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Communication Issues for Small and Medium Enterprises: Provider and Customer Perspectives

Communication Issues for Small and Medium Enterprises: Provider and Customer Perspectives

Mirjana D. Stojanović, Vladanka S. Acimovic-Raspopovic
Copyright: © 2010 |Pages: 22
ISBN13: 9781605668925|ISBN10: 1605668923|ISBN13 Softcover: 9781616924584|EISBN13: 9781605668932
DOI: 10.4018/978-1-60566-892-5.ch013
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MLA

Stojanović, Mirjana D., and Vladanka S. Acimovic-Raspopovic. "Communication Issues for Small and Medium Enterprises: Provider and Customer Perspectives." Enterprise Information Systems for Business Integration in SMEs: Technological, Organizational, and Social Dimensions, edited by Maria Manuela Cruz-Cunha, IGI Global, 2010, pp. 230-251. https://doi.org/10.4018/978-1-60566-892-5.ch013

APA

Stojanović, M. D. & Acimovic-Raspopovic, V. S. (2010). Communication Issues for Small and Medium Enterprises: Provider and Customer Perspectives. In M. Cruz-Cunha (Ed.), Enterprise Information Systems for Business Integration in SMEs: Technological, Organizational, and Social Dimensions (pp. 230-251). IGI Global. https://doi.org/10.4018/978-1-60566-892-5.ch013

Chicago

Stojanović, Mirjana D., and Vladanka S. Acimovic-Raspopovic. "Communication Issues for Small and Medium Enterprises: Provider and Customer Perspectives." In Enterprise Information Systems for Business Integration in SMEs: Technological, Organizational, and Social Dimensions, edited by Maria Manuela Cruz-Cunha, 230-251. Hershey, PA: IGI Global, 2010. https://doi.org/10.4018/978-1-60566-892-5.ch013

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Abstract

This chapter considers communication issues for small and medium enterprises (SMEs) from both provider and customer perspectives. SME communication infrastructure at the individual site should usually be built around Ethernet-based local area network with a remotely manageable integrated access device that enables high speed Internet access, virtual private networking, Voice over Internet Protocol (VoIP) functionality and collaborative services. We further address several open quality of service (QoS) issues that include: service level agreements, signaling for quality of service and management aspects. The proposed framework for service management encompasses interfaces for QoS-aware and legacy applications, generic service level specification, functional model of service negotiation and management policies.

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