Conference Paper

Managing IT Outsourcing Relationships Using Service Level Agreements (SLAs): A Multi-Dimensional Fit Approach.

Conference: 10th Americas Conference on Information Systems, AMCIS 2004, New York, NY, USA, August 6-8, 2004
Source: DBLP
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    • "Most of the prior literature dedicated to this subject is confined to a general understanding of the role of relationship quality between client and vendor [28] [30] [33] [34] [43]. A smaller segment of the outsourcing literature develops a deeper understanding of the dimensions of relationship quality and its determinants [22] [23] [24] [25] [31] [38]. "
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    ABSTRACT: How does the overall importance of a particular outsourcing deal, as perceived by the provider, affect the quality and, subsequently, the performance of an outsourcing relationship? This work contributes to outsourcing research by investigating the role of relational governance and its drivers for achieving more successful outsourcing relationships. We focus on the impact of a particular contextual variable which describes the importance of the outsourcing deal to the vendor, thereby turning the traditional perspective of resource dependency theory on outsourcing upside down. Using a case study approach, we show the significance of the importance of a deal between an IT outsourcing provider and its client to both the relationship quality and overall outsourcing success. Clients whose relative deal sizes are large compared to the provider's portfolio or who offer a strategic advantage to the provider are more likely to receive sound service quality and have a better IT outsourcing relationship.
    Full-text · Conference Paper · Feb 2009
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    ABSTRACT: How can relationship quality in outsourcing partnerships be achieved, sustained, and improved? In this paper we present a conceptual model that focuses on the identification of the relevant determinants for a successful IT outsourcing relationship as well as on the operationalization IT outsourcing relationship quality. We contribute to existing relationship literature by thoroughly examining existing constructs and, if applicable, spliting and redistributing them. We also consider additional relationship quality dimensions and determinants. The derived eleven dimensions and fifteen determinants are empirically validated in a subsequent three step empirical approach providing a much more detailed and throroughly structured relationship quality model which will eventually help practitioners in improving their cross- organizational IT-business relationships.
    No preview · Conference Paper · Feb 2008