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The growth of emerging multimedia applications with different quality requirements has made the objective Network QoS (NQoS) to be commonly considered as an inadequate metric for quality assessment in telecommunication services, being the Quality of Experience (QoE) concept the most predominant alternative. However, most QoE-related research studies are service-specific, not easily expandable to other multimedia services and unsuitable for tuning up network management procedures. Instead, the authors propose an integrated QoE management model and a calculus process that estimates final user-satisfaction over multi-service scenarios and identifies those elements that have a greater impact on users' QoE.
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