Managing IT Sourcing Relationships Using Service Level Agreements: A Relational Exchange Theory Approach
نویسندگان
چکیده
This research-in-progress attempts to investigate how the relational elements in SLAs may potentially boost the success of sourcing relationships. The study provides insight into the development of relational governance through contractual governance over the course of a sourcing engagement, drawing upon relational exchange theory (RET). In particular, we wish to develop a set of possible guidelines that a firm can use to help cultivate an appropriate relationship with a service provider.
منابع مشابه
Management of Information Technology Outsourcing Relationships: The Role of Service Level Agreements
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-struct...
متن کاملManaging IT Outsourcing Relationships Using Service Level Agreements (SLAs): A Multi-Dimensional Fit Approach
Changes in the current business atmosphere where speed and agility are crucial call for simple outsourcing to evolve into more complex models of IT outsourcing. Change is constant, and nothing is certain, therefore unseen factors such as trust and culture become more important in IT outsourcing arrangements. This research-in-progress examines the role of Service Level Agreements (SLAs) in manag...
متن کاملInterparty Social Dynamics in the IT Service Level Agreement Negotiation Process: A Preliminary Assessment of Competing Theories
In response to the global economic crisis, organizations are cutting costs and focusing on core competencies. One natural corollary of this situation has been an increased interest in the outsourcing of IT services. Such sourcing relationships are established and maintained via formally negotiated IT service level agreements (SLAs), the goal of which is to generate utility for both parties. Und...
متن کاملThe Role of Service Level Agreements in Relational Management of Information Technology Outsourcing: An Empirical Study
This study extends the view that formal contracts and relational governance function as complements rather than as substitutes. We investigate how specific characteristics of service level agreements (SLAs) impact relational governance in information technology outsourcing relationships. Eleven contractual elements (categorized into three SLA characteristics: foundation, change, and governance ...
متن کاملManaging application services over service provider networks: architecture and dependency analysis
This paper proposes a novel approach for managing IP-based services and applications, reflecting the authors’ experience with the IBM Global Network. It describes how one can extend the existing network and systems management paradigms to address problems in the management of application services hosted by Network Service Providers (NSP). We introduce the concept of ”service management domains”...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
عنوان ژورنال:
دوره شماره
صفحات -
تاریخ انتشار 2003