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Florida Atlantic University


Latest Content From Florida Atlantic University

Whitepaper: Structure Of Service Level Agreements (SLA) In IT Outsourcing: The Construct And Its Measurement

by Florida Atlantic UniversityJan 10, 2012

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