Hertz and Alfredsson [15]; Vaidyanathan [34]; Göl and Çatay [38]; Jharkharia and Shankar [39]; Ordoobadi [40]
Service
Customer support service Problem-solving capability Value-added service
Hertz and Alfredsson [15]; Murphy and Poist [27]; Vaidyanathan [34]; Jharkharia and Shankar [39]; Ordoobadi [40]; Bottani and Rizzi [41]; Sheen and Tai [42]
Cost
Continuous cost reduction Price
Vaidyanathan [34]; Bottani and Rizzi [41]; Sheen and Tai [42]; Daim et al. [43]; Selviaridis and Spring [44]
Quality assurance
Continuous improvement KPI tracking ISO compliance
Gotzamani et al. [28]; Vaidyanathan [34]; Göl and Çatay [38]; Jharkharia and Shankar [39]; Ordoobadi [40]; Göl and Çatay [38]
IT
System stability System scalability Data security Function coverage
Vaidyanathan [34]; Bottani and Rizzi [41]; Daim et al. [43]; McGinnis [45]
Intangible
Experience Financial stability Global scope General reputation
Murphy and Poist [27]; Vaidyanathan [34]; Göl and Çatay [38]; Ordoobadi [40]; Bottani and Rizzi [41]; Göl and Çatay [38]; Daim et al. [43]; Selviaridis and Spring [44]
