Abstract
Several types of research suggested that the quality of service is a trade-off between customers’ expectations and concrete delivered service. However, a gap between the customer’s belief and perceived service is usually found. In order to measure the gap in quality of service, a set of activities should be implemented. This paper presents a specific method for providing guidelines for quality of service set up and assessment. This method integrates preceding work regarding measurement theory. Unlike other solutions that emerge from task oriented perspectives, this approach adopted a human-oriented perspective. For this purpose, the DEMO framework is used. DEMO provides a coherent understanding on how communication among people takes place on an organization, based on the systemic notion of enterprise ontology. This paper also reports the instantiation, in the information security domain, of the measurement inception, the first activity of a set belonging to an overall proposed method.
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Gonçalves, A., Correia, A., Matos, R., Fragoso, B. (2016). A Framework to Assess Information Security Quality of Service Based on a Communicative Action Way of Thinking. In: Rocha, Á., Correia, A., Adeli, H., Reis, L., Mendonça Teixeira, M. (eds) New Advances in Information Systems and Technologies. Advances in Intelligent Systems and Computing, vol 444. Springer, Cham. https://doi.org/10.1007/978-3-319-31232-3_36
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DOI: https://doi.org/10.1007/978-3-319-31232-3_36
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