ABSTRACT Compositional Quality of Service Semantics

Beginningl In this paper, we focus on the need forl This paper proceeds as follow.l The structure of the paper is as follows.l In this paper, we shall first briefly introduce fuzzy sets and related conceptsl To begin with we will provide a brief background on theIntroductionl This will be followed by a description of the fuzzy nature of the problem and a detailed presentation of how the required membership functions are defined.l Details on xx and xx are discussed in later sections.l In the next section, after a statement of the basic problem, various situations involving possibility knowledge are investigated: first, an entirely possibility model is proposed; then the cases of a fuzzy service time with stochastic arrivals and non‑fuzzy service rule is studied; lastly, fuzzy service rule are considered. Reviewl This review is followed by an introduction.l A brief summary of some of the relevant concepts in xxx and xxx is presented in Section 2.l In the next section a brief view of the .... is given.l In the next section, a short review of ... is given with special regard to ...l Section 2 reviews relevant research related to xx.l Section 1.1 briefly surveys the motivation for a methodology of action, while 1.2 looks at the difficulties posed by the complexity of systems and outlines the need for development of possibility methods.Bodyl Section 1 defines the notion of robustness, and argues for its importance.l Section 1 devoted to the basic aspects of the FLC decision‑making logic.l Section 2 gives the background of the problem which includes xxxl Section 2 discusses some problems with and approaches to, natural language understanding.l Section 2 explains how flexibility which often ... can be expressed in terms of fuzzy time‑windowl Section 3 discusses the aspects of fuzzy set theory that are used in the ...l Section 3 describes the system itself in a general way, including the ..and also discusses how to evaluate system performance.l Section 3 describes a new measure of xx.l Section 3 demonstrates the use of fuzzy possibility theory in the analysis of xx. l Section 3 is a fine description of fuzzy formulation of human decision.l Section 3, is developed to the modeling and processing of fuzzy decision rulesl The main idea of the FLC is described in Section 3 while Section 4 describes the xx strategies.l Section 3 and 4 show experimental studies for verifying the proposed model. l Section 4 discusses a previous fuzzy set‑based approach to cost variance investigation.l Section 4 gives a specific example of xxx.l Section 4 is the experimental study to make a fuzzy model of memory process. l Section 4 contains a discussion of the implication of the results of Section 2 and 3.l Section 4 applies this fuzzy measure to the analysis of xx and illustrate its use on experimental data.l Section 5 presents the primary results of the paper: a fuzzy set model ..l Section 5 contains some conclusions plus some ideas for further work.l Section 6 illustrate the model with an example.l Various ways of fuzzification and the reasons for their choice are discussed very briefly in Section 2.l In Section 2 are presented the block diagram expression of a whole modelof human DM systeml In Section 2 we shall list a collection of basic assumptions which a ... scheme must satisfy.l In Section 2 of this paper, we present representation and uniqueness theorems for the fundamental measurement of fuzziness when the domain of discourse is order‑dense.l In Section 3, we describe the preliminary results of an empirical study currently in progress to verify the measurement model and to construct membership functions.l In Section 5 is analyzed the inference process through the two kinds of inference experiments...This Sectionl In this section, the characteristics and environment under which MRP is designed are described.l We will provide in this section basic terminologies and notations whichare necessary for the understanding of subsequent results.Next Sectionl The next section describes the mathematics that goes into the computer implementation of such fuzzy logic statements.l However, it is cumbersome for this purpose and in practical applications the formulae were rearranged and simplified as discussed in the next section.l The three components will be described in the next two section, and an example of xx analysis of a computer information system will then illustrate their use.l We can interpret the results of Experiments I and II as in the following sections.l The next section summarizes the method in a from that is useful for arguments based on xxSummaryl This paper concludes with a discussion of future research consideration in section 5.l Section 5 summarizes the results of this investigation.l Section 5 gives the conclusions and future directions of research.l Section 7 provides a summary and a discussion of some extensions of the paper.l Finally, conclusions and future work are summarizedl The basic questions posed above are then discussed and conclusions are drawn. l Section 7 is the conclusion of the paper.Chapter 0. Abstractl A basic problem in the design of xx is presented by the choice of a xx rate for the measurement of experimental variables.l This paper examines a new measure of xx in xx based on fuzzy mathematics which overcomes the difficulties found in other xx measures.l This paper describes a system for the analysis of the xx.l The method involves the construction of xx from fuzzy relations.l The procedure is useful in analyzing how groups reach a decision.l The technique used is to employ a newly developed and versatile xx algorithms.l The usefulness of xx is also considered.l A brief methodology used in xx is discussed.l The analysis is useful in xx and xx problem.l A model is developed for a xx analysis using fuzzy matrices.l Algorithms to combine these estimates and produce a xx are presented and justified.l The use of the method is discussed and an example is given.l Results of an experimental applications of this xx analysis procedure are given to illustrate the proposed technique.l This paper analyses problems inl This paper outlines the functions carried out by ...l This paper includes an illustration of the ...l This paper provides an overview and information useful for approachingl Emphasis is placed on the construction of a criterion function by which the xx in achieving a hierarchical system of objectives are evaluated.l The main emphasis is placed on the problem of xxl Our proposed model is verified through experimental study.l The experimental results reveal interesting examples of fuzzy phases of : xx,xxl The compatibility of a project in terms of cost, and xx are likewise represented by linguistic variables.l A didactic example is included to illustrate the computational procedure Chapter 1. IntroductionTimel Over the course of the past 30 years, .. has emerged form intuitivel Technological revolutions have recently hit the industrial worldl The advent of ... systems for has had a significant impact on thel The development of ... is exploredl During the past decade, the theory of fuzzy sets has developed in a variety of directions,l The concept of xx was investigated quite intensively in recent yearsl There has been a turning point in ... methodology in accordance with the advent of ...l A major concern in ... today is to continue to improve...l A xx is a latecomer in the part representation arena.l At the time of this writing, there is still no standard way of xxl Although a lot of effort is being spent on improving these weaknesses, the efficient and effective method has yet to be developed.l The pioneer work can be traced to xx [1965].l To date, none of the methods developed is perfect and all are far from ready to be used in commercial systems.Objective / Goal / Purposel The purpose of the inference engine can be outlined as follows:l The ultimate goal of the xx system is to allow the non‑experts to utilize the existing knowledge in the area of manual handling of loads, and to provide intelligent, computer‑aided instruction for xxx.l The paper concerns the development of a xxl The scope of this research lies inl The main theme of the paper is the application of rule‑based decision making.l These objectives are to be met with such thoroughness and confidence as to permit ...l The objectives of the ... operations study are as follows:l The primary purpose/consideration/objective ofl The ultimate goal of this concept is to providel The main objective of such a ... system is tol The aim of this paper is to provide methods to construct such probability distribution.l In order to achieve these objectives, an xx must meet the following requirements:l In order to take advantage of their similarityl more research is still required before final goal of ... can be completedl In this trial, the objective is to generate...l for the sake of concentrating on ... research issuesl A major goal of this report is to extend the utilization of a recently developed procedure for the xx.l For an illustrative purpose, four well‑known OR problems are studied in presence of fuzzy data: xx.l A major thrust of the paper is to discuss approaches and strategies for structuring ..methodsl This illustration points out the need to specifyl The ultimate goal is both descriptive and prescriptive.l Chapter 2. Literature Reviewl A wealth of information