Joint product improvement by client and customer support center: The role of gain-share contracts in coordination

• Main Authors: BHATTACHARYA, Shantanu, GUPTA, Alok, HASIJA, Sameer
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2014
• Subjects: IT outsourcing; gain-share contract; cost-plus contract; joint product improvement; double-sided moral hazard; Contracts; Operations and Supply Chain Management; Technology and Innovation
• Online Access: https://ink.library.smu.edu.sg/lkcsb_research/5102; https://ink.library.smu.edu.sg/context/lkcsb_research/article/6101/viewcontent/isre_2E2013_2E0504__1_.pdf
• Institution: Singapore Management University

We study the role of different contract types in coordinating the joint product improvement effort of a client and a customer support center. The customer support center's costly efforts at joint product improvement include transcribing and analyzing customer feedback, analyzing market trends,...