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Client Satisfaction Versus Profitability: An Empirical Analysis of the Impact of Formal Controls in Strategic Outsourcing Contracts
[chapter]
2014
Progress in IS
The reach and impact of outsourcing is growing fast to include a variety of strategic objectives. Unlike in transactional outsourcing, where the vendor leverages scale economies to provide standardized services at reduced costs of ownership, client satisfaction in strategic outsourcing is contingent on the extent to which the vendor' service offering is customized to meet heterogeneous, unique client needs. However, project management practices that lead to high levels of client satisfaction
doi:10.1007/978-3-662-43820-6_4
fatcat:vuyb3zinkbfstklseycuinrbgm