The Role of Service Level Agreements in Relational Management of Information Technology Outsourcing: An Empirical Study

  title={The Role of Service Level Agreements in Relational Management of Information Technology Outsourcing: An Empirical Study},
  author={Jahyun Goo and Rajiv Kishore and H. Raghav Rao and Kichan Nam},
  journal={MIS Q.},
This study extends the view that formal contracts and relational governance function as complements rather than as substitutes. [] Key Result Results of the study support the fundamental proposition of complementarity between formal contracts and relational governance, and indicate that well-structured SLAs have significant positive influence on the various aspects of relational governance in IT outsourcing relationships. However, the study also reveals that change characteristics of SLAs may act as a…

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