Understanding Customer Satisfaction in the IT Outsourcing Environment: A Classification of Quality Attributes

被引:0
作者
Song, Hooi Min [1 ]
Wong, Siew Fan [1 ]
机构
[1] Univ Tunku Abdul Rahman, Petaling Jaya, Malaysia
来源
CREATING GLOBAL ECONOMIES THROUGH INNOVATION AND KNOWLEDGE MANAGEMENT: THEORY & PRACTICE, VOLS 1-3 | 2009年
关键词
IT outsourcing; customer satisfaction; theory of attractive quality; Kano; classification;
D O I
暂无
中图分类号
F [经济];
学科分类号
02 ;
摘要
Customer satisfaction is important to outsourcing success and hence outsourcing contract continuation. However, with an increasingly competitive environment and a reportedly low success rate, maximizing customer satisfaction naturally tops the challenge chart jar IT outsourcing vendors. This paper describes a research-in-progress that aims at first identifying the factors that influence customer satisfaction and then systematically classifying the factors into five different categories of quality defined in Kano's Theory of Attractive Quality. Once this study is completed, the research findings, specifically the classification, will be a contribution to the body of knowledge in IT outsourcing. The classification will also be valuable to vendors that want to satisfy their customers within the constraint of limited resources.
引用
收藏
页码:1473 / 1477
页数:5
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