Managing outsourced software projects: An analysis of project performance and customer satisfaction

Production and Operations Management

Volumn 20, Issue 4, 2011, Pages 508-521

  Narayanan, Sriram ^a   Balasubramanian, Sridhar ^b   Swaminathan, Jayashankar M ^b  

^a MICHIGAN STATE UNIVERSITY   (United States)

^b UNIVERSITY OF NORTH CAROLINA   (United States)

Author keywords

customer satisfaction; operations management; outsourcing; project planning; software projects

Indexed keywords

EID: 79960134007     PISSN: 10591478     EISSN: 19375956     Source Type: Journal    
DOI: 10.1111/j.1937-5956.2010.01162.x     Document Type: Article

References (73)

1. Abdel-Hamed, T. K., 1989. The economics of software quality assurance: A simulation based case study. MIS Quar. 12 (3): 395-411.
2. Anderson, E. W., C. Fornell, R. T. Rust,. 1997. Customer satisfaction, productivity, and profitability: Differences between goods and services. Mark. Sci. 16 (2): 129-145.
3. Apte, U. M., M. G. Sobol, S. Hanaoka, T. Shimada, T. Saarinen, T. Salmela, A. P. J. Vepsalainen,. 1997. IS outsourcing practices in the USA, Japan and Finland: A comparative study. J. Inf. Technol. 12 (4): 289-304.
4. Balasubramanian, S., P. Konana, N. M. Menon,. 2003. Customer satisfaction in virtual environments: A study of online investing. Manage. Sci. 49 (7): 871-889.
5. Bardhan, I., S. Mithas, S. Lin,. 2007. Performance impacts of strategy, information technology applications, and business process outsourcing in U.S. manufacturing plants. Prod. Oper. Manag. 16 (6): 747-762.
6. Barki, H., S. Rivard, J. Talbot,. 1993. Toward an assessment of software development risk. J. Manage. Inf. Syst. 10 (2): 203-225.
7. Barki, H., S. Rivard, J. Talbot,. 2001. An integrative contingency model of software project risk management. J. Manage. Inf. Syst. 17 (4): 37-69. (Pubitemid 32716733)
8. Bendapudi, N., R. P. Leone,. 2002. Managing business-to-business customer relationships following key contact employee turnover in a vendor firm. J. Mark. 66 (2): 83-101.
9. Bendoly, E., M. Swink,. 2007. Moderating effects of information access on project management behavior, performance and perceptions. J. Oper. Manage. 25 (3): 604-622. (Pubitemid 46442759)
10. Berry, L. L., A. Parasuraman, V. A. Zeithaml,. 1985. Quality counts in services, too. Business Horizons, May-June, 44-52.
11. Boehm, B. W., 1989. Software Risk Management. IEEE Computer Society Press.
12. Brown, S. W., T. A. Swartz,. 1989. A gap analysis of professional service quality. J. Mark. 53 (2): 92-98.
13. Chapman, R. J., 1998. The role of system dynamics in understanding the impact of changes to key project personnel on design production within construction projects. Int. J. Proj. Manage. 16 (4): 235-247. (Pubitemid 128402714)
14. Cohen, J., P. Cohen, L. S. Aiken, S. G. West,. 2003. Applied Multiple Regression - Correlation Analysis for the Behavioral Sciences. 3rd edn. Lawrence Erlbaum, Mahwah, NJ.
15. Cook, D. P., G. Chon-Huat, C. H. Chung,. 1999. Service typologies: A state of the art survey. Prod. Oper. Manag. 8 (3): 318-338.
16. Curtis, B., H. Krasner, N. Iscoe,. 1988. A field study of the software design process for large systems. Commun. ACM. 31 (11): 1268-1287.
17. Cusumano, M., A. MacCormack, C. F. Kemerer, B. Crandall,. 2003. Software development worldwide: The state of practice. IEEE Software. November/December, 28-34.
18. Czepiel, J. A., 1990. Service encounters and service relationships: Implications for research. J. Bus. Res. 20 (1): 13-21.
19. Danaher, P. J., J. Mattsson,. 1994. Customer satisfaction during the service delivery process. Eur. J. Mark. 28 (5): 5-16.
20. Deephouse, C., T. Mukhopadhyay, D. R. Goldenson, M. I. Kellner,. 1996. Software processes and project performance. J. Manage. Inf. Syst. 12 (3): 185-203.
21. Dibbern, J., T. Goles, R. Hirschheim, B. Jayatilaka,. 2004. Information systems outsourcing: A survey and analysis of the literature. DATA BASE for Adv.in Inf. Syst. 35 (4): 6-102.
22. Drazin, R., A. H. Van de Ven,. 1985. Alternative forms of fit in contingency theory. Adm. Sci. Quar. 30 (4): 514-539.
