IT/IS Outsourcing Relationship Factors in Higher Education Institution: Behavioral Dimensions from Client Perspectives
Higher education institutions are increasingly opting to outsourcing methods in order to sustain themselves and this creates a gap of literature in terms of how they perceive the relationship. This research paper attempts to identify the behavioral and psychological factors that exist in the engagement thus providing valuable information to practicing and potential clients, and vendors. The determinants were gathered from previous literatures and analyzed to formulate the factors. This study adopts the case study and survey approaches in which interviews and questionnaires are deployed on employees of IT-related department in a Malaysian higher education institution.
[1] O. Adelakun, "IT Outsourcing Maturity Model," 12th European
Conference on Information System, pp. 13-21, 2004.
[2] P. Bendor-Samuel, "Outsourcing Relationships: Why Are They
So Difficult To Manage?" Everest Group, 2002.
[3] D.F. Birks, A.T. Choo, S. Morar, Z. Yuserrie, S.A. Wafa and S.
Nasirin, "Successful IT Outsourcing Engagement: Lessons From
Malaysia," The Electronic Journal on Information Systems in
Developing Countries, vol.30, pp. 1-12, 2007.
[4] S. Blumenberg, D. Beimborn and W. Koenig, "Determinants of
IT Outsourcing Relationships: A Conceptual Model," 41st
Hawaii International Conference on System Science, 2008.
[5] M. Bugajska, "Knowledge transfer in IT outsourcing
relationships," Information Management Research Group, 2006.
[6] P.S. Chan, D. Pollard and S. Park, "IT Outsourcing: Strategic
Implications," The Review of Business Information Systems,
vol.10, pp. 97-104, 2006.
[7] J. Dibbern, T. Goles, R. Hirschheim and B. Jayatilaka,
"Information systems outsourcing:a survey and analysis of the
literature," The DATABASE, vol.35, pp. 6-102, 2004.
[8] Q. Cong and P.Y.K. Chau, "Does Interpersonal Trust Also
Matter? Exploring the Role of Trust in Successful IT
Outsourcing," 40th Hawaii International Conference on System
Sciences, 2007.
[9] W. Currie, "The Global Information Society," Wiley, New York,
2000.
[10] T. Dahlberg and M. Nyrhinen, "A new instrument to measure the
success of IT outsourcing," Proceedings of the 39th Hawaii
International Conference on System Sciences, pp.1-10, 2006.
[11] J. Devos, H.V. Landeghem and D. Deschoolmeester,
"Outsourced Information Systems Failures in SMEs: A Multiple
Case Study," Electronic Journal Information System Evaluation,
vol.11, pp. 73-82, 2008.
[12] P.N. Finlay and R.M. King, "IT outsourcing: A research
framework." International Journal of Technology Management,
vol.17, pp.109-128, 1999.
[13] R. Fleming and G. Low, "Information System Outsourcing
Relationship Model," Australasian Journal of Information
Systems, vol.14, pp. 95-112, 2007.
[14] K.M. Gilley and A. Rasheed, "Making more by doing less: An
analysis of outsourcing and its effect on firm performance,"
Journal of Management, vol.26, pp. 763-790, 2000.
[15] T. Goles and W.W. Chin, "Information systems outsourcing
relationship factors: detailed conceptualization and initial
evidence," ACM SIGMIS Database, vol.36, pp. 47-67, 2005.
[16] R. Gonzalez, J. Gasco and J. Llopis, "Information systems
outsourcing success factors: a review and some results,"
Information Management & Computer Security, vol.13, pp. 399-
418, 2005.
[17] P. Gottschalk and H. Solli-S ther, "Critical success factors from
IT outsourcing theories: an empirical study," Industrial
Management and Data System, vol.105, pp. 685-702, 2005.
[18] P. Gottschalk and H. Solli-S ther, "Maturity model for IT
outsourcing relationships," Industrial Management and Data
System, vol.106, pp. 200-212, 2006.
[19] A. Gupta, S.K. Herath and C.M. Nathalie, "Outsourcing in
higher education: an empirical examination," International
Journal of Educational Management, vol.19, pp. 396-412, 2005.
