Combinations of Relationship Management in Information Systems Outsourcing : Trust Perspective

정보시스템 아웃소싱에서 관계 관리의 조합 : 신뢰 관점

In recent years, increasing attention has been paid on how to manage a successful relationships between the receiver and provider of the Information Systems(IS) outsourcing services. This study explores the sources of influence for successful outsourcing relationships. Based on the Jaworski's control combination model for marketing, we (1) propose a management combination model of outsourcing relationships where trust is introduced as an intervening variable and outsourcing compleyity as a moderating variable, (2) test this model using a sample of 94 outsourcing projects in 36 organizations that have outsourced there IS functions to external service providers. The results indicated several significant findings. First, the deployment of management mechanism such as contract mechanism and trust building has a significant effect on the outsourcing success through trust only. Second, complexity of outsourcing activities has a moderating effect on relationship management combinations.