Purpose – The aim of this paper is to investigate to what extent buying companies use quality management (QM) practices for their externally sourced business services (BS) and if differences between manufacturing and service as well as between large and small companies exist regarding their...

Purpose – This paper aims to investigate how buying companies manage the quality for their externally sourced business services. It explores how quality management for business services influences the performance of the buying company and what the major determinants of quality management are....