I.-Hua Hung

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The formation of clients'satisfaction in software-as-a-service (SaaS) remains unclear. Building on the relational view and outsourcing literature, this study develops a theoretical model to explain the relationships between SaaS satisfaction, relational value, and IS capabilities. Relational values are characterized as task-based value and governance-based(More)
The formation of a client firm's commitment to a business process outsourcing (BPO) remains unclear. To address this gap, this study uses trust-commitment theory and the relational view to explain how the benefits from the service provider's capabilities motivate a client firm's commitment. These capabilities are conceptualized as the service provider's(More)
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