QoE Aware Service Delivery in Distributed Environment

Service delivery and customer satisfaction are strongly related items for a correct commercial management platform. Technical aspects targeting this issue relate to QoS parameters that can be handled by the platform, at least partially. Subjective psychological issues and human cognitive aspects are typically unconsidered aspects and they directly determine the Quality of Experience (QoE). These factors finally have to be considered as key input for a successful business operation between a customer and a company. In our work, a multi-disciplinary approach is taken to propose a QoE interaction model based on the theoretical results from various fields including psychology, cognitive sciences, sociology, service ecosystem and information technology. In this paper a QoE evaluator is described for assessing the service delivery in a distributed and integrated environment on per user and per service basis.