Joint Product Improvement by Client and Customer Support Center: The Role of Gain-Share Contracts in Coordination

References

• Agrawal S, Guerreiro R, Pereira CA (2005) How to measure gain-sharing in an outsourcing relationship: A case study in information technology management. Revista Contabilidade and Financas 16(38):1–12.Google Scholar
• Aksin Z, Armony M, Mehrotra V (2007) The modern call center: A multi-disciplinary perspective on operations management research. Production Oper. Management 16:665–688.Crossref, Google Scholar
• Aron R, Bandopadyay S, Jayanty S, Pathak PS (2008) Monitoring process quality in offshore outsourcing: A model and findings from multi-country survey. J. Oper. Management 26(2):303–321.Crossref, Google Scholar
• Banker RD, Kalvenes J, Patterson RA (2006) Information technology, contract completeness, and buyer-supplier relationships. Inform. Systems Res. 17(2):180–193.Link, Google Scholar
• Bapna R, Barua A, Mani D, Mehra A (2010) Cooperation, coordination and governance in multisourcing: An agenda for analytical and empirical research. Inform. Systems Res. 21(4):785–795.Link, Google Scholar
• Bhattacharya S, Gaba V, Hasija S (2013) A comparison of milestone-based and buyout options contracts for coordinating R&D partnerships. INSEAD Working paper, 2013/TOM/OB.Google Scholar
• Bhattacharyya S, Lafontaine F (1995) Double-sided moral hazard and the nature of share contracts. RAND J. Econom. 26:761–781.Crossref, Google Scholar
• Bierce & Kenerson P.C. (2009) Legislation in outsourcing: Gain-sharing under the E-Government Act of 2002. White Paper (October 16). Outsourcing Law Bus. J.Google Scholar
• Carbonell P, Rodriguez-Escudero AI, Pujari D (2009) Customer involvement in new service development: An examination of antecedents and outcomes. J. Product Innovation Management 26:536–550.Crossref, Google Scholar
• Demski JS, Sappington DEM (1991) Resolving double moral hazard problems with buyout agreements. RAND J. Econom. 22:232–240.Crossref, Google Scholar
• Dey D, Fan M, Zhang C (2010) Design and analysis of contracts for software outsourcing. Inform. Systems Res. 21(1):93–114.Link, Google Scholar
• Edlin A, Hermalin BE (2000) Contract renegotiation and options in agency problems. J. Law, Econom. Organ. 16(2):395–423.Crossref, Google Scholar
• Fitoussi D, Gurbaxani V (2011) IT outsourcing contracts and performance measurement. Inform. Systems Res. 22:1–17.Link, Google Scholar
• Gartner (2003) ERP Implementations and gain sharing. White paper, Under Secretary of Defense, Logistics Systems Management, https://acc.dau.mil/adl/en-US/180762/file/31714/erp_impl_gain_share_gartner.ppt.Google Scholar
• Gartner (2005) Gartner Says Vendors Must Be Prepared to Renegotiate Outsourcing Contracts. White Paper, http://www.gartner.com/newsroom/id/492133.Google Scholar
• Gomez-Mejia LR, Balkin DB (2007) Managing Human Resources, 5th ed. (Pearson Prentice Hall, Upper Saddle River, NJ).Google Scholar
• Goolsby K (2011) The truth about gain-sharing in outsourcing. Outsourcing Success, March 23. http://www.outsourcing-buzz-blog.com/2011/03/the-truth-about-gain-sharing-in-out-sourcing.html.Google Scholar
• Gopal A, Sivaramakrishnan K (2008) On vendor preferences for contract types in offshore software projects: The case of fixed price vs. time and materials contracts. Inform. Systems Res. 19(2):202–220.Link, Google Scholar
• Gopal A, Sivaramakrishnan K, Krishnan MS, Mukhopadhyay T (2003) Contracts in offshore software development: An empirical analysis. Management Sci. 49(12):1671–1683.Link, Google Scholar
• Hasija S, Pinker EJ, Shumsky RA (2008) Call center outsourcing contracts under information asymmetry. Management Sci. 54(4):793–807.Link, Google Scholar
• Holmstrom B (1982) Moral hazard in teams. Bell J. Econom. 13:324–340.Crossref, Google Scholar
• Jain N, Hasija S, Popescu DG (2013) Optimal contracts for outsourcing of repair and restoration services. Oper. Res. Forthcoming.Link, Google Scholar
• Jiang B, Talluri S, Yao T, Moon Y (2010) Breaking the winner's curse in outsourcing. Decision Sci. 41(3):573–594.Crossref, Google Scholar
• Kapadia M (2010) 7 practices to making gain-share contracts work. Outsourcing Observer, White paper.Google Scholar
• Kim SK, Wang S (1998) Linear contracts and the double moral hazard. J. Econom. Theory 82(2):342–378.Crossref, Google Scholar
• Koelsch JR (2004) Gain sharing motivates vendors to boost your bottom line. Automation World, http://www.automationworld.com/feature-990.Google Scholar
• Lee CH, Geng X, Raghunathan S (2013) Contracting information security in the presence of double moral hazard. Inform. Systems Res. 24(2):295–311.Link, Google Scholar
• Martinez-Jerez FA, Narayanan VG, Jurgens M (2007) Strategic outsourcing at Bharti Airtel ltd. Harvard Bus. School Case 9:107–1003.Google Scholar
• Mehrotra V, Grossman T (2009) OR process skills transform an out-of-control call center into a strategic asset. Interfaces 39(4):346–352.Link, Google Scholar
• Nambisan S, Baron RA (2009) Virtual customer environments: Testing a model of voluntary participation in co-creation activities. J. Product Innovation Management 26:388–406.Crossref, Google Scholar
• Noldeke G, Schmidt KM (1998) Sequential investments and options to own. RAND J. Econom. 29:633–653.Crossref, Google Scholar
• Roels G, Karmarkar US, Carr S (2010) Contracting for collaborative services. Management Sci. 56(5):849–863.Link, Google Scholar
• Susarla A, Barua A (2011) Contracting efficiency and new firm survival in markets enabled by information technology. Inform. Systems Res. 22(2):306–324.Link, Google Scholar
• Susarla A, Subramanyam R, Karhade P (2010) Contractual provisions to mitigate holdup evidence from information technology outsourcing. Inform. Systems Res. 21(1):37–55.Link, Google Scholar
• Vadlamani S (2009) How IBM is helping Airtel? asiancorrespondent.com, April 12, http://asiancorrespondent.com/516/how-ibm-is-helping-airtel/.Google Scholar
• von Hippel E, Katz R (2002) Shifting innovation to users via toolkits. Management Sci. 48(7):821–833.Link, Google Scholar
• Wilensky GR, Wolter N, Fischer MM (2007) Gain sharing: A good concept getting a bad name? Health Affairs 26(1):58–67.Crossref, Google Scholar
• Wong AKD (2006) The application of a computerized financial control system for the decision support of target cost contracts. J. Inform. Tech. Construction 11:257–268.Google Scholar