scholarly journals On Predicting Ticket Reopening for Improving Customer Service in 5G Fiber Optic Networks

2021 ◽  
Vol 13 (10) ◽  
pp. 259
Author(s):  
Lorenzo Ricciardi Ricciardi Celsi ◽  
Andrea Caliciotti ◽  
Matteo D’Onorio ◽  
Eugenio Scocchi ◽  
Nour Alhuda Sulieman ◽  
...  
Keyword(s):  
Customer Service ◽  
Service Provider ◽  
Fiber Optic ◽  
Service Providers ◽  
Service Level Agreement ◽  
Training Dataset ◽  
Support Vector ◽  
Joint Research ◽  
Original Dataset ◽  
Fiber Optic Networks

The paper proposes a data-driven approach based on machine learning for predicting technical ticket reopening in customer service platforms of telecommunications companies providing 5G fiber optic networks, namely with respect to ensuring that, between end user and service provider, the Service Level Agreement in terms of perceived Quality of Service is satisfied. The activity was carried out within the framework of an extensive joint research initiative on Next Generation Networks between ELIS Innovation Hub and a major network service provider in Italy over the years 2018–2021. The authors compare the performance of different approaches to classification—ranging from decision trees to Artificial Neural Networks and Support Vector Machines—and establish that a Bayesian network classifier is the most accurate at predicting whether a monitored ticket will be reopened or not. In addition, the authors propose a suitable dimensionality reduction strategy that proves to be successful at increasing the computational efficiency by reducing the size of the relevant training dataset by two orders of magnitude with respect to the original dataset. Numerical simulations show the effectiveness of the proposed approach, proving it can be a very useful tool for service providers in order to identify the customers that are most at risk of reopening a ticket due to an unsolved technical issue.

Fuzzy rule based SLA generation algorithms for web based multi party negotiation systems

2020 ◽  
Vol 39 (6) ◽  
pp. 8345-8356
Author(s):  
M. Alamelu ◽  
T.S. Pradeep Kumar ◽  
V. Vijayakumar
Keyword(s):  
Service Provider ◽  
Service Providers ◽  
Service Level Agreement ◽  
Fuzzy Rule ◽  
Service Level ◽  
Rule Base ◽  
Web Based ◽  
Multilateral Negotiation ◽  
Service Consumer

Service Level Agreement (SLA) is an agreement between the service provider and consumer to provide the verifiable quality of services. Using the valuable metrics in SLA, a service consumer could easily evaluate the service provider. Though there are different types of SLA models are available between the consumer and provider, the proposed approach describes the Fuzzy rule base SLA agreement generation among multiple service providers. A negotiation system is designed in this work to collect the different sets of provider services. With their desired quality metrics, a common Fuzzy based SLA report is generated and compared against the existing consumer requirements. From the analysis of the common agreement report, consumers can easily evaluate the best service with the desired Impact service, cost and Quality. The main advantage of this approach is that it reduces the time consumption of a consumer. Moreover, the best service provider can be selected among multiple providers with the desired QoS parameters. At the same time, the bilateral negotiation is enhanced with the approach of multilateral negotiation to improve the searching time of consumers.

The customer is king: culture-based unintended consequences of modern marketing

2016 ◽  
Vol 33 (3) ◽  
pp. 193-201 ◽  
Author(s):  
Chang Soo Kim ◽  
Praveen Aggarwal
Keyword(s):  
Customer Service ◽  
Service Provider ◽  
Cultural Context ◽  
Social Impact ◽  
Service Providers ◽  
Hierarchical Structures ◽  
Unintended Consequences ◽  
Content Type ◽  
Power Differential ◽  
Eastern Cultures

Purpose This study aims to examine how the modern marketing expectation of treating the customer like a king can become a source of power differential in societies that already have a predisposition for hierarchical structures. The authors explore how this marketing-generated power differential might have an adverse impact on service providers in Eastern cultures with high power distance. Design/methodology/approach Four studies involving receivers and providers of services in Canada and South Korea were conducted. The experiments required participants to read service scenarios and respond to survey questions. Findings The authors find that practicing the “The Customer is King” philosophy does produce a power differential between the customer and the service provider in Eastern cultures. In such cultures, customers may feel superior in social hierarchy compared to the service providers, may develop a sense of entitlement that infringes on the rights of the service providers and may carry over that expectation from service to non-service contexts. The power differential is also a source of stress for the service provider. Research limitations/implications The use of scenarios in our experiments may limit the generalizability of the study’s findings. Practical implications Although sharing of best practices across cultures can be a worthwhile goal for managers, blind copying of some Western practices in Eastern markets can be problematic. The cultural context of markets calls for caution. In their quest for excellent customer service, managers should not let customers expect the service provider to become subservient and servile. Originality/value This study is the first attempt at examining the social impact of a marketing philosophy (customer is king) and how the outcomes might be different depending on the culture in which the philosophy is practiced.

