Abstract
M.Comm.
The purpose of this research is to establish the expectations of Blue Chip customers in the South African market when engaging with information technology service providers (ISPs). The research furthermore describes how such expectations differ compared to the expectations customers have when engaging with recruitment service providers (RSPs) to provide IT resources for a fixed term period.
The research describes perceived customer expectations by drawing from the limited research available. The presentation and discussion of an expectation framework allows for a meaningful interpretation of the research conducted. The research conducted in this dissertation is qualitative and consists of in-depth interviews with selected Blue Chip customers. Much can be done in order to achieve customer satisfaction at each service encounter of the service delivery process.
The findings from the research describes important aspects in the service delivery process such as what are the driving factors when engaging with external resource suppliers, what evaluation criteria is utilized when selecting ISP‟s and what is expected from the resourcing account manager. An interpretation of the findings indicates important differences in the service provided by ISPs in comparison to the service provided by RSPs. The findings point out that such differences relate to resource management, relationship management and ultimately the skills and characteristics of the resourcing account manager. The research also indicates how successful relationship management and service delivery may be achieved by managing the expectations identified. The research offers recommendations to improve service provision in the IT resourcing industry and present considerations for customers to ensure a successful service delivery process. The dissertation concludes with suggestions for further research.