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01-03-2016 | Empirical article

Critical success factors in relationship management for services outsourcing

Authors: Joan Rhodes, Peter Lok, Wilson Loh, Vincent Cheng

Published in: Service Business | Issue 1/2016

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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.

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Title: Critical success factors in relationship management for services outsourcing
Authors: Joan Rhodes
Peter Lok
Wilson Loh
Vincent Cheng
Publication date: 01-03-2016
Publisher: Springer Berlin Heidelberg
Published in: Service Business / Issue 1/2016
Print ISSN: 1862-8516
Electronic ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-014-0256-8

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