Technology management in multi?tier chains: A case study of agency in logistics service outsourcing

Shippers and logistics service providers implement information communication technology (ICT) in outsourced to increase efficiency remedy asymmetry. However, the nature of operations can create management challenges due organizational distances between initiator users. Here, we apply lens positivist agency theory study four cases multi-tier services. Our findings suggest that while ICT remedies some asymmetry, it also creates new asymmetry—and gives rise user privacy concerns. Furthermore, setting subcontracted services appears be a critical factor designing governance mechanisms for effective management. In addition our theoretical contributions outsourcing, offer an empirical account agency, proposals future research, practical suggestions help managers tackle issues arise from