NotesFAQContact Us
Search Tips
ERIC Number: ED550844
Record Type: Non-Journal
Publication Date: 2012
Pages: 78
Abstractor: As Provided
Reference Count: N/A
ISBN: 978-1-2679-6310-9
An Examination of the Value of Overall Trust and Commitment Associated with Service Complexity in Higher Education Information Technology Outsourcing Relationships
Falk, Monica I.
ProQuest LLC, D.C.S. Dissertation, Colorado Technical University
Enterprise information systems (EIS) governance provides guidance, structure, and rules for companies within industry who use information technology (IT) support services, and in particular, for outsourced IT support. This study focuses on outsourcing from the client perspective for higher education and uses the qualitative methodology with a narrative review to extend the Relationship Quality and Determinant Matrix (Blumenberg, Beimborn, & Koenig, 2008) for use by other researchers and domain experts with regard to the perceived value of trust and commitment and how these relationship quality constructs relate to the complexity of the services that are outsourced. The references to the relevant research were added to the matrix and an interrater reliability study using Krippendorffs Alpha (Krippendorff, 2011) evaluated how domain experts view the utility of the research sources for understanding student, faculty, and administrative staff perceptions on trust and commitment for service complexity in outsourced IT vendor relationships. This research extends the understanding of IT governance, contract development, and contract governance for IT support outsourcing for the higher education industry and for the IT governance research community by identifying the pertinent research for service complexity as it relates to trust and commitment to support future practitioner efforts and research in this field. The study offers recommendations for near and long range research in the outsourcing field of EIS governance and IT support. [The dissertation citations contained here are published with the permission of ProQuest LLC. Further reproduction is prohibited without permission. Copies of dissertations may be obtained by Telephone (800) 1-800-521-0600. Web page:]
ProQuest LLC. 789 East Eisenhower Parkway, P.O. Box 1346, Ann Arbor, MI 48106. Tel: 800-521-0600; Web site:
Publication Type: Dissertations/Theses - Doctoral Dissertations
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A