Paper Info
Title
The Influence Of Prince2 Standard On Customer Satisfaction In Information Technology Outsourcing: An Investigation Of A Mediated Moderation Model
Abstract
Purpose The purpose of this paper is to explore the influence of PRINCE2 (PRoject IN Controlled Environments 2) standard on customer satisfaction jointly with vendor relationship management capability in the information technology outsourcing (ITO) context. This paper further tries to explore the above underlying mechanism by studying the mediating effect of deliverable quality. Design/methodology/approach This paper develops a mediated moderation model to explain the underlying influence processes of PRINCE2 standard, vendor relationship management capability and deliverable quality on ITO customer satisfaction. By conducting a pair-wise survey of 260 project managers in seven Iranian firms, the model and hypotheses are empirically tested with the partial least squares method. Findings Our results suggest that firms benefit more in terms of IT costs reduction when they have a higher level of complementary investment in an external standard, especially through an interplay effect of the external standard and internal relational aspect. Firms can make business processes more amenable to outsourcing and facilitate monitoring of vendor performance and effective coordination with vendors. More interestingly, we find that this interactive effect is fully mediated by deliverable quality, which, in turn, directly increases ITO customer satisfaction. Originality/value This study adds some new knowledge and provides new views to study ITO customer satisfaction by addressing the importance of PRINCE2 standard. This study further enhances our understanding in terms of the underlying pathway through which the PRINCE2 standard jointly affects customer satisfaction with vendor relationship management capability and deliverable quality. With the effort of explicitly explaining the complex mechanisms, this study helps ITO managers proactively escort outsourcing activities and projects.
Year
DOI
Venue
2020
10.1108/JEIM-08-2019-0223
JOURNAL OF ENTERPRISE INFORMATION MANAGEMENT
Keywords
DocType
Volume
IT outsourcing customer satisfaction, PRINCE2 standard, Vendor relationship management capability, Deliverable quality, Pair-wise survey, Mediated moderation model
Journal
33
Issue
ISSN
Citations 
6
1741-0398
0
PageRank 
References 
Authors
0.34
0
3
Name
Order
Citations
PageRank
Jian-Jun Wang100.68
Negin Sasanipoor200.34
Meng-Meng Wang342.10