Success Factors in Service Offers: A Case Study in Start-Up ERP to E-Commerce on the Cloud Computing Model

The new web-based technologies and the provision of resources which can be provided as a service, in an environment of cloud computing has been considered areas of expertise in service science. This article analyzes the importance of performance aspects in a start-up developer and supplier of ERP (enterprise resource planning) for e-commerce operations, as well their origins and trade-offs. The evaluation was performed by quantitative and exploratory research. The aim was to analyze how the customers of a technology company, organized into two categories (medium and small), recognize the importance of performance aspects in services. The results show that the medium customer is not yet clear which aspects are most important for their business and the small attach greater importance to "care".