naa a22 4500 510772730 CHVBK 20180411083219.0 cr unu---uuuuu 180411e20131201xx s 000 0 eng 10.1007/s12927-013-0003-z doi (NATIONALLICENCE)springer-10.1007/s12927-013-0003-z Applying DEMO-based SLAs to cloud services [Elektronische Daten] [Carlos Mendes, Mário Almeida, Miguel Mira da Silva] The cloud services have offered new possibilities for services fulfilment and although the cloud has been a technology breakthrough, the problems it raises go beyond technical issues. Indeed, the organization-oriented issues related to cloud services are getting more attention and the dialogue is moving away from technical to non-technical issues. Our research deals with the gap between customers' expectations and the perceived service, a problem that we also found in the cloud services area. We propose to close this gap by formally specifying the customers' expectations into Service Level Agreements (SLAs) using a process based on the Enterprise Ontology. We have already evaluated this proposal in several contexts (from public city councils to private banks) and in this paper we describe a field study in a cloud services provider. The evaluation was positively carried out by means of interviews, the Four Principles from Österle et al., and the Moody and Shanks Quality Framework. The Society of Service Science and Springer, 2013 Enterprise Ontology nationallicence DEMO nationallicence Service Quality nationallicence Customers' Expectations nationallicence Cloud Services nationallicence Mendes Carlos Instituto Superior Técnico, Lisbon, República Portuguesa aut Almeida Mário Instituto Superior Técnico, Lisbon, República Portuguesa aut Mira da Silva Miguel Instituto Superior Técnico, Lisbon, República Portuguesa aut Journal of Service Science Research The Society of Service Science 5/2(2013-12-01), 95-123 2093-0720 5:2<95 2013 5 12927 https://doi.org/10.1007/s12927-013-0003-z text/html Onlinezugriff via DOI 1 research-article jats NATIONALLICENCE 856 40 https://doi.org/10.1007/s12927-013-0003-z text/html Onlinezugriff via DOI NATIONALLICENCE 700 1- Mendes Carlos Instituto Superior Técnico, Lisbon, República Portuguesa aut NATIONALLICENCE 700 1- Almeida Mário Instituto Superior Técnico, Lisbon, República Portuguesa aut NATIONALLICENCE 700 1- Mira da Silva Miguel Instituto Superior Técnico, Lisbon, República Portuguesa aut NATIONALLICENCE 773 0- Journal of Service Science Research The Society of Service Science 5/2(2013-12-01), 95-123 2093-0720 5:2<95 2013 5 12927 Metadata rights reserved Springer special CC-BY-NC licence nationallicence BK010053 XK010053 XK010000 NATIONALLICENCE NATIONALLICENCE NL-springer