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Book Description : 1. QoS and QoE Theory 2. Procedure of Key Performance Indicators Determination 3. Details of QoS parameters in the various International Standards 4. QoS Measurement 5. Availability & Reliability Calculation 6. Network Availability and Network Accessibility in Cellular Network 7. Telephony Service QoS 8. Short Message Service QoS 9. The Internet Service QoS
This pioneering book develops definitions and concepts related to Quality of Experience in the context of multimedia- and telecommunications-related applications, systems and services and applies these to various fields of communication and media technologies. The editors bring together numerous key-protagonists of the new discipline “Quality of Experience” and combine the state-of-the-art knowledge in one single volume.
This open access book was prepared as a Final Publication of the COST Action IC1304 “Autonomous Control for a Reliable Internet of Services (ACROSS)”. The book contains 14 chapters and constitutes a show-case of the main outcome of the Action in line with its scientific goals. It will serve as a valuable reference for undergraduate and post-graduate students, educators, faculty members, researchers, engineers, and research strategists working in this field. The explosive growth of the Internet has fundamentally changed the global society. The emergence of concepts like SOA, SaaS, PaaS, IaaS, NaaS, and Cloud Computing in general has catalyzed the migration from the information-oriented Internet into an Internet of Services (IoS). This has opened up virtually unbounded possibilities for the creation of new and innovative services that facilitate business processes and improve the quality of life. However, this also calls for new approaches to ensuring the quality and reliability of these services. The objective of this book is, by applying a systematic approach, to assess the state-of-the-art and consolidate the main research results achieved in this area.
An understanding of the basic concepts of quality and its management is essential for the professional management of Quality of Service (QoS) in telecommunications. This book is essential reading for all those interested in QoS issues.
More Guerrilla Marketing Research, the follow-up title to Guerrilla Marketing Research destroys the myth that only big companies can afford marketing research. The new book focuses on why small and mid-sized businesses can benefit from conducting focus groups and surveys - and how they can do it, by asking the right questions, the right way, and effectively using the answers to make more money. Authored by Robert J.Kaden, Gerald Linda and Jay Conrad Levinson, More Guerrilla Marketing Research includes new and updated material on setting research goals and objectives; how to set a research budget; secondary research; qualitative research; research into emotions; customer satisfaction research; and the future of marketing research. This compelling book will take readers on a fascinating journey through one of the most misunderstood and under-utilized marketing techniques. The secrets unveiled and the tips offered will benefit the most sceptical business owner, manager or entrepreneur.
The Toulon-Verona Conference was founded in 1998 by prof. Claudio Baccarani of the University of Verona, Italy, and prof. Michel Weill of the University of Toulon, France. It has been organized each year in a different place in Europe in cooperation with a host university (Toulon 1998, Verona 1999, Derby 2000, Mons 2001, Lisbon 2002, Oviedo 2003, Toulon 2004, Palermo 2005, Paisley 2006, Thessaloniki 2007, Florence, 2008). Originally focusing on higher education institutions, the research themes have over the years been extended to the health sector, local government, tourism, logistics, banking services. Around a hundred delegates from about twenty different countries participate each year and nearly one thousand research papers have been published over the last ten years, making of the conference one of the major events in the field of quality in services.
This book provides a new multi-method, process-oriented approach towards speech quality assessment, which allows readers to examine the influence of speech transmission quality on a variety of perceptual and cognitive processes in human listeners. Fundamental concepts and methodologies surrounding the topic of process-oriented quality assessment are introduced and discussed. The book further describes a functional process model of human quality perception, which theoretically integrates results obtained in three experimental studies. This book’s conceptual ideas, empirical findings, and theoretical interpretations should be of particular interest to researchers working in the fields of Quality and Usability Engineering, Audio Engineering, Psychoacoustics, Audiology, and Psychophysiology.
This book interconnects two essential disciplines to study the perception of speech: Neuroscience and Quality of Experience, which to date have rarely been used together for the purposes of research on speech quality perception. In five key experiments, the book demonstrates the application of standard clinical methods in neurophysiology on the one hand and of methods used in fields of research concerned with speech quality perception on the other. Using this combination, the book shows that speech stimuli with different lengths and different quality impairments are accompanied by physiological reactions related to quality variations, e.g., a positive peak in an event-related potential. Furthermore, it demonstrates that – in most cases – quality impairment intensity has an impact on the intensity of physiological reactions.
The work presented in this book focuses on modeling audiovisual quality as perceived by the users of IP-based solutions for video communication like videotelephony. It also extends the current framework for the parametric prediction of audiovisual call quality. The book addresses several aspects related to the quality perception of entire video calls, namely, the quality estimation of the single audio and video modalities in an interactive context, the audiovisual quality integration of these modalities and the temporal pooling of short sample-based quality scores to account for the perceptual quality impact of time-varying degradations.
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.