Expectations for Assessment of Services Quality

被引：0
|
作者：
Letia, Ioan Alfred [1 ]
Marginean, Anca Nicoleta [1 ]
机构：
[1] Tech Univ Cluj Napoca, Cluj Napoca 400391, Romania
来源：
12TH INTERNATIONAL SYMPOSIUM ON SYMBOLIC AND NUMERIC ALGORITHMS FOR SCIENTIFIC COMPUTING (SYNASC 2010) | 2011年
关键词：
D O I：
10.1109/SYNASC.2010.30
中图分类号：
TP301 [理论、方法];
学科分类号：
081202 ;
摘要：
The difference between what is expected from a service and what is perceived as a response underlies the estimation of the quality of that service. We propose a mechanism for the assessment of the service quality built on Dolce based expectations. Its components range from expectations creation according to the service description to monitoring of the expectations fullfillment according to the service enactment.
引用
收藏
页码：553 / 556
页数：4
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