scholarly journals Logistics Service Provider Selection through an Integrated Fuzzy Multicriteria Decision Making Approach

2014 ◽  
Vol 2014 ◽  
pp. 1-16 ◽  
Author(s):  
Gülşen Akman ◽  
Kasım Baynal
Keyword(s):  
Customer Service ◽  
Service Provider ◽  
Service Providers ◽  
Evaluation Criteria ◽  
Multicriteria Decision Making ◽  
Third Party ◽  
Analytic Hierarchy ◽  
Logistics Service ◽  
Logistics Service Provider ◽  
Order Preference

Nowadays, the demand of third-party logistics provider becomes an increasingly important issue for companies to improve their customer service and to decrease logistics costs. This paper presents an integrated fuzzy approach for the evaluation and selection of 3rd party logistics service providers. This method consists of two techniques: (1) use fuzzy analytic hierarchy process to identify weights of evaluation criteria; (2) apply fuzzy technique for order preference by similarity to ideal solution (TOPSIS) method to evaluate and sequence alternatives and to make the final selection. Finally, an actual industrial application is performed in logistics department of a tire manufacturing company. For this, first, eight logistics supplier selection criteria were determined, and then the best alternative among seven logistics service provider companies was selected by the proposed method.

scholarly journals Disentangling the Differential Roles of Warmth and Competence Judgments in Customer-Service Provider Relationships

2020 ◽  
Vol 23 (4) ◽  
pp. 476-503
Author(s):  
Pascal Güntürkün ◽  
Till Haumann ◽  
Sven Mikolon
Keyword(s):  
Customer Service ◽  
Service Provider ◽  
Service Providers ◽  
Emotional Bonds ◽  
Process And Outcome ◽  
Underlying Mechanisms ◽  
Company Identification ◽  
Driving Outcomes ◽  
Asymmetric Dominance ◽  
Current Operating

Despite increasing interest in warmth and competence as fundamental dimensions in consumers’ evaluation of service providers, prior research remains ambiguous about which dimension is more important. The current study develops a nomological framework that clarifies this ambiguity and explains whether, when, and why warmth or competence takes precedence for different outcomes in customer-service provider relationships. Combined evidence from field and laboratory studies support the notion of an asymmetric dominance, which suggests that warmth is dominant in driving outcomes that capture relational aspects (e.g., customer-company identification), whereas competence is dominant in driving outcomes that capture transactional aspects of the customer-service provider relationship (e.g., share of wallet). The findings provide first insights into the underlying mechanisms that drive this asymmetric dominance by demonstrating that relational and capability concerns mediate this process. Moreover, the current investigation identifies novel moderators that offer managers help in identifying service contexts (people vs. object care) and customer segments (differing in process and outcome service goals) for which investing in warmth or competence is more promising. Overall, displaying competence is particular effective in driving customer attraction and current operating performance, whereas displaying warmth is better suited to establish strong emotional bonds and drive customer retention.

scholarly journals Service Broker-Based Architecture Using Multi-Criteria Decision Making for Service Level Agreement

2019 ◽  
Vol 13 (1) ◽  
pp. 20
Author(s):  
Imane Haddar ◽  
Brahim Raouyane ◽  
Mostafa Bellafkih
Keyword(s):  
Decision Making ◽  
Service Provider ◽  
Network Architecture ◽  
Service Providers ◽  
Service Level Agreement ◽  
Service Selection ◽  
Service Level ◽  
Multi Criteria Decision Making ◽  
Sla Management ◽  
Set Up