23. Ethiraj, S. K., K. Prashant, M. S. Krishnan, J. V. Singh,. 2005. Where do capabilities come from and how do they matter? A study in the software services industry. Strateg. Manage. J. 26 (1): 25-45. (Pubitemid 40162622)
24. Fornell, C., S. Mithas, F. V. Morgeson,. 2009. The economic and statistical significance of stock returns on customer satisfaction. Mark. Sci. 28 (5): 820-825.
25. Fornell, C., S. Mithas, F. V. Morgeson, M. S. Krishnan,. 2006. Customer satisfaction and stock prices: High returns, low risk. J. Mark. 70 (1): 3-14.
26. Galbraith, J. R., 1977. Organization Design. Addison Wesley, Reading, MA.
27. Goldstein, S. M., 2003. Employee development: An examination of service strategy in a high-contact service environment. Prod. Oper. Manag. 12 (2): 186-203.
28. Gopal, A., T. Mukhopadhyay, M. S. Krishnan,. 2002. Virtual extension: The role of software processes and communication in offshore software development. Commun. ACM 45 (4): 193-200.
29. Gopal, A., K. Sivaramakrishnan, M. S. Krishnan, T. Mukhopadhyay,. 2003. Contracts in offshore software development: An empirical analysis. Manage. Sci. 49 (12): 1671-1683.
30. Highsmith, J., A. Cockburn,. 2001. Agile software development: The business of innovation. Computer 34 (9): 120-127.
31. Höffler, F., D. Sliwka,. 2002. Do new brooms sweep clean? When and why dismissing a manager increases the subordinates' performance. Eur. Econ. Rev. 47 (5): 877-890. (Pubitemid 37172164)
32. Huckman, R. S., B. R. Staats,. 2009. Fluid teams and fluid tasks: The impact of team familiarity and variation in experience. HBS Working paper No. 09-145.
33. Kaka, N., J. Sinha,. 2005. An upgrade for the Indian IT services industry. McKinsey Quarterly Special edition (September): 85-89.
34. Kalaignanam, K., T. Kushwaha, J. B. E. M. Steenkamp, K. Tuli,. 2009. Outsourcing of customer-facing CRM processes: When and how does it impact shareholder value? Working paper, UNC Kenan-Flagler Business School.
35. Katz, R., T. J. Allen,. 1982. Investigating the not invented here (NIH) syndrome: A look at the performance, tenure and communication patterns of 50 R&D project groups. R&D Manage. 12 (1): 7-19.
36. Kekre, S., M. S. Krishnan, K. Srinivasan,. 1995. Drivers of customer satisfaction for software products: Implications for design. Manage. Sci. 41 (9): 1456-1461.
37. Kobayashi-Hillary, M., 2005. A passage to India. ACM Queue 3 (1): 54-60.
38. Konana, P., S. Balasubramanian,. 2005. The social-economic-psychological model of technology adoption and usage: An application to online investing. Decis. Support Syst. 39 (3): 505-524.
39. Kraut, R. E., L. A. Streeter,. 1995. Coordination in software development. Commun. ACM 38 (3): 69-81.
40. Kreft, I. G. G., J. d. Leeuw, L. S. Aiken,. 1995. The effect of different forms of centering in hierarchical linear models. Multivariate Behav. Res. 30 (1): 1-21.
41. Kreiner, K., 1995. In search of relevance: Project management in drifting environments. Scand. J. Manage. 11 (4): 335-346.
42. Krishnan, M. S., V. Ramaswamy,. 1999. Customer satisfaction for financial services: The role of products, services, and information. Manage. Sci. 45 (9): 1194-1210.
43. Kulkarni, V., 2009. Offshore to win not shrink., Swaminathan, J. M., ed. Indian Economic Superpower Fiction or Future? World Scientific Publishing Company, Singapore, 19-54.
44. MacCormack, A., R. Verganti,. 2003. Managing the sources of uncertainty: Matching process and context in software development. J. Prod. Innov. Manage. 20 (3): 217-232.
45. MacCormack, A., R. Verganti, M. Iansiti,. 2001. Developing products on internet time: The anatomy of a flexible development process. Manage. Sci. 47 (1): 133-150.
46. McEachern, C., 2005. A look inside offshoring: Customers are less satisfied with offshore service providers. VARBusiness. Available at http://www.varbusiness.com/article/showArticle.jhtml?articleId=166403041 (accessed August 5, 2005).
47. McFarlin, D. B., P. D. Sweeney,. 1992. Distributive and procedural justice as predictors of satisfaction with personal and organizational outcomes. Acad. Manage. J. 35 (3): 626-637.
