Journal article

Impact of Service Value on Satisfaction and Repurchase Intentions in Business-to-Business Cloud Computing

Roland S Padilla, Simon K Milton, Lester W Johnson, Munyaradzi W Nyadzayo

SERVICE SCIENCE | INFORMS | Published : 2017

Abstract

Businesses are starting to use several cloud computing services, but we do not know much about how these business-to-business (B2B) customers view the service value that they receive from these services. Service value in the business-to-consumer (B2C) literature has been seen to be made up of four components, all shown to relate to the customer's satisfaction and intention to repurchase. In this current paper, we examine whether these same four components can be used in a model explaining satisfaction and repurchase intention for B2B cloud computing services. We describe a two-step research project consisting of (1) a set of exploratory interviews and (2) a questionnaire survey of 328 inform..

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