Abstract
We empirically analyze the database used in the help desk process between a national US public agency and its global outsourcing provider. We considered the question of whether the database might reveal a deeper level of knowledge than was apparent from direct inspection. Our results reveal that four constructs underlie this process. Three are confirmed through covariance-based structural equation modeling and a fourth is implied through existing data. Our results suggest refinement in service level agreements to create a different type of governance coordination to assist in aligning the outsourcing provider's execution more closely with the client's needs.
Original language | English (US) |
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Pages (from-to) | 175-186 |
Number of pages | 12 |
Journal | Decision Support Systems |
Volume | 49 |
Issue number | 2 |
DOIs | |
State | Published - May 1 2010 |
Keywords
- Adaptive structuration
- Coordination theory
- Covariance-based Structural Equation Modeling (SEM)
- EQS
- Help desk
- IT service management
ASJC Scopus subject areas
- Management Information Systems
- Information Systems
- Developmental and Educational Psychology
- Arts and Humanities (miscellaneous)
- Information Systems and Management