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

Association for Information Systems - 12th Americas Conference On Information Systems, AMCIS 2006

Volumn 5, Issue , 2006, Pages 3210-3220

  Goo, Jahyun ^a   Kim, Dan J ^b   Chos, Bongsoon ^c  

^a FLORIDA ATLANTIC UNIVERSITY   (United States)

^b MICHIGAN STATE UNIVERSITY   (United States)

^c Kookmin University   (United States)

Author keywords

IT outsourcing; Measurement; Second order construct; SLA

Indexed keywords

CONCEPTUAL FRAMEWORKS; FACTOR MODEL; FIRST ORDER; IT OUTSOURCING; MEASUREMENT DEVELOPMENT; MEASUREMENT MODEL; SECOND ORDERS; SECOND-ORDER CONSTRUCTS; SERVICE LEVEL AGREEMENTS; SERVICE PROVIDER; SLA; STATISTICAL TECHNIQUES;

INFORMATION SYSTEMS; MEASUREMENTS;

OUTSOURCING;

EID: 84870337786     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (43)

1. Anderson, J.C., and Gerbing, D.W. "Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach," Psychological Bulletin (103:3) 1988, pp 411-423.
2. Anderson, J.C., and Narus, J.A. "A model of distributor firm and manufacturer firm working relationship," Journal of Marketing (54) 1990, pp 42-48.
3. Bendor-Samuel, P. "Crafting a Better Outsourcing Contract," White Paper, Everest Group, Inc.
4. Bollen, K.A. Structural Equations with Latent Variables John Wiley and Sons, New York, 1989.
5. Choudhury, V., and Sabherwal, R. "Portfolios of Control in Outsourced Software Development Project," Information Systems Research (14:3) 2003, pp 291-341.
6. Deutsch, M. The Resolution of Conflict: Constructive and Destructive Processes Yale University Press, 1973.
7. Dwyer, F.R., Schurr, P.H., and Oh, S. "Developing Buyer-Seller Relationships," Journal of Marketing (51:April) 1987, pp 11-27.
8. Fitzgerald, G., and Willcocks, L. "Contracts and Partnerships in the Outsourcing of IS," Proceedings of the Fifteenth International Conference on Information Systems, 1994, pp. 91-98.
9. Fontenot, R.J., and Wilson, E.J. "Relational exchange: A review of selected models for a prediction matrix of relationship activities," Journal of Business Research (39:1) 1997, pp 5-12.
10. Gefen, D., Straub, D.W., and Boudreau, M.-C. "Structural Equation Modeling and Regression: Guidelines for Research Practice," Communications of the AIS (4:7) 2000.
11. Granovetter, M. "Economic Action and Social Structure," American Journal of Sociology (91) 1985.
12. Grover, V., Cheon, M.J., and Teng, J.T.C. "The Effect of Service Quality and Partnership on the Outsourcing of Information Systems Functions," Journal of Management Information Systems (12:4) 1996, pp 89-116.
13. Hair, J.F. Multivariate Data Analysis, (5th ed.) Prentice Hall, Upper Saddle River, N.J., 1998, pp. 20, 730, I712.
14. Hart, O. "In complet Contracts and the Theory of the Firm," Journal of Law, Economics, and Organization (4:1) 1988, pp 119-139.
15. Heide, J.B. "Interorganizational governance in marketing channels," Journal of Marketing (58:1) 1994, pp 71-85.
16. Huber, G.P., and Power, D.J. "Research Notes and Communications Retrospective Reports of Strategic-Level Managers: Guidelines for Increasing Their Accuracy," Strategic Management Journal (6) 1985, pp 171-180.
17. Hui, P.P., and Beath, C.M. "The IT Sourcing Process: A Framework for Research," University of Texas, Austin, 2002a.
18. Hui, P.P., and Beath, C.M.i., 2002. "The IT Sourcing Process: A Framework for Research," University of Texas, Austin, 2002b.
19. Karten, N. "With Service Level Agreements, Less Is More," Information Systems Management (21:4) 2004, pp 43-44.
