In the era of experience economy, how best to deliver memorable and exciting customer experiences has become a key issue for service providers, and customers can involve themselves in service experience delivery by actively deciding appropriate services rather than passively accepting existing ones. However, service providers frequently consider profit and cost first despite knowing that high-q...

Cloud computing is an Internet-based computing model. This model enables access to resources and services on demand. Cloud computing users have applications with different Quality of Service requirements. On the other hand, there are different cloud service providers offering services with different qualitative characteristics. Determining the best cloud computing service for a specific applica...

Background The Community Mine Continuation Agreement Middle (CMCA) and South Fly Health Program (the Health Program) is a partnership for improving health service delivery in remote Papua New Guinea (PNG). The Health Program is delivered by a private contractor working in partnership with existing health service providers to improve service delivery using existing government systems, where poss...

IT-service providers shall achieve both cost reduction in IT-operations and customer individuality in service agreements. This article suggests applying the well known principle of mass customization to balance individuality and standardization in service agreements. Dependent on the commitment modularity type, its employment may not only save time and resources at the point of customer involve...

In the 21 st century, the new economy is becoming increasingly customer centric. Customer retention is considered one of the main relationship marketing concepts concerned with developing and maintaining a long-term customer-firm relationship. The importance of customer retention has increased since a majority of firms started to suffer a noticeable loss of customers, along with the complexity ...

The high barriers to entry in the former elite telecom industry have been torn down, leaving a brutally competitive market, where over-the-top (OTT) providers like Vonage, Skype, Netflix and others, with no desire to own a network, provide offerings that ride on top of CSP networks.

Renting software applications from an application service provider is generally assumed to provide significant overall cost savings. Whether these savings benefit the customer or provide high profit margins for the provider is a priori not clear. Lock-in of customers might reduce competition and enable the service provider to charge premium prices. We investigate in this paper the strength of l...

The Session Initiation Protocol (SIP) is used for managing multimedia sessions in the Internet. As an emerging standard gaining more and more acceptance within the IT community, SIP will probably be the target of spammers. We propose, in this paper, a reputation-based mechanism that builds trust between users within a SIP community and prevents spammers to carry out attacks. Our technique uses ...

This paper presents our Interactive Grid architecture for Application Service Providers (I-GASP). We envision IGASP as a solution for making computers available primarily for interactive use in a grid computing environment. A user might access such a computer for running diverse applications such as graphics rendering, scientific visualization or mechanical CAD. I-GASP consists of a grid middle...

One of the important debates in service-oriented architecture is the competitive conditions in the side of service provider and service consumer. In service-oriented architecture environment, different service consumers are trying to obtain their required service for which they compete with other service applicants. On the other hand different service providers are competing with each other to ...