Drivers of customer satisfaction for software products: implications for design and service support

Measuring Process Consistency: Implications for Reducing Software Defects

IEEE Transactions on Software Engineering

An estimation of the decision models of senior IS managers when evaluating the external quality of organizational software

Journal of Systems and Software

Determinants of service quality in software: an empirical analysis

CASCON '95 Proceedings of the 1995 conference of the Centre for Advanced Studies on Collaborative research

Software processes and project performance

Journal of Management Information Systems - Special section: Information technology and its organizational impact

Software Editions: An Application of Segmentation Theory to the Packaged Software Market

Journal of Management Information Systems

High tech, high touch: The effect of employee skills and customer heterogeneity on customer satisfaction with enterprise system support services

Decision Support Systems

Two-level model of customer retention in the US mobile telecommunications service market

Telecommunications Policy

Quality function deployment: a comprehensive literature review

International Journal of Data Analysis Techniques and Strategies

The Impact of Service Operations Failures on Customer Satisfaction: Evidence on How Failures and Their Source Affect What Matters to Customers

Manufacturing & Service Operations Management

A fuzzy regression and optimization approach for setting target levels in software quality function deployment

Software Quality Control

Drivers of B2B Software Purchase Decisions

Proceedings of the 2010 conference on Bridging the Socio-technical Gap in Decision Support Systems: Challenges for the Next Decade

Understanding the service component of application service provision: empirical analysis of satisfaction with ASP services

MIS Quarterly

The effect of pre- and post-service performance on consumer evaluation of online retailers

Decision Support Systems

Hospital information systems: Measuring end user computing satisfaction (EUCS)

Journal of Biomedical Informatics

Leveraging digital technologies: how information quality leads to localized capabilities and customer service performance

MIS Quarterly

Vendors' incentives to invest in software quality in enterprise systems

Decision Support Systems

Students' evaluation of learning management systems in the personal computer and smartphone computing environments

International Journal of Mobile Communications