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Benlian, Alexander and Koufaris, M. and Hess, Thomas (2011):
Service quality in Software-As-A-Service: Developing the SaaS-QUAL measure and examining its role in usage continuance.
In: Journal of Management Information Systems, pp. 85-126, 28, (3), [Article]

Benlian, Alexander and Koufaris, M. and Hess, Thomas (2010):
The Role of SaaS Service Quality for Continued SaaS Use: Empirical Insights from SaaS Using Firms.
In: Proceedings of the 31st International Conference on Information Systems (ICIS 2010), St. Louis, USA, [Conference or Workshop Item]

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