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

Shih-Wei Chou, Yu-Chieh Chang and Pi-Hui Hsieh

The Service Industries Journal, 2014, vol. 34, issue 7, 645-658

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.

Date: 2014
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DOI: 10.1080/02642069.2014.886188

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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