IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v34y2014i7p645-658.html
   My bibliography  Save this article

Understanding the performance of software-as-a-service based on service-dominant logic

Author

Listed:
  • Shih-Wei Chou
  • Yu-Chieh Chang
  • Pi-Hui Hsieh

Abstract

How to improve performance of software-as-a-service remains a problem. Drawing from the service-dominant logic, the relational view, and the social exchange theory, we develop a model to delineate the relationships between performance, relationship-specific services, and internal services. The premise of this model is that the service provider's internal services play a key role in motivating the client to collaborate with the vendor. This helps the provider offer relationship-specific services, characterized as knowledge-based and process-based services and the provider's performance relies on these services. Results of empirical testing using responses from 102 firms support the proposed hypotheses. Our findings provide a number of useful implications for research and managers.

Suggested Citation

  • Shih-Wei Chou & Yu-Chieh Chang & Pi-Hui Hsieh, 2014. "Understanding the performance of software-as-a-service based on service-dominant logic," The Service Industries Journal, Taylor & Francis Journals, vol. 34(7), pages 645-658, May.
    • Handle: RePEc:taf:servic:v:34:y:2014:i:7:p:645-658
    DOI: 10.1080/02642069.2014.886188
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069.2014.886188
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069.2014.886188?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Sandeep Rustagi & William R. King & Laurie J. Kirsch, 2008. "Predictors of Formal Control Usage in IT Outsourcing Partnerships," Information Systems Research, INFORMS, vol. 19(2), pages 126-143, June.
    2. Fernando Merino & Diego R. Rodríguez, 2009. "Relatedness of decisions in business services outsourcing," The Service Industries Journal, Taylor & Francis Journals, vol. 30(13), pages 2225-2237, August.
    3. Nilesh Saraf & Christoph Schlueter Langdon & Sanjay Gosain, 2007. "IS Application Capabilities and Relational Value in Interfirm Partnerships," Information Systems Research, INFORMS, vol. 18(3), pages 320-339, September.
    4. Marie-Christine Longe Monnoyer & Jean-Marc Zuliani, 2007. "The Decentralisation of Airbus Production and Services," Post-Print hal-02542839, HAL.
    5. Benlian, Alexander & Koufaris, M. & Hess, Thomas, 2011. "Service quality in Software-As-A-Service: Developing the SaaS-QUAL measure and examining its role in usage continuance," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 58027, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    6. Benlian, Alexander & Hess, Thomas, 2011. "Opportunities and risks of Software-as-a-Service: Findings from a survey of IT executives," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 58025, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    7. Marie-Christine Monnoyer & Jean-Marc Zuliani, 2007. "The Decentralisation of Airbus Production and Services," The Service Industries Journal, Taylor & Francis Journals, vol. 27(3), pages 251-262, April.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Steven W. Rayburn & David A. Gilliam, 2016. "Using work design to motivate customer-oriented behaviors," The Service Industries Journal, Taylor & Francis Journals, vol. 36(7-8), pages 339-355, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Wallbach, Sören, 2020. "Assimilation and Diffusion of Multi-Sided Platforms in Dynamic B2B Networks: Inhibiting Factors and Their Consequences," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 123277, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    2. Bo Li & Subodha Kumar, 2022. "Managing Software‐as‐a‐Service: Pricing and operations," Production and Operations Management, Production and Operations Management Society, vol. 31(6), pages 2588-2608, June.
    3. Sören Wallbach & Katrin Coleman & Ralf Elbert & Alexander Benlian, 2019. "Multi-sided platform diffusion in competitive B2B networks: inhibiting factors and their impact on network effects," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(4), pages 693-710, December.
    4. Goode, Sigi & Lin, Chinho & Fernandez, Walter & Jiang, James J., 2014. "Exploring two explanations of loyalty in application service provision," European Journal of Operational Research, Elsevier, vol. 237(2), pages 649-657.