is to be found in the statistics literature, for example, regarding xxl A considerable amount of research has been done .. during the last decadel A great number of studies report on the treatment of uncertainties associated with xx.l There is considerable amount of literature on planningl However, these studies do not provide much attention to undertainty in xx.l Since then, the subject has been extensively explored and it is still under investigation as well in methodological aspects as in concrete applications.l Many research studies have been carried out on this topic.l Problem of xx draw recently more and more attention of system analysis.l Attempts to resolve this dilemma have resulted in the development ofl Many complex processes unfortunately, do not yield to this design procedure and have, therefore, not yet been automated.l Most of the methods developed so far are deterministic and /or probabilistic in nature.l The central issue in all these studies is tol The problem of xx has been studied by other investigators, however, these studies have been based upon classical statistical approaches.l Applied ... techniques tol Characterized the ... system asl Developed an algorithm tol Developed a system called ... whichl Uses an iterative algorithm to deducel Emphasized the need tol Identifies six key issues surrounding high technologyl A comprehensive study of the .. has been undertakenl Much work has been reported recently in these filedl Proposedl Presentedl State thatl Point out that the problem ofl Describedl Illustratedl Indicatedl Has shown / showedl Addressl Highlightsl A study on ...was done / developed by []l Previous work, such as [] and [], deal only withl The approach taken by [] isl The system developed by [] consistsl A paper relevant to this research was published by []l []'s model requires consideration of ..l []' model draws attention to evolution in human developmentl []'s model focuses on...l Little research has been conducted in applying ... tol The published information that is relevant to this research...l This study further shows thatl Their work is based on the principle ofl More history of ... can be found in xx et al. [1979].l Studies have been completed to establishedl The ...studies indicated thatl Though application of xx in the filed of xx has proliferated in recent years, effort in analyzing xx, especially xx, is lacking.Problem / Issue / Questionl Unfortunately, real-world engineering problems such as manufacturing planning do not fit well with this narrowly defined model. They tend to span broad activities and require consideration of multiple aspects.l Remedy / solve / alleviate these problemsl ... is a difficult problem, yet to be adequately resolvedl Two major problems have yet to be addressedl An unanswered questionl This problem in essence involves using x to obtain a solution.l An additional research issue to be tackled is ....l Some important issues in developing a ... system are discussedl The three prime issues can be summarized:l The situation leads to the problem of how to determine the ...l There have been many attempts tol It is expected to be serious barrier tol It offers a simple solution in a limited domain for a complex problem.l There are several ways to get around this problem.l As difficult as it seems to be, xx is by no means new.l The problem is to recognize xx from a design representation.l A xx problem can trace its roots to xx.l xx [1987] used a heuristic approach to simplify the complexity of the problem. l Several problems are associated with them.l Although some progress has been made in this area, at least two major obstacles must be overcome before a fully automated system can be realized.l Most problems in practice are complicatedl More problem surface here.l Hamper effort toward a xx systeml In order to overcome the limitations due to incomplete and imprecise xx knowledge, a xx program has been developed, which bases its knowledge upon the statistical analysis of a sample population of xxl The above difficulties are real challenges faced by researchers attempting to developl This type of mapping raises no controversy to the issue of membership function determination.l However, attempts to quantify the xx have met both theoretical and empirical problems.l It has become apparent that in order to apply this new methodological framework to real‑world problems and data, we have to pay attention to the problems of xx and xx.Chapter 3. Proposed methodologyAssumptionl In the case when the assumption of a xx seems to be too restrictive or inadequate, the formulation with Fuzzy termination time, i.e. given by a fuzzy set in the space of control stages, may be applied.l We assume here the fuzzy constraints to be state‑dependent, and the fuzzy goal to be the same for all the control states, xx, which stems from the problem's nature.l An approach to the solution of this problem is presented under the assumption that the sampling rate Decision can be made prior to the execution of the experiment, as opposed to being made while the experiment is in progress.l Another assumption made above is that there are precise odds at which the expert is indifferent.l Main simplifying assumptions are:l This, in our view, is a questionable assumption.Outline / Structure / Modulel An outline of the researchl Information is incorporated within the schemel Is built into ... structurel A nice modular structure.l The principles of ... are applied as modularized criteriaClassificationl A xx system comprises three main components:l Must decompose the original .. into a set of ..l Consists of the following steps:l This is summarized in the following steps:l Can be broadly classified into the following areas:l Can be characterized by its function of effectively processing thel Can allow further breadth of application of ...into morel The following steps should be followedl xx can be classified by a different ways.l Based on the xx, one may classify xx into the following:l This catalog may change due to wear, breakage, and purchasing.Systeml Unlike many conventional program, expert systems do not usually deal with problem for which there is clearly a right or wrong answer.l The system consists of both ... and ...l The system has a hierarchical modular architecture organized on three levels. l expert system domains are area of expertisel To develop a xx system for xx, the following factors must be considered:l The system has been developed / designed to determinel The system has proven to be able tol The domain in which an expert system operates is a particular domainl The system comprises a ... withl The system is [feature-oriented ] / based on the ... techniquel The system environment must be relatively stablel The system is utilized to generate, load, store, update and retrieve ...l The development of a xx system has two stages: xx stage and xx stage.l The most essential part of .. system is the ...l The successful developments in ESs have made them an important tool in the development ofl An automated system was developed forl In this case, the system can be considered to be generative.l An interactive automatic ... systeml A .. is commonly thought of as a truly integrated .. systeml Should be capable of being generated from a ... systeml xx is an important part of the integrated system.l The model consists of four rule bases, each of which addresses a separate problem in the hierarchy of scheduling decision.l The rule bases are linked to each other in a chin‑like manner in the sense that the consequent of one rule base constitutes a part of the antecedent of the next rule base.l The rule base consists of all possible combinations of the linguistic terms associated with the linguistic variable of the antecedent of a rule.Computer Systeml The system has been implemented using Prolog language in an MS‑DOS environment. Prolog was chosen because it offers a well known and flexible environment in which fuzzy reasoning may be easily implemented.l The current version of the xx program when compiled with WATFOR77 result s in an executable code of about 270K bytes. Typical run time, when run on aXX computer (an IBM compatible machine) operating at 4.77 Mhz with 640K RAM, ranges from 10 min to 2h, depending on the size (or complexity) of the problem.l Time consuming procedures have been implemented in C‑language and directly linked to the Prolog environment.l The xx process, once the xx's data has been entered, requires approximately 180 seconds.l It should be noted that the computation was done with a 20 Hhz, 80386&#8 209;based microcomputer equipped with a 80387 math co‑processor.l The computer programs used for the analyses, one based on the xx method and the other based on the new method, were written in FORTRAN with a compiler that supports the math co‑processor.l Lisp, Prolog give maximum flexibility but also maximizes development time. l Internal representation is the way a model is represented in the computer.l An interactive menu-driven procedure is used in this studyl Shell can be develop very fast at the cost of time fairly severe limitations.l While there is no measurable saving of time for the case involving five criteria, the saving is dramatic for the case involving 10 criteria -- the computation time reduces from 10 hr 40 min to about 1 min.l This combination is being implemented in an objected‑oriented programming environment (Smalltalk‑80 system) to solve problems encountered in construction xxx.Method / Approach / Study / Process Model / Equation /Algorithm / Rule / Formula / Techniquel A discussion is presented of a problem-solving systeml To improve the efficiency of the method, the following approach may be applied.l In order to an investigation was made to find the causes of thel Although large collections of rules and equations have been complied, none are generally acceptedl This approach will be explained and discussed thoroughly in the body of the report.l This can be accomplished byl This algorithm to compute the total cost can be described step by step as follows:l The above preliminary analysis has provided important informationl Various methods have been proposed for selecting an optimum...l These concepts have been applied tol On the basis of the concept mentioned above,l This can be achieved byl This fact suggests that a new conceptl This was accomplished by taking ...l The preparatory stage is very time consuming process.l Test are performed for validity, completeness, and compatibilityl There is little hope of achieving successful ...l There has been an increasing awareness of the potential of using most ..so far made have not taken this approach, with the exception ofl Only a few studies can be found.l It is a very tedious process to go throughl It is only when .. has been completed that .. may be effectedl The entire interpretation process is conducted in one's head.l These approaches are sometimes very tedious.l Several techniques can be usedl A polynomial parametric model can be written as [the following]/[follows]:l A xx model is constructed/formulated using xx.l A xx model represents an xx by its xx.l A process decision model captures the logic essential tol From the equation above, xx is equal to the summation of xx times the ...l The validity of a xx model can be checked using Euler's formula.l Given a model, one can mathematically determine whether ... or ...l Equations for xx need to be derived and implemented in the system.l A number of heuristic rules have been developed forl Optimum .. techniques can be made more reliable by ... so thatl An algorithm based on the characteristic ... is used to determinel Euler's formula states the following:l The completed model should agree with the formula.l For manufacturing purposes, a detailed and precise model of the object is necessaryl Engineering design models are very well defined; therefore,l To keep the domain narrow enough to be implementable, yet wide enough to be useful.Point of Viewl from an implementation standpoint,l From the point of view of this application,l From this point of view, Zadeh suggested an inference rule named xxx (CRI for short).l Information is the meaningful interpretation and correlation of some aggregation of data in order to allow one to make decisions.l From a practical point of view, the computational aspects of an FLC require a simplification of the fuzzy control algorithm.l The use of a hammer to insert screws, although partly effective, tends to distort, destroy, and generally defeat the purpose of using a screw [Kusiak AI Implications for CIM p.129]Justificationl We choose the so called xx in our experiment because it has received wide acceptance and canl Prolog was chosen because it offers a well known and flexible environment in which fuzzy reasoning may be easily implemented.l The rationale behind this is that it can be much easier for an estimator to rate a cost as high than to attempt to place a dollar value on the estimate.l This strategy has been widely used in fuzzy control applications since it is natural and easy to implement.l A function definition expresses the membership function of a fuzzy set in a functional form, typically a bell‑shaped function, etc. Such functions are used in FLC because they lead themselves to manipulation through the use of fuzzy arithmetic.l It should be noted that in our daily life most of the information on which our decisions are based is linguistic rather than numerical in nature. Seen in this perspective, fuzzy control rules provide a natural framework for the characterization of human behavior and decisions analysis.l Many experts have found that fuzzy control rules provide a convenient way to express their domain knowledge. This explains why most FLCs are based on the knowledge and experience which are expressed in the language of fuzzy "if‑the" rule.Chapter 4. ExamplesExample/ Datal The data used in the following example was taken from an experiment in which xx was measured between x and x using a xx technique.l The data consists of over xx measurements.l An example of xx is discussed and the control rules of xx are compared with a xxl Examples of complex processes to which this technique may be applied are xx, xx, etc.l The following example is constructed only for the purpose of illustrating the computational procedure discussed.l This example clearly demonstrates that the profile of an individual xx, or a very small group of xx, with no enough data to be studied statistically, can be meaningfully analyzed by fuzzy possibilistic methods.l There is no space here to go into detail on all these methods, but deserve a mention and the bibliography will point to detailed references for those wishing this level of detail.l Note that the golf ball spotting example is used throughout the paper. Comparisonsl As well, the pros and cons of these representations from a process planning point of view will be discussed.l The method of using xx to implement xx described by Zadeh (1973) appeared more suitablel As discussed [in the previous section]/[preciously],Relationl We can not invert F' directly because it defines a many-to-one mapping.l The relationships appear very complicatel Lifting tasks involve complex and imprecise relationship between the task variables and the human operator's characteristics.l These methods are based on the relationship between ... and ...l The fundamental concept of a fuzzy rating language is that we can establish a relationship among terms such as high, medium, and low, and then modify these relationships.l This article will thus mention the latter as well as the former.l The former two bear a close relation to a fuzzy Cartesian product. Importancel The emphasis is on an implementation of a general approach to rule based decision making.Consideration / Attentionl Careful evaluation is necessary to ensurel Such a formulation does not change further considerations.l Considerable attention has been paid tol Attention should be paid to an important finding of this investigation.l Caution should be exercised in this process to avoid ...l Primary consideration is given to ... components, though others can be accommodatedl After ... has been defined by ..., a carefully analysis is carried out/performed to determinel A number of factors such as ...need to be taken into consideration before making the appropriate decision.l It should be noted thatl It is important to point out that ...l These considerations have heightened interest in the possibility of providing ... l We should stress the fundamental importance of the xxChapter 5. Results.Advantages / Disadvantagel One of the major advantages of this new measure of xx is that it can be applied to the experimental study ofl One advantage of using a .. is the ease of preparing it.l The xx system is versatilel It has a very fast decision making processl All the algorithms involve mostly logical operations.l It can be easily and without additional cost implemented in a microprocessor‑based environment.l It can reduce the waste of designing from scratch.l The advantages of using a xx to represent xx are the following:l However, xx is not without its shortcomings.l In most cases, the xxx shows an improvement over the existing xxx.l Compared to the existing xx, the impacts of the xx are generally reduced by 5% to 9%.l The "best case" results shows a savings of 6% to 9%.l Most of the existing works based on xx approach can only recognize a xx .l Most of the above methods are computational expansive and limited to xx.l Some other advantages of xx are the following:l The problem is the limitation of this method to a limited domain of parts.l It proved limited in application because it demanded precision in system modeling that was impossible in practice.l There are advantages to be gained in the structuring of costs and benefits, the use of xx,l The disadvantages of this method are also disadvantages of conventional xx approaches.l This combines the best features of both techniquesl Hopefully, this tool can be as the reference framework of for developing a xx platform, and helping the administration, marketing, and knowledge management activities in virtual communities.Resultsl An improvement on the result shown above can be made by based on the data providedl Discussion of these theories is beyond the scope of this reviewl Based on the information contained in thisl The result can be categorized into nine classesl The results are illustrated by an examplel The experimental results for each xx time are reported in Table 2.l From the results obtained so far, it seem thatl Because of the inaccuracy of the ..., a conclusion cannot be drawn asl Although much effort has been made to., this reality is far from completion.l The results indicate that the total benefits are higher than the total costs.。

