Relationship antecedents in outsourcing success: Empirical investigation of three outsourcing relationships

The conventionally believed benefits of information systems and information technology (IS/IT) outsourcing in terms of lowering costs, better quality systems and bridging of the skills deficiency depend on how well the relationship between the outsourcer and outsource is managed. This paper investigates the relationships between outsourcers and outsource. Data is collected based on a case study of three outsourcing relationships involving 6 businesses in Pakistan. The research findings identified trust, communication quality, cultural similarity and shared benefits and risks as the main antecedents that affected outsourcing success. On the basis of the findings, we conclude that outsourcing is likely to succeed when there is congruence between outsourcers and outsource in terms of the above dimensions