Quality Management Journal vol. 18 issue 3 - July 2011
Abstract: [This abstract is based on the authors’ abstract.] The authors have researched the impact of the relationship quality and vendor performance of information technology outsourcers from the vendor perspective. A survey of vendor employee working at client sites was conducted. The quality of the relationship between vendor and client is shown to have a significant impact on project outcomes. Good process management and an open organizational culture at client organizations improved both perceived relationship quality and vendor performance.
Keywords: Customer supplier relationships; Information technology; Organizational culture; Outsourcing; Performance management; Process management
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