We study the role of different contract types in coordinating the joint product improvement effort of a client and a customer support center. The customer support center's costly efforts include transcribing and analyzing customer feedback, analyzing market trends, and investing in product...

We compare two strategies for outsourcing the development of information services projects: multisourcing and single-sourcing. We model these sourcing strategies when incentive contracts are based on a verifiable project metric that may or may not be aligned with the project outcome. We also...