Service Level Agreement Negotiation: A Theory-based Exploratory Study as a Starting Point for Identifying Negotiation Support System Requirements
Proceedings of the 38th Annual Hawaii International Conference on System Sciences (2005)
Big Island, Hawaii
Jan. 3, 2005 to Jan. 6, 2005
Haluk Demirkan , Arizona State University, Tempe, AZ
Michael Goul , Arizona State University, Tempe, AZ
Daniel S. Soper , Arizona State University, Tempe, AZ
IT outsourcing practices have recently proliferated an interest in service level agreement (SLA) negotiation relevant to engagements with either in-house or external IS service providers. An important research gap exists in establishing Negotiation Support System (NSS) requirements for the processes associated with SLA development. A first step in specifying such requirements is to examine relevant theoretical bases to identify and postulate reasonable propositions. A second step is to examine the efficacy of the theory-based propositions using the constructs adapted in the context of a relevant, practical and exploratory scenario. Accordingly, this paper discusses propositions that rely on theoretical bases from relevant sociological models, it identifies constructs adapted from prior Theory W research in NSS as an exemplar, it discusses an exploratory study related to the research gap identified, and it discusses findings that represent a starting point for identifying SLA NSS requirements.
M. Goul, D. S. Soper and H. Demirkan, "Service Level Agreement Negotiation: A Theory-based Exploratory Study as a Starting Point for Identifying Negotiation Support System Requirements," Proceedings of the 38th Annual Hawaii International Conference on System Sciences(HICSS), Big Island, HI, USA USA, 2005, pp. 37b.