[Stefan Blumenberg, E-Finance Lab]

Outsourcing volumes in the financial service industry are constantly increasing. Contracts have traditionally been a sound instrument to tackle service levels and eventually occurring problems ex ante. But contracts cannot address every uncertainty during the outsourcing period. Hence, science and practitioners have identified interpersonal relationships as an important instrument to address contractual shortcomings.

This presentation introduces the theoretical foundations of an ongoing research project whose goals are the identification of the relevant determinants for a successful IT outsourcing relationship as well as the operationalization of IT outsourcing relationship quality n the financial service industry.