The effects of partnership quality on business process outsourcing success in Malaysia: key users perspective

Ooi Ee (), Hasliza Abdul Halim () and T. Ramayah ()

Service Business, 2013, vol. 7, issue 2, 227-253

Abstract: This paper proposes a theoretical framework to investigate the impact of partnership quality and other variables—business understanding, commitment, communication, relationship age and top management support—on outsourcing success. Data were gathered from a survey of nine banks, from which 105 respondents participated in this study. The results indicate that partnership quality may serve as a key predictor of outsourcing success. Partnership quality was found to be influenced positively by business understanding, commitment, communication and top management support. However, relationship age was found to be not significantly related to outsourcing success. The implications of these findings are further elaborated. Copyright Springer-Verlag 2013

Keywords: Business process outsourcing; Partnership quality; Outsourcing success; Banks; Malaysia (search for similar items in EconPapers)
Date: 2013
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Citations: View citations in EconPapers (5)

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DOI: 10.1007/s11628-012-0152-z

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