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Persistence Influence for IT Outsourcing: Small and Medium Firms Perspectives of Their Application Service Providers

Lin, Chao-Hung (Aleck); Jiang, Jiunn-Yih (James); Klein, Gary

Description

Given today's fierce competition among application service providers (ASP), one key question for any ASP is how to retain their customers' loyalty through partnership establishment and provision of quality of service. However, prior studies focused on the ongoing relationships between the ASP and clients are sparse. This study investigates the perspectives of small and medium firms for their information technology (IT) outsourcing, especially when they are seeking facilitation from the ASP. The...[Show more]

dc.contributor.authorLin, Chao-Hung (Aleck)
dc.contributor.authorJiang, Jiunn-Yih (James)
dc.contributor.authorKlein, Gary
dc.coverage.spatialTaipei Taiwan
dc.date.accessioned2015-12-08T22:29:34Z
dc.date.createdJuly 9-12 2010
dc.identifier.urihttp://hdl.handle.net/1885/34147
dc.description.abstractGiven today's fierce competition among application service providers (ASP), one key question for any ASP is how to retain their customers' loyalty through partnership establishment and provision of quality of service. However, prior studies focused on the ongoing relationships between the ASP and clients are sparse. This study investigates the perspectives of small and medium firms for their information technology (IT) outsourcing, especially when they are seeking facilitation from the ASP. The study applies the psychological concepts of satisfaction and trust to assess a firm's loyalty state which can predict the persistence for IT outsourcing. The research questions are: (i) Do the key factors of IT outsourcing enhancement - partnership and quality of service - influence a firm's IT outsourcing cognition? (ii) Does a small or medium firm's IT outsourcing cognition - satisfaction and trust - have a positive relationship to its IT outsourcing continuance with an ASP? This study uses the partial least squares approach to develop and test a model that encapsulates these questions. A field study of 158 small and medium firms was conducted. Results show that the key factors of IT outsourcing enhancement and cognition are able to predict a firm's persistence of IT outsourcing.
dc.publisherAssociation for Information Systems
dc.relation.ispartofseriesPacific Asia Conference on Information Systems (PACIS 2010)
dc.sourceProceedings of the Pacific Asia Conference on Information Systems (PACIS)
dc.source.urihttp://aisel.aisnet.org/pacis2010/131/
dc.subjectKeywords: IT outsourcing; IT outsourcing cognition; Loyalty; Partnership; Satisfaction; Trust; Competition; Information systems; Mergers and acquisitions; Quality of service; Telecommunication services; World Wide Web; Outsourcing IT outsourcing; IT outsourcing cognition; Loyalty; Partnership; Persistence of IT outsourcing; Quality of service; Satisfaction; Trust
dc.titlePersistence Influence for IT Outsourcing: Small and Medium Firms Perspectives of Their Application Service Providers
dc.typeConference paper
local.description.notesImported from ARIES
local.description.refereedYes
dc.date.issued2010
local.identifier.absfor080611 - Information Systems Theory
local.identifier.ariespublicationu9900263xPUB109
local.type.statusPublished Version
local.contributor.affiliationLin, Chao-Hung (Aleck), College of Business and Economics, ANU
local.contributor.affiliationJiang, Jiunn-Yih (James), College of Business and Economics, ANU
local.contributor.affiliationKlein, Gary, University of Colorado
local.description.embargo2037-12-31
local.bibliographicCitation.startpage749
local.bibliographicCitation.lastpage760
local.identifier.doi10.org/
dc.date.updated2016-02-24T12:13:16Z
local.identifier.scopusID2-s2.0-84855999654
CollectionsANU Research Publications

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