Kenneth C. Laudon,Jane P. Laudon Management Information System 12th Edition pdf

service level agreement (SLA)  

Formal contract between customers

and their service providers that defines the specific

responsibilities of the service provider and the level of service

expected by the customer.

service platform  

Integration of multiple applications from multiple

business functions, business units, or business partners to deliver

a seamless experience for the customer, employee, manager, or

business partner. 

service-oriented architecture  

Software architecture of a firm built

on a collection of software programs that communicate with each

other to perform assigned tasks to create a working software

application

shopping bot  

Software with varying levels of built-in intelligence to

help electronic commerce shoppers locate and evaluate products

or service they might wish to purchase.