Structure of service level agreements (SLA) in IT outsourcing: The construct and its measurement

Information Systems Frontiers

Volumn 12, Issue 2, 2010, Pages 185-205

  Goo, Jahyun ^a  

^a FLORIDA ATLANTIC UNIVERSITY   (United States)

Author keywords

Control theory; Itoutsourcing relationships; Measurement development; Second order construct; Service level agreements (SLA)

Indexed keywords

FIRST-ORDER; INSTRUMENT DEVELOPMENT; INTER-FIRM RELATIONSHIPS; IT OUTSOURCING; ORGANIZATIONAL PERFORMANCE; SECOND ORDERS; SECOND-ORDER CONSTRUCT; SERVICE LEVEL AGREEMENTS; SERVICE PROVIDER; STATISTICAL VALIDATION; TRUST BUILDING;

CONTROL THEORY; OCEAN CURRENTS; SYSTEM THEORY;

OUTSOURCING;

EID: 77954761265     PISSN: 13873326     EISSN: None     Source Type: Journal    
DOI: 10.1007/s10796-008-9067-6     Document Type: Article

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