MANAGEMENT OF INFORMATION TECHNOLOGY OUTSOURCING RELATIONSHIPS: THE ROLE OF SERVICE LEVEL AGREEMENTS

Jahyun Goo; H. R. Rao; Rajiv Kishore

MANAGEMENT OF INFORMATION TECHNOLOGY OUTSOURCING RELATIONSHIPS: THE ROLE OF SERVICE LEVEL AGREEMENTS

Jahyun Goo
, H. R. Rao
, Rajiv Kishore

Management Science and Systems

Florida Atlantic University

Research output: Contribution to conference › Paper › peer-review

17 Scopus citations

Abstract

Existing studies on information technology outsourcing relationships have typically examined partnership factors that influence IT outsourcing effectiveness. This research extends such studies and draws upon relational exchange theory to investigate how relational elements in service level agreements (SLAs) may impact outsourcing relationships. The results show that the effects of a well-structured SLA in managing IT outsourcing relationship are significant. This paper also provides insight into the development of relational governance through a contractual mechanism over the entire course of an outsourcing engagement. Suggestions for appropriate SLA elements are also developed.

Original language	English
Pages	325-338
Number of pages	14
State	Published - 2004
Event	International Conference on Information Systems, ICIS 2004 - Washington, United States Duration: Dec 12 2004 → Dec 15 2004

Conference

Conference	International Conference on Information Systems, ICIS 2004
Country/Territory	United States
City	Washington
Period	12/12/04 → 12/15/04

Keywords

IT outsourcing relationships
PLS
service level agreements

Cite this

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title = "MANAGEMENT OF INFORMATION TECHNOLOGY OUTSOURCING RELATIONSHIPS: THE ROLE OF SERVICE LEVEL AGREEMENTS",

abstract = "Existing studies on information technology outsourcing relationships have typically examined partnership factors that influence IT outsourcing effectiveness. This research extends such studies and draws upon relational exchange theory to investigate how relational elements in service level agreements (SLAs) may impact outsourcing relationships. The results show that the effects of a well-structured SLA in managing IT outsourcing relationship are significant. This paper also provides insight into the development of relational governance through a contractual mechanism over the entire course of an outsourcing engagement. Suggestions for appropriate SLA elements are also developed.",

keywords = "IT outsourcing relationships, PLS, service level agreements",

author = "Jahyun Goo and Rao, \{H. R.\} and Rajiv Kishore",

note = "Publisher Copyright: {\textcopyright} 2004, Association for Information Systems. All rights reserved.; International Conference on Information Systems, ICIS 2004 ; Conference date: 12-12-2004 Through 15-12-2004",

year = "2004",

language = "English",

pages = "325--338",

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TY - CONF

T1 - MANAGEMENT OF INFORMATION TECHNOLOGY OUTSOURCING RELATIONSHIPS

T2 - International Conference on Information Systems, ICIS 2004

AU - Goo, Jahyun

AU - Rao, H. R.

AU - Kishore, Rajiv

PY - 2004

Y1 - 2004

N2 - Existing studies on information technology outsourcing relationships have typically examined partnership factors that influence IT outsourcing effectiveness. This research extends such studies and draws upon relational exchange theory to investigate how relational elements in service level agreements (SLAs) may impact outsourcing relationships. The results show that the effects of a well-structured SLA in managing IT outsourcing relationship are significant. This paper also provides insight into the development of relational governance through a contractual mechanism over the entire course of an outsourcing engagement. Suggestions for appropriate SLA elements are also developed.

AB - Existing studies on information technology outsourcing relationships have typically examined partnership factors that influence IT outsourcing effectiveness. This research extends such studies and draws upon relational exchange theory to investigate how relational elements in service level agreements (SLAs) may impact outsourcing relationships. The results show that the effects of a well-structured SLA in managing IT outsourcing relationship are significant. This paper also provides insight into the development of relational governance through a contractual mechanism over the entire course of an outsourcing engagement. Suggestions for appropriate SLA elements are also developed.

KW - IT outsourcing relationships

KW - PLS

KW - service level agreements

UR - https://www.scopus.com/pages/publications/85138713018

M3 - Paper

AN - SCOPUS:85138713018

SP - 325

EP - 338

Y2 - 12 December 2004 through 15 December 2004

ER -

MANAGEMENT OF INFORMATION TECHNOLOGY OUTSOURCING RELATIONSHIPS: THE ROLE OF SERVICE LEVEL AGREEMENTS

Abstract

Conference

Keywords

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