The role of trust in outsourced IS development projects
Communications of the ACM
The Gestalt of an information technology outsourcing relationship: an exploratory analysis
ICIS '97 Proceedings of the eighteenth international conference on Information systems
Information and Management
Market, Hierarchy, and Trust: The Knowledge Economy and the Future of Capitalism
Organization Science
Portfolios of Control in Outsourced Software Development Projects
Information Systems Research
Information systems outsourcing: a survey and analysis of the literature
ACM SIGMIS Database
IT Outsourcing Success: A Psychological Contract Perspective
Information Systems Research
Journal of Management Information Systems
The effect of service quality and partnership on the outsourcing of information systems functions
Journal of Management Information Systems
An investigation of factors that influence the duration of IT outsourcing relationships
Decision Support Systems
Just Right Outsourcing: Understanding and Managing Risk
Journal of Management Information Systems
Relational Antecedents of Information Flow Integration for Supply Chain Coordination
Journal of Management Information Systems
The impact of process standardization on business process outsourcing success
Information Systems Frontiers
Is the World Flat or Spiky? Information Intensity, Skills, and Global Service Disaggregation
Information Systems Research
The Choice of Sourcing Mechanisms for Business Processes
Information Systems Research
Predictors of Formal Control Usage in IT Outsourcing Partnerships
Information Systems Research
An Empirical Analysis of Contract Structures in IT Outsourcing
Information Systems Research
Control in Internal and Outsourced Software Projects
Journal of Management Information Systems
An Interdisciplinary Perspective on IT Services Management and Service Science
Journal of Management Information Systems
Multitask Agency, Modular Architecture, and Task Disaggregation in SaaS
Journal of Management Information Systems
Should We Go Our Own Way? Backsourcing Flexibility in IT Services Contracts
Journal of Management Information Systems
Journal of Management Information Systems
Organizational Learning and Capabilities for Onshore and Offshore Business Process Outsourcing
Journal of Management Information Systems
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We examined 335 business process outsourcing BPO ventures to understand the effect of contractual and relational governance factors on BPO satisfaction from the client's perspective. While both contractual and relational factors explain significant variance in BPO satisfaction, relational factors dominate. By examining interactions between key contractual and relational mechanisms, we found that elements of the two governance approaches operate as substitutes with respect to BPO satisfaction. Specifically, the relational mechanism, trust, was found to substitute for contractually specified activity expectations, goal expectations, and contractual flexibility. Similarly, the relational mechanism, information exchange, was found to substitute for contractually specified activity expectations and goal expectations. Finally, the relational mechanism, conflict resolution, was found to substitute for contractually specified goal expectations. Our results can be applied to more effectively realize controls in outsourcing contexts and to design governance systems that integrate contractual and relational governance mechanisms based on the characteristics of client-vendor relationships.