Title :
Design and Implementation of Service Commitment
Author :
Mingming, Wang ; Youbei, Huang
Author_Institution :
Sch. of Inf., Renmin Univ. of China, Beijing, China
Abstract :
Service commitment converts nonfigurative service concept to definite and measurable indicators. To design service commitment, it is required to choose commitment type and key service attributes, measure commitment costs and profits. To implement service commitment, it is necessary to choose explicit commitment or implicit commitment to recover service failure, avoid the abuse risk from consumers.
Keywords :
Communication standards; Concrete; Costs; Human factors; Performance gain; Process design; Production; Quality management; Uncertainty; design; implementation; service commitment;
Conference_Titel :
Service Sciences (ICSS), 2010 International Conference on
Conference_Location :
Hangzhou, China
Print_ISBN :
978-0-7695-4017-7
DOI :
10.1109/ICSS.2010.53
