Critical success factors in relationship management for services outsourcing

Joan Rhodes*, Peter Lok, Wilson Loh, Vincent Cheng

*Corresponding author for this work

Research output: Contribution to journalArticle

18 Citations (Scopus)

Abstract

This study examines the relationship between outsourcing motives, supplier–customer relationship and perceived customer value in non-core services outsourcing. 1,757 companies were randomly selected. 234 valid questionnaires were returned (13.4 % response rate). The structural equation method was used to obtain the best fit model. The most significant contribution of this study is that ‘relationship interaction’ (communication, cooperation, coordination, collaboration, conflict resolution and integration activities) has a greater impact on customer perceived value than ‘relationship quality’ (loyalty and trust) in services outsourcing. The perceived customer value is reflected in improved services quality, reliability and agility rather than the expected cost savings.

Original languageEnglish
Pages (from-to)59-86
Number of pages28
JournalService Business
Volume10
Issue number1
DOIs
Publication statusPublished - 1 Mar 2016

Keywords

  • Customer value
  • Outsourcing motives
  • Relationship interaction
  • Relationship quality
  • Services outsourcing

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