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Nowadays, there is a large diffusion of open and dynamic cooperative architectures that are based on services (SOA). In general, a customer is not only interested in service functionalities, but also in its quality (i.e. performance, cost, reliability, security and so on). In this scenario, models, techniques and tools supporting the effective selection of the service that provides the better quality are needed. In this paper, we propose an evaluation framework that includes a flexible quality meta-model for formalizing Customer and Provider views of quality, and a decisional model defining a systematic approach for comparing offered and requested quality of services. We will also illustrate the applicability of the framework in a Web Service scenario.