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

Title data

Urbach, Nils ; Ahlemann, Frederik ; El Arbi, Fedi:
Towards a Design Theory for Customer Satisfaction-Oriented IT Vendor Management.
2014
Event: 20th Americas Conference on Information Systems (AMCIS) , 07.-09.08.2014 , Savannah, USA.
(Conference item: Conference , Paper )

Official URL: Volltext

Abstract in another language

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 are often dissatisfied with external IT suppliers, the ITVM literature does not propose practices that directly address customer satisfaction. We extend the ITVM literature by developing a design theory for customer satisfaction - oriented ITVM. To answer our research question, we have been conducting an action research study at a professional service company. Our work makes a twofold contribution. First, we present generalized design principles (DP) for implementing customer satisfaction - oriented ITVM. Second, we explain why these DPs should be considered by organizations seeking to enhance customer satisfaction and how these DPs should be implemented.

Further data

Item Type: Conference item (Paper)
Keywords: IT vendor management, IT customer satisfaction, design theory, action research
Institutions of the University: Faculties > Faculty of Law, Business and Economics > Department of Business Administration
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Professorship Business Information Systems and strategic IT management
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Professorship Business Information Systems and strategic IT management > Professorship Business Informations Systems and strategic IT management - Univ.-Prof. Dr. Nils Urbach
Research Institutions
Research Institutions > Affiliated Institutes
Research Institutions > Affiliated Institutes > Fraunhofer Project Group Business and Information Systems Engineering
Research Institutions > Affiliated Institutes > FIM Research Center Finance & Information Management
Faculties
Faculties > Faculty of Law, Business and Economics
Result of work at the UBT: No
DDC Subjects: 000 Computer Science, information, general works > 004 Computer science
300 Social sciences > 330 Economics
Date Deposited: 01 Apr 2015 12:12
Last Modified: 12 Mar 2019 13:03
URI: https://eref.uni-bayreuth.de/id/eprint/7902