{"id":"https://openalex.org/W1517433586","doi":"https://doi.org/10.1007/978-3-662-43820-6_4","title":"Client Satisfaction Versus Profitability: An Empirical Analysis of the Impact of Formal Controls in Strategic Outsourcing Contracts","display_name":"Client Satisfaction Versus Profitability: An Empirical Analysis of the Impact of Formal Controls in Strategic Outsourcing Contracts","publication_year":2014,"publication_date":"2014-01-01","ids":{"openalex":"https://openalex.org/W1517433586","doi":"https://doi.org/10.1007/978-3-662-43820-6_4","mag":"1517433586"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-662-43820-6_4","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-662-43820-6_4","pdf_url":null,"source":{"id":"https://openalex.org/S4210185832","display_name":"Progress in IS","issn_l":"2196-8705","issn":["2196-8705","2196-8713"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319972","host_organization_name":"Springer International Publishing","host_organization_lineage":["https://openalex.org/P4310319972","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer International Publishing","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Progress in IS","raw_type":"book-chapter"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5003794338","display_name":"Nishtha Langer","orcid":"https://orcid.org/0000-0002-9561-7163"},"institutions":[{"id":"https://openalex.org/I122328836","display_name":"Indian School of Business","ror":"https://ror.org/027t6ka17","country_code":"IN","type":"education","lineage":["https://openalex.org/I122328836"]}],"countries":["IN"],"is_corresponding":true,"raw_author_name":"Nishtha Langer","raw_affiliation_strings":["Indian School of Business, Hyderabad, India","Indian school of business"],"affiliations":[{"raw_affiliation_string":"Indian School of Business, Hyderabad, India","institution_ids":["https://openalex.org/I122328836"]},{"raw_affiliation_string":"Indian school of business","institution_ids":["https://openalex.org/I122328836"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5016201625","display_name":"Deepa Mani","orcid":"https://orcid.org/0000-0002-2458-6961"},"institutions":[{"id":"https://openalex.org/I122328836","display_name":"Indian School of Business","ror":"https://ror.org/027t6ka17","country_code":"IN","type":"education","lineage":["https://openalex.org/I122328836"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Deepa Mani","raw_affiliation_strings":["Indian School of Business, Hyderabad, India","Indian school of business"],"affiliations":[{"raw_affiliation_string":"Indian School of Business, Hyderabad, India","institution_ids":["https://openalex.org/I122328836"]},{"raw_affiliation_string":"Indian school of business","institution_ids":["https://openalex.org/I122328836"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5011853797","display_name":"Kannan Srikanth","orcid":"https://orcid.org/0000-0002-5900-4503"},"institutions":[{"id":"https://openalex.org/I122328836","display_name":"Indian School of Business","ror":"https://ror.org/027t6ka17","country_code":"IN","type":"education","lineage":["https://openalex.org/I122328836"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Kannan Srikanth","raw_affiliation_strings":["Indian School of Business, Hyderabad, India","Indian school of business"],"affiliations":[{"raw_affiliation_string":"Indian School of Business, Hyderabad, India","institution_ids":["https://openalex.org/I122328836"]},{"raw_affiliation_string":"Indian school of business","institution_ids":["https://openalex.org/I122328836"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5003794338"],"corresponding_institution_ids":["https://openalex.org/I122328836"],"apc_list":null,"apc_paid":null,"fwci":4.5855,"has_fulltext":false,"cited_by_count":9,"citation_normalized_percentile":{"value":0.95631608,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"67","last_page":"88"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.9998000264167786,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11257","display_name":"Taxation and Compliance Studies","score":0.9753999710083008,"subfield":{"id":"https://openalex.org/subfields/2002","display_name":"Economics and Econometrics"},"field":{"id":"https://openalex.org/fields/20","display_name":"Economics, Econometrics and Finance"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9732999801635742,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/outsourcing","display_name":"Outsourcing","score":0.8740403652191162},{"id":"https://openalex.org/keywords/profitability-index","display_name":"Profitability index","score":0.8436338901519775},{"id":"https://openalex.org/keywords/vendor","display_name":"Vendor","score":0.8043982982635498},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.7285966873168945},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.5067930817604065},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.460203617811203},{"id":"https://openalex.org/keywords/industrial-organization","display_name":"Industrial organization","score":0.45595741271972656},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.4486003518104553},{"id":"https://openalex.org/keywords/finance","display_name":"Finance","score":0.15676307678222656}],"concepts":[{"id":"https://openalex.org/C46934059","wikidata":"https://www.wikidata.org/wiki/Q61515","display_name":"Outsourcing","level":2,"score":0.8740403652191162},{"id":"https://openalex.org/C129361004","wikidata":"https://www.wikidata.org/wiki/Q2470236","display_name":"Profitability