With the on-going trends of the telecom services, the number of service providers with similar functionalities is undergoing a rapid growth. The customers face the difficulty to decide which service provider can satisfy their needs and full their requirements. Negotiating contracts between involved parts, and hiding heterogeneity in the distributed network environment has been challenging for telecom operators and service providers. Different languages exist to describe the Service Level Agreement (SLA), which is a contract between a service provider and a customer. However, since each service provider expresses his SLA in his own way, it disrupts the customer's choice of the best service provider, and leads to a bad contract management. In this respect, we propose a novel architecture for service selection, and SLA management between different stakeholders in our network architecture. The idea is to set up a smart broker where we implemented a Multi-Criteria Decision Making (MCDM) method to maximize utility function so that the customer can choose services with required QoS performances. We also came up with the idea of settling a negotiation model for the SLA, and a context based SLA contract ontology in IP Multimedia Subsystem (IMS) network is also proposed to provide users with a clear model to express their requirements and preferences. Moreover, we used the New Generation Operations Systems and Software (NGOSS) Framework to model and analyze networks and services actions. To better understand the relationship and the projection of NGOSS Framework and IMS platform, we introduce an SLA management and monitoring architecture in IMS network.

scholarly journals An integrated three-tier trust management framework in mobile edge computing using fuzzy logic

2021 ◽  
Vol 7 ◽  
pp. e700
Author(s):  
Merrihan B.M. Mansour ◽  
Tamer Abdelkader ◽  
Mohamed Hashem ◽  
El-Sayed M. El-Horbaty
Keyword(s):  
Service Provider ◽  
Trust Management ◽  
Service Providers ◽  
Service Level Agreement ◽  
Cloud Service ◽  
Service Level ◽  
Edge Computing ◽  
Trust Value ◽  
Management Framework ◽  
Cloud Service Providers

Mobile edge computing (MEC) is introduced as part of edge computing paradigm, that exploit cloud computing resources, at a nearer premises to service users. Cloud service users often search for cloud service providers to meet their computational demands. Due to the lack of previous experience between cloud service providers and users, users hold several doubts related to their data security and privacy, job completion and processing performance efficiency of service providers. This paper presents an integrated three-tier trust management framework that evaluates cloud service providers in three main domains: Tier I, which evaluates service provider compliance to the agreed upon service level agreement; Tier II, which computes the processing performance of a service provider based on its number of successful processes; and Tier III, which measures the violations committed by a service provider, per computational interval, during its processing in the MEC network. The three-tier evaluation is performed during Phase I computation. In Phase II, a service provider total trust value and status are gained through the integration of the three tiers using the developed overall trust fuzzy inference system (FIS). The simulation results of Phase I show the service provider trust value in terms of service level agreement compliance, processing performance and measurement of violations independently. This disseminates service provider’s points of failure, which enables a service provider to enhance its future performance for the evaluated domains. The Phase II results show the overall trust value and status per service provider after integrating the three tiers using overall trust FIS. The proposed model is distinguished among other models by evaluating different parameters for a service provider.

scholarly journals THE BEHAVIOURAL CONSEQUENCES OF PERCEIVED SERVICE QUALITY: A STUDY OF THE INDIAN TELECOMMUNICATION INDUSTRY

2020 ◽  
Vol 21 (1) ◽  
pp. 360-372
Author(s):  
Deepika Jhamb ◽  
Amit Mittal ◽  
Pankaj Sharma
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Service Providers ◽  
Strong Relationship ◽  
Perceived Service Quality ◽  
Behavioural Intentions ◽  
Customer Expectations

The telecom industry in India has witnessed substantial growth over the last decade. Rapid growth of telecommunications is opening up the doors for many telecom players from Europe, Asia and other parts of the world, resulting in increased competition and tariff reductions. In the present competitive environment, the services perceived by the customers and their behavioural intentions play a pivotal role in the customer switching process among service providers. With the changing expectations of service quality, it becomes imperative to discover the gap between customer expectations and customer perception. In this context, the aim of the present study is to identify the existing gap between customer expectations and perceptions and investigate the relationship between post-experience perception of service quality and customers’ behavioural intentions. The data was collected from 500 customers in Delhi NCR, India. Paired sample t-test and multiple correlation analysis were performed. The results of the study points out the key areas wherein the service gaps are considerably high such as reliability and responsiveness. The customer behavioural intentions, such as “Complain to customer service if a problem occurs”, “Switch to another service provider” and “Reducing the usage with a particular service provider”, have shown a strong relationship with quality of service. The findings of the study confirm that the perceptions of customers regarding the quality of service received definitely have an impact on their behaviour.

