The increasing use of online channels for service delivery raises new challenges in service failure prevention. This work-in-progress paper reports on the first phase of an action-design research project to develop a service failure prevention methodology. In this paper we review the literature on online services, failure prevention and failure recovery and develop a theoretical framework for o...

Service failures are common. Consequently, firms must be prepared to recover and learn from service failures. Yet, the majority of customers are still dissatisfied with the way firms resolve their complaints. This is quite remarkable for several reasons. First, successful service recovery can turn angry, frustrated customers into loyal customers. Second, it costs more to recruit a new customer ...

Cloud computing is pervasive, but cloud service outages still take place. One might say that the computing forecast for tomorrow is “cloudy with a chance of failure.” One main reason why major outages still occur is that there are many unknown large-scale failure scenarios in which recovery might fail. We propose a new type of cloud service, Failure as a Service (FaaS), which allows cloud servi...

FaDe service is a novel proposal of failure detection service based on the REST paradigm for the SOA environment. Modularity of architecture allows to build generic service that can be further optimized. FaDe service is fully distributed and provide two communication protocols (gossip, Kademlia) that allow FaDe nodes to cooperate e ciently and make FaDe very scalable. Failure monitoring is base...

The paper will provide a summary of all lifelines performance in this strong earthquake. The paper will discuss the damage, emergency response, and recovery of electric power, telecommunication, transportation (roads and bridges), seaports, airports, water and wastewater, and their facilities. The impact as a result of the lifelines service interruption will be discussed; most important is the ...