present article focuses on service failure and recovery in the online shops in iran. the article investigates interaction between service failure and online shops readiness for service recovery and resulting impact on customer reaction. the data was collected by an e-questionnaire from 615 iranian online shoppers. the findings suggest, although many online shops are severely breaching few funda...

quality of service (qos) is an important issue in the design and management of web service composition. qos in web services consists of various non-functional factors, such as execution cost, execution time, availability, successful execution rate, and security. in recent years, the number of available web services has proliferated, and then offered the same services increasingly. the same web ...

service oriented enterprises (soes) are subject to constant change and variation. in this paper, the changes are considered from an economic perspective based on service culture notion. once a change is implemented, the costs of some member services may increase, whereas the costs of some other services may reduce. we construct a game theoretic model trying to capture the possible conflicting i...

service oriented architecture (soa) technology enables composition of large and complex computational units out of the available atomic services. implementation of soa brings about challenges which include service discovery, service interaction, service composition, robustness, quality of service, security, etc. these challenges are mainly due to the dynamic nature of soa. soamay often need to ...

the accomplished researches show that in order to have better external service quality, the organizations need to have personnel (internal customers) responsibility to the objectives and visions of the organization and possess customer-oriented behaviors, and proper internal service (the satisfaction of departments with one another). in these times, after the consideration of internal marketing...

a two server queueing system with single and batch service is considered in this paper. the arrival process is assumed to be poisson and the service rate follows an exponential distribution. server-i serves the customers in both single and batch service, while server-ii serves the customers in batch service only. the laplace transform of the transient and steady state behavior of the model is c...

nowadays, with increasing service industries, service marketing and service quality have become an important challenge to organizations. the attempts of organizations in this situation are witnesses to this matter. in the past years, the organizations tried to reach service quality appropriation and satisfaction of self-external customers by concepts and approaches of external marketing. one of...

civil liability in electronic communications is one the most important issues of information and communications technology (ict) law. civil liability may be arisen from different causes such as copyright and trade mark infringement invasion of privacy and defamation. when discussing civil liability, two different civil liability systems may be considered: direct and indirect civil liability. in...

in this paper an attempt has been made to show how information technology (it) is used as a strategic tool to meet competitive advantages and how it is rapidly becoming a necessary ingredient for achieving quality within the service industry. an in-depth review of information requirements for service sectors has been made and the possible relationships between it and typology of service organiz...