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Managed Service Personnel (MSPs) have become critical sources of innovation, expertise and superior technology-enhanced performance. This understanding has, however, generated conflicting outcomes, as some hold a contrary view. This study examined the contribution of MSPs to achieving organizational targets in the northern cluster of a reputable bank in Ghana in order to determine the bank's outsourcing decisions, MSP responsibilities, and how such roles compare with those of permanent staff of the bank. The study employed qualitative approaches involving group and individual interviews with 66 participants. The investigation revealed that, among others, the bank outsourced MSPs for expertise, technology, innovation, and cost efficiency. It was also determined that MSPs outperformed regular staff in the areas of technology-enabled productivity, profitability, quality services, and organizational efficiency using unmatched skills, experience, and expertise. A novelty of the study is the culmination of new insight into a performance outlook developed to help organizational leaders make informed decisions. The performance outlook also present critical implications for theory, policy, and practice.

Managed Service Personnel (MSPs) have become critical sources of innovation, expertise and superior technology-enhanced performance. This understanding has, however, generated conflicting outcomes, as some hold a contrary view. This study examined the contribution of MSPs to achieving organizational targets in the northern cluster of a reputable bank in Ghana in order to determine the bank's outsourcing decisions, MSP responsibilities, and how such roles compare with those of permanent staff of the bank. The study employed qualitative approaches involving group and individual interviews with 66 participants. The investigation revealed that, among others, the bank outsourced MSPs for expertise, technology, innovation, and cost efficiency. It was also determined that MSPs outperformed regular staff in the areas of technology-enabled productivity, profitability, quality services, and organizational efficiency using unmatched skills, experience, and expertise. A novelty of the study is the culmination of new insight into a performance outlook developed to help organizational leaders make informed decisions. The performance outlook also present critical implications for theory, policy, and practice., Competing Interests: The authors declare that they have no known competing financial interests or personal relationships that could have appeared to influence the work reported in this paper., (© 2023 Published by Elsevier Ltd.)