Structure Of Service Level Agreements (SLA) In IT Outsourcing: The Construct And Its Measurement
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Overview: While practitioners proclaimed that a key to managing outsourcing relationships was with SLA, there existed very little understanding of how effectiveness and impact of SLA on IT outsourcing arrangements was measured. Using a conceptual framework for measurement development and contemporary statistical techniques for assessing dimensionality, this research paper from Florida Atlantic University theoretically develops and empirically tests measurement models of SLA in the context of IT outsourcing. The results of the analysis are framed as a tool for benchmarking SLA structuring efforts as well as a foundation for the future study of IT outsourcing relationships from a contractual perspective.