[20] H. Han, J. Lee and Y. Seo, "Analysing the impact of a firm-s
capability on outsourcing success: A process perspective,"
Information and Management, vol.45, pp. 31-42, 2007.
[21] M. Hancox and R. Hackney, "IT outsourcing: frameworks for
conceptualizing practice and perception," Information System
Journal, vol.10, pp. 217-237, 2000.
[22] L. Heus, "Managing Outsourcing Relationships," Tilburg
University: Masters Thesis, 2007.
[23] Husnayati Hussin, Zuraini Ismail, Mohd. Adam Suhaimi and
Noor Shahriza Abdul Karim, "Examining Factors Influencing IT
Outsourcing Success in Malaysian Organizations," 17th
Australasian Conference on Information Systems, pp. 1-10,
2006.
[24] Input, Outsourcing Clients Are Growing Restless: 20% May
Switch Vendors at Contract Renewal. [Retrieved from
www.input.com/article27.cfm on July 26, 2008]
[25] P.H. Jensen and R.E. Stonecash, "The Efficiency of Public
Sector Outsourcing Contracts: A Literature Review," Melbourne
Institute Working Paper, 2004.
[26] E. Kancheva, "Key considerations for successful outsourcing of
IT functions in higher education," EDUCAUSE Centre for
Applied Research, vol. 2002, pp. 1-13, 2002.
[27] T. Kern and K. Blois, "Norm developments in outsourcing
relationships," Journal of Information Technology, vol.17, pp.
33-42, 2002.
[28] R. Kishore, H.R. Rao, K. Nam, S. Rajagopalan and A.
Chaudhury, "A relationship perspective on IT outsourcing,"
Communications of the ACM, vol.46, pp. 87-92, 2003.
[29] R.L. Kliem, "Managing the risks of outsourcing agreements,"
Information Systems Management, pp. 91-93, 1999.
[30] R.V. Krejcie and D.W. Morgan, "Determining sample size for
research activities," Educational and Psychological
Measurement, vol.30, pp. 607-610, 1970.
[31] T. Kremic, O.I. Tukel and W. Rom, "Outsourcing decision
support: a survey of benefits, risks, and decision factors," Supply
Chain Management: An International Journal, vol.11. pp. 467-
482, 2006.
[32] J. Lee, "The impact of knowledge sharing, organizational
capability and partnership quality on IS outsourcing success,"
Information and Management, vol.38, pp. 323-335. 2001.
[33] J. Lee, M.Q. Huynh, R.C. Kwok and S. Pi, "IT outsourcing
evolution: its past, present, and future," Communications of the
ACM, vol.46, pp. 84-89, 2003.
[34] J. Lee and Y. Kim, "Understanding Outsourcing Partnership: A
Comparison of Three Theoretical Perspectives," IEEE
Transactions on Engineering Management, vol.52, pp. 43-58,
2005.
[35] G. Mesnita and F. Dumitriu, "Trends of Information Systems
Outsourcing. A Romanian Perspective," Social Science Research
Network, pp. 1- 28, 2005.
[36] Mohd Adam Suhaimi, Husnayati Hussin and Muzzafar
Mustaffa, "Information systems outsourcing: Motivations and
the implementation strategy in a Malaysian bank." Business
Process Management Journal, vol.13, pp. 644-661, 2007.
[37] K. Nam and J. Goo, "Contract as a Source of Trust -
Commitment in Successful IT Outsourcing Relationship: An
Empirical Study," 40th Hawaii International Conference on
System Sciences, pp. 1-10, 2007.
[38] P.T. Nguyen, Muhammad Ali Babar and J.M. Verner, "Critical
Factors in Establishing and Maintaining Trust in Software
Outsourcing Relationships," International Conference on
Software Engineering, pp. 624-627, 2006.
[39] J. O-Brien and G. Marakas, "Management Information
Systems," 8th Edition Irwin McGraw-Hill, 2007.
[40] R. Phipps and J. Merisotis, "IS Outsourcing Part of The Solution
To The Higher Education Cost Dilemma?" Institute for Higher
Education Policy, 2005.