2018年1月Journal on Communications January 2018 第39卷第1期通信学报V ol.39No.1基于强化学习的服务链映射算法魏亮，黄韬，张娇，王泽南，刘江，刘韵洁（北京邮电大学网络与交换技术国家重点实验室，北京 100876）摘要：提出基于人工智能技术的多智能体服务链资源调度架构，设计一种基于强化学习的服务链映射算法。

通过Q-learning的机制，根据系统状态、执行部署动作后的奖惩反馈来决定服务链中各虚拟网元的部署位置。

实验结果表明，与经典算法相比，该算法有效降低了业务的平均传输延时，提升了系统的负载均衡情况。

关键词：网络功能虚拟化；人工智能；服务链；强化学习中图分类号：TP302文献标识码：Adoi: 10.11959/j.issn.1000-436x.2018002Service chain mapping algorithm based onreinforcement learningWEI Liang, HUANG Tao, ZHANG Jiao, WANG Zenan, LIU Jiang, LIU Yunjie State Key Laboratory of Networking and Switching Technology, Beijing University of Posts and Telecommunications, Beijing 100876, ChinaAbstract: A service chain resource scheduling architecture of multi-agent based on artificial intelligence technology was proposed. Meanwhile, a service chain mapping algorithm based on reinforcement learning was designed. Through the Q-learning mechanism, the location of each virtual network element in the service chain was determined according to the system status and the reward and punishment feedback after the deployment. The experimental results show that com-pared with the classical algorithms, the algorithm effectively reduces the average transmission delay of the service and improves the load balance of the system.Key words: network function virtualization, artificial intelligence, service chain, reinforcement learning1引言网络功能虚拟化[1]（NFV, network function virtualization）是未来网络领域的重要研究方向。

餐饮服务质量英文综述作文The quality of dining service is crucial for customer satisfaction. It includes various aspects such as food quality, presentation, cleanliness, and staff attitude. Customers expect a pleasant dining experience, and the service quality plays a significant role in meeting their expectations.When it comes to food quality, customers expect fresh and delicious dishes. The taste, texture, and aroma of the food should be top-notch. Customers also value the presentation of the dishes, as it adds to the overall dining experience. A visually appealing dish can enhance the perceived value of the meal.Cleanliness is another important aspect of dining service quality. Customers expect a clean and hygienic environment in the dining area, kitchen, and restrooms. A clean and well-maintained facility reflects positively on the overall impression of the restaurant.The attitude and behavior of the staff are crucial in determining the quality of dining service. Friendly, attentive, and knowledgeable staff can enhance the overall dining experience. Customers appreciate when the staff is accommodating and willing to cater to their needs.Efficiency and timeliness are also important factors in dining service quality. Customers expect their orders to be taken promptly and their food to be served in a reasonable amount of time. Slow service can lead to dissatisfaction and a negative impression of the restaurant.In conclusion, the quality of dining service encompasses various aspects such as food quality, presentation, cleanliness, staff attitude, and efficiency. Meeting customer expectations in these areas is essential for a positive dining experience and customer satisfaction.。

毕设附件外文文献翻译原文及译文(3500 字)原文Study of Service Quality Management in Hotel IndustryBorkar; SameerAbstractIt is an attempt to understand the role of quality improvement process in hospitality industry and effectiveness in making it sustainable business enterprise. It is a survey of the presently adopted quality management tools which are making the hotels operations better focused and reliable and meet the customer expectations. Descriptive research design is used to know the parameters of service quality management in hospitality industry. Exploratory research design is undertaken to dig out the service quality management practices and its effectiveness. Data analysis is done and presented; hypothesis is tested against the collected data. Since the industry continuously tries to improve upon their services to meet the levels of customer satisfaction; Study presents tools for continuous improvement process and how it benefits all the stake holders. It can be inferred from the study that the hotel implement continuous improvement process and quality management tools to remain competitive in the market. The study involves hotels of highly competitive market with limited number of respondents. This limits the study to hotel industry and has scope of including other hospitality service providers as well.Keywords: Customer Satisfaction, Perception, Performance Measurement, Continuous, Improvement Process.IntroductionIt has brought paradigm shifts in the operations of hospitality industry. The overall perspective of the industry is changed due to introduction of new techniques and methods of handling various processes. Awareness among the hoteliers and the guests has fuelled the inventions focused on operations. The increased sagacity of customer satisfaction led to the use of high standards of service in industry. The new service parameters made the hoteliers to implement quality management as an effective aid. It has significantly affected hotels' ability to control and adapt to changing environments. The use of new techniques began with the simple motive of sophistication and precise activities in the given field of operation which may result in high standards of service in global economy and has allowed the rise of a leisure class.Conceptual Framework This study of Service quality management in hospitality industry is an attempt to understand the presence of quality improvement process in hospitality industry and effectiveness in making it sustainable business enterprise. It is a survey of the presently adopted quality management tools which are making the hotels operations safer, focused and reliable and meet the customer expectations.As the hospitality industry becomes more competitive there is an obvious need to retain clientele as well as increasing profitability and hence management professionals strive to improve guest satisfaction and revenues. The management professionals whom are striving for these results however often have limited understanding of research surrounding the paradigms of guest satisfaction and loyalty and financial performance. This research paper shall enlighten some of the variables and important facts of service quality resulting into guest satisfaction.Review of LiteratureCustomers of hospitality often blame themselves when dissatisfied for their bad choice. Employees must be aware that dissatisfied customers may not complain and therefore the employees should seek out sources of dissatisfaction and resolve them. (Zeithaml V., 1981, p.186 -190)It is said that service quality is what differentiates hospitality sector, however there is not an agreed definition of what service quality is. There is however a few different suggestions of how to define service quality. Dividing it into technical, functional and image components; (Greenrooms C., 1982) another is that service quality is determined by its fitness for use by internal and external customers. It is accepted that service quality is depends upon guest's needs and expectations. A definition of service quality state that quality is simply conformance to specifications, which would mean that positive quality is when a product or service specific quality meet or exceed preset standards or promises. This however seems like an easy view within the hospitality industry. The alternative definitions read as follows: 1) quality is excellence; 2)quality is value for money; 3) quality is meeting or exceeding expectations. This appears better aligned with ideas which exist within hospitality management than the first mentioned simplistic approach. Service quality and value is rather difficult to calculate, companies must therefore rely on guest's quality perceptions and expectations to get consistent results which is best achieved by asking guest's questions related to expectations and their perceptions of the service quality, which can effectively be achieved through carefully designed surveys.A major problem with service quality is variability and limited capability and robustness of the service production process. (Gummesson E., 1991) Hotels consumers have well-conceived ideas about service quality and quality attributes are considered important for most types of services, the absence of certain attributes may lead consumers to perceive service quality as poor. The presence of these attributes may not substantially improve the perceived quality of the service. Most customers would be willing to trade some convenience for a price break, and that the behavior, skill level and performance of service employees are key determinants of perceived quality of services. This is a major challenge in improving or maintaining a high level of service quality. (Tigineh M. et al 1992)Studies focusing on service quality management suggest that service firms spend too little effort on planning for service quality. The resultant costs of poor service quality planning lead to lower profitability as part of the service failures. (Stuart F., et al 1996)When discussing satisfaction, it is important to understand that guest's evaluation of service comprise of two basic distinct dimensions:service delivery and service outcome (Mattila, 1999). Research indicates that how the service was delivered (perceived functional quality) is more important than the outcome of the service process (technical quality). This research clearly indicates that effort by staff have a strong effect on guest's satisfaction judgments.Companies delivering services must broaden their examination of productivity to help settle conflicts –the leverage synergies –between improving service quality and boosting service productivity. ( Parasuraman A. 2002)A key activity is to conduct regularly scheduled review of progress by quality council or working group and management must establish a system to identify areas for future improvement and to track performance with respect to internal and external customers. They must also track the changing preferences of customer. Continuous improvement means not only being satisfied with doing a good job or process. It is accomplished by incorporating process measurement and team problem solving an all work activities. Organization must continuously strive for excellence by reducing complexity, variation and out of control process. Plan-D-Study-Act (PDSA) developed by Shewhart and later on modified by Deming is an effective improvement technique. First Plan carefully, then carry out plan, study the results and check whether the plan worked exactly as intended and act on results by identifying what worked as planned and what didn't work. Continuous process improvement is the objective and these phases of PDSA are the framework to achieve those objectives. (Besterfield D. et al 2003)The 'servicescape' -is a general term to describe the physical surroundings ofa service environment (Reimer 2005, p. 786) such as a hotel or cruise ship. Guests are sometimes unconsciously trying to obtain as much information as possible through experiences to decrease information asymmetries This causes guests to look for quality signals or cues which would provide them with information about the service, which leads us to 'cue utilization theory'. Cue utilization theory states that products or services consist of several arrays of cues that serve as surrogate indicators of product or service quality. There are both intrinsic and extrinsic cues to help guests determine quality. Consequentially, due to the limited tangibility of services, guests are often left to accept the price of the experience and the physical appearance or environment of the hotel or cruise ship itself as quality indicators. Though there are many trade and academic papers discussing guest satisfaction has been published, one can note that limited attention has been paid to the value perception and expectations guests have towards product delivery and influence price guests pay for an experience has on satisfaction and future spending. Furthermore it is also known that the role of pricing in relation to guest determinants of perceived quality of services. This is a major challenge in improving or maintaining a high level of service quality. (Tigineh M. et al 1992) Studies focusing on service quality management suggest that service firms spend too little effort on planning for service quality.The resultant costs of poor service quality planning lead to lower profitability as part of the service failures. (Stuart F., et al 1996)When discussing satisfaction, it is important to understand that guest's evaluation of service comprise of two basicdistinct dimensions: service delivery and service outcome (Mattila, 1999). Research indicates that how the service was delivered (perceived functional quality) is more important than the outcome of the service process (technical quality). This research clearly indicates that effort by staff have a strong effect on guest's satisfaction judgments. Companies delivering services must broaden their examination of productivity to help settle conflicts –the leverage synergies –between improving service quality and boosting service productivity. ( Parasuraman A. 2002)Telephonic conversation with peers and friends in hospitality industry worked a wonder giving lots of inputs in drafting this paper. Secondary data sources- For this study, data sources such as hospitality journals, Books on service quality management, organization behavior, URL on internet of various hospitality majors. Referring hospitality publications were helpful in knowing the current inventions in industry.Research Tools: Descriptive research design is used to know the attributes of service quality management in hospitality industry. Exploratory research design is undertaken to dig out the service quality management practices and its effectiveness. Data analysis is done and presented in tables. The hypothesis is tested against the collected data.Hypotheses: The hypotheses framed for the subject areHypothesis 1: Implementing service quality management as a tool for improvement in Customer Satisfaction.Hypothesis 2: Practicing Continuous Improvement program has benefited hotel. Limitation & Scope of the Study: Though there was a specific questionnaire used for collecting information, the objective of the paper was well discussed with the every contributor and whatever the information was provided by these sources is arranged for further analysis. The analysis of the available data is done on the relevance to the topic. The effectiveness of the technology in conservation of resources was always a point of consideration. The data is sifted for making it as precise as possible.Analysis and DiscussionsThere is a significant relationship between service quality management and customer satisfaction. In hospitality industry, the customer satisfaction variables such as Availability, Access, Information, Time, delivery of service, availability of personal competence, Comfortable and safer atmosphere and pollution free environment are of prime concern to every hotelier. The industry continuously tries to improve upon their services to meet the levels of customer satisfaction.The intangible nature of the service as a product means that it could be very difficult to place quantifiable terms on the features that contribute to the quality and measurement of the quality of the product is a problem for Service quality management.The customer is frequently directly involved in the delivery of the service and as such introduces an unknown and unpredictable influence on the process. The customer variability in the process makes it difficult to determine the exactrequirements of the customer and what they regard as an acceptable standard of service.This problem is magnified as it is often judgmental, based on personal preferences or even mood, rather than on technical performance that can be measured. Every hotel has a target market to cater which has very specific requirement in terms of expected and perceived quality of service.The customers come with different perception of quality every time they come to hotel and this makes it quite difficult to define quality and set the level of it. It requires hotel to continuously compare their perception against customer perception in terms of satisfaction measurement with performance measurement. The study has shown that the effective tools which management of various hotels uses for continuous improvement process and how it is dissipated amongst all the stake holders.译文酒店业服务质量管理研究博卡;萨米尔摘要本文旨在研究酒店业中质量改进过程的作用以及如何有效地推动企业的可持续发展。

