Towards a Design Theory for Customer Satisfaction-Oriented IT Vendor Management

Abstract

IT vendor management (ITVM) plays an increasingly relevant role for IT organizations; many companies already spend more than half their IT budgets on services from external providers. These providers are often in direct contact with internal IT and business staff, thus significantly impacting their satisfaction. Although recent studies reveal that companies… (More)

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Cite this paper

@inproceedings{Urbach2014TowardsAD, title={Towards a Design Theory for Customer Satisfaction-Oriented IT Vendor Management}, author={Nils Urbach and Frederik Ahlemann and Arbi El Fedi}, booktitle={AMCIS}, year={2014} }