Chapter 14. The Other Stuff

  1. William C. Hardy

Published Online: 18 APR 2002

DOI: 10.1002/0470845910.ch14

QoS: Measurement and Evaluation of Telecommunications Quality of Service

QoS: Measurement and Evaluation of Telecommunications Quality of Service

How to Cite

Hardy, W. C. (2002) The Other Stuff, in QoS: Measurement and Evaluation of Telecommunications Quality of Service, John Wiley & Sons, Ltd, Chichester, UK. doi: 10.1002/0470845910.ch14

Author Information

  1. WorldCom, USA

Publication History

  1. Published Online: 18 APR 2002
  2. Published Print: 1 JUN 2001

ISBN Information

Print ISBN: 9780471499572

Online ISBN: 9780470845912

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Keywords:

  • assessed QoS;
  • billing;
  • customer service;
  • economy of service;
  • MTBF;
  • perceived QoS;
  • provisioning;
  • service level agreement;
  • SLA

Summary

Describes the users' experiences that shape assessed, as opposed to perceived, QoS. Outlines qualitative criteria for determining whether experiences with provider provisioning, customer service, and billing and collections can be expected to foster customer satisfaction or drive customers to other services. Includes a critique of Service Level Agreements as a medium for fostering customer confidence and satisfaction and descriptions of measures and quantifiers for assessing possible trade-offs between quality and economy of service.