Towards a Quality of Service Aware Public Computing Utility Muthucumaru Maheswaran,Balasubramaneyam Maniymaran,Shah Asaduzzaman,and Arindam MitraMcGill UniversityMontreal,QC H3A2A7CanadaAbstractThis paper describes a design for a quality of service aware public computing utility(PCU).The goal of the PCU is to utilize the idle capacity of the shared public resources and augment the capacity with dedicated resources as nec-essary,to provide high quality of service to the clients at the least cost.Our PCU design combines peer-to-peer(P2P) and Grid computing ideas in a novel manner to construct a utility-based computing environment.In this paper,we present the overall architecture and describe two major components:a P2P overlay substrate for connecting the resources in a global network and a community-based de-centralized resource management system.1IntroductionComputing utilities(CUs)much like Grid computing[7] are based on the idea of constructing very large virtual sys-tems by pooling resources from a variety of sources.How-ever,unlike Grid computing,utility computing focuses on providing a utility like interface to the virtual pool similar to that provided by common public utilities such as elec-tricity or water.One of the defining feature of a utility is the commoditization of the resources that makes them provider-neutral and simplifies activities such as metering and billing.In a distributed computing system,commodi-tization means we categorize the computing resources into virtual resources that provide predefined sets of services. The benefits and challenges of a utility computing lie on efficiently realizing the commoditization process in dis-tributed computing systems.Typically,computing utilities are built using resources that are supplied by a single or few providers.These re-sources are installed for the exclusive use of the computing utility.This approach naturally limits the scalability and geographical scope of the computing utility.However,one of the advantages of this approach is that resource behavior is well managed resulting in predictable quality of service (QoS).Here,we consider an extended notion of computing utility called public computing utility(PCU)that opens up the membership to public resources much like the peer-to-peer(P2P)file sharing systems.This enables the PCU toleverage vast amounts of idle resources spread throughout the Internet.In addition to lowering the cost of participa-tion,the PCU prevents provider monopoly and creates a geographically distributed resource base that is capable of satisfying location specific resource requirements.This paper introduces a QoS aware PCU design called Galaxy.Delivering QoS while solely relying on public re-sources is hard to accomplish for the PCU because a public resource working for a client can defect from the PCU at any time.One way to compensate for this uncertainty is to employ redundant public resources.Another approach is to switch the client to dedicated resources once the public re-sources are determined to perform below the expected per-formance level.Our PCU design supplements the capacities harnessed from public resources with dedicated resources to meet the performance expectations of the clients.Section2introduces the overall architecture of Galaxy.The routing substrate of Galaxy called the resource address-able network(RAN)is discussed in Section3.The Galaxy resource management system(GRMS)is described in Sec-tion4.Section5briefly examines the services and appli-cations that can be supported by the Galaxy architecture, respectively.Other research works related to Galaxy are presented in Section6.2A Public Computing Utility Architecture The proposed architecture for the Galaxy PCU is shown in Figure1.The lowest layer of the architecture is the P2P overlay network called the resource addressable net-work(RAN).All the resources that participate in the PCU plug into the RAN.The RAN provides the resource naming, discovery,and access services to the PCU.The next upper layer is the Galaxy resource management system(GRMS).Similar to the RAN,the GRMS is also organized as a P2P overlay network of managerial entities called Resource Bro-kers(RBs).In the RAN,the peers are virtualized resources whereas in the GRMS the peers are RBs.The trust/incentive management is a collaborating module to the GRMS.It controls the behavior of resources,especially the public re-sources,in the system.The next upper layer is the Galaxy services.Although the architecture does not impose any re-striction on the organization of this layer,it could be orga-1nized as a P2P network.Example Galaxy services include application level QoS managers,shell interfaces,and net-work file systems.Security is a layer in this Galaxy mid-dleware that spans all the other layers in parallel to provide the system from malicious activities (external and internal to the system).G a l a x y M i d d l e w a r e Figure 1.The Galaxy Architecture.3Resource Addressable NetworkThe RAN is a decentralized,self-organizing overlay thatinterconnects all resources in Galaxy.When a resource joins the RAN,it is analyzed to obtain a description of the resource characteristics as a set of attribute-value tu-ples.This set is then profiled into a resource type which is used as its name.This profile-based naming differs from the generally used description-based naming [10]where the attribute-values are used uncompressed to “name”re-sources.Even though the description-based naming pro-vides flexibility in querying resources,it suffers from the overheads in managing databases of resource descriptions.On the other hand,profile-based naming labels the resource descriptions into unique names to avoid these overheads.However,labeling all the possible description can lead to an unmanageable name space.Therefore only the popular resource descriptions are considered for labeling.The nam-ing is such that the un-labeled descriptions are mapped onto closest matching labeled profiles.The concept of profile-based naming is supported by the argument that,in practical conditions,popularity of the resources are largely skewed towards a small number of resource descriptions.Profiling only these descriptions can satisfy a large portion of user queries while keeping the system overhead low.Thus,the profile-base naming trades-off the performance for reduced overhead.Once profiled,resources of the same types are collected into type rings (Figure 2).Rings are overlay structures cre-ated by at least two routing pointers in each node to its left and right neighbors.Type rings are connected by neighbor-hood rings .These rings are created as space-filling curves [11]that support a decentralized,scalable discovery mecha-nism that provides log n hop-complexity.The RAN routing tables are incrementally built and managed by each resource in the RAN.They are two layered,one for routing along the profile space to reach the required type ring and the other for routing along the type ring to reach the desired location.This location-based routing within the type rings provides a QoS-aware discovery substrate for the Galaxy.Figure 2.Ring arrangement of the RAN.4Galaxy Resource Management System4.1OverviewThe GRMS layer is composed of two sets of entities:(a)resource peers (RPs)and (b)resource brokers (RBs).RPs are GRMS layer representatives of the resources present in the Galaxy.The resources RPs represent can be individual resources,cluster of resources,virtual resources,or soft-ware entities.RPs are the mediators in the GRMS resource allocation:they launch resource requests on behalf of the entities they represent and regulate the resource acquisition requests received for the resources under their control.Ag-gregating multiple resources under an RP has number of ar-chitectural benefits:it matches the administrative domains present in real world and provides an easy way of handling trust levels and incentive shares (Section 4.2).The Resource Brokers (RBs)are the entities that coordi-nate most of the activities within the GRMS layer.Any RP can act also as an RB as long as it has sufficient reputation such that existing RBs accept the new one.RBs have their virtual representations in the RAN level,forming a separate RAN type ring of “RB type”.This enables the RBs to use the RAN’s scalable resource discovery mechanism to dis-cover resources and other RBs.Two major functionalities of the RBs are to search and allocate resources as requests emerge from RPs and to assign and revalidate trust levels and incentive shares of the RPs.Each RP chooses an RB (probably the closest)to send the resource requests.The RB uses the RAN discovery mechanism to discover the ap-propriate resources.The discovered resources tell the RB2who their RP(s)are.The RB then mediates with the desti-nation RPs to acquire the resources for the requesting RP. At the end of the resource utilization,the donor and client RPs report the performance during the utilization back to the RB and based on which the RB readjusts the incentive shares owned by the donor RPs.4.2Incentive ManagementThe core idea of the incentive management system is to make each client a share holder of the global utility by is-suing shares of well defined values.The number of shares held by each resource denotes a client’s eligibility to access the PCU’s services and is directly dependent on two pa-rameters:(i)capacity donated by the resource to the global utility and(ii)consistency of commitment of the resource towards the utility.The incentive is to perk the clients to consistently commit their capacities to the PCU.We use the notion of Ca pacity Sh ares(CASH)to mea-sure a client’s share amount.When a client joins the PCU system,it is profiled by the PCU and the maximum