TY - JOUR T1 - Quality-Based Co-Value in SaaS Business Relationships JF - Open Source Business Resource Y1 - 2011 A1 - Xian Chen A1 - Paul Sorenson AB - In 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. PB - Talent First Network CY - Ottawa UR - http://timreview.ca/article/428 IS - March 2011 U1 - University of Alberta Xian Chen received his Ph.D degree in Department of Computing Science, University of Alberta, in 2010. He focuses his research interest on Service-Oriented Architecture (SOA), Cloud Computing, Software-as-a-Service (SaaS), Software Process Management, etc. His Ph.D thesis poses the problem of developing a service quality based evaluation model in SaaS that incorporates business relationship between service provider and service customer. The model can be used to assess service quality and improve decision making related to the adoption of SaaS systems. U2 - University of Alberta Paul Sorenson is Professor Emeritus of Computing Science at the University of Alberta. He previously held several academic positions at the University of Saskatchewan (Professor and Head) and the University of Alberta (Professor, Chair of Computing Science, Assoc. VP (Research) and Vice-Provost (Information Technology)). He teaches courses and has research interests in software engineering and the management and delivery of software service systems. He co-authored books in data structures and compiler design and he co-founded two start-up companies: Avra Software Lab and Onware Systems. He is co-author on more than one hundred journal and conference papers and has served on the Boards of a large number of research institutes and centres. ER -