IT outsourcing success: A psychological contract perspective

摘要

To present a new perspective on managing outsourcing by focusing on both customers and suppliers through psychological contracting. Information technology outsourcing involves a contract between a customer and a supplier. Though the outsourcing relationships between the two is bound by a legal contract, it also involves a psychological relationship. The present paper addresses the management of such relationship through psychological contract theory. A psychological contract refers to an individual's mental belief about the mutual obligation in a contractual relationship. The introductory part of the paper explains the psychological theory and its constructs. Section 2 of the paper explains the theory in the context of IT outsourcing management. Section 3 of the paper focuses on identifying psychological obligations in outsourcing (Study 1). This qualitative analysis has resulted in the identification of six customer and supplier obligations each. Section 4 of the paper assesses the effects of fulfilled obligations on success (Study 2). Two hypotheses have been framed for this purpose, and the results are analyzed in both the supplier and customer perspective. Section 5 of the paper speaks about the conclusions, implications and limitations of the paper. (42 refs.)