number of CASHs(maxCASH)the client is entitled to hold is de-termined.Thereafter,a client’s contributions are marked by assigning it a fraction of the maxCASH over some time peri-ods(called epochs).The resource should work for the PCU for certain number of epochs to accumulate its full quota of CASH.Once a client earns it full quota of CASH,it gets no more shares.But to ensure the consistency of commitment, the client is expected to remain connected with the PCU in a continuous manner.If the resource departs the PCU it loses half of the shares held by it.The RBs award the clients CASH using time-limited certificates and it is the re-sponsibility of the clients to renew their CASH certificates. At time of the renewal,a client client can present partici-pation certificates or signed work orders to establish to the RB that it has contributed capacity to the PCU since the time the CASH certificate was issued.The work orders are issued by the RBs when the client’s resource is allocated to another client in response to a resource request.More detailed descriptions for the CASH incentive mechanism is given in[2].4.3Quality of Service ManagementEven though other layers are QoS aware,the GRMS layer implements the“core”set functionalities to manage the QoS delivered by Galaxy.The big part of the Galaxy resource pool made up of publicly owned resources that are guided by incentives and reputation.But,it has been previously shown that it is hard to guarantee QoS with un-controlled public resources alone[8].Galaxy significantly improves the QoS guarantees by augmenting the public re-sources with a fully controlled and reliable pool of dedi-cated resources.We implement this idea in conjunction with the QoS guaranteed resource scheduling service provided by the RBs.An RB pre-allocates a pool of highly trustworthy re-sources and uses capacities from this pool as required to guarantee QoS for requests from client RPs.When an allo-cation is made by the RB to a client RP,an implicit service level agreement(SLA)is drawn between the client RP and the RB.The RB will reallocate the request from the client RP if it detects the SLA can be violated due to unreliable behavior from the provider RP that is engaged in the alloca-tion.After the reallocation,the client RP might be served by resources from the pre-allocated resource pool associated with the RB.The RB wants to maximize the fulfillment of the SLAs of client RPs while maximizing the utilization of the pre-allocated resource pool.The prime objective of the RB is to utilize both the infinite public pool and thefinite sized dedicated pool to deliver the best services to the client RPs.To do this,online scheduling algorithms are used to route and re-route the resource requests onto the proper re-sources.5Galaxy Services and ApplicationsGalaxy service is the highest layer of the Galaxy mid-dleware.This provides generic capabilities for resources to perform activities such as launching resource acquisition commands,managing and monitoring acquired resources, and releasing resources.Some example of the Galaxy ser-vices are(a)a Unix shell like command line interface called Galaxy shell(GShell);(b)The Galaxy networkfile system (GNFS);and(c)application-level QoS management.Galaxy is the suitable place for hosting many different applications:the Internet scale distribution of resources makes Galaxy suitable for web content distribution.Fur-ther,the public resources of Galaxy being always at the edge of the Internet supports an efficient edge delivery of the con-tent.This property in addition to the immense storage and processing capacity of Galaxy makes it suitable also for streaming content distribution.Also the high-throughput computing applications can enjoy the virtually unlimited computing capacity of the Galaxy.6Related WorkGrid[7]is a distributed enterprise solution where dif-ferent institutions pool their resources together to build a high-performance computing platform.Even though Grid concept originated as a high-performance computing plat-form,it has now evolved into a service-oriented Open Grid Services Architecture(OGSA)[4].One of the important drawbacks of the Grid approach is its limited scalability due to the requirement for high trust among the participating in-stitutions,which restricts the membership to a few institu-tions.In contrast to this“close”communities Grid presents, 3the PCU is an open architecture that solicits wide participa-tion.Utility computing is based on the notion of“commodi-tizing”computer resources.It can simplify resource man-agement and increase resource usage by introducing a uni-fied interface to heterogeneous resources.HP Lab’s Utility Data Center(UDC)[6]is one project that implements util-ity computing.It pools together the resources of an institu-tion and provides mechanisms to create service-specific re-source farms according to user specifications.Recent focus of UDC projects is to combine the UDC technology with Grid architectures to provide inter-enterprise resource shar-ing[5].Besides UDC,there are other projects such as Clus-ter on demand(CoD)[3]and Virtual appliances and Col-lective[12]with similar goals.While Galaxy shares several key ideas with the utility computing systems,it differs from these projects because it is designed to implement(i)com-moditization at the core and utilizes this notion to efficiently implement resource naming and discovery,(ii)relaxed par-ticipation models to induct public resources into the system, (iii)geographically scalable resource management architec-tures.There is an emerging class of projects that use public resources in an“online”manner.These projects attempt to extend P2P system to generalized computing platforms. With a P2P architecture base,the resource management be-comes complex as incentives and trust are introduced into the system.Cluster computing on the Fly(CCoF)[9]is an example P2P-based generalized computing system.Even though CCoF is very similar to the PCU,one of the funda-mental differences is that PCU is focused on delivering QoS to its clients requiring it to have a stronger resource manage-ment system.As part of Galaxy,we present a community-oriented architecture for the RMS.Xenoservers[1]shares the same view of a PCU as our Galaxy.It addresses the issue of incorporating public resources into the system by designing incentive and trust mechanisms.However it can be seen that Xenoservers lacks a highly scalable discovery substrate like RAN.The RBs in Xenoservers(called Xeno-corps)are overloaded with naming and discovery services. With unstructured peer arrangement among Xenocorps and the usage of description based naming,it is hard to expect high scalability.7ConclusionWe presented the design of Galaxy a QoS-aware PCU. We presented the principles that govern the overall design and a detailed description of the Galaxy architecture.Two major components of the overall architecture were exam-ined in more detail.One was the P2P overlay substrate called the RAN.It provides the connectivity among a va-riety of Galaxy elements that have a requirement to name and discover each other in a location sensitive manner.An-other was the GRMS that provides various services includ-ing resource allocation,incentive management,and trustmanagement.One of the unique aspects of GRMS wasits community-oriented architecture.In this architecture,the resources are associated with Galaxy management el-ements in an on-demand basis.This paradigm is well suitedfor PCU where the resources including the ones running theGalaxy management elements can leave or join the Galaxyat any time.Currently,the Galaxy system is under development.We are focusing on the development of various Galaxy compo-nents such as the RAN,GRMS,and GShell.We intend todeploy an initial version of Galaxy on the Planet-Lab fortesting and benchmarking purposes.References[1]Xenoservers./Research/SRG/netos/xeno/.[2] A.Mitra and M.Maheswaran.Resource Pariticipation Mod-els for Public-Resources in Computing Utilities.Techni-cal report,School of Computer Science,McGill University,May2004.[3]J.Chase,L.Grit,D.Irwin,J.Moore,and S.Sprenkle.Dy-namic virtual clusters in a grid site manager.In The12thInternational Symposium on High Performance DistributedComputing(HPDC-12),June2003.[4]I.Foster,C.Kesselman,J.Nick,and S.Tuecke.The phys-iology of the grid:An open grid services architecture fordistributed systems integration.In Open Grid Service In-frastructure WG,Global Grid Forum,June2002.[5]S.Graupner,J.Pruyne,and S.Singhal.Making the utilitydata center a power station for the enterprise grid.TechnicalReport HPL-2003-53,HP Labs,Mar.2003.Tech Report.[6]HP Labs.HP utiltiy data center:Transforming data centereconomics./go/udc,2004.White Paper.[7]I.Foster,C.Kesselman,and S.Tuecke.The anatomy of theGrid:Enabling scalable virtual organizations.InternationalJournal on Supercomputer Applications,June2001.[8] C.Kenyon and G.Cheliotis.Creating services with hardguarantees from cycle harvesting resources.In Proceeingsof the3rd IEEE/ACM International Symposium on ClusterComputing and the Grid(CCGRID’03),2003.[9]V.Lo,D.Zappala,D.Zhou,Y.Liu,and S.Zhao.Clustercomputing on thefly:P2p scheduling of idle cycles in theinternet.In The3rd International Workshop on Peer-to-PeerSystmes(IPTPS2004),Feb.2004.[10]R.Raman,M.Livny,and M.H.Solomon.Matchmak-ing:Distributed resource management for high through-put computing.In The7th IEEE International Symposiumon High Performance Distributed Computing,Chicago,IL,July1998.[11]H.Sagan.Space-filling curves.Springer-Verlag Telos,NewYork,Aug.1994.[12] C.Sapuntzakis and m.Virtual appliances in thecollective:A road to hassle-free computing.In The9thWorkshop on Hot Topics in Operating Systems(HOTOS IX),pages55–60,May2003.4。

