Next Generation Network has drawn great attention by the researchers and telecommunication industries as the future generation in the communication technologies and services. The interest covers all aspects on NGN from the global standards, architecture and services. The management of services provided in the NGN environment has posed great challenges due to the heterogeneity of the service pro...

Abstract Failure mode and effect analysis (FMEA) is a systematic approach for identifying potential failures before they occur, with the intent to minimize the risk associated with them. It has been widely used in the various manufacturing industries as a solution to reliability problems. As the importance of the service sector is increasing, however, it has been recently extended to some appli...

Retrial queues are frequently observed in a real world system likewise call center or internet service industries. In this paper, a retrial queue system in which the number of retrials of each customer is limited by a finite number, say m is considered. That is, if a customer fails to enter the service facility at mth retrial, then the customer leaves the system without service. The effects of ...

IT costs are the second biggest cost component in service industries, topped only by HR costs. They are steadily increasing in other industries as well. At the same time, 70% of all IT investments do not achieve their objectives due to inadequate methods in IT assessment implying bad allocation of resources. To meet the requirements of ITPM methods deduced from the main focuses of IT-Governance...

The arrival of nanotechnology in various industries has been so rapid and widespread because of its wide-ranging applications in our daily lives. Nutrition and food service is one of the biggest industries to be affected by nanotechnology in all areas, changing even the nature of food itself. Whether it's farming, food packaging, or the prevention of microbial contamination the major food indus...

R. Verma G. R. Plaschka B. Hanlon A. Livingston K. Kalcher This paper presents an overview of the science and art of discrete choice modeling for service sector applications. With the ongoing momentum of service science, management, and engineering, the discrete choice modeling approach provides a sophisticated tool kit for assessing the needs and preferences of service customers. We provide di...

The hypothesis that price discrimination exploiting the consumer's willingness to pay for quality can occur in multi-firm industries is confirmed using microdata on retail gasoline prices. A test based on the price differentials at stations providing only one service quality (full or self service) and stations providing both qualities is developed and implemented with controls for variations in...

The object of our investigation is a software architecture for adaptive Service Level Agreement (SLA) management in value chains for service individualization. We address the problem that current SLA management is not capable to represent the full complexity of SLAs existing in real-world service industries. The problem is investigated from a functional-analytical supply chain perspective. The ...

Service industries may lack a fundamental understanding of the implications payment acceptance has for their business. Research into 11 targeted markets cuts through hypotheses and casts a clearer direction for a spectrum of service markets in a cashless society. While management publications do focus on product and service differentiation, they often ignore payment acceptance in their analysis...

The links between three interconnected elements of the Schumpeterian sources of economic change are explored, conceptually and empirically, in this paper: the commitment of industries to invest profits in cumulative R&D efforts; the ability of industries’ R&D to lead to successful innovations; the impact of new products and processes on high entrepreneurial profits. We consider the nature and v...