    5. Yousef A. M. Qasem & Rusli Abdullah & Yusmadi Yah Jusoh & Rodziah Atan & Shahla Asadi, 2021. "Analyzing Continuance of Cloud Computing in Higher Education Institutions: Should We Stay, or Should We Go?," Sustainability, MDPI, vol. 13(9), pages 1-37, April.
    6. Mario Silic & Andrea Back, 2016. "The Influence of Risk Factors in Decision-Making Process for Open Source Software Adoption," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 15(01), pages 151-185, January.
    7. Baumann, Elias & Kern, Jana & Lessmann, Stefan, 2019. "Usage Continuance in Software-as-a-Service," IRTG 1792 Discussion Papers 2019-005, Humboldt University of Berlin, International Research Training Group 1792 "High Dimensional Nonstationary Time Series".
    8. Ana León-Gómez & José Manuel Santos-Jaén & Daniel Ruiz-Palomo & Mercedes Palacios-Manzano, 2022. "Disentangling the impact of ICT adoption on SMEs performance: the mediating roles of corporate social responsibility and innovation," Oeconomia Copernicana, Institute of Economic Research, vol. 13(3), pages 831-866, September.
    9. Maggie Chuoyan Dong & Yulin Fang & Detmar W. Straub, 2017. "The Impact of Institutional Distance on the Joint Performance of Collaborating Firms: The Role of Adaptive Interorganizational Systems," Information Systems Research, INFORMS, vol. 28(2), pages 309-331, June.
    10. Monideepa Tarafdar & Sufian Qrunfleh, 2017. "Agile supply chain strategy and supply chain performance: complementary roles of supply chain practices and information systems capability for agility," International Journal of Production Research, Taylor & Francis Journals, vol. 55(4), pages 925-938, February.
    11. Muhammad Irfan & Mingzheng Wang & Naeem Akhtar, 2019. "Impact of IT capabilities on supply chain capabilities and organizational agility: a dynamic capability view," Operations Management Research, Springer, vol. 12(3), pages 113-128, December.
    12. Hao Ren & Rongrong Wang & Suopeng Zhang & An Zhang, 2017. "How Do Internet Enterprises Obtain Sustainable Development of Organizational Ecology? A Case Study of LeEco Using Institutional Logic Theory," Sustainability, MDPI, vol. 9(8), pages 1-21, August.
    13. Mírian Oliveira & Kaytson Hartung & Marcelo Wendling, 2010. "Outsourcing And Offshore: An Analysis Of The Academic Literature," Portuguese Journal of Management Studies, ISEG, Universidade de Lisboa, vol. 0(2), pages 215-234.
    14. Banal-Estanol, Albert & Seldeslachts, Jo & Vives, Xavier, 2022. "Ownership Diversification and Product Market Pricing Incentives," CEPR Discussion Papers 17686, C.E.P.R. Discussion Papers.
    15. Vincent K.K. Leung & Marco Chi Keung Lau & Zhe Zhang & Flora F. Gu, 2015. "Explorative versus exploitative alliances: evidence from the glass industry in China," Journal of Chinese Economic and Business Studies, Taylor & Francis Journals, vol. 13(2), pages 127-146, May.
    16. Ravi Raj Dangi & Amol Adkonkar & Pooja Arora & Anand Sharma, 2023. "Impact of Information, Technology Infrastructure, Inventory Management and Demand on the Overall Performance of the Pharmaceutical Supply Chain," Paradigm, , vol. 27(2), pages 211-228, December.
    17. Manish Mohan Baral & Amitabh Verma, 2021. "Cloud Computing Adoption for Healthcare: An Empirical Study Using SEM Approach," FIIB Business Review, , vol. 10(3), pages 255-275, September.
    18. Chi, Maomao & Wang, Weijun & Lu, Xinyuan & George, Joey F., 2018. "Antecedents and outcomes of collaborative innovation capabilities on the platform collaboration environment," International Journal of Information Management, Elsevier, vol. 43(C), pages 273-283.
    19. Euripidis Loukis & Spyros Arvanitis & Niki Kyriakou, 2017. "An empirical investigation of the effects of firm characteristics on the propensity to adopt cloud computing," Information Systems and e-Business Management, Springer, vol. 15(4), pages 963-988, November.
    20. Liu, Sen & Chan, Felix T.S. & Yang, Junai & Niu, Ben, 2018. "Understanding the effect of cloud computing on organizational agility: An empirical examination," International Journal of Information Management, Elsevier, vol. 43(C), pages 98-111.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:34:y:2014:i:7:p:645-658. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.