SERVICE LEVEL AGREEMENTS AND DEPENDABILITY

Dependability ◽  
2017 ◽  
Vol 17 (4) ◽  
pp. 27-30
Author(s):  
V. A. Netes
Keyword(s):  
Service Provider ◽  
Service Providers ◽  
Service Level Agreement ◽  
Service Level ◽  
Piecewise Constant Function ◽  
Availability Factor ◽  
Sla Violation ◽  
Wide Range ◽  
Standard Values ◽  
The One

The Service Level Agreement (SLA) is an efficient and proven tool for regulation of the relations between the supplier and the user of services that is designed to ensure their quality. Such agreements are well known and successfully used in the information and communication industry. They are also applicable in other areas. Essentially, SLA stipulates certain requirements for the service level of which the fulfilment is guaranteed by the provider. In case of SLA violation the service provider is usually financially liable. As a rule, in such cases the user is remunerated with a discount for services provided in the following accounting period. Dependability requirements are an important part of the SLA. The purpose of this paper is to familiarize a wide range of experts from various industries with the general matters of SLA application and the aspects related to the dependability requirements specification. The paper refers to the relevant documents of international standardization organizations (ITU, ISO/IEC, ETSI, TMForum) and the Russian standards. Recommendations are given for selecting the dependability indicators and standard values to be included in the SLA, as well as for defining the amounts of compensation payed by service providers to the customers in case of non-compliance with requirements for the availability factor. The availability factor is normally used in the SLA as the primary dependability indicator that defines the allowable total time of non-operability over the specified base period. Additionally, a client might be interested in restricting the duration of each individual downtime as well. For that purpose, the guaranteed recovery time can also be specified and exceeding this time would be deemed an SLA violation. The choice of the standard values for inclusion in the SLA is a search for a compromise between the intent to satisfy the user requirements and the wish to get ahead of the competition on the one hand and the requirement to ensure the feasibility of the assumed obligations and minimize the risk of SLA violation that involve financial and reputational losses on the other hand. Therefore, before proposing an SLA to a customer, a service provider must thoroughly analyze its actual ability to make sure that the probability of SLA requirements violation is sufficiently low. The computational or computational and experimental methods are suggested for its evaluation. The amount of compensation for a violation depends on its gravity, i.e. the achieved and the standard values of an indicator. In practice, this relation is usually expressed with a step (piecewise constant) function. A formula is proposed that expresses the theoretical relation between the relative amount of compensation for violation of the availability factor requirements and the severity of violation and the standard value of this indicator. It can be used in defining the technically substantiated reference for SLA conditions development and assessment, of which the value will be relevant to both the service providers and users.

scholarly journals Conceptual Service Level Agreement Mechanism to Minimize the SLA Violation with SLA Negotiation Process in Cloud Computing Environment

2021 ◽  
Vol 18 (2(Suppl.)) ◽  
pp. 1020
Author(s):  
Narander Kumar ◽  
Surendra Kumar
Keyword(s):  
Cloud Computing ◽  
Service Provider ◽  
Service User ◽  
Service Providers ◽  
Service Level Agreement ◽  
Cloud Service ◽  
Service Level ◽  
Negotiation Process ◽  
Cloud Computing Service ◽  
Cloud Service Providers

Online service is used to be as Pay-Per-Use in Cloud computing. Service user need not be in a long time contract with cloud service providers. Service level agreements (SLAs) are understandings marked between a cloud service providers and others, for example, a service user, intermediary operator, or observing operators. Since cloud computing is an ongoing technology giving numerous services to basic business applications and adaptable systems to manage online agreements are significant. SLA maintains the quality-of-service to the cloud user. If service provider fails to maintain the required service SLA is considered to be SLA violated. The main aim is to minimize the SLA violations for maintain the QoS of their cloud users. In this research article, a toolbox is proposed to help the procedure of exchanging of a SLA with the service providers that will enable the cloud client in indicating service quality demands and an algorithm as well as Negotiation model is also proposed to negotiate the request with the service providers to produce a better agreement between service provider and cloud service consumer. Subsequently, the discussed framework can reduce SLA violations as well as negotiation disappointments and have expanded cost-adequacy. Moreover, the suggested SLA toolkit is additionally productive to clients so clients can secure a sensible value repayment for diminished QoS or conceding time. This research shows the assurance level in the cloud service providers can be kept up by as yet conveying the services with no interruption from the client's perspective

Sign in / Sign up

Export Citation Format

Share Document