感知服务质量英语作文英文回答：Perceived service quality (PSQ) is the consumer's subjective evaluation of the superiority or inferiority of a service in relation to their expectations. It is a multidimensional concept that encompasses various aspects of a service experience, such as:Reliability: Consistency and dependability of service delivery.Responsiveness: Willingness and ability to help customers in a timely manner.Assurance: Knowledge, courtesy, and credibility of service providers.Empathy: Understanding and caring for the individual needs of customers.Tangibles: Physical evidence of the service, such as the appearance of the service provider and the facilities used.PSQ is a critical factor in determining customer satisfaction, loyalty, and repurchase intentions. It is influenced by various factors, including:Expectations: Consumers' prior beliefs and experiences with the service.Performance: The actual service delivered compared to expectations.Comparison to alternatives: Consumers' perceptions of other available options.Personality and socio-cultural factors: Individual characteristics and societal norms.Measuring PSQ is essential for organizations tounderstand customer perceptions and improve service delivery. Common methods include:Customer surveys: Collecting feedback through questionnaires or interviews.Mystery shopping: Sending undercover shoppers to evaluate service experiences.Service audits: Assessing service quality internally using standardized criteria.Organizations can improve PSQ by focusing on:Setting realistic expectations: Managing customer expectations through clear communication and realistic promises.Meeting and exceeding performance standards: Delivering high-quality service consistently and efficiently.Providing personalized experiences: Tailoring services to meet individual customer needs and preferences.Empowering employees: Giving employees the authority and resources to resolve customer issues effectively.Investing in training and development: Enhancing the skills and knowledge of service providers.By understanding and improving PSQ, organizations can enhance customer satisfaction, strengthen brand loyalty, and gain a competitive advantage in the marketplace.中文回答：感知服务质量。