index","level":2,"score":0.8436338901519775},{"id":"https://openalex.org/C2777338717","wikidata":"https://www.wikidata.org/wiki/Q1762621","display_name":"Vendor","level":2,"score":0.8043982982635498},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7285966873168945},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5067930817604065},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.460203617811203},{"id":"https://openalex.org/C40700","wikidata":"https://www.wikidata.org/wiki/Q1411783","display_name":"Industrial organization","level":1,"score":0.45595741271972656},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4486003518104553},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.15676307678222656}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/978-3-662-43820-6_4","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-662-43820-6_4","pdf_url":null,"source":{"id":"https://openalex.org/S4210185832","display_name":"Progress in IS","issn_l":"2196-8705","issn":["2196-8705","2196-8713"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319972","host_organization_name":"Springer International Publishing","host_organization_lineage":["https://openalex.org/P4310319972","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer International Publishing","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Progress in IS","raw_type":"book-chapter"},{"id":"pmh:oai:eprints.exchange.isb.edu:2009","is_oa":false,"landing_page_url":"https://eprints.exchange.isb.edu/id/eprint/2009/","pdf_url":null,"source":{"id":"https://openalex.org/S4377196660","display_name":"Digital Eprints Services at ISB (DESI) (Indian School of Business)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I122328836","host_organization_name":"Indian School of Business","host_organization_lineage":["https://openalex.org/I122328836"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Book Chapter"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","score":0.4300000071525574,"id":"https://metadata.un.org/sdg/9"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":73,"referenced_works":["https://openalex.org/W349733761","https://openalex.org/W813707312","https://openalex.org/W1004584821","https://openalex.org/W1488753682","https://openalex.org/W1490541530","https://openalex.org/W1511975517","https://openalex.org/W1561082337","https://openalex.org/W1594945480","https://openalex.org/W1689771227","https://openalex.org/W1820171942","https://openalex.org/W1965080745","https://openalex.org/W1983272981","https://openalex.org/W1983364918","https://openalex.org/W1992713003","https://openalex.org/W2001216721","https://openalex.org/W2002766145","https://openalex.org/W2004207896","https://openalex.org/W2005785293","https://openalex.org/W2006179862","https://openalex.org/W2016378690","https://openalex.org/W2016995324","https://openalex.org/W2018514036","https://openalex.org/W2022079949","https://openalex.org/W2024424774","https://openalex.org/W2041571857","https://openalex.org/W2044648126","https://openalex.org/W2046196964","https://openalex.org/W2058787573","https://openalex.org/W2059827070","https://openalex.org/W2070527651","https://openalex.org/W2083335094","https://openalex.org/W2086652341","https://openalex.org/W2089995425","https://openalex.org/W2091020207","https://openalex.org/W2097999976","https://openalex.org/W2102650396","https://openalex.org/W2107971134","https://openalex.org/W2112352537","https://openalex.org/W2119955318","https://openalex.org/W2132081716","https://openalex.org/W2135755211","https://openalex.org/W2150238850","https://openalex.org/W2151388372","https://openalex.org/W2152585301","https://openalex.org/W2156958265","https://openalex.org/W2159898063","https://openalex.org/W2165682523","https://openalex.org/W2295656366","https://openalex.org/W2330864153","https://openalex.org/W2335289006","https://openalex.org/W2335712328","https://openalex.org/W2766117931","https://openalex.org/W2796901959","https://openalex.org/W2898519191","https://openalex.org/W3035994932","https://openalex.org/W3121173166","https://openalex.org/W3123018058","https://openalex.org/W3123205257","https://openalex.org/W3123810365","https://openalex.org/W3124354616","https://openalex.org/W3125075503","https://openalex.org/W3149395617","https://openalex.org/W3215763693","https://openalex.org/W4246477977","https://openalex.org/W4290016560","https://openalex.org/W4297081765","https://openalex.org/W4301224743","https://openalex.org/W4375849300","https://openalex.org/W4388378509","https://openalex.org/W6623308679","https://openalex.org/W6630591221","https://openalex.org/W6788849624","https://openalex.org/W6831206053"],"related_works":["https://openalex.org/W2171633791","https://openalex.org/W2505329523","https://openalex.org/W2091937751","https://openalex.org/W2371282533","https://openalex.org/W1606781580","https://openalex.org/W2986069939","https://openalex.org/W2248905259","https://openalex.org/W2046466541","https://openalex.org/W1977077237","https://openalex.org/W1987737131"],"abstract_inverted_index":null,"counts_by_year":[{"year":2021,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":1}],"updated_date":"2026-03-20T23:20:44.827607","created_date":"2025-10-10T00:00:00"}