Skip to main content
SpringerLink
Log in
Book cover

Trusted Cloud Computing pp 109–124Cite as

Quality Analysis Approaches for Cloud Services - Towards a Framework along the Customer’s Activity Cycle

  • Chapter
  • First Online:

Abstract

This literature review synthesizes the existing research on approaches to the quality analysis of cloud services by investigating 27 relevant sources in detail. Furthermore, the sources are discussed alongside the three dimensions of service quality and the customer’s activity cycle: the pre-purchase, purchase and postpurchase phases. This work reveals multiple quality analysis approaches that focus either on spe-cific quality aspects or on a specific step in the activity cycle. Only few approach-es could be identified that actively support customers throughout all phases of their quality analysis work and fully cover the dimensions of service quality. However, because approaches for specific dimensions or phases are far more de-tailed and offer a greater ability to be tailored to challenges in the cloud service ecosystem, we call for further research towards integrating them along the cus-tomer’s perspective. Furthermore, empirical studies investigating the challenges faced by organizations in analyzing the quality of cloud services are required to enable the mapping of the long list of literature-based findings presented in this paper and most gnawing questions of organizations in the field.

This is a preview of subscription content, log in via an institution.

Chapter
USD   29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD   39.99
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD   54.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book
USD   54.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Learn about institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. KPMG (2013) Cloud Monitor 2013. KPMG & BITKOM, D¨usseldorf, Germany

    Google Scholar 

  2. Johnston WJ, Bonoma TV (1981) The Buying Center: Structure and Interaction Patterns. Journal of Marketing 45 (3):143-156

    Google Scholar 

  3. Osmonbekov T, Bello DC, Gilliland DI (2002) Adoption of electronic commerce tools in business procurement: enhanced buying center structure and processes. Journal of Business & Industrial Marketing 17 (2/3):151-166

    Google Scholar 

  4. Mell P, Grance T (2010) The NIST Definition of Cloud Computing. Communications of the ACM 53 (6):50-50

    Google Scholar 

  5. NIST (2011) The NIST Definition of Cloud Computing - Recommendations of the National Institute of Standards and Technology - Special Publication 800-145 122 Jan Wollersheim and Helmut Krcmar

    Google Scholar 

  6. Hoberg P, Wollersheim J, Krcmar H (2012) The Business Perspective on Cloud Computing - A Literature Review of Research on Cloud Computing. Paper presented at the 18th Americas Conference on Information Systems (AMCIS), Seattle, USA

    Google Scholar 

  7. Wollersheim J, Hoberg P, Krcmar H (2013) PROCUREMENT OF CLOUD SERVICES: SEVEN PRINCIPLES TO SUCCESS. Paper presented at the 13th International Research Symposium on Service Excellence in Management (QUIS), Karlstad, Sweden

    Google Scholar 

  8. Wollersheim J, Krcmar H (2013) Purchasing processes for cloud services - An exploratory study of process influencing factors. Paper presented at the 22nd Annual IPSERA Conference, Nantes, France

    Google Scholar 

  9. Wollersheim J, Konstantinidis C, Krcmar H (2012) Sicherheitskriterien bei der Auswahl von ERP-Systemen. ERP-Management 8 (3):50-52

    Google Scholar 

  10. Gr¨onroos C (2007) Service Management and Marketing: Customer Management in Service Competition. 3 edn. John Wiley & Sons, Chichester, Great Britain

    Google Scholar 

  11. Gr¨onroos C (2011) In The Marketplace There Is Only Service - Facilitating Customers’ Value Creation. Paper presented at the 19th European Conference on Information Systems (ECIS), Helsinki, Sweden

    Google Scholar 

  12. Gr¨onroos C (1984) A service quality model and its marketing implications. European journal of marketing 18 (4):36-44

    Google Scholar 

  13. VanWeele AJ (2005) Purchasing and Supply Chain Management: Analysis - Strategy – Planning and Practice. Thomson Learning, London, Great Britain

    Google Scholar 

  14. Heckman RL (1999) Managing the IT Procurement Process. Information Systems Management 16 (1):61-71

    Google Scholar 

  15. McQueen R, Teh R (2000) Insight into the Acquisition Process for Enterprise Resource Planning Software Derived from Four Case Studies. Paper presented at the Pacific Asia Conference on Information Systems (PACIS), Hong Kong, China

    Google Scholar 

  16. Verville J, Halingten A (2003) A six-stage model of the buying process for ERP software. Industrial Marketing Management 32 (7):585-594

    Google Scholar 

  17. Damsgaard J, Karlsbjerg J (2010) Seven principles for selecting software packages. Communications of the ACM 53 (8):63-71

