Instrumentation and measurement of multi-channel services systems
Vincent Chevrin, José Rouillard · International Journal of Internet and Enterprise Management · 2008
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?".