Purpose Organizations nowadays require services supplied by shared service centers (SSCs) to achieve organizational responsiveness. Previous contributions focused on distinct qualitative-explorative factors for explaining successful SSC implementation but failed to consider the interdependencies...

Purpose: Due to the convergence of rapid business developments and digitization challenges, service orientation is back on the research agenda as a concept to improve firms’ business services. Yet, little is known about the type of determinants that are relevant and to what degree they affect...

Since firms’ rationale to outsource parts of their IT function are mainly based on cost reduction, many vendors applied a high level of standardization in organizing the delivery of IT services to decrease their cost level. As the environment of firms changes frequently, it is of key...

Previous research identified that service providers are struggling with the transition phase. The aim of this research is to create a deeper understanding of the effects of service provider resistance to change on the duration of the transition phase. This paper presents the results from an...

The outsourcing of the R&D function is an emerging practice of corporate firms. In their attempt to reduce the increasing cost of research and technology development, firms are strategically outsourcing the R&D function or repositioning their internal R&D organisation. By doing so, they are able...

Previous research identified that the delivery of integrated IT services requires intensive coordination. The aim of this research is to create a deeper understanding in how a vendor coordinates the delivery of integrated IT services to their clients as part of an outsourcing arrangement. This...