    Google Scholar 

  18. Cooper HM (1988) Organizing knowledge syntheses: A taxonomy of literature reviews. Knowledge in Society 1 (1):104-126

    Google Scholar 

  19. vom Brocke J, Simons A, Niehaves B, Riemer K (2009) Reconstructing the Giant: On the Importance of Rigour in Documenting the Literature Search Process. Paper presented at the 17th European conference on Information Systems (ECIS), Verona, Italy

    Google Scholar 

  20. Torraco RJ (2005) Writing Integrative Literature Reviews: Guidelines and Examples. Human Resource Development Review 4 (3):356–367

    Google Scholar 

  21. Beimborn D, Miletzki T, Wenzel S (2011) Platform as a Service (PaaS). Wirtschaftsinformatik 53 (6):371-375

    Google Scholar 

  22. Clemons EK, Chen Y (2011) Making the Decision to Contract for Cloud Services: Managing the Risk of an Extreme Form of IT Outsourcing. Paper presented at the 44th Hawaii International Conference on System Sciences (HICSS), Waikoloa, USA

    Google Scholar 

  23. Hay B, Nance K, Bishop M (2011) Storm Clouds Rising: Security Challenges for IaaS Cloud Computing. Paper presented at the 44th Hawaii International Conference on System Sciences (HICSS), Waikoloa, USA

    Google Scholar 

  24. JansenWA (2011) Cloud Hooks: Security and Privacy Issues in Cloud Computing. Paper presented at the 44th Hawaii International Conference on System Sciences (HICSS), Waikoloa, USA

    Google Scholar 

  25. Koehler P, Anandasivam A, Dan M (2010) Cloud Services from a Consumer Perspective. Paper presented at the 16th Americas Conference on Information Systems (AMCIS), Lima, Peru

    Google Scholar 

  26. Martens B, Teuteberg F (2011) Risk and compliance management for cloud computing services: Designing a reference model. Paper presented at the 17th Americas Conference on Information Systems (AMCIS), Detroit, USA 7 Quality Analysis Approaches for Cloud Services 123

    Google Scholar 

  27. Zainuddin E, Gonzalez P (2011) Configurability, Maturity, and Value Co-creation in SaaS: vAn Exploratory Case Study. Paper presented at the International Conference on Information Systems (ICIS), Shanghai, China

    Google Scholar 

  28. Benlian A, Koufaris M, Hess T (2011) Service Quality in Software-as-a-Service: Developing the SaaS-QUAL Measure and Examining Its Role in Usage Continuance. Journal of Management Information Systems (JMIS) 28 (3):85–126

    Google Scholar 

  29. CSA (2009) Security Guidance for Critical Areas of Focus in Cloud Computing V2.1. Cloud Security Alliance - CSA, Seattle, USA

    Google Scholar 

  30. ENISA (2009) Cloud Computing - Benefits, risks and recommendations for information security. European Network and Information Security Agency

    Google Scholar 

  31. ENISA (2012) Procure Secure: A guide to monitoring of security service levels in cloud contracts. European Network and Information Security Agency

    Google Scholar 

  32. ISO/IEC 25010 (2011) Systems and software engineering - Systems and software Quality Requirements and Evaluation (SQuaRE)

    Google Scholar 

  33. Martens B, Teuteberg F, Gr¨auler M (2011) Design and Implementation of a Community Platform for the Evaluation and Selection of Cloud Computing Services: A Market Analysis. Paper presented at the 19th European Conference on Information Systems (ECIS), Helsinki, Finland

    Google Scholar 

  34. Prodan R, Ostermann S (2009) A survey and taxonomy of infrastructure as a service and web hosting cloud providers. Paper presented at the 10th IEEE/ACM International Conference on Grid Computing, Banff, Canada

    Google Scholar 

  35. Repschlaeger J,Wind S, Zarnekow R, Turowski K (2011) Developing a cloud provider selection model. Paper presented at the Enterprise modelling and information systems architectures (EMISA), Hamburg, Germany

    Google Scholar 

  36. Repschlaeger J, Wind S, Zarnekow R Klassifikationsrahmen f¨ur die Anbieterauswahl in der Cloud. In: Jahrestagung der Gesellschaft f¨ur Informatik / Workshop: Neue Aspekte der zwischenbetrieblichen Integration durch Enterprise 2.0 (IOS 2.0), Berlin, Germany, 2011

    Google Scholar 

  37. Repschlaeger J, Wind S, Zarnekow R, Turowski K (2012) Selection Criteria for Software as a Service: An Explorative Analysis of Provider Requirements. Paper presented at the 18th Americas Conference on Information Systems (AMCIS), Seattle, USA

