Dynamic quality decisions of software-as-a-service providers based on customer perception
作者：
Highlights：
• A unique optimal quality policy and the optimal initial quality exist for the SaaS provider.
• The SaaS provider has a constrained opportunistic behavior, which makes the quality decisions transiently fluctuating.
• Customers’ expectations on quality improvement work positively on a SaaS provider’s dynamic quality decisions.
• The value of dynamic pricing adjustment is limited, but it is high when choosing an inappropriate initial actual quality.
• The SaaS provider should set a high initial quality when customer perception is uncertain.
摘要
•A unique optimal quality policy and the optimal initial quality exist for the SaaS provider.•The SaaS provider has a constrained opportunistic behavior, which makes the quality decisions transiently fluctuating.•Customers’ expectations on quality improvement work positively on a SaaS provider’s dynamic quality decisions.•The value of dynamic pricing adjustment is limited, but it is high when choosing an inappropriate initial actual quality.•The SaaS provider should set a high initial quality when customer perception is uncertain.
论文关键词：SaaS,Customer perception,Quality sensitive demand,Dynamic programming
论文评审过程：Received 21 May 2013, Revised 21 December 2013, Accepted 23 December 2013, Available online 4 January 2014.
论文官网地址：https://doi.org/10.1016/j.elerap.2013.12.001
