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Service quality in Software-As-A-Service: Developing the SaaS-QUAL measure and examining its role in usage continuance

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  • Benlian, Alexander
  • Koufaris, M.
  • Hess, Thomas

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  • 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).
    • Handle: RePEc:dar:wpaper:58027
    Note: for complete metadata visit http://tubiblio.ulb.tu-darmstadt.de/58027/
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    Cited by:

    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. Manuel Trenz & Jan Huntgeburth & Daniel Veit, 2019. "How to Succeed with Cloud Services?," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 61(2), pages 181-194, April.
    3. 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.
    4. 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.
    5. 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.
    6. 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.
    7. Souha Al-Geitany & Hasan Yousef Aljuhmani & Okechukwu Lawrence Emeagwali & Elsie Nasr, 2023. "Consumer Behavior in the Post-COVID-19 Era: The Impact of Perceived Interactivity on Behavioral Intention in the Context of Virtual Conferences," Sustainability, MDPI, vol. 15(11), pages 1-23, May.
    8. 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".
    9. Abhijit Dutt & Hemant Jain & Sanjeev Kumar, 2018. "Providing Software as a Service: a design decision(s) model," Information Systems and e-Business Management, Springer, vol. 16(2), pages 327-356, May.
    10. Sangjae Lee & Byung Gon Kim, 2020. "The Impact of Individual Motivations and Social Capital on the Continuous Usage Intention of Mobile Social Apps," Sustainability, MDPI, vol. 12(20), pages 1-30, October.
    11. Elias Baumann & Jana Kern & Stefan Lessmann, 2022. "Usage Continuance in Software-as-a-Service," Information Systems Frontiers, Springer, vol. 24(1), pages 149-176, February.
    12. Huang, Kerry & Wang, Kedi & Lee, Peter K.C. & Yeung, Andy C.L., 2023. "The impact of industry 4.0 on supply chain capability and supply chain resilience: A dynamic resource-based view," International Journal of Production Economics, Elsevier, vol. 262(C).

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