Towards an understanding of the relationship between IS outsourcing vendors' service quality and outsourcing effects Online publication date: Thu, 03-Mar-2005
by Dae Ryong Kim, Myun Joong Chen, Milam Aiken
International Journal of Information Technology and Management (IJITM), Vol. 4, No. 1, 2005
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.
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