Understanding Resistance in IT Outsourcing: A Service Provider Perspective [chapter]

Albert Plugge, Jacques Brook
2012 Lecture Notes in Business Information Processing  
The Maastricht School of Management is a leading provider of management education with worldwide presence. Our mission is to enhance the management capacity of professionals and organizations in and for emerging economies and developing countries with the objective to substantially contribute to the development of these societies. www.msm.nl Abstract. Previous research identified that service providers are struggling with the transition phase. The aim of this research is to create a deeper
more » ... standing of the effects of service provider resistance to change on the duration of the transition phase. This paper presents the results from an explorative empirical study, based on five service providers in the field of IT outsourcing. Our findings are twofold. First, we found that all the providers under study indeed experienced the transition phase as a struggle and resistance to change was perceived as fierce. Second, resistance to change was found in each organisational subunit and, as such, the process of change can be described as incremental. Since the topic of resistance to change from the perspective of service providers has hardly been researched, our research aims to contribute by partly filling this gap.
doi:10.1007/978-3-642-33920-2_8 fatcat:xokyssqncnhmrbzqfxfu2bpk7e