Information systems outsourcing relationship factors detailed conceptualization and initial evidence

Outsourcing is now a commonly accepted means of meeting organizational IS needs. One facet of recent outsourcing research has begun to concentrate on the relationship between customers and their service providers. However, this line of research is hampered by a lack of consistent conceptual focus, a...

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Bibliographic Details
Published inACM SIGMIS Database: the DATABASE for Advances in Information Systems Vol. 36; no. 4; pp. 47 - 67
Main Authors Goles, Tim, Chin, Wynne W.
Format Journal Article Trade Publication Article
LanguageEnglish
Published New York ACM-SIGMIS 07.10.2005
Subjects
Cooperation
Costs
Customer relations
Customer services
Customers
Dependency theory
Discriminant analysis
Information systems
Organization theory
Outsourcing
Strategic management
Studies
Success
United States > US
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ISSN0095-0033
1532-0936
1532-0936
DOI10.1145/1104004.1104009

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Summary:Outsourcing is now a commonly accepted means of meeting organizational IS needs. One facet of recent outsourcing research has begun to concentrate on the relationship between customers and their service providers. However, this line of research is hampered by a lack of consistent conceptual focus, and a corresponding inconsistent treatment of constructs associated with the relationship. This paper uses Relational Exchange Theory as a conceptual basis for identifying the individual constructs that comprise a relationship. It then develops and tests a set of items to measure those constructs, using structural equation modeling and survey data collected from U.S. outsourcing customers.
ISSN:0095-0033
1532-0936
1532-0936
DOI:10.1145/1104004.1104009