Issues in relationship management for obtaining the benefits of a shared service center
ICEC '04 Proceedings of the 6th international conference on Electronic commerce
Complexities in IS sourcing: equifinality and relationship management
ACM SIGMIS Database
Outsourcing relationship literature: an examination and implications for future research
Proceedings of the 2006 ACM SIGMIS CPR conference on computer personnel research: Forty four years of computer personnel research: achievements, challenges & the future
Exploring the characteristics of an IT professional's employment arrangement
Proceedings of the 2007 ACM SIGMIS CPR conference on Computer personnel research: The global information technology workforce
Assessing the risk exposure in IT outsourcing for large companies
International Journal of Information Technology and Management
IT Outsourcing Contracts and Performance Measurement
Information Systems Research
The Journal of Strategic Information Systems
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The relationship in information technology (IT) outsourcing determines the difference between a successful, a less successful, and a failing outsourcing deal. IT managers will commonly spend seventy per cent of their time on making the client-supplier relationship work, while thirty per cent of of their time will focus on the contract, personnel, and problem issues. Longitudinal research into Xero's global, British Aerospace's total, ESSO's selective, British Petroleum's alliance, and the UK Inland Revenue's public sector outsourcing deals highlights relationship practices and recurring post-contract management issues that demand careful attention and management. By use of a novel client-supplier relationship framework developed from transaction cost, relational contract, and interorganizational relationship theory, the authors carefully analyse these five longitudinal case studies and identify what the key dimensions of an outsourcing relationship are. Together the framework and the case studies provide a number of unique insights and learning pointers for both practitioners and academics on how to achieve's 'relationship advantage'.