Source:MIS quarterly, Mar.2009
"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 characteristics) are hypothesized to act as complements of three relational governance attributes: relational norms, harmonious conflict resolution, and mutual dependence."
Monday, March 9, 2009
The role of service level agreements in relational management of information technology outsourcing: an empirical study
Posted by library@EPA at 1:28 PM
Labels: Information technology