The influence of customer involvement and engagement on co-creation of services, satisfaction, and loyalty: The case of Software as a Service

Software as a digital product has been shown to improve companies’ performance and efficiency. One product that is now at the core of many businesses is Software as a Service (SaaS). By utilizing cloud computing platforms, SaaS is a method of providing applications as a service. SaaS applications have unique characteristics that can be customized to meet customers’ needs. Hence, SaaS has become suitable for companies of all types and sizes, including small- and medium-sized enterprises. The purpose of this study is to examine the effect of customer involvement on the development of SaaS applications and the impact of customer engagement on the co-creation of services, satisfaction, and loyalty, with the co-creation level used as a moderating variable. Data were collected from responses to an online questionnaire by 282 users of a SaaS application in Indonesia who were the decision-makers of the selected SaaS provider. The data were then analyzed using structural equation modeling. The results show that customer involvement in developing SaaS applications significantly positively affects the co-creation of services, satisfaction, and loyalty (t-value > 1.645). Moreover, the level of co-creation was proven to strengthen the impact of customer involvement on the co-creation of services with an interaction Standardize Loading Factor (SLF) path of 1.36. Hence, the findings indicate that higher customer involvement promotes collaborative activities with service providers, and the optimum level of co-creation raises customer satisfaction

From START to Finish: Lessons From the Wallace Foundation's Work With State Arts Agencies

Provides a history of Wallace's State Arts Partnerships for Cultural Participation initiative, assesses its accomplishments and shortcomings, and draws lessons. Concludes that START helped most grantee agencies place more emphasis on arts participation

Revealing the Vicious Circle of Disengaged User Acceptance: A SaaS Provider's Perspective

User acceptance tests (UAT) are an integral part of many different software engineering methodologies. In this paper, we examine the influence of UATs on the relationship between users and Software-as-a-Service (SaaS) applications, which are continuously delivered rather than rolled out during a one-off signoff process. Based on an exploratory qualitative field study at a multinational SaaS provider in Denmark, we show that UATs often address the wrong problem in that positive user acceptance may actually indicate a negative user experience. Hence, SaaS providers should be careful not to rest on what we term disengaged user acceptance. Instead, we outline an approach that purposefully queries users for ambivalent emotions that evoke constructive criticism, in order to facilitate a discourse that favors the continuous innovation of a SaaS system. We discuss theoretical and practical implications of our approach for the study of user engagement in testing SaaS applications

Challenges for the comprehensive management of cloud services in a PaaS framework

The 4CaaSt project aims at developing a PaaS framework that enables flexible definition, marketing, deployment and management of Cloud-based services and applications. The major innovations proposed by 4CaaSt are the blueprint and its lifecycle management, a one stop shop for Cloud services and a PaaS level resource management featuring elasticity. 4CaaSt also provides a portfolio of ready to use Cloud native services and Cloud-aware immigrant technologies

Cloud based testing of business applications and web services

This paper deals with testing of applications based on the principles of cloud computing. It is aimed to describe options of testing business software in clouds (cloud testing). It identifies the needs for cloud testing tools including multi-layer testing; service level agreement (SLA) based testing, large scale simulation, and on-demand test environment. In a cloud-based model, ICT services are distributed and accessed over networks such as intranet or internet, which offer large data centers deliver on demand, resources as a service, eliminating the need for investments in specific hardware, software, or on data center infrastructure. Businesses can apply those new technologies in the contest of intellectual capital management to lower the cost and increase competitiveness and also earnings. Based on comparison of the testing tools and techniques, the paper further investigates future trend of cloud based testing tools research and development. It is also important to say that this comparison and classification of testing tools describes a new area and it has not yet been done

SMiT: Local System Administration Across Disparate Environments Utilizing the Cloud

System administration can be tedious. Most IT departments maintain several (if not several hundred) computers, each of which requires periodic housecleaning: updating of software, clearing of log files, removing old cache files, etc. Compounding the problem is the computing environment itself. Because of the distributed nature of these computers, system administration time is often consumed in repetitive tasks that should be automated. Although current system administration tools exist, they are often centralized, unscalable, unintuitive, or inflexible. To meet the needs of system administrators and IT professionals, we developed the Script Management Tool (SMiT). SMiT is a web-based tool that permits administration of distributed computers from virtually anywhere via a common web browser. SMiT consists of a cloud-based server running on Google App Engine enabling users to intuitively create, manage, and deploy administration scripts. To support local execution of scripts, SMiT provides an execution engine that runs on the organization’s local machines and communicates with the server to fetch scripts, execute them, and deliver results back to the server. Because of its distributed asynchronous architecture SMiT is scalable to thousands of machines. SMiT is also extensible to a wide variety of system administration tasks via its plugin architecture

Digital curation and the cloud

Digital curation involves a wide range of activities, many of which could benefit from cloud deployment to a greater or lesser extent. These range from infrequent, resource-intensive tasks which benefit from the ability to rapidly provision resources to day-to-day collaborative activities which can be facilitated by networked cloud services. Associated benefits are offset by risks such as loss of data or service level, legal and governance incompatibilities and transfer bottlenecks. There is considerable variability across both risks and benefits according to the service and deployment models being adopted and the context in which activities are performed. Some risks, such as legal liabilities, are mitigated by the use of alternative, e.g., private cloud models, but this is typically at the expense of benefits such as resource elasticity and economies of scale. Infrastructure as a Service model may provide a basis on which more specialised software services may be provided. There is considerable work to be done in helping institutions understand the cloud and its associated costs, risks and benefits, and how these compare to their current working methods, in order that the most beneficial uses of cloud technologies may be identified. Specific proposals, echoing recent work coordinated by EPSRC and JISC are the development of advisory, costing and brokering services to facilitate appropriate cloud deployments, the exploration of opportunities for certifying or accrediting cloud preservation providers, and the targeted publicity of outputs from pilot studies to the full range of stakeholders within the curation lifecycle, including data creators and owners, repositories, institutional IT support professionals and senior manager