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

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  • 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
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    References listed on IDEAS

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    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.

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