Abstract
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.
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Roberts, B., Svirskas, A. (2004). Dynamic Management of Business Service Quality in Collaborative Commerce Systems. In: Mendes, M.J., Suomi, R., Passos, C. (eds) Digital Communities in a Networked Society. IFIP International Federation for Information Processing, vol 139. Springer, Boston, MA. https://doi.org/10.1007/1-4020-7907-9_8
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DOI: https://doi.org/10.1007/1-4020-7907-9_8
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