Interparty social dynamics in the IT service level agreement negotiation process: A preliminary assessment of competing theories

Haluk Demirkan, Kenneth Goul, Daniel S. Soper

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

In response to the global economic crisis, organizations are cutting costs and focusing on core competencies. One natural corollary of this situation has been an increased interest in the outsourcing of IT services. Such sourcing relationships are established and maintained via formally negotiated IT service level agreements (SLAs), the goal of which is to generate utility for both parties. Understanding the processes that produce successful IT SLA negotiation outcomes is thus of critical importance. While several well-established social theories seem germane to IT service level agreement negotiations, the predictions of those theories are not entirely compatible and consistent. This paper therefore develops and tests several preliminary research propositions in an effort to assess the applicability of these competing theories to the IT SLA negotiation process.

Original languageEnglish (US)
Title of host publication15th Americas Conference on Information Systems 2009, AMCIS 2009
Pages613-622
Number of pages10
StatePublished - Dec 1 2009
Event15th Americas Conference on Information Systems 2009, AMCIS 2009 - San Francisco, CA, United States
Duration: Aug 6 2009Aug 9 2009

Publication series

Name15th Americas Conference on Information Systems 2009, AMCIS 2009
Volume1

Other

Other15th Americas Conference on Information Systems 2009, AMCIS 2009
CountryUnited States
CitySan Francisco, CA
Period8/6/098/9/09

Keywords

  • Negotiation
  • Outsourcing
  • Service level agreements
  • Social theory

ASJC Scopus subject areas

  • Computer Science Applications
  • Computer Networks and Communications
  • Information Systems
  • Library and Information Sciences

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    Demirkan, H., Goul, K., & Soper, D. S. (2009). Interparty social dynamics in the IT service level agreement negotiation process: A preliminary assessment of competing theories. In 15th Americas Conference on Information Systems 2009, AMCIS 2009 (pp. 613-622). (15th Americas Conference on Information Systems 2009, AMCIS 2009; Vol. 1).