Benlian, Alexander ; Koufaris, M. ; 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, 28 (3), pp. 85-126. [Article]

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