Software bugs discovered by end-users are inevitable consequences of a vendor�s lack of testing.While they frequently result in costly\nsystem failures, one way to detect and prevent them is to engage the customer in acceptance testing during the release process. Yet,\nthere is a considerable lack of empirical studies examining releasemanagement fromend-users� perspective. To address this gap, we\npropose and empirically test a release framework that positions the customer release manager in the center of the release process.\nUsing a participatory action research strategy, a twenty-seven-month study was conducted to evaluate and improve the effectiveness\nof the framework through seven major and 39 minor releases.
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