SERVQUAL模型SERVQUAL为英文“Service Quality”（服务质量）的缩写。

SERVQUAL模型衡量服务质量的五个尺度为；有形资性、可靠性、响应速度、信任和移情作用。

目录展开编辑本段简介SERVQUAL理论是20世纪80年代末由美国市场营销学家帕拉休拉曼(A.Parasuraman)、来特汉毛尔（Zeithaml）和白瑞（Berry）依据全面质量管理(Total QuaSERVQUAL模型lity Management，TQM)理论在服务行业中提出的一种新的服务质量评价体系，其理论核心是“服务质量差距模型”，即：服务质量取决于用户所感知的服务水平与用户所期望的服务水平之间的差别程度（因此又称为“期望－感知”模型），用户的期望是开展优质服务的先决条件，提供优质服务的关键就是要超过用户的期望值。

其模型为:Servqual 分数= 实际感受分数- 期望分数。

SERVQUAL将服务质量分为五个层面：有形设施、可靠性、响应性、保障性、情感投入，每一层面又被细分为若干个问题，通过调查问卷的方式，让用户对每个问题的期望值、实际感受值及最低可接受值进行评分。

并由其确立相关的22 个具体因素来说明它。

然后通过问卷调查、顾客打分和综合计算得出服务质量的分数,近十年来，该模型已被管理者和学者广泛接受和采用。

模型以差别理论为基础，即顾客对服务质量的期望，与顾客从服务组织实际得到的服务之间的差别。

模型分别用五个尺度评价顾客所接受的不同服务的服务质量。

研究表明，SERVQUAL适合于测量信息系统服务质量，SERVQUAL也是一个评价服务质量和用来决定提高服务质量行动的有效工具。

编辑本段计算公式SERVQUAL计算公式：SQ = 622i = 1( Pi - Ei )式中；SERVQUAL模型SQ 为感知服务质量；Pi为第i个因素在顾客感受方面的分数；Ei 为第i个因素在顾客期望方面的分数( i = 1 、2 、3 、.....n 、n = 22) 。

感知服务质量英语作文Title: Enhancing Service Quality Perception: Strategies and Importance。

In today's competitive business landscape, the perception of service quality plays a pivotal role in shaping customer satisfaction, loyalty, and overall business success. Whether in the realm of retail, hospitality, healthcare, or any other industry, providing exceptional service is essential for gaining a competitive edge. In this essay, we will delve into the significance of service quality perception and explore strategies to enhance it.Firstly, it's crucial to understand what servicequality perception entails. Service quality perception refers to customers' subjective assessment of the overall excellence or superiority of a service. It encompasses various factors such as reliability, responsiveness, assurance, empathy, and tangibles. Customers formperceptions based on their interactions with service providers, their expectations, and their comparisons with competitors.The importance of service quality perception cannot be overstated. Positive perceptions lead to increased customer satisfaction, which, in turn, fosters customer loyalty and advocacy. Satisfied customers are more likely to make repeat purchases, recommend the service to others, and contribute to positive word-of-mouth marketing. Conversely, negative perceptions can result in customer defection, tarnished reputation, and loss of business opportunities.To enhance service quality perception, organizations can adopt several strategies:1. Understand Customer Expectations: Conduct market research, surveys, and feedback mechanisms to gain insights into customer expectations. Understanding what customers value enables organizations to align their services accordingly and exceed expectations.2. Train and Empower Employees: Employees are frontline ambassadors of the brand and play a crucial role in shaping customer perceptions. Providing comprehensive training on customer service skills, empathy, and problem-solvingequips employees to deliver exceptional experiences. Empowering them to make decisions autonomously can alsolead to quicker resolution of issues and increased customer satisfaction.3. Consistent Communication: Clear and consistent communication is key to managing customer expectations and building trust. From marketing messages to service delivery, ensuring alignment and transparency fosters positive perceptions. Timely updates regarding service enhancements, promotions, or any changes can also demonstrate commitmentto customer satisfaction.4. Personalization: Tailoring services to meetindividual customer needs and preferences enhances the perception of personalized attention and care. Utilize customer data and technology to offer customized recommendations, exclusive offers, and personalizedinteractions. This not only enhances satisfaction but also strengthens the emotional connection with the brand.5. Continuous Improvement: Embrace a culture of continuous improvement by soliciting feedback, analyzing performance metrics, and implementing necessary changes. Demonstrating a commitment to excellence and proactively addressing issues signals responsiveness and dedication to customer satisfaction.6. Invest in Technology: Leveraging technology can streamline processes, enhance convenience, and elevate the overall service experience. Implementing self-service options, mobile applications, and digital platforms can empower customers and improve accessibility. Additionally, integrating artificial intelligence and data analytics enables personalized interactions and predictive service solutions.7. Service Recovery: Despite best efforts, service failures may occur. How organizations handle these instances can significantly impact customer perceptions.Promptly acknowledging mistakes, apologizing sincerely, and offering appropriate remedies can turn a negative experience into a positive one, thereby strengthening customer loyalty.In conclusion, enhancing service quality perception is essential for organizations striving to thrive in today's competitive marketplace. By understanding customer expectations, empowering employees, fostering clear communication, embracing personalization, prioritizing continuous improvement, leveraging technology, and mastering service recovery, organizations can cultivate positive perceptions that drive customer satisfaction, loyalty, and business success.。

服务质量评价理论研究综述１６商业时代（原名《商业经济研究》）２００９年６期服务质量评价理论研究综述２０世纪８０年代初芬兰著名学者格罗鲁斯（１９８２）开创了服务质量研究的先河以来，国内外学者对服务质量评价理论进⾏了深⼊研究，同时在实证研究领域也进⾏了⼤量的运⽤。

但是，由于服务质量对消费者⽽⾔，⽐实物质量更难评价；服务质量的感知取决于消费者期望服务与感受服务的对⽐；质量的度量不仅仅是服务的结果，同时也涉及到服务的提供过程（Ａ．　Ｐａｒａｓｕｒａｍａｎ，Ｖａｌａｒｉｅ　Ａ．　Ｚｅｉｔｈａｍｌ，Ｌｅｏｎａｒｄ　Ｌ．Ｂｅｒｒｙ，１９８５，以下简称ＰＺＢ），因此⼈们对服务质量评价理论的研究⼀直处于不断探索和发展过程中。

鉴于此，本⽂对国内外服务质量评价理论的主要研究成果进⾏梳理和总结，以期能为后续的研究提供参考。

顾客感知服务质量模型格罗鲁斯（１９８２）率先将质量的概念引⼊到了服务领域，并且根据认知⼼理学的基本理论，提出了顾客感知服务质量模型。

他认为服务质量是⼀个主观范畴，取决于顾客期望的服务⽔平和实际感受到的服务⽔平的对⽐。

他把服务质⾃■⾼锋肖诗顺副教授（四川农业⼤学经济管理学院四川雅安６２５０１４）▲本⽂得到四川省农村发展研究中⼼课题《正规⾦融机构⼩额信贷与农民增收研究》（项⽬编号：ＣＲ０４１８）的资助◆中图分类号：Ｆ７１９⽂献标识码：Ａ内容摘要：⾃２０世纪９０年代以来，服务质量研究已取得了巨⼤的成果，为企业判断并提⾼服务质量奠定了坚实的理论基础。

本⽂对服务质量评价理论研究进⾏了梳理和总结，希望能够为相关理论和实证研究提供⼀定的参考。

关键词：服务质量顾客感知服务质量模型ＳＥＲＶＱＵＡＬ模型量分为技术质量和功能质量两类，提出了作为过程的服务和作为结果的服务：前者指顾客如何得到这种服务；后者是顾客实际得到的服务。

Ｌｅｈｔｉｎｅｎ（１９８２，１９８３）先后提出了产出质量和过程质量的概念以及实体质量、相互作⽤质量和公司质量。