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

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  • Ooi Ee
  • Hasliza Abdul Halim
  • T. Ramayah

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

Suggested Citation

  • Ooi Ee & Hasliza Abdul Halim & T. Ramayah, 2013. "The effects of partnership quality on business process outsourcing success in Malaysia: key users perspective," Service Business, Springer;Pan-Pacific Business Association, vol. 7(2), pages 227-253, June.
    • Handle: RePEc:spr:svcbiz:v:7:y:2013:i:2:p:227-253
    DOI: 10.1007/s11628-012-0152-z
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    References listed on IDEAS

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    Cited by:

    1. M. Saorín-Iborra & Ana Redondo-Cano & Lorenzo Revuelto-Taboada & Éric Vogler, 2015. "Negotiating behavior in service outsourcing. An exploratory case study analysis," Service Business, Springer;Pan-Pacific Business Association, vol. 9(4), pages 771-801, December.
    2. Tomás F. Espino-Rodríguez & Juan Carlos Ramírez-Fierro, 2018. "Outsourcing Performance in Hotels: Evaluating Partnership Quality," Sustainability, MDPI, vol. 10(8), pages 1-19, August.
    3. Pei Chun-Lai & Tomás F Espino-Rodríguez & Tom Baum, 2019. "Do relational norms matter in outsourcing relationships? Lesson learned from hotel sectors," Tourism Economics, , vol. 25(2), pages 189-212, March.
    4. Tomás F. Espino-Rodríguez & Juan Carlos Ramírez-Fierro, 2019. "Dimensions of behavior and proactive improvement in hotel outsourcing relationships: the role of justice," Service Business, Springer;Pan-Pacific Business Association, vol. 13(3), pages 479-508, September.
    5. Kanika Goel & Wasana Bandara & Guy Gable, 2023. "Banking the Unbanked: Conceptualizing Success of the Business Correspondent Model," Information Systems Frontiers, Springer, vol. 25(5), pages 1953-1984, October.

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