[41] B. Quelin and F, Duhamel, "Bringing together strategic
outsourcing and corporate strategy: outsourcing motives and
risks," European Management Journal, vol.21, pp. 647-661,
2003.
[42] J.B. Quinn, "Strategic outsourcing: leveraging knowledge
capabilities," Sloan Management Review, vol.40, pp. 9-22, 1999.
[43] A. Rajabzadeh, A. Rostamy and A. Hosseini, "Designing a
generic model for outsourcing process in public sector: evidence
of Iran," Management Design, vol.46, pp. 521-538, 2008.
[44] M. Saunders, P. Lewis and A. Thornhill, "Research Methods for
Business Students," Prentice Hall, 4th Edition, 2007.
[45] U. Sekaran, "Research Methods for Business: A Skill Building
Approach," John Wiley & Sons Inc, 4th Edition, 2003.
[46] E. Söderström and C. Lennerholt, "Achieving trust in IT
outsourcing relationships," University of Skövde, 2006.
[47] S.Y. Sun, T.C. Lin and P.C. Sun, "The Factors Influencing
Information Systems Outsourcing Partnership - A Study
Integrating Case Study and Survey Research methods," 35th
Hawaii International Conference on System Sciences, 2002.
[48] U. Waheed and A. Molla, "Information Systems Outsourcing
Success: A Client-Service Provider Gap Analysis in Pakistan,"
Journal of Information Technology Management, vol.15. pp. 1-
13, 2004.
[49] P.A. Wood, "Outsourcing in higher education," ERIC Digest,
July, 2000.
[50] R. Hirschheim and M. Lacity, "The myths and realities of
information technology in-sourcing," Communications of the
ACM, vol. 43, pp.99-107, 2000.
[51] J.B. Quinn and F.G. Hilmer, "Strategic Outsourcing," Sloan
Management Review, pp. 43-55, 1994.
[52] Y.P. Chua, "Research Method," McGraw Hill, 2006.
[1] O. Adelakun, "IT Outsourcing Maturity Model," 12th European
Conference on Information System, pp. 13-21, 2004.
[2] P. Bendor-Samuel, "Outsourcing Relationships: Why Are They
So Difficult To Manage?" Everest Group, 2002.
[3] D.F. Birks, A.T. Choo, S. Morar, Z. Yuserrie, S.A. Wafa and S.
Nasirin, "Successful IT Outsourcing Engagement: Lessons From
Malaysia," The Electronic Journal on Information Systems in
Developing Countries, vol.30, pp. 1-12, 2007.
[4] S. Blumenberg, D. Beimborn and W. Koenig, "Determinants of
IT Outsourcing Relationships: A Conceptual Model," 41st
Hawaii International Conference on System Science, 2008.
[5] M. Bugajska, "Knowledge transfer in IT outsourcing
relationships," Information Management Research Group, 2006.
[6] P.S. Chan, D. Pollard and S. Park, "IT Outsourcing: Strategic
Implications," The Review of Business Information Systems,
vol.10, pp. 97-104, 2006.
[7] J. Dibbern, T. Goles, R. Hirschheim and B. Jayatilaka,
"Information systems outsourcing:a survey and analysis of the
literature," The DATABASE, vol.35, pp. 6-102, 2004.
[8] Q. Cong and P.Y.K. Chau, "Does Interpersonal Trust Also
Matter? Exploring the Role of Trust in Successful IT
Outsourcing," 40th Hawaii International Conference on System
Sciences, 2007.
[9] W. Currie, "The Global Information Society," Wiley, New York,
2000.
[10] T. Dahlberg and M. Nyrhinen, "A new instrument to measure the
success of IT outsourcing," Proceedings of the 39th Hawaii
International Conference on System Sciences, pp.1-10, 2006.
[11] J. Devos, H.V. Landeghem and D. Deschoolmeester,
"Outsourced Information Systems Failures in SMEs: A Multiple
Case Study," Electronic Journal Information System Evaluation,
vol.11, pp. 73-82, 2008.
[12] P.N. Finlay and R.M. King, "IT outsourcing: A research
framework." International Journal of Technology Management,
vol.17, pp.109-128, 1999.
