Perception is a phenomenon, which comes in contact with IT service at a number of points. At every point certain risks may be identified. Based on IT literature, the research (ITIL Service Design, Quality management for IT services etc.) has identified three core problems: problem of a business needs externalization, problem of a service specification and problem of interpretation of specifications and contracts. For explanation, findings from cognitive and social science, philosophy, marketing and law are used. A synthetic model, which clearly displays the core problems, is created from relevant claims.
| Identifer | oai:union.ndltd.org:nusl.cz/oai:invenio.nusl.cz:124723 |
| Date | January 2011 |
| Creators | Vencovský, Filip |
| Contributors | Bruckner, Tomáš, Řezníček, Václav |
| Publisher | Vysoká škola ekonomická v Praze |
| Source Sets | Czech ETDs |
| Language | Czech |
| Detected Language | English |
| Type | info:eu-repo/semantics/masterThesis |
| Rights | info:eu-repo/semantics/restrictedAccess |
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