The Role of SaaS Service Quality for Continued SaaS Use: Empirical Insights from SaaS Using Firms.
Alexander BenlianMarios KoufarisThomas HessPublished in: ICIS (2010)
Keyphrases
- incident management
- service quality
- cloud computing
- service providers
- multi tenant
- customer satisfaction
- end users
- electronic commerce
- competitive advantage
- reference architecture
- situation awareness
- information technology
- information systems
- competitive environment
- real time
- information technology infrastructure
- data management
- quality of service
- decision making
- cloud services
- user satisfaction
- social networks