[13] R. Fleming and G. Low, "Information System Outsourcing
Relationship Model," Australasian Journal of Information
Systems, vol.14, pp. 95-112, 2007.
[14] K.M. Gilley and A. Rasheed, "Making more by doing less: An
analysis of outsourcing and its effect on firm performance,"
Journal of Management, vol.26, pp. 763-790, 2000.
[15] T. Goles and W.W. Chin, "Information systems outsourcing
relationship factors: detailed conceptualization and initial
evidence," ACM SIGMIS Database, vol.36, pp. 47-67, 2005.
[16] R. Gonzalez, J. Gasco and J. Llopis, "Information systems
outsourcing success factors: a review and some results,"
Information Management & Computer Security, vol.13, pp. 399-
418, 2005.
[17] P. Gottschalk and H. Solli-S ther, "Critical success factors from
IT outsourcing theories: an empirical study," Industrial
Management and Data System, vol.105, pp. 685-702, 2005.
[18] P. Gottschalk and H. Solli-S ther, "Maturity model for IT
outsourcing relationships," Industrial Management and Data
System, vol.106, pp. 200-212, 2006.
[19] A. Gupta, S.K. Herath and C.M. Nathalie, "Outsourcing in
higher education: an empirical examination," International
Journal of Educational Management, vol.19, pp. 396-412, 2005.
[20] H. Han, J. Lee and Y. Seo, "Analysing the impact of a firm-s
capability on outsourcing success: A process perspective,"
Information and Management, vol.45, pp. 31-42, 2007.
[21] M. Hancox and R. Hackney, "IT outsourcing: frameworks for
conceptualizing practice and perception," Information System
Journal, vol.10, pp. 217-237, 2000.
[22] L. Heus, "Managing Outsourcing Relationships," Tilburg
University: Masters Thesis, 2007.
[23] Husnayati Hussin, Zuraini Ismail, Mohd. Adam Suhaimi and
Noor Shahriza Abdul Karim, "Examining Factors Influencing IT
Outsourcing Success in Malaysian Organizations," 17th
Australasian Conference on Information Systems, pp. 1-10,
2006.
[24] Input, Outsourcing Clients Are Growing Restless: 20% May
Switch Vendors at Contract Renewal. [Retrieved from
www.input.com/article27.cfm on July 26, 2008]
[25] P.H. Jensen and R.E. Stonecash, "The Efficiency of Public
Sector Outsourcing Contracts: A Literature Review," Melbourne
Institute Working Paper, 2004.
[26] E. Kancheva, "Key considerations for successful outsourcing of
IT functions in higher education," EDUCAUSE Centre for
Applied Research, vol. 2002, pp. 1-13, 2002.
[27] T. Kern and K. Blois, "Norm developments in outsourcing
relationships," Journal of Information Technology, vol.17, pp.
33-42, 2002.
[28] R. Kishore, H.R. Rao, K. Nam, S. Rajagopalan and A.
Chaudhury, "A relationship perspective on IT outsourcing,"
Communications of the ACM, vol.46, pp. 87-92, 2003.
[29] R.L. Kliem, "Managing the risks of outsourcing agreements,"
Information Systems Management, pp. 91-93, 1999.
[30] R.V. Krejcie and D.W. Morgan, "Determining sample size for
research activities," Educational and Psychological
Measurement, vol.30, pp. 607-610, 1970.
[31] T. Kremic, O.I. Tukel and W. Rom, "Outsourcing decision
support: a survey of benefits, risks, and decision factors," Supply
Chain Management: An International Journal, vol.11. pp. 467-
482, 2006.
[32] J. Lee, "The impact of knowledge sharing, organizational
capability and partnership quality on IS outsourcing success,"
Information and Management, vol.38, pp. 323-335. 2001.
[33] J. Lee, M.Q. Huynh, R.C. Kwok and S. Pi, "IT outsourcing
evolution: its past, present, and future," Communications of the
ACM, vol.46, pp. 84-89, 2003.
[34] J. Lee and Y. Kim, "Understanding Outsourcing Partnership: A
Comparison of Three Theoretical Perspectives," IEEE
Transactions on Engineering Management, vol.52, pp. 43-58,
2005.