    Google Scholar 

  38. Repschlaeger J, Wind S, Zarnekow R, Turowski K (2013) Decision Model for Selecting a Cloud Provider: A Study of Service Model Decision Priorities. Paper presented at the 19th Americas Conference on Information Systems (AMCIS), Chicago, USA

    Google Scholar 

  39. Rimal BP, Choi E, Lumb I (2009) A Taxonomy and Survey of Cloud Computing Systems. Paper presented at the 5th International Joint Conference on INC, IMS and IDC, Seoul, South Korea

    Google Scholar 

  40. BITKOM (2010) Cloud Computing – Was Entscheider wissen m¨ussen. BITKOM, Berlin, Germany

    Google Scholar 

  41. BSI (2012) Eckpunktepapier - Sicherheitsempfehlungen f¨ur Cloud Computing Anbieter - Mindestanforderungen in der Informationssicherheit. Bundesamtes f¨ur Sicherheit in der Informationstechnik - BSI, Bonn, Germany

    Google Scholar 

  42. CSA (2011) Cloud Controls Matrix. Cloud Security Alliance - CSA. https://cloudsecurityalliance.org/research/ccm/. 17. Sept. 2012

  43. Eichler F (2010) Entwicklung eines Kriterienkatalogs zur Analyse von Qualit¨atsbewertungsmethoden f¨ur IT-Services. Otto-von-Guericke-Universit¨at Magdeburg, Magdeburg, Germany

    Google Scholar 

  44. EuroCloud (2010) Leitfaden Cloud Computing - Recht, Datenschutz & Compliance. Euro- Cloud Deutschland eco e.V., K¨oln, Germany

    Google Scholar 

  45. Gronau N (2012) Handbuch der ERP Auswahl. Gito, Berlin, Germany

    Google Scholar 

  46. Siegel J, Perdue J (2012) Cloud Services Measures for Global Use: The Service Measurement Index (SMI). Paper presented at the Service Research and Innovation Institute (SRII) Global Conference, San Jose, USA

    Google Scholar 

  47. SMI (2011) Service Measurement Index 1.0. vol 1.0. Carnegie Mellon University Silicon Valley, Moffet Field, USA 124 Jan Wollersheim and Helmut Krcmar

    Google Scholar 

  48. Parasuraman A, Zeithaml VA, Berry LL (1988) SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing 64 (1):12-40

    Google Scholar 

  49. Kettinger WJ, Lee CC (2005) Zones Of Tolerance: Alternative Scales For Measuring Information Systems Service Quality. MIS Quarterly 29 (4):607-623

    Google Scholar 

  50. Vandermerwe S (1993) Jumping into the customer’s activity cycle: A new role for customer services in the 1990s. The Columbia Journal of World Business 28 (2):46-65

    Google Scholar 

  51. Piccoli G, Spalding BR, Ives B (2001) A framework for improving customer service through information technology. Cornell Hotel and Restaurant Administration Quarterly 42 (3):38-45

    Google Scholar 

  52. Ives B, Willinger T (1999) To Dell or be Delled: A Leading Edge View of Electronic Commerce. ISRC Notes - September 1999. University of Houston, Houston, USA

    Google Scholar 

  53. Gr¨onroos C (1983) Strategic management and marketing in the service sector. Marketing Science Institute, Cambridge, USA

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Fortiss GmbH, München, Germany

    Jan Wollersheim

  2. Technische Universität München, München, Germany

    Helmut Krcmar

Authors
  1. Jan Wollersheim
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Helmut Krcmar
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Jan Wollersheim .

Editor information

Editors and Affiliations

  1. Technische Universität München, fortiss - An-Institut Technische Universität München, Munich, Germany

    Helmut Krcmar

  2. Karlsruhe Institute of Technology, FZI - Forschungszentrum Informatik am KIT, Karlsruhe, Germany

    Ralf Reussner

  3. RWTH Aachen, RIT - Rumpe Information Technologies, Aachen, Germany

    Bernhard Rumpe

Rights and permissions

Reprints and permissions

Copyright information

© 2014 Springer International Publishing Switzerland

About this chapter

Cite this chapter

Wollersheim, J., Krcmar, H. (2014). Quality Analysis Approaches for Cloud Services - Towards a Framework along the Customer’s Activity Cycle. In: Krcmar, H., Reussner, R., Rumpe, B. (eds) Trusted Cloud Computing. Springer, Cham. https://doi.org/10.1007/978-3-319-12718-7_7

Download citation

  • DOI: https://doi.org/10.1007/978-3-319-12718-7_7

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-12717-0

  • Online ISBN: 978-3-319-12718-7

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation