Title: Instrumentation and measurement of multi-channel services systems
Authors: Vincent Chevrin, Jose Rouillard
Addresses: Laboratoire LIFL – Universite des Sciences et Technologies de Lille – 59655 Villeneuve d'Ascq cedex, France. ' Laboratoire LIFL – Universite des Sciences et Technologies de Lille – 59655 Villeneuve d'Ascq cedex, France
Abstract: This paper focuses on the mediation between Interactive e-Services (IeS) and channels used during human-organisation interactions. This mediation consists in a succession of service adaptations, changing from an abstract structure to a concrete one. Our contribution is mainly devoted to aspects concerning the Quality of Service (QoS), particularly about instrumentation and measurement issues, and it provides clues to answer the question ||How can multi channel services be adequately monitored and controlled?||.
Keywords: multi-channel services; context-sensitive; pervasive computing; quality of service; QoS; instrumentation; measurement; e-services; online services; electronic services; interactive services; service adaptations.
International Journal of Internet and Enterprise Management, 2008 Vol.5 No.4, pp.333 - 352
Published online: 26 Aug 2008 *Full-text access for editors Access for subscribers Purchase this article Comment on this article