01444nas a2200133   4500008004100000022001400041245005800055210005600113260004200169520102900211100001501240700001901255856003601274       2011                        eng d  a1913-610200aQuality-Based Co-Value in SaaS Business Relationships0 aQualityBased CoValue in SaaS Business Relationships  aOttawabTalent First Networkc03/20113 aIn the past decade, the focus of information technology (IT) development has been on service-oriented architecture, especially the new service delivery model, Software-as-a-Service (SaaS). Accordingly, interest in quality management in the planning and operation of SaaS systems has increased tremendously. In practice, it is necessary to take into greater account the nature of service quality shared by both service provider and customer in the SaaS delivery.

This paper introduces a study on a theory that integrates the service quality and value co-creation (co-value) in the SaaS business relationships between service provider and customer. The theory is established, in part, based on the results of a survey of Chief Information Officers (CIOs) that shows a strong correspondence between the service quality required or desired by a client and the business relationship needed between SaaS clients and providers. We have used the theory as the foundation for an approach and tool for evaluating SaaS applications.1 aChen, Xian1 aSorenson, Paul  uhttp://timreview.ca/article/428