Paper on Customer-oriented IT Vendor Management accepted for presentation at AMCIS 2014

Paper on Customer-oriented IT Vendor Management accepted for presentation at AMCIS 2014

The paper "Toward a Design Theory for Customer Satisfaction-Oriented IT Vendor Management" co-authored by Nils Urbach, Frederik Ahlemann, and Fedi El Arbi has been accepted for presentation at the 20th Americas Conference on Information Systems (AMCIS 2014). AMCIS 2014 will be held in Savannah, Georgia from August 7-10, 2014.

Abstract

IT Vendor Management (ITVM) plays an increasingly relevant role for IT organizations; many companies already spend more than half of their IT budget 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 regularly dissatisfied with external IT supply, ITVM literature does not propose practices which directly address the issue of customer satisfaction. Thus, we aim to extend the ITVM literature by developing a design theory for customer satisfaction-oriented ITVM. To approach 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 the DPs should be considered by organizations aiming to enhance customer satisfaction and how the DPs have to be implemented.

Keywords

IT vendor management, IT customer satisfaction, design theory, action research

Contact

Prof. Dr. Nils Urbach

Universität Bayreuth -