MULTITASKING AND INCENTIVES IN APPLICATIONSERVICE PROVIDER CONTRACTS FORCUSTOMER RELATIONSHIP MANAGEMENT

摘要

The discussions in the literature on contracting mostly refer to situations where the agent has to perform arnsingle task. The standard incentive predictions do not hold when there are multiple tasks to be undertaken byrnthe agent and there is interaction between tasks. The link between incentives and contracting can be understoodrnby an exploration into the complementarity of the tasks and the nature of contract. In our research we developrna theoretical framework that can be tested empirically to establish that when the different tasks arerncomplementary, optimal incentives in the contract should be low-powered.