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 language | English (US) |
|---|---|
| Title of host publication | 15th Americas Conference on Information Systems 2009, AMCIS 2009 |
| Pages | 613-622 |
| Number of pages | 10 |
| Volume | 1 |
| State | Published - 2009 |
| Event | 15th Americas Conference on Information Systems 2009, AMCIS 2009 - San Francisco, CA, United States Duration: Aug 6 2009 → Aug 9 2009 |
Other
| Other | 15th Americas Conference on Information Systems 2009, AMCIS 2009 |
|---|---|
| Country | United States |
| City | San Francisco, CA |
| Period | 8/6/09 → 8/9/09 |
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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
Cite this
Interparty social dynamics in the IT service level agreement negotiation process : A preliminary assessment of competing theories. / Demirkan, Haluk; Goul, Kenneth; Soper, Daniel S.
15th Americas Conference on Information Systems 2009, AMCIS 2009. Vol. 1 2009. p. 613-622.Research output: Chapter in Book/Report/Conference proceeding › Conference contribution
}
TY - GEN
T1 - Interparty social dynamics in the IT service level agreement negotiation process
T2 - A preliminary assessment of competing theories
AU - Demirkan, Haluk
AU - Goul, Kenneth
AU - Soper, Daniel S.
PY - 2009
Y1 - 2009
N2 - 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.
AB - 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.
KW - Negotiation
KW - Outsourcing
KW - Service level agreements
KW - Social theory
UR - http://www.scopus.com/inward/record.url?scp=84870286613&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84870286613&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:84870286613
SN - 9781615675814
VL - 1
SP - 613
EP - 622
BT - 15th Americas Conference on Information Systems 2009, AMCIS 2009
ER -