Components of service value in business-to-business Cloud Computing

Abstract

Cloud computing services are used in many businesses. However, little is known about the components of service value in B2B cloud computing services from a customer perspective. In the B2C service literature, service value has four components: customer perceptions of the quality, equity, benefits, and sacrifices for the delivered service. The purpose of this research is to determine whether the components from an established B2C model applies to B2B cloud computing services. We followed a qualitative approach and interviewed twenty-one managers responsible for handling cloud computing services and for the decision to repurchase services. The interviews were then analysed to determine whether..