48. Miller, D., 1992. Environmental fit versus internal fit. Organ. Sci. 3 (2): 159-178.
49. Miller, D., P. H. Friesen,. 1984. Organizations: A Quantum View. Prentice Hall, Englewood Cliffs, NJ.
50. Miller, J. G., A. V. Roth,. 1994. A taxonomy of manufacturing strategies. Manage. Sci. 40 (3): 285-304.
51. Napoleon, K., C. Gaimon,. 2004. The creation of output and quality in services: A framework to analyze information technology worker systems. Prod. Oper. Manag. 13 (3): 245-259.
52. Narayanan, S., S. Balasubramanian, J. M. Swaminathan,. 2009. A matter of balance: Specialization, task variety, and individual learning in a software maintenance environment. Manage. Sci. 55 (11): 1861-1876.
53. NASSCOM. 2009. StrategicReview 2009: The IT Industry in India. National Association for Software and Service Companies, New Delhi, India.
54. Nidumolu, S. R., 1995. The effect of coordination and uncertainty on software project performance: Residual performance risk as an intervening variable. Inf. Syst. Res. 6 (3): 191-217.
55. Nunnally, J. C., 1978. Psychometric Theory. 2nd edn. McGraw-Hill, New York.
56. Olsson, N., 2006. Management of flexibility in projects. Int. J. Project Manage. 24 (1): 66-74. (Pubitemid 43092212)
57. Phillips, L. W., 1981. Assessing measurement error in key informant reports: A methodological note on organizational analysis in marketing. Mark. Res. 18 (4): 395-415.
58. Podsakoff, P. M., D. W. Organ,. 1986. Self-reports in organizational research: Problems and prospects. J. Manage. 12 (4): 531-544.
59. Ramasubbu, N., S. Mithas, M. S. Krishnan,. 2008a. High tech, high touch: The effect of employee skills and customer heterogeneity on customer satisfaction with enterprise system support services. Decis. Support Syst. 44 (2): 509-523.
60. Ramasubbu, N., S. Mithas, M. S. Krishnan, C. F. Kemerer,. 2008b. Work dispersion, process-based learning and offshore software development performance. MIS Quar. 32 (2): 437-458. (Pubitemid 351762940)
61. Rindfleisch, A., A. J. Malter, S. Ganesan, C. Moorman,. 2008. Cross-sectional versus longitudinal survey research: Concepts, findings, and guidelines. J. Mark. Res. 45 (3): 261-279.
62. Roth, A. V., L. J. Menor,. 2003. Insights into service operations management: A research agenda. Prod. Oper. Manag. 12 (2): 145-165.
63. Rust, R. T., J. J. Inman, J. Jia, A. Zahorik,. 1999. What you don't know about customer-perceived quality: The role of customer expectation distribution. Mark. Sci. 18 (1): 77-93.
64. Sanchez, J. I., C. Viswesvaran,. 2002. The effects of temporal separation on the relations between self-reported work stressors and strains. Organ. Res. Methods 5 (2): 173-183.
65. Siemsen, E., S. Balasubramanian, A. Roth,. 2007. Incentives that induce task-related effort, helping, and knowledge sharing in workgroups. Manage. Sci. 53 (10): 1533-1550. (Pubitemid 351159579)
66. Siemsen, E., A. M. Roth, P. Oliviera,. 2010. Common method bias in regression models with linear, quadratic, and interaction effects. Organ. Res. Methods, 13 (3): 456-476.
67. Stewart, D. M., 2003. Piecing together service quality: A framework for robust service. Prod. Oper. Manag. 12 (2): 246-266.
68. Swink, M., S. Talluri, T. Pandejpong,. 2006. Faster, better, cheaper: A study of NPD project efficiency and performance tradeoffs. J. Oper. Manage. 24 (5): 542-562.
69. Torbiron, L., 1982. Living Abroad. Wiley, New York.
70. Venkatraman, N., 1989. Strategic orientation of business enterprises: The construct, dimensionality, and measurement. Manage. Sci. 35 (8): 942-962.
71. Wallace, L., M. Keil, A. Rai,. 2004. Understanding software project risk: A cluster analysis. Inf. Manage. 42 (1): 115-125.
72. Wirtz, J., J. E. G. Bateson,. 1999. Introducing uncertain performance expectations in satisfaction models for services. Int. J. Serv. Ind. Manage. 10 (1): 82-99.
73. Wright, R. L., 2005. Successful IT outsourcing: Dividing labor for success. www.Softwaremag.com. Available at http://www.softwaremag.com/L.cfm?Doc= 2005-04/2005-04outsourcing (accessed September 5, 2007).