[35] G. Mesnita and F. Dumitriu, "Trends of Information Systems
Outsourcing. A Romanian Perspective," Social Science Research
Network, pp. 1- 28, 2005.
[36] Mohd Adam Suhaimi, Husnayati Hussin and Muzzafar
Mustaffa, "Information systems outsourcing: Motivations and
the implementation strategy in a Malaysian bank." Business
Process Management Journal, vol.13, pp. 644-661, 2007.
[37] K. Nam and J. Goo, "Contract as a Source of Trust -
Commitment in Successful IT Outsourcing Relationship: An
Empirical Study," 40th Hawaii International Conference on
System Sciences, pp. 1-10, 2007.
[38] P.T. Nguyen, Muhammad Ali Babar and J.M. Verner, "Critical
Factors in Establishing and Maintaining Trust in Software
Outsourcing Relationships," International Conference on
Software Engineering, pp. 624-627, 2006.
[39] J. O-Brien and G. Marakas, "Management Information
Systems," 8th Edition Irwin McGraw-Hill, 2007.
[40] R. Phipps and J. Merisotis, "IS Outsourcing Part of The Solution
To The Higher Education Cost Dilemma?" Institute for Higher
Education Policy, 2005.
[41] B. Quelin and F, Duhamel, "Bringing together strategic
outsourcing and corporate strategy: outsourcing motives and
risks," European Management Journal, vol.21, pp. 647-661,
2003.
[42] J.B. Quinn, "Strategic outsourcing: leveraging knowledge
capabilities," Sloan Management Review, vol.40, pp. 9-22, 1999.
[43] A. Rajabzadeh, A. Rostamy and A. Hosseini, "Designing a
generic model for outsourcing process in public sector: evidence
of Iran," Management Design, vol.46, pp. 521-538, 2008.
[44] M. Saunders, P. Lewis and A. Thornhill, "Research Methods for
Business Students," Prentice Hall, 4th Edition, 2007.
[45] U. Sekaran, "Research Methods for Business: A Skill Building
Approach," John Wiley & Sons Inc, 4th Edition, 2003.
[46] E. Söderström and C. Lennerholt, "Achieving trust in IT
outsourcing relationships," University of Skövde, 2006.
[47] S.Y. Sun, T.C. Lin and P.C. Sun, "The Factors Influencing
Information Systems Outsourcing Partnership - A Study
Integrating Case Study and Survey Research methods," 35th
Hawaii International Conference on System Sciences, 2002.
[48] U. Waheed and A. Molla, "Information Systems Outsourcing
Success: A Client-Service Provider Gap Analysis in Pakistan,"
Journal of Information Technology Management, vol.15. pp. 1-
13, 2004.
[49] P.A. Wood, "Outsourcing in higher education," ERIC Digest,
July, 2000.
[50] R. Hirschheim and M. Lacity, "The myths and realities of
information technology in-sourcing," Communications of the
ACM, vol. 43, pp.99-107, 2000.
[51] J.B. Quinn and F.G. Hilmer, "Strategic Outsourcing," Sloan
Management Review, pp. 43-55, 1994.
[52] Y.P. Chua, "Research Method," McGraw Hill, 2006.
@article{"International Journal of Business, Human and Social Sciences:51525", author = "Nor Aziati Abdul Hamid and Rajeev SuberamanyNor Aziati Abdul Hamid and Rajeev Suberamany", title = "IT/IS Outsourcing Relationship Factors in Higher Education Institution: Behavioral Dimensions from Client Perspectives", abstract = "Higher education institutions are increasingly opting to outsourcing methods in order to sustain themselves and this creates a gap of literature in terms of how they perceive the relationship. This research paper attempts to identify the behavioral and psychological factors that exist in the engagement thus providing valuable information to practicing and potential clients, and vendors. The determinants were gathered from previous literatures and analyzed to formulate the factors. This study adopts the case study and survey approaches in which interviews and questionnaires are deployed on employees of IT-related department in a Malaysian higher education institution.
", keywords = "Higher education institution, information technology, outsourcing, relationship", volume = "3", number = "2", pages = "151-10", }
