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Keywords: Relational contracting
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Journal Articles
International Journal of Quality & Reliability Management (2016) 33 (3): 321–343.
Published: 07 March 2016
... the importance of formal contracting, relational contracting, and vendor capabilities for applying PITs in BPO. However, the findings also highlight the importance of additional factors, not widely considered in the current literature. The client must possess internal capabilities in PITs and change management...

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