“…Regulatory, normative and cognitive institutional elements already presented in this study formed the category-system, which was the basis of the protocol used for data collection during the interviews, observations and documents. The regulatory elements of the category-system are: alternative suppliers (Williamson, 1985;Hagen and Choe, 1998), hostage (Williamson, 1985;Somaya, Kim and Vonortas, 2010), periodic contract renewal (Williamson, 1985;Bahli and Rivard, 2003), long-term contract (Axelrod, 1984), reputation (Williamson, 1985), pricing model (Lacity and Willcocks, 2001, p. 168) and service level agreement (Cullen and Willcocks, 2003, p. 73); the normative elements are legal norms (Durkheim, 1984) and relational norms (Macneil, 1980); and the cognitive element is the common language (Ge and Voβ, 2009;Khan et al, 2011).…”