Service level agreement negotiation: A theory-based exploratory study as a starting point for identifying negotiation support system requirements

Haluk Demirkan, Kenneth Goul, Daniel S. Soper

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

17 Scopus citations

Abstract

IT outsourcing practices have recently proliferated an interest in service level agreement (SLA) negotiation relevant to engagements with either in-house or external IS service providers. An important research gap exists in establishing Negotiation Support System (NSS) requirements for the processes associated with SLA development. A first step in specifying such requirements is to examine relevant theoretical bases to identify and postulate reasonable propositions. A second step is to examine the efficacy of the theory-based propositions using the constructs adapted in the context of a relevant, practical and exploratory scenario. Accordingly, this paper discusses propositions that rely on theoretical bases from relevant sociological models, it identifies constructs adapted from prior Theory W research in NSS as an exemplar, it discusses an exploratory study related to the research gap identified, and it discusses findings that represent a starting point for identifying SLA NSS requirements.

Original languageEnglish (US)
Title of host publicationProceedings of the Annual Hawaii International Conference on System Sciences
EditorsR.H. Spraque, Jr.
Pages37
Number of pages1
StatePublished - 2005
Event38th Annual Hawaii International Conference on System Sciences - Big Island, HI, United States
Duration: Jan 3 2005Jan 6 2005

Other

Other38th Annual Hawaii International Conference on System Sciences
CountryUnited States
CityBig Island, HI
Period1/3/051/6/05

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ASJC Scopus subject areas

  • Engineering(all)

Cite this

Demirkan, H., Goul, K., & Soper, D. S. (2005). Service level agreement negotiation: A theory-based exploratory study as a starting point for identifying negotiation support system requirements. In R. H. Spraque, Jr. (Ed.), Proceedings of the Annual Hawaii International Conference on System Sciences (pp. 37)