Quality, as it relates to the client/service-provider area of information systems and software engineering, is discussed in this paper. According to the authors, this type of quality has in two dimensions. One dimension is functional quality, discussed previously in the literature, which is standard product quality, including satisfaction of needs and absence of defects. The other dimension, added by the authors, is relationship quality. Some prior work in this area is noted in one item in this paper’s reference section, but this paper is nevertheless written like the identification is new. The authors’ point of view on relationship quality may well be.

The title of the paper implies that relationship quality is undervalued in the software engineering and information systems industry. The truth of this assertion is for the reader to determine. No specific argument for that conclusion is given in the paper. The paper does, however, argue effectively for the importance of relationship quality.

In their conclusion, Russell and Chatterjee call for further investigation into quantitative models, more formality in determining the relationship needs of client constituencies, more formal process descriptions in the delivery of those needs, the creating of more tools for measuring and inspecting relationship quality, and the development of relationship measurement tools geared to project life cycles.

This paper is seminal. It could be a source of first ideas for research projects in the client/service-provider industry. The authors had at least that outcome as a goal, and that goal is met.