Explaining I.T. outsourcing purchasers' dissatisfaction

Rouse, Anne 2006, Explaining I.T. outsourcing purchasers' dissatisfaction, in PACIS 2006 : 10th Pacific Asia Conference on Information Systems : ICT and innovation economy : abstract : PACIS 2006, 6th - 9th July 2006, Mandarin Oriental, Kuala Lumpur, Malaysia, PACIS, Singapore, pp. 1-14.

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Title Explaining I.T. outsourcing purchasers' dissatisfaction
Author(s) Rouse, Anne
Conference name Pacific Asia Conference on Information Systems (10th : 2006 : Kuala Lumpur)
Conference location Kuala Lumpur, Malaysia
Conference dates 6-9 July 2006
Title of proceedings PACIS 2006 : 10th Pacific Asia Conference on Information Systems : ICT and innovation economy : abstract : PACIS 2006, 6th - 9th July 2006, Mandarin Oriental, Kuala Lumpur, Malaysia
Editor(s) [Unknown]
Publication date 2006
Conference series Pacific Asia Conference on Information Systems
Start page 1
End page 14
Publisher PACIS
Place of publication Singapore
Keyword(s) outsourcing benefits
outsourcing expectations
confirmatory factor analysis
model testing
Summary Outsourcing of IT is a popular strategy, argued by proponents to deliver a range of benefits including cost savings, increased service quality, and strategic advantages. However, empirical evidence of the success of outsourcing is limited, and several recent studies have suggested widespread dissatisfaction exists amongst purchasers. This paper analyses one such study to determine predictors of outsourcing satisfaction (and
dissatisfaction). The analysis reveals that, for purchasers, IT outsourcing satisfaction and perceived value (which are highly correlated) depend on whether strategic benefits are obtained, and on the technical service quality provided by vendors. Both in turn depend on whether expected cost savings are obtained. The implications of these findings for both vendors and purchasers are discussed.
Language eng
Field of Research 080609 Information Systems Management
HERDC Research category E1 Full written paper - refereed
Copyright notice ©2006, PACIS
Persistent URL http://hdl.handle.net/10536/DRO/DU:30006150

Document type: Conference Paper
Collection: Deakin Graduate School of Business
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