Abstract
The formation of clients'satisfaction in software-as-a-service (SaaS) remains unclear. Building on the relational view and outsourcing literature, this study develops a theoretical model to explain the relationships between SaaS satisfaction, relational value, and IS capabilities. Relational values are characterized as task-based value and governance-based value. IS capabilities include IS integration and IS coordination. The proposed model and hypotheses are supported by the empirical data from 255 firms. The results show that clients'satisfaction is influenced by both task-based value and governance-based value, which, in turn, are affected by IS capabilities. Finally, we discuss the implications of our findings.
| Original language | English |
|---|---|
| Publication status | Published - 2013 Jan 1 |
| Event | 17th Pacific Asia Conference on Information Systems, PACIS 2013 - Jeju Island, Korea, Republic of Duration: 2013 Jun 18 → 2013 Jun 22 |
Other
| Other | 17th Pacific Asia Conference on Information Systems, PACIS 2013 |
|---|---|
| Country/Territory | Korea, Republic of |
| City | Jeju Island |
| Period | 13-06-18 → 13-06-22 |
All Science Journal Classification (ASJC) codes
- Information Systems