Models of dynamic relations among service activities, system state and service quality on computer and network systems
Nong Ye, Steve Yau, Dazhi Huang, Mustafa Gökçe Baydoğan, Billibaldo Martinez Aranda, Auttawut Roontiva, Patrick Hurley · Information Knowledge Systems Management · 2010
Service quality on computer and network systems has become increasingly important as many conventional service transactions are moved online. Service quality of computer and network services can be measured by the performance of the service process i