Towards an understanding of the relationship between IS outsourcing vendors' service quality and outsourcing effects

Authors:
Dae Ryong Kim;Myun Joong Chen;Milam Aiken
Affiliations:
School of Management, Delaware State University, 1200 N. Dupont Highway, Dover, DE 19901, USA.;College of Business Administration, University of Ulsan, San 29 Muger2-Dong, Namgu, Ulsan 680-749, South Korea.;School of Business Administration, University of Mississippi, University MS 38677, USA
Venue:
International Journal of Information Technology and Management
Year:
2005

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Abstract

A survey of 168 Fortune 500 companies in South Korea shows how the quality of service provided by information systems outsourcing vendors affects customers' perceptions. Results showed that the image projected by the vendors was a major factor in their selection, while reliability, responsiveness, and customer empathy were less important.