In recent years, service failure and recovery strategies have generated considerable interest among both researchers and marketers. The Internet environment has transformed the concepts of service failure and recovery...In recent years, service failure and recovery strategies have generated considerable interest among both researchers and marketers. The Internet environment has transformed the concepts of service failure and recovery strategies from a dyadic customer-provider focus into a multidimensional web quality scope. In traditional encounters, the research spectrum of service failure and recovery strategies is very much developed from a customer service approach and the responsibility of recovery has been traditionally assumed to be something that is assigned to the marketer. Studies pay little or no attention to the multidimensional nature of service failures contingent to recovery strategies in developing countries. To date, empirical studies have focused on service failures and recovery strategies in developed countries. This paper aims to provide some insights on the need for a context-specific development of recovery programmes and strategies suitable for developing countries.展开更多
As the society matures, customer requirements have become more varied. Services have been attracting increasing attention from industry and academic field as an effective mean to satisfy such varied customer requireme...As the society matures, customer requirements have become more varied. Services have been attracting increasing attention from industry and academic field as an effective mean to satisfy such varied customer requirements. In order to make a profit, it is important for companies to build and maintain long-term relationships with customers. Therefore, service providers should maintain their service quality and always satisfy their customers. To realize highly reliable product or services, in general, it is an effective approach to prevent failures from occurring in the use phase. Therefore, it is necessary that analysts identify the factors that could cause service failure and take appropriate measures against the target failure factor in advance. However, service failure factors are varied compared to physical products because service failures occur due to uncertainty elements such as human factors. In this study, we aim to enable service analysts to identify the critical failure factor from a number of failure factors. To achieve this, we identify complex failure factors and relationships among them from the viewpoint of the field where the service provided. This paper proposes a method for structuring the causal sequence between service failure factors by using a method of system modeling.展开更多
网络虚拟化环境下,底层网络的透明性造成虚拟网提供商不能诊断所有的虚拟网服务故障.为解决此问题,提出了基于映射关系的虚拟网服务故障传播模型.针对故障传播模型中故障集与症状集较大、网络环境动态和噪声大而导致的已有诊断算法误报...网络虚拟化环境下,底层网络的透明性造成虚拟网提供商不能诊断所有的虚拟网服务故障.为解决此问题,提出了基于映射关系的虚拟网服务故障传播模型.针对故障传播模型中故障集与症状集较大、网络环境动态和噪声大而导致的已有诊断算法误报率高、时间复杂度高的问题,基于网络虚拟化环境下症状内在相关性特点,提出了一种新的基于症状内在相关性的虚拟网服务故障诊断算法SFDoIC(service fault diagnosis algorithm based on inherent correlation among symptoms).仿真实验结果表明,SFDoIC算法能够很好地解决底层网络透明性造成的虚拟网服务故障难以定位的问题.SFDoIC算法可以有效地降低诊断算法的误报率,显著缩短诊断算法的运行时间.展开更多
文摘In recent years, service failure and recovery strategies have generated considerable interest among both researchers and marketers. The Internet environment has transformed the concepts of service failure and recovery strategies from a dyadic customer-provider focus into a multidimensional web quality scope. In traditional encounters, the research spectrum of service failure and recovery strategies is very much developed from a customer service approach and the responsibility of recovery has been traditionally assumed to be something that is assigned to the marketer. Studies pay little or no attention to the multidimensional nature of service failures contingent to recovery strategies in developing countries. To date, empirical studies have focused on service failures and recovery strategies in developed countries. This paper aims to provide some insights on the need for a context-specific development of recovery programmes and strategies suitable for developing countries.
文摘As the society matures, customer requirements have become more varied. Services have been attracting increasing attention from industry and academic field as an effective mean to satisfy such varied customer requirements. In order to make a profit, it is important for companies to build and maintain long-term relationships with customers. Therefore, service providers should maintain their service quality and always satisfy their customers. To realize highly reliable product or services, in general, it is an effective approach to prevent failures from occurring in the use phase. Therefore, it is necessary that analysts identify the factors that could cause service failure and take appropriate measures against the target failure factor in advance. However, service failure factors are varied compared to physical products because service failures occur due to uncertainty elements such as human factors. In this study, we aim to enable service analysts to identify the critical failure factor from a number of failure factors. To achieve this, we identify complex failure factors and relationships among them from the viewpoint of the field where the service provided. This paper proposes a method for structuring the causal sequence between service failure factors by using a method of system modeling.
文摘网络虚拟化环境下,底层网络的透明性造成虚拟网提供商不能诊断所有的虚拟网服务故障.为解决此问题,提出了基于映射关系的虚拟网服务故障传播模型.针对故障传播模型中故障集与症状集较大、网络环境动态和噪声大而导致的已有诊断算法误报率高、时间复杂度高的问题,基于网络虚拟化环境下症状内在相关性特点,提出了一种新的基于症状内在相关性的虚拟网服务故障诊断算法SFDoIC(service fault diagnosis algorithm based on inherent correlation among symptoms).仿真实验结果表明,SFDoIC算法能够很好地解决底层网络透明性造成的虚拟网服务故障难以定位的问题.SFDoIC算法可以有效地降低诊断算法的误报率,显著缩短诊断算法的运行时间.
