Relevant bibliographies by topics / Service quality

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Service quality'

Author: Grafiati
Published: 4 June 2021
Last updated: 25 July 2025

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Journal articles on the topic "Service quality"

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Akkucuk, Ulas, and Behcet Teuman. "Assessing service quality in online banking services." Problems and Perspectives in Management 14, no. 2 (2016): 183–91. http://dx.doi.org/10.21511/ppm.14(2-1).2016.07.

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Service quality and the effective measurement of service quality on the Internet have been drawing much attention lately with the increasing use of the World Wide Web. Researchers and managers focus on the construction of scales to measure electronic service quality, which assess customer satisfaction and loyalty as an ultimate goal. E-S-Qual is the most recently developed and popular e-service quality measurement technique on which there are quite a number of research studies. In this study, existing literature on service quality scales and the E-S-Qual scale is reviewed. A modified scale is
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Raval, Tulsi. "A Perspective on Service Quality and Closing Service Quality Gaps." Paripex - Indian Journal Of Research 3, no. 8 (2012): 83–85. http://dx.doi.org/10.15373/22501991/august2014/25.

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Desai, Swati Bhavik. "Service Quality Servqual." Journal of Advances and Scholarly Researches in Allied Education 15, no. 6 (2018): 169–73. http://dx.doi.org/10.29070/15/57744.

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Yadav, Ambar, and Arti Singh. "Quality of Service in Real Time Services in Wireless Systems." International Journal of Engineering Research 3, no. 5 (2014): 360–64. http://dx.doi.org/10.17950/ijer/v3s5/517.

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Dr.P.BABY, Dr P. BABY. "Passengers’ Expectation on Service Quality Dimensions in Domestic Airline Services." Global Journal For Research Analysis 3, no. 6 (2012): 1–3. http://dx.doi.org/10.15373/22778160/june2014/80.

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Ilhaamie, A. G. A. "Service Quality in Malaysian Public Service: Some Findings." International Journal of Trade, Economics and Finance 1, no. 1 (2010): 40–45. http://dx.doi.org/10.7763/ijtef.2010.v1.8.

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Jayasuriya, Rohan. "Measuring service quality in IT services: Using service encounters to elicit quality dimensions." Services Marketing Quarterly 18, no. 1 (1998): 11–23. http://dx.doi.org/10.1080/15332969.1998.9985334.

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Данилина, Елена, Elena Danilina, Екатерина Яковлева, et al. "Service and quality of medical services." Services in Russia and abroad 8, no. 8 (2014): 3–12. http://dx.doi.org/10.12737/8242.

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The article defines the scientific and terminological problems of researching services in the field of services, the basic problems of the evaluation of services in health care organizations. On the basis of a systematic approach to the category of quality of medical services the article investigates patient satisfaction with the perceived quality of service, shows the role of consumer expectations in the evaluation of the perceived quality of services and finds that the requirements for the service in medical institutions are underestimated. On the basis of studies the authors identify behavi
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Jayasuriya, Rohan. "Measuring Service Quality in IT Services." Journal of Professional Services Marketing 18, no. 1 (1999): 11–23. http://dx.doi.org/10.1300/j090v18n01_02.

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Tsitskari, E., D. Tsiotras, and G. Tsiotras. "Measuring service quality in sport services." Total Quality Management & Business Excellence 17, no. 5 (2006): 623–31. http://dx.doi.org/10.1080/14783360600588190.

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Dissertations / Theses on the topic "Service quality"

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Sheppard, Lorraine. "Service quality in professional health services /." Title page, contents and abstract only, 1998. http://web4.library.adelaide.edu.au/theses/09PH/09phs5495.pdf.

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Thesis (Ph. D.)--University of Adelaide, Graduate School of Management, 1999.<br>Includes one computer disk in Work 6 format. System requirements for accompanying computer disk: Mackintosh or IBM-compatible computer. Other requirments: Microsoft Word 6 or compatible Word Processor. Includes bibliographical references (leaves 241-270).
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van, Ree H. J. "Service quality indicators for business support services." Thesis, University College London (University of London), 2010. http://discovery.ucl.ac.uk/19902/.

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Quality is critical to corporate success as it plays a vital role in improving organisational productivity. It can be defined as ‘the totality of inherent characteristics of a product or service that bear on its ability to increase the demand for that product or service at a fixed price’ and can best be measured by capturing customer perceptions of the performance of those characteristics. Customising the SERVPERF methodology to measure service quality in a business-to-business context and subsequently testing it on both customers and suppliers of cleaning, catering and security services, the
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Bell, Louise. "Developing service quality and auditing in health services." Thesis, University of Kent, 1999. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.310272.