20. Kern, T., and Willcocks, L. "Exploring relationships in information technology outsourcing: The interaction approach, European Journal of Information Systems (11:1) 2002, pp 3-19.
21. Kirsch, L.J. "Portfolios of Control Modes and IS Project Management," Information Systems Research (8:3) 1997, pp 215-239.
22. Kline, R.B. Principles and Practice of Structural Equation Modeling The Guilford Press, New York, 1998.
23. Koh, C., Ang, S., and Straub, D.W. "IT Outsourcing Success: A Psychological Contract Perspective," Information Systems Research (15:4) 2004, pp 356-373.
24. Kumar, N., Stern, L.N., and Anderson, J.C. "Conducting Interorganizational Research Using Key Informants," Academy of Management Journal (36:6) 1993, p 1633-1651.
25. Lee, J.-N., and Kim, Y.-G. "Effect of partnership quality on IS outsourcing: Conceptual framework and empirical validation," Journal of Management Information Systems (15:4) 1999, pp 29-61.
26. Lewicki, R.J., and Bunker, B.B. "Developing and Maintaining Trust in Work Relationships," in: Trust in Organizations: Frontiers of Theory and Research, Sage Publications, Thousand Oaks, CA, 1996, pp. 114-139.
27. Macneil, I.R. The New Social Contract, an Inquiry Into Modern Contractual Relations Yale University Press, New Heaven, 1980.
28. Marsh, H.W., and Hocevar, D. "Application of Confirmatory Factor Analysis to the Study of Self-concept: First and Higher Order Factor Models and Their Invariance Across Groups," Psychological Bulletin (97:3) 1985, pp 562-582.
29. Matlus, R.T. "Developing and Negotiating 'Win-Win' Sourcing Deals," K-18-3658.
30. Maurer, W. "IT Services Contracts -- Measurement Charter," COM-14-3620.
31. Mingay, S., and Govekar, M. "ITIL's Service-Level Management Strength Is in Integration," TG-15-3491, Gartner Group.
32. Mohr, J., and Spekman, R. "Characteristics of partnership success: Partnership attributes, communication behavior, and conflict resolution techniques," Strategic Management Journal (15:2) 1994, pp 135-152.
33. Poppo, L., and Zenger, T. "Do Formal Contracts and Relational Governance Function as Substitutes or Complements?" Strategic Management Journal (23:8) 2002, pp 707-725.
34. Ring, P., and Van de Ven, A. "Developmental Processes of Cooperative Interorganizational Relationships," Academy of Management Review (19:1) 1994, pp 90-118.
35. Sabherwal, R. "The Role of Trust in Outsourced IS Development Projects," Communications of the ACM (42:2) 1999, pp 80-86.
36. Scardino, L. "IT Services Contracts -- Process Ownership Plan," COM-14-2876, Gartner Group.
37. Scardino, L. "Managing Your Multisourced Environment," COM-15-8098, Gartner Group.
38. Singleton, J.P., McLean, E.R., and Altman, E.N. "Measuring Information Systems Performance: Experience with Service Level Agreements," MIS Quarterly (12:2) 1988a, pp 325-337.
39. Singleton, J.P., McLean, E.R., and Altman, E.N. "Measuring Information Systems Performance: Experience with the Management by Results System at Security Pacific Bank," MIS Quarterly (12:2) 1988b, pp 325-337.
40. Strauss, A., and Corbin, J. Basics of Qualitative Research: Grounded Theory Procedures and Techniques Sage Publications, Newbury Park, CA, 1990.
41. Venkatraman, N. "Strategic Orientation of Business Enterprises: The Construct, Dimensionality, and Measurement," Management Science (35:8) 1989, pp 942-962.
42. Williamson, O.E. The Economic Institutions of Capitalism The Free Press, New York, 1985.
43. Williamson, O.E. The Mechanisms of Governance Oxford University Press, New York, NY, 1996.