Dynamic Management of Business Service Quality in Collaborative Commerce Systems
Bob Roberts, Adomas Svirskas · Kluwer Academic Publishers eBooks · 2006
The importance of e-business services quality continues to increase, as the use of e-commerce to support business activities becomes a routine practice for many enterprises. Companies need robust, predictable and efficient services that they can rely upon. This paper explores ways of how e-business quality can be established, monitored, reported and managed. A review of the literature considers the work recently undertaken in both business-level quality of service (QoS) and the QoS issues at the infrastructure level, as well as the relationship between these two areas. From a practical research perspective, the work within the framework of the EU-funded LAURA project is presented. The key goal of this project is to facilitate interregional zones of adaptive electronic commerce using the potential of the ebXML architecture. A Dynamic QoS Management framework is proposed to inform the implementation of QoS and SLA concepts within the LAURA project.