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Ahmed, Zeeshan. "Quality of service in Wimax for multimedia services." Nantes, 2013. http://www.theses.fr/2013NANT2029.

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Le standard IEEE 802. 16 est une importante technologie d’accès haut débit sans fil. Il prend en charge de nombreuses applications avec des besoins de qualité de service (QoS) très différents demandant des mécanismes efficaces et une bonne architecture de QoS. Toutefois, certains détails algorithmiques tels que l’ordonnancement et les mécanismes de contrôle d’admission (CAC) restent libres. Nous proposons un algorithme à deux niveaux (TLSA) pour l’ordonnancement des paquets en voie montante. Au premier niveau, un algorithme d’ordonnancement inter-classe distribue la bande passante entre les di
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Efendic, Elvira, and Sabina Lajiq. "Service Quality : A research on how recruitment companies secure service quality." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19422.

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Background: Service quality is considered to be a vital strategy for survival and success in today’s competitive environment. Although there have been an emphasis in quality overall, the research in companies performance within a business-to-business approach is still largely unexplored. Accordingly, service quality in recruitment companies will be interesting to examine in order to explore the business-to-business industry further. Purpose &amp;: The purpose of this research is to study how recruitment Research Question: companies secure quality in their services. What factors indicate variou
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Laghari, Khalil ur Rehman. "On quality of experience (QoE) for multimedia services in communication ecosystem." Thesis, Evry, Institut national des télécommunications, 2012. http://www.theses.fr/2012TELE0008/document.

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Aujourd'hui, la satisfaction du client et la joie deviennent les principaux différenciateurs pour évaluer l'efficacité des opérateurs télécoms et les fournisseurs de services. Dans ce marché concurrentiel, la mauvaise qualité de l'expérience (QoE) conduit à une réaction en chaîne de la parole négative de la bouche, pousser les clients dans les bras de concurrents en attente. Par conséquent, il est important pour les fournisseurs de services pour assurer la qualité supérieure de l'expérience afin d'éviter la déloyauté clientèle et la réputation négative. QoE est une émergence rapide multi-disci
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FREITAS, MIGUEL DE ANDRADE. "QUALITY OF SERVICE ON INTERNET SERVICE PROVIDERS." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2004. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=5031@1.

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O desenvolvimento de arquiteturas de Qualidade de Serviço (QoS) para a Internet é um problema que tem recebido bastante atenção ultimamente. Diversos motivos têm impedido a implementação destas arquiteturas em larga escala como, por exemplo, a dificuldade de estabelecimento de contratos e políticas de QoS entre usuários, provedores e operadoras e a ausência de mecanismos na rede para solicitar serviços com garantia de qualidade. Apesar de não terem acesso a um serviço que garanta certos níveis de desempenho para cada tipo de aplicação, os usuários de Internet têm se mostrado cada vez
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Taneja, Mukesh. "A service curve approach for quality of service management in integrated services networks /." Diss., Connect to a 24 p. preview or request complete full text in PDF format. Access restricted to UC campuses, 1998. http://wwwlib.umi.com/cr/ucsd/fullcit?p9914079.

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Field, Daniel James. "Profit through product quality and quality service." Master's thesis, This resource online, 1991. http://scholar.lib.vt.edu/theses/available/etd-02162010-020036/.

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Laghari, Khalil ur Rehman. "On quality of experience (QoE) for multimedia services in communication ecosystem." Electronic Thesis or Diss., Evry, Institut national des télécommunications, 2012. http://www.theses.fr/2012TELE0008.

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Aujourd'hui, la satisfaction du client et la joie deviennent les principaux différenciateurs pour évaluer l'efficacité des opérateurs télécoms et les fournisseurs de services. Dans ce marché concurrentiel, la mauvaise qualité de l'expérience (QoE) conduit à une réaction en chaîne de la parole négative de la bouche, pousser les clients dans les bras de concurrents en attente. Par conséquent, il est important pour les fournisseurs de services pour assurer la qualité supérieure de l'expérience afin d'éviter la déloyauté clientèle et la réputation négative. QoE est une émergence rapide multi-disci
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Books on the topic "Service quality"

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Quality in Services (QUIS) (2nd 1990 Norwalk, Connecticut). Service quality. Edited by Gummesson Evert 1936- and Scheuing Eberhard E. MCB, 1991.

