HOW PROFESSIONAL SERVICES IN SOFTWARE AND SAAS COMPANIES CAN INFLUENCE PURCHASE INTENTIONALITY OF CUSTOMERS VIA HIGH QUALITY OF SERVICE: A PRAGMATIC FRAMEWORK

Abstract

Understanding how Professional Services can accelerate the Revenue of the company, including the
Revenue from software licenses, is one of the most impactful and relevant challenges that leaders face.
Service Quality has been proven to be a very powerful mechanism for influencing purchase and repurchase
intentionality and the most common models for Service Quality have been existing for decades.
Recent research on the impact of the complexity of the measuring mechanisms of these models highlight
how this complexity can negatively affect the quality of the data gathered, compromising the
effectiveness of the insight revealed by these models.
Today, Professional Services leaders need simpler models that provide accurate data so that they can
make the right decisions that accelerate the Revenue of their companies.
This research reveals a new simplified and accurate model, SIMPSERVPERF, that Professional
Services leaders can use to transform their organisation into a machine capable of significantly
influencing the Revenue from both from Professional Services itself and software licenses.