Client-Vendor-End User Triad: A Service Quality Model For Is/Ites Outsourcing | T. T. Niranjan & Bhimaraya A. Metri

The paper positions service quality in IS/ITES outsourcing with respect to the service operations/ service marketing literature. It identifies unique features of IS/ ITES outsourcing service quality, and makes a case for a new paradigm to understand it. It is argued that service delivery has both B2B and B2C service components, and there is a need to balance these sometimes competing dimensions. These ideas are depicted in the proposed conceptual model comprising the Client- Vendor-Consumer Triad. The paper sets an agenda for research in this important and fast evolving field.