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Understanding Service Quality And Relationship Quality In Is Outsourcing: Client Orientation & Promotion, Project Management Effectiveness, And The Task-Technology-Structure Fit, Subrata Chakrabarty, Dwayne Whitten, Kenneth W. Green
Understanding Service Quality And Relationship Quality In Is Outsourcing: Client Orientation & Promotion, Project Management Effectiveness, And The Task-Technology-Structure Fit, Subrata Chakrabarty, Dwayne Whitten, Kenneth W. Green
Subrata Chakrabarty
A national survey of firms that participated in outsourcing relationships was conducted, and service quality and relationship quality were found to be significantly and positively related to each other and both had a significant impact on user satisfaction. However, the intricacies of the causal effects between the two autonomous constructs, service quality and relationship quality, are a source of interest. In post-analysis theory building, we give a conceptual model that proposes that the positive causal effect of service quality on relationship quality would be positively moderated by the client orientation and promotion effectiveness of the vendor, while the positive causal …