Quality analysis approaches for cloud services - Towards a framework along customer's activity cycle

This literature review synthesizes the existing research on quality analysis approaches for cloud services by investigating 25 relevant sources in detail. Further, it integrates thee approaches along the dimensions of service quality and along the customer?s activity cycle, being the pre-purchase, pur-chase and post-purchase phase. This work reveals multiple quality analysis approaches which focus either on specific quality aspects or on a specific step in the activity cycle. Only one ap-proach could be identified which actively supports customers throughout all phases of their quality analysis work and fully covers the dimensions of service quality. However, as approaches for specific areas are far more detailed and tai-lored to challenges in the cloud service ecosystem, we call for further research towards integrating them along the customer?s activity cycle. Further, empirical studies investigating customers? requirements towards guidance on quality analysis could not be found in the literature.     «

This literature review synthesizes the existing research on quality analysis approaches for cloud services by investigating 25 relevant sources in detail. Further, it integrates thee approaches along the dimensions of service quality and along the customer?s activity cycle, being the pre-purchase, pur-chase and post-purchase phase. This work reveals multiple quality analysis approaches which focus either on specific quality aspects or on a specific step in the activity cycle. Only one ap-proach...     »