The role of service level agreements in relational management of information technology outsourcing: an empirical study (journal article)
by Jahyun Goo et al.
from MIS Quarterly, March 2009, Vol. 33 No. 1, pp.119-145,:
"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. .... Overall, the findings support the proposition that well-developed SLAs not only provide a way to measure the service provider's performance, but also enable effective management of outsourcing engagements through the development of partnership-style relationships with high levels of trust and commitment." [Abstract from the author]
by Jahyun Goo et al.
from MIS Quarterly, March 2009, Vol. 33 No. 1, pp.119-145,:
"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. .... Overall, the findings support the proposition that well-developed SLAs not only provide a way to measure the service provider's performance, but also enable effective management of outsourcing engagements through the development of partnership-style relationships with high levels of trust and commitment." [Abstract from the author]
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