assessment of quality of service level offered by digital libraries exists.This thesis aims to address this gap. The thesis develops a service level agreement (SLA) based mechanisms for the digital libraries to measure and assess the quality of service they deliver to their customers. An SLA is a formal contract between the digital content providers and the digital library consumers.

The impact of service intangibility on consumer service quality expectations

Research consistently demonstrates the strategic benefits of providing quality in service delivery (Tse and Wilton 1988; Anderson and Zeithaml 1984). However, to deliver a quality service, it is first necessary to determine the level of quality expectations that consumers have for a particular service industry. This paper examines whether quality expectations vary across services based on their degree of total intangibility. A controlled, repeated measures design is utilised, whereby subjects are each asked to evaluate three services that vary in their degree of intangibility. Contrary to past findings, results indicate that consumer expectations for service quality do not vary with the level of intangibility of the service.

The influence of locus of attribution, level of employee authority and employee concern on consumers postrecovery evaluations

This study employed a 3 x 2 x 2 full-factorial, between-subjects design experiment involving locus of attribution, concern, and the level of authority of the employee performing the recovery on consumers’ postcomplaint evaluations. The research, conducted in a restaurant context, involved a sample of 411 undergraduate students. Findings suggest that customers are less dissatisfied and more likely to revisit the restaurant when the location of the cause of the failure is internal (i.e., they are to blame). In addition, consumers are less likely to repurchase when the manager, as opposed to the waiter, is responsible for the service failure.

Marketing across cultures : an investigation into place specific dimensions of service quality in sport

Abstract The purpose of this study was to identify place-specific dimensions of service quality in spectator sport settings and determine if the importance of these dimensions differed across cultures. The study was limited to the soccer industry and involved the collection of responses from identified soccer spectators to a range of items presented in a survey instrument. The survey was distributed to respondents face-to-face on a match day of the club they supported, or mailed to their home address. Responses were obtained from spectators from two clubs from Australia (n=277), one club from the USA (n=199), one club from the Netherlands (n=245) and one federation from Malaysia (n= 100). Based on the findings of a number of authors, six categories of potential place-specific dimensions of service quality in spectator sport settings were created and the research instrument contained a number of items that could be categorised under one of these headings. These categories were Home, Religion, Social facilitation, Sensory, Uncertainty of outcome, and Personal attention. In this thesis it was assumed that place-specific service quality issues are similar for sport spectators of different cultures, although differences in degree of importance of these dimensions (etic approach) were likely to emerge. In other words, although it was expected dimensions per country to be similar, differences in degree of importance of these dimensions were expected. Given the lack of confirmatory statistical evidence pertaining to the specific country samples, it was concluded that differences per country are likely to be more than just differences in degree. Both the overall structure and structures per country could not be confirmed, and hence the conclusion was drawn that differences in nature between the countries were present. In other words, what is a dimension of place-specific service quality in one country is not necessarily a dimension in another country. The results of a content analysis of ‘core component’ structures per country compared with a (full sample) core component structure delivered six components (referred to as place-specific dimensions of service quality) that were defined as Home, Hedonist, Religious follower, Safe atmosphere, Hospitality and Personal Attention. It was found that in most cases the cultural orientation of soccer spectators reflects the cultural orientation of the country as a whole as proposed by Hofstede (1991). However, in line with Huntington (1997), it was also argued that grouping people based on their country of origin as a proxy for their cultural orientation, will increasingly lead to flawed and incomplete research findings. As noted by Yoo etal. (1999), the identification of a person's cultural orientation is likely to deliver more direct results when measured at the individual level In that regard it is concluded that it may seem prudent to view Hofstede's dimensions of culture with increased conceptual scrutiny. Although having been replicated in multiple studies, it becomes increasingly unlikely that Hofstede's dimensions cover the complete spectrum of an individual person's cultural orientation. In conclusion, this study identified that soccer spectators (from a number of clubs) from Australia, the USA, the Netherlands and to a lesser extent Malaysia, perceive a range of place-specific service quality dimensions in spectator spoil settings to be important when visiting a soccer match. Before research into satisfaction with and value of place-specific dimensions of the spectator sport service product is initiated, it is pertinent the identified dimensions are further explored and confirmed in different country (culture) settings. The confusion that still exists about the place of the value concept (in relation to quality and satisfaction), where Holbrook (1994) defines quality as a type of value and Chelladurai and Chang (2000) argue that value is a type of quality, further underpins this necessity. It needs to be clear what are the targets of service quality before this information is integrated in larger holistic research frameworks. In the final section of the thesis a conceptual model for international services marketing research in the sport industry was presented as a first attempt to integrate the findings of this research and other researchers.

Antecedents and consequences of service quality in a higher education context : A qualitative research approach

Purpose – The purpose of the paper is to report on the perception of students in regard to critical antecedents, dimensions and consequences of service quality with an aim to develop a theoretical model in the context of a university in Australia.

Design/methodology/approach – This research used focus group discussions with 19 students who had been studying in undergraduate and postgraduate level programs at an Australian university.

Findings – The findings show that the critical antecedents to perceived service quality are information and past experience. There are three aspects of perceived service quality, namely, academic, administrative and facilities. Student satisfaction and student trust are found to have direct and positive relationships with perceived service quality as consequences; and brand performance and behavioural intention are found to have indirect relationships with perceived service quality mediated through satisfaction and trust.

Originality/value – This paper found three separate themes and their relationships with service quality in the context of a university. These themes are: information, past experience and brand performance. Perceived service quality was found playing an important role in this theoretical model. The model provides a good explanation of university brand performance and students' behavioural intentions.

Distributed defense against distributed denial-of-service attacks

Distributed defense is a promising way to neutralize the distributed Denial-of-Service attacks by detecting and responding the attacking sources widespread around the Internet. Components of the distributed defense system will cooperate with each other to combat the attacks. Compared with the centralized defense systems, distributed defense systems can discover the attacks more timely from both source end and victim end, fight the attacks with more resources and take advantage of more flexible strategies. This paper investigates 7 distributed defense systems which make use of various strategies to mitigate the DDoS attacks. Different architectures are designed in these 7 systems to provide distributed DDoS defense solutions. We evaluate these systems in terms of deployment, detection, response, security, robustness and implementation. For each criteria, we give a recommendation on which technologies are best suitable for a successful distributed defense system based on the analysis result. Finally we propose our idea on the design of an effective distributed defense system.

Association of family environment with children's television viewing and with low level of physical activity

Objective: This study examined associations between the family environment and children's television (TV) viewing and likelihood of being low-active.
Research Methods and Procedures: In 2001, children were recruited from 19 primary schools in Melbourne, Australia. Parents completed a questionnaire about their child's TV viewing and the family environment. Children also completed a questionnaire and wore an accelerometer for 8 days. Movement counts were used to identify low-active children (lowest quartile). Data were analyzed in May 2004.
Results: The sample consisted of 878 children (mean age = 11.5 0.6 yrs). Multiple logistic regression revealed that socioeconomic status [adjusted odds ratios (AOR) = 0.4 boys], frequency families watched TV together (AOR = 2.0 boys), mothers' (AOR = 1.8 boys; AOR = 2.5 girls) and fathers' (AOR = 2.6 boys; AOR = 2.8 girls) TV viewing, and rules prohibiting TV during mealtimes (AOR = 0.6 boys; AOR = 0.6 girls) related to children watching TV 2 h/d. Variables associated with low-level physical activity included self-reported enjoyment of Internet use (AOR = 1.7 boys) and preference for watching TV (AOR = 2.3 girls), perception that mother uses computer a lot (AOR = 1.9 boys) and likes using the computer (AOR = 0.6 girls), fathers' reported computer/electronic games use (AOR = 1.7 girls), frequency families used computer together (AOR = 0.4 girls), rules that TV viewing must be supervised (AOR = 1.9 boys; AOR = 0.6 girls), and having pay TV (AOR = 0.6 boys) and electronic games at home (AOR = 2.6 boys).
Discussion: These findings suggest that the relationships between the family environment and TV viewing and low-level activity are complex and that these behaviors are distinct.

Service provision factors that affect the health and wellbeing of people living in a lower SES environment: the perspective of service providers

Inequalities in health and wellbeing within low socioeconomic (SES)  environments are well documented. Factors inherent to the health care system itself, such as inaccessible, inflexible or inappropriate seroiceprovision, contribute to the poorer health status ofresidents oflow SES areas. This paper explores the issues ofseroice provision in low SES areas, documenting the perceptions of seroice providers about the seroice needs of residents, in order to understand the systemic factors that negatively impact on health and wellbeing. A total of54 health and welfare seroice providers from two adjacent low SES suburbs within regional Victoria were interoiewed using qualitative research methods. Keyfindings indicate that successful navigation of health care seroices by residents within these low SES environments is being impeded by issues ofaccess, a lack ofappropriate early interoention options or measures, and general resident disempowerment. Central to the improvement of seroice provision is the need for seroices to become economically, geographically and culturally accessible. In particular, the importance of community involvement in health planning and health promoting seroices must be reflected in the ethos ofseroice provision.

A comparative study at the logical level of centralised and distributed recovery in clusters

Cluster systems are becoming more prevalent in today’s computer society and users are beginning to request that these systems be reliable. Currently, most clusters have been designed to provide high performance at the cost of providing little to no reliability. To combat this, this report looks at how a recovery facility, based on either a centralised or distributed approach could be implemented into a cluster that is supported by a check pointing facility. This recovery facility can then recover failed user processes by using checkpoints of the processes that have been taken during failure free execution.

Quality-of-service routing for web-based multimedia servers

Quality-of-Service is an important issue in multimedia applications; so far most of the research focuses on bandwidth guarantee, few pays attention to the server performance guarantee. In this paper we pay more attention to the server performance guarantee under the prerequisite of guaranteed bandwidth quality. We take advantage of anycast to find the "best" multimedia server among a distributed server group in terms of bandwidth, the request will be submitted to the selected server, moreover, the selected server's neighbours' (all the servers with feasible paths) addresses are delivered to the selected server simultaneously. If the selected server can not guarantee the QoS for the request in terms of server performance, then a proposed QoS-Aware Server Load Deviation (QASLD) mechanism wiII be employed, which will deliver the request to one of its neighbours until there exists a suitable server that can guarantee the server performance for the request. Our experiments show that the proposed QASLD algorithm works well.

Service failure and recovery in the presence of service guarantees

This paper presents a conceptual model and propositions outlining how, in a service recovery encounter, service guarantees (unconditional and specific) operate in conjunction with other organisational recovery variables (guarantee facilitation and service provider concern), to influence customers’ justice perceptions and subsequent satisfaction evaluations.