Understanding boundary spanning in information technology outsourcing: An emerging economy perspective

Abstract

This paper explores an unexplored question as to how relationship managers (boundary spanners) facilitate the development and management of client-vendor relationships in information technology (IT) outsourcing projects of companies from an emerging economy like India. The authors gathered empirical evidence from 7 case studies with the unit of analysis being the relationship of the vendor manager with the client. They find that the relational dimension and the structural dimension of the social capital construct have an impact on the role of boundary spanners in the IT outsourcing industry. All the three dimensions of social capital - relational, structural and cognitive, have a role to play in the effective functioning of boundary spanners in the Indian IT outsourcing business. The relational dimension of establishing trust and addressing obligations based on business relationships stands out as the single most important aspect in developing business in IT outsourcing. The structural dimension of access to information and broad connectivity is also required for effective functioning of the boundary spanner. This paper informs the social capital and outsourcing literature by connecting the dimensions of social capital with outsourcing the Indian IT context.