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Beaton, M. Professional service: Service quality. Beaton Associates, 1991.

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1950-, Chase Rory L., ed. Service excellence: The best of "Managing service quality" [magazine]. I.F.S.Pubns, 1992.

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Philip, G. Service quality of industrial information services. British Library Research and Innovation Centre, 1996.

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Evans, Gerry. Evaluating service quality. S.C.O.V.O, 1991.

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Paul, Kunst, and Lemmink Jos, eds. Managing service quality. Paul Chapman Pub. Ltd., 1995.

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1952-, Edvardsson Bo, Scheuing Eberhard E, and Quality in Services (QUIS), (4th : 1994), eds. Improving service quality. MCB, 1995.

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1946-, Davis Vivian Witkind, and National Regulatory Research Institute (Ohio State University), eds. Telecommunications service quality. National Regulatory Research Institute, 1996.

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Brent (England). Arts & Libraries Department. Quality and service. Brent Council, 1995.

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Martha, Kyrillidou, and Heath Fred M. 1944-, eds. Measuring service quality. University of Illinois, Graduate School of Library and Information Science, 2001.

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Book chapters on the topic "Service quality"

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Kuei, Chu-Hua. "Service quality." In Handbook of Total Quality Management. Springer US, 1998. http://dx.doi.org/10.1007/978-1-4615-5281-9_11.

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Hughes, Vera. "Quality Service." In People Skills. Macmillan Education UK, 1992. http://dx.doi.org/10.1007/978-1-349-12527-2_11.

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Torres, Edwin N., and Tingting Zhang. "Service quality." In Customer Service Marketing. Routledge, 2022. http://dx.doi.org/10.4324/9780429263965-3.

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Weik, Martin H. "service quality." In Computer Science and Communications Dictionary. Springer US, 2000. http://dx.doi.org/10.1007/1-4020-0613-6_17112.

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da Costa Mendes, Julio. "Service quality." In Encyclopedia of Tourism. Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-01384-8_171.

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da Costa Mendes, Julio, and Nelson deMatos. "Service Quality." In Encyclopedia of Tourism. Springer Nature Switzerland, 2024. https://doi.org/10.1007/978-3-030-74923-1_171.

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Bermbach, David, Erik Wittern, and Stefan Tai. "Quality." In Cloud Service Benchmarking. Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-55483-9_3.

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Behara, Ravi S., and Richard B. Chase. "Service Quality Deployment: Quality Service by Design." In Perspectives in Operations Management. Springer US, 1993. http://dx.doi.org/10.1007/978-1-4615-3166-1_5.

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Morrison, Alastair M. "People: Services and service quality." In Hospitality and Travel Marketing, 5th ed. Routledge, 2022. http://dx.doi.org/10.4324/9781003292616-15.

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Beckford, John. "Service Quality Management." In Quality Management, 5th ed. Routledge, 2022. http://dx.doi.org/10.4324/9781003018261-23.

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Conference papers on the topic "Service quality"

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Uden, Lorna, Janet Francis, and Wei Dai. "Service quality for service innovation." In 2008 IEEE International Conference on Service Operations and Logistics, and Informatics (SOLI). IEEE, 2008. http://dx.doi.org/10.1109/soli.2008.4683007.

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Sajid Ahmed, Shaikh. "Calibration Laboratories Challenges - Service Quality." In NCSL International Workshop & Symposium. NCSL International, 2018. http://dx.doi.org/10.51843/wsproceedings.2018.39.

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This paper is written from the perspective of either third party commercial or an internal calibration lab. While it is recognized that some companies communications go through multiple departments (both for the customer and for the calibration service provider), these experiences and solutions may also be applied to any lab needing outsourced calibration services. It is imperative that both the customer and the vendor take equal responsibility for communicating with each other to ensure complete customer satisfaction. Both the customer and vendor should be familiar with the requirements of IS
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Alhayajneh, Abdullah, Alessandro N. Baccarini, and Thaier Hayajneh. "Quality of Service Analysis of VoIP Services." In 2018 9th IEEE Annual Ubiquitous Computing, Electronics & Mobile Communication Conference (UEMCON). IEEE, 2018. http://dx.doi.org/10.1109/uemcon.2018.8796841.

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Alex Maritz. "Enhancing Service Quality Through Integrated Services Marketing." In 2006 IEEE International Conference on Service Operations and Logistics, and Informatics. IEEE, 2006. http://dx.doi.org/10.1109/soli.2006.236987.

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Maritz, Alex. "Enhancing Service Quality Through Integrated Services Martketing." In 2007 IEEE International Conference on Service Operations and Logistics, and Informatics. IEEE, 2007. http://dx.doi.org/10.1109/soli.2007.4383917.

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Maritz, Alex. "Enhancing Service Quality Through Integrated Services Marketing." In 2006 IEEE International Conference on Service Operations and Logistics, and Informatics. IEEE, 2006. http://dx.doi.org/10.1109/soli.2006.328947.

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Pencheva, Evelina, and Ivaylo Atanasov. "Web Services for Quality of Service Monitoring." In 2009 3rd International Conference on New Technologies, Mobility and Security (NTMS). IEEE, 2009. http://dx.doi.org/10.1109/ntms.2009.5384834.

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Zhu, Keshan, Zhenhua Duan, and Jianli Wang. "Quality of Service in Web Services Discovery." In 2008 IEEE Symposium on Advanced Management of Information for Globalized Enterprises, AMIGE. IEEE, 2008. http://dx.doi.org/10.1109/amige.2008.ecp.28.

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Al-Moayed, Ahmed, and Bernhard Hollunder. "Quality of Service Attributes in Web Services." In 2010 Fifth International Conference on Software Engineering Advances (ICSEA). IEEE, 2010. http://dx.doi.org/10.1109/icsea.2010.62.

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Proft, Branislav, and Benedikt Badánik. "Quality of service at airports." In Práce a štúdie. University of Zilina, 2021. http://dx.doi.org/10.26552/pas.z.2021.2.34.

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At present, air transport is on the rise and with it are the airlines, airports and services they provide. Their quality is reflected in revenues as well as in the number of airlines using the airport. The aim of this paper is to evaluate what services are offered to individual airport customers, how to evaluate customer satisfaction with services and the last chapter focuses on evaluating the quality of services offered to airlines and crew, where a method of evaluating services provided by airports from the airlines based on an analysis of current ways of measuring the quality of these servi
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Reports on the topic "Service quality"

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Chan, K., R. Sahita, S. Hahn, and K. McCloghrie. Differentiated Services Quality of Service Policy Information Base. RFC Editor, 2003. http://dx.doi.org/10.17487/rfc3317.

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Jung, Na Young. The Relationship Between Service Quality and Service Recovery Quality in Retail Stores. Iowa State University, Digital Repository, 2017. http://dx.doi.org/10.31274/itaa_proceedings-180814-409.

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McCann, P., H. Tschofenig, T. Tsou, and A. Doria. Diameter Quality-of-Service Application. Edited by D. Sun and G. Zorn. RFC Editor, 2010. http://dx.doi.org/10.17487/rfc5866.

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Jung, Na Young. Retail Service Quality and Service Recovery Quality: A Comparison Between Small and Large Retail Stores. Iowa State University, Digital Repository, 2017. http://dx.doi.org/10.31274/itaa_proceedings-180814-1788.

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Reeves, Douglas, Felix Wu, Peter Wurman, Dan Stevenson, and Xlaoyong Wu. Protecting Network Quality of Service Against Denial of Service Attacks. Defense Technical Information Center, 2003. http://dx.doi.org/10.21236/ada420839.

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Levin, Timothy E., Cynthia E. Irvine, and Evdoxia Spyropoulou. Quality of Security Service: Adaptive Security. Defense Technical Information Center, 2004. http://dx.doi.org/10.21236/ada435861.

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O'Brien, Liam, Len Bass, and Paulo Merson. Quality Attributes and Service-Oriented Architectures. Defense Technical Information Center, 2005. http://dx.doi.org/10.21236/ada441830.

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Shenker, S., C. Partridge, and R. Guerin. Specification of Guaranteed Quality of Service. RFC Editor, 1997. http://dx.doi.org/10.17487/rfc2212.

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Irvine, Cynthia, and Tim Levin. Quality of Security Service: An Introduction. Defense Technical Information Center, 2000. http://dx.doi.org/10.21236/ada572032.

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Aranda, J. J., M. Cortes, J. Salvachúa, M. Narganes, and I. Martínez-Sarriegui. The Quality for Service (Q4S) Protocol. RFC Editor, 2020. http://dx.doi